Hotel Richmond on Rundle Mall

Good

Liked: Fantastic location and breakfast / dinner.
Disliked: My heating stopped working. I was given a heater and complimentary dinner, which was very nice.

Disappointing. Will book elsewhere next...

Liked: We have always loved staying at The Richmond, as the location is central, the rooms are large & in the past, we've always had lovely staff who have gone over & above to make us feel welcome & appreciated.Although it is a little outdated, the positives above have always outweighed the desperate need for a lick of paint, new curtains and refreshed furniture.However, this time our check in process was awkward and missing the personalised conversation and friendly touches.
Disliked: Unfortunately this lack of personalisation meant that even though I had contacted The Richmond on multiple occasions regarding parking - we were never given a parking pass, or asked if we needed one. Surely there had to be some note on our booking to show that we had indicated we wanted parking?This proved to be costly, because there was no staff available at checkout & so we were hit with a $51.70 parking fee.They also offered a 25% off voucher for food & drink in the booking confirmation that was never provided at check in.After hours access via the front door with the security keypad was difficult as it had been damaged at some point & it took us 8 tries of entering the code before we were able to access the building.Not ideal at 12:30am in the cold rain.This was made worse by getting up to our room to realise AC had issues and even though we had left the heater on before going out, we came back to a freezing cold room & no way to heat it up!We understand there are unstaffed hours, but the reception phone should go through to someone on call for issues like these.I have reached out to The Richmond before posting this review, in the hopes they would try to do something to make it right, as this put a real dampener on my husband's birthday trip.However, I just received a basic response thanking me for advising them, apologising for the inconvenience & that "Regarding the front door and air-conditioning, we are aware of these issues and have contacted our maintenance crew to fix both the air conditioning and the front door keypad as soon as possible." Which makes it sound to me that they already knew & didn't attempt to advise us, or accommodate the issues in any way.This experience has marred our previously wonderful history of stays at The Richmond and will most likely result in us booking another hotel that has 24/7 reception from now on.

Poor

Disliked: The male staff I encountered were rude and condescending. Despite bring out from 9 to 5 and asking for my room to be made up I never once saw a member of housekeeping and my room never did either.

Superb

Comfortable stay

Liked: The massive bathroom was luxurious

Good

Very good

Liked: Close to shops
Disliked: A small couch would have been great.

Good

Pleasant