When we found our room in a building named differently from the apartment I booked, I did a research online and found out that both the service apartments were listed on Hotels.com, so I didn't accept the explanation from the customer services that they have multiple properties and cant reveal the address until check-in!
The reason I didn't think I checked in was not what I booked is the totally different conditions/setting of the apartment:
1. Stained carpet in both bedrooms
2. dirty walls with marks and stains in both bedrooms and bathroom
3. neither of the bed has a bedhead - base and mattress only
4. floor lamp in the living room has no cover - globe on the stand only and its definitely not a style!
5. 2 seated sofa only for a two double bedroom
6. very dirty rug in the living room
7. cockroaches found in the living room - alive!
When I contacted the hotel about the dirty rug, carpet and marked walls, I was told due to the peak season, they cant arrange deep cleaning for the apartment. But I believe the standard is low, so the quality will only get lower!
By saying so, the hotel did respond to my emails quickly and offered to send cleaners, however, the apartment needs a deep clean!!
Now, to be fair, the location of the apartment is good, I came to Melbourne for a conference so I had no trouble of finding a taxi at the Southern Cross station. The kitchen was clean and has basic utensils.