The Charles

Lovely room with a comfortable bed. However, when we woke at 6am and made coffee, we found that there was no milk. Reception didn't open before 8 am, and they didn't seem concerned when we told them of the oversight later. Also, the bottles of water that are generally free with accommodation were $5 each

I’m deeply disappointed by how the staff handled our recent interaction. There was a clear misunderstanding, but instead of taking a moment to ask questions or clarify the issue, they jumped straight to a conclusion—and not just any conclusion, but one that involved refusing our business altogether. I was polite and open to resolving the situation, but the staff showed no interest in listening or understanding our perspective. Their tone and attitude made it clear that they were more interested in being dismissive rather than helpful. This kind of treatment is not only unprofessional but also reflects poorly on the business as a whole. We were genuinely interested in supporting this establishment, but after the way we were treated, it's clear that our business is neither valued nor welcomed. Very unfortunate experience.

Very unprofessional and irresponsible service! We arrived at the Charles Hotel at 8:30 PM after a long drive from South Australia to Wagga Wagga, only to find no one at reception. A note was left asking guests to call an after-hours assistance number. My husband and I called that number repeatedly for two hours—no one answered. At times, it even sounded like someone was hanging up the phone. I also sent a text message and emailed the hotel, but received no response. After two hours of waiting around with our two young children and my 80-year-old mother, we drove around town to find alternative accommodation, but unfortunately, everything was fully booked at that time of night. We returned to the Charles Hotel and tried calling again, but still, no response. It was extremely disappointing and distressing. With nowhere else to go, we had to sleep in the car. No one slept well, and in the end, my husband decided to drive through the night to Sydney—something we had originally planned to do after resting for one night in Wagga Wagga. At 1:30 AM, I finally received a message from the hotel with no apology, just casual instructions on where they had left the key—as if nothing had happened. Only after I replied did they offer an apology, but by then, it was far too late. This experience was completely unacceptable. I’ve never encountered such poor service before, and I strongly urge the Charles Hotel to seriously review and improve their after-hours support and communication.