Sydney's Travelodge Hotel in Surry Hills yesterday became the first to be struck off NSW's mandatory quarantine program after a raft of complaints.
About 400 people staying there were moved 2 kilometres to a different hotel at Darling Harbour amid concerns about the cleanliness of rooms.
The Travelodge's website says the hotel is "equipped with all the essentials for a great stay", but people quarantining there found it to be anything but.
The complaints to NSW Police and the State Government started in April, not long after the hotel quarantine program began on March 29.
Here's how things developed after that.
Concerns about cleanliness
Some guests described their rooms at the Travelodge "absolutely disgusting" and said their faith in the hotel quarantine system had been shattered.
The issues that were raised with authorities included:
- Sticky, dusty and greasy surfaces
- Floors covered in grime
- White powder on carpets
- Human hair on furniture
- Mould
- Previous guests food still in fridge
- Major delays in receiving meals
Those undertaking quarantine paid $3,000 to do so and felt the hotel unfairly profited while they struggled to get the basics.
Some guests complained food was sometimes not delivered, while one claimed they were served nothing but rice for one meal.
Many complained to MPs, including the NSW Minister for Customer Service Victor Dominello, as well as the State Ombudsman.
NSW Police Commissioner Mick Fuller said the volume of complaints about the Travelodge Surry Hills had become unusually high in recent weeks.
What happened next?
One guest, Lauren Farmer, said the Travelodge organised for her room to be recleaned but she eventually negotiated to be transferred to another hotel.
However, some others who complained were given cleaning supplies by staff and told they couldn't move rooms as the hotel was fully booked.
Another guest said they had seen some security guards not wearing face masks.
After months of complaints, NSW Police on Tuesday undertook a review of the hotel including its infection-control practices and use of PPE.
Commissioner Mick Fuller said police took action after seeing photos from guests which showed the rooms to be in poor condition.
Police concluded Travelodge was not meeting the standard required to be part of the hotel quarantine program
The 366 people who were staying there were then transferred to other hotels in Sydney — an operation which took around 12 hours.
Guests said when they learnt they were leaving they felt like they had "won the lottery".
"It's a s**thole that I would not ever pay to stay in ... never again," one guest, Simon Homer, said.
How did the hotel respond?
A spokesperson from TFE Hotels, which operates the Travelodge, said all rooms were cleaned thoroughly before and after guest use.
They said hotel management respected the decision authorities made but weren't aware of any specific COVID-19 related breaches.
"Since March, Travelodge Sydney has continuously hosted around 2,000 guests as part of the NSW Government's mandated hotel isolation program, and has received thanks from many guests who have appreciated the care and service from our team," the spokesperson said.
TFE Hotels said the hotel passed an audit related to the program on July 28.
What now?
The Travelodge has been taken off the NSW Government's hotel quarantine roster and all guests have been transferred to the Novotel at Darling Harbour.
Commissioner Fuller said people were entitled to expect fair standards, considering they were paying.
"These are decent people returning from overseas, we want to make it as decent as possible," he said.
"[Travelodge] is off the list and that's the most important thing. There are plenty of other hotels."
He said there had been no transmission of COVID-19 between guests who had consecutive stays in any hotel room across Sydney.
"The system we have appears to be working," he said.
As to whether those who stayed at the Travelodge will receive a refund the Commissioner said: "That's a good question, I'll have to have a look at that one."
https://news.google.com/__i/rss/rd/articles/CBMiamh0dHBzOi8vd3d3LmFiYy5uZXQuYXUvbmV3cy8yMDIwLTA4LTI2L3N5ZG5leS10cmF2ZWxvZGdlLWhvdGVsLWJhcnJlZC1mcm9tLWNvcm9uYXZpcnVzLXF1YXJhbnRpbmUvMTI1OTYxODjSASdodHRwczovL2FtcC5hYmMubmV0LmF1L2FydGljbGUvMTI1OTYxODg?oc=5
2020-08-26 03:30:00Z
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