What a horrible way to treat people, especially in times of a medical crisis. Chris (manager) should be ashamed! An elderly woman and her husband had to take an emergency flight to get him to a hospital. After her husband was checked in and stabilized, she needed a hotel that evening. From the US, at 10:23 PM Australia time we used hotels.com to book at Herston Place. Only after making the booking did we learn from looking at their web site that there would be nobody available to check her in after 6 pm or 7 pm (two sites gave different times). We called the hotel phone number and nobody answered. We had to send her to another hotel. We couldn't cancel our booking because it was non-refundable. The next day we sent messages to the hotel and received a response stating that if our relative had attended the property she would have seen a mobile phone number clearly displayed at each entrance for her to call to gain immediate access to her room. There was no information on Hotels.com or the Herston Place web sites stating anything about a phone number being available for 24-hour access. And we certainly were not going to send an 80 year old woman to a hotel after 10 pm with the hopes there might be a phone number posted on the door where someone might answer and may let her in. Hotels.com tried to get authorization for a refund, but Chris, the manager, refused (for services never rendered). Avoid this place at all costs!