UniLodge Reviews 109

I had the worst experience with UniLodge. Due to Covid-19 I had financial issues. They told they'd help but never did. Then when I tell them I'm going to stay with friends and would like to move out, they ask for my whole bond and claim to not take more money if I'd transfer my bond. After moving out, I get mails every week where they ask me to pay money for miscellaneous stuff and are least considerate and rude. Has got to be the worst experience ever. PLEASE do not make the mistake I made. Worst services and worst staff.

What could I say about Unilodge ? If you like having problems weeks before arriving and after leaving, it's the good place to stay. I won't name all the issues I had during my 10 weeks stay in Unilodge City Gardens in Adelaide but to explain the biggest ones: rude and very unsympathetic crew, way too expensive accomodation (actually I think it's the most expensive I could end up with in Adelaide... a proof that expensive doesn't mean "of good quality")... And last but not least, I won't get my 2400AUD back because of administrative failure from Unilodge... To sum up, I would really advise you NOT to book anything with Unilodge at all, very unprofessional.

I have lived in Unilodge accommodations for 2 years. In honesty, based on my experiences in terms of the social life, comfort and privacy it is not too bad. You have your own time and space to do your own things and work, you can communicate to those who you are close too and you may find some people who study in the same course as you which creates an opportunity to work in groups and meetings much more easier.

However, when it comes to management and all that behind the scenes such as payment, assistance from staff (rather slow) and potentially encountering rude staffs I would have to say all of these factors would simply make your experience a living hell.

***STRAIGHT TO THE POINT***

What I am truly disappointed at is the ''communication'' between all the Unilodge branches around. It seems that they do not seem to talk to each other and update on the situation that is happening. My story is that I have personally requested an early termination to end my contract early due to the management of the lodge not able to secure a room for me for year 2020. In the contract it is stated that a 4 week prior notice is required, so I decided fulfill that condition by writing a hand written mail to give to the reception staff and backed up by emailing them the necessary forms to fill in upon my leave.

The conditions such as keys being returned and room fee was payed and all I am waiting is to receive an email to notify me if it was a success or not. I have emailed and chased the reservation team upon my status for the termination, but none have replied me. 2 months later after the request for termination, I have received an email saying that it was not successful and simply do not have sufficient reason to grant the termination. Before this I have received an email telling me that they have 'NO' records of me requesting for early termination although I have already informed my respective lodge reception about this matter. I cannot believe they did not know, it is as if my respective lodge reception said ABSOLUTELY nothing to them.

Being told that I am not granted the termination is fine but at least they could have done is told me 2 MONTHS ago when I ASKED for an update on my status, and at that time the reservation team was clueless on this matter. Because of such poor communications I have absolutely no idea what is going on behind the scenes and later on before you even know it, there is more things to do such as more forms to fill in and endless tasks. It feels as if you are trapped and you can't escape from this. I was absolutely tired and frustrated that I have to keep chasing and chasing them to hurry up. I feel absolutely bad having the need to send angry emails, especially I feel sorry to those who has to handle all of these emails thinking I am the bad guy.

Lastly, this brings to my next topic which is the "deposit refund''. So as before I have chased the reservation team upon my status on the deposit refund. Guess what?? They did not have a clue about what this is. Here I have to reattach all the necessary documents (which my respective lodge didn't) to send it to the reservation team to explain the chronological events that happened because the Unilodge branches CAN'T seem to talk to each other. I was told that take up to 4 months and it is reaching its due date now, I received no update although I have asked, after almost a month, I received no emails but instead the following email saying they did not grant my termination.

'''MY VERDICT'''

Despite the perfect presentation and all of the luxury being close to University ground, I personally DO NOT recommend staying in the Unilodge accommodations as sooner or later, you will find many factors that would make your University life a living hell. Ironically, the hell continues (like the communication with emails about your deposit bond) even after you have left if you are planning to terminate your contract early. Do not be deceived by the nice looks of the accommodation, instead talk to those who have stayed in the past so they can tell you their story like I am doing now.

There are ACTUALLY more factors such as poor staff attitude, horrible internet, outrageous fire alarms and poor facilities such as printers and computers. But I think the other reviews pretty much got it all covered so please do check them out.

'''SUMMARY"""

- Poor Contract Management
- Poor Communication among the Unilodge team

You do NOT have to pay ~200$ for "professional" / steam cleaning upon moving out! -> there's a law -> see RTA: section 188 (4)

When I wanted to move out in June, I got an email from Melanie Kim that, telling me to pay their cleaning crew over 200$ or hire a private "professional" crew/ hire a steam cleaner.

When I went down to receptions Brock Stokes told me that the RTA law states that it has to be cleaned "professionally" -> that's a lie - the opposite is true!

You can clean your own room; you don't need to steam clean the carpets.

Call the helpful people at residential tenancies authority 1300 366 311 International calls: +61 7 3046 5400.

Needless to say, I do not recommend staying there. My air-conditioning couldn't keep up - in the Australian winter - maintenance said it's in working order. Plus, the staff is incredibly rude.

I have been staying for curtin oncampus for almost 2 years. Initially it was manage by curtin however it was then acquired and managed by unilodge. Initially the rent prices where around 165$ per week. The 165$ would include free laundry, car services to waterford, 1-2 a month cleaning, no lock room fee, longer office hours and overall better customer service. However after unilodge to took over. The rent price went up to 199$ a week. Moreover all the services I've mentioned where removed. They now charge a 10$ lock fee, 55$ lost card fee, shorter office hours, no cleaning, 4& per load laundry charges, and the facilities are poorly manage, they dont often clean the common facilities. Also forgot next year their planning to increase the rent again without reasonable reason. They advertise that its cheaper to live on campus but after the year experience with unilodge i realize how its cheaper to live offcampus. Btw dont get fooled by the free gym access. You can only access the gym in certain hours.

Horrible experience dealing with management to return the bond money. Took them 6 weeks to process the refund, after multiple emails and repeated avoided phone calls. Also, they deducted $325 for cleaning one room in a reasonably clean 3 bedroom apartment. Additionally charged me for items which were asked to be replaced at least a dozen times when I was living there. Contacted management who didn't even bother to send a receipt for final billing and proceeded with the charges, which they obviously now deem to be valid.

Overall, I'd say to newcomers to Unilodge - there are a lot of hidden costs that they like to charge clients (who are in most cases new to Australia). It would be wise to stay away from Unilodge.

Edit: reply to Unilodge response-
Considering the way you have dealt with the final settlement of the bond refund, I am not in the slightest surprised to your incorrect responses. I left the place clean, and have pictures to prove them. I was also advised that cleaning would cost in the region of $150 which I confirmed was acceptable. I also made at least 5 or 6 requests to the rep to replace the desk chair, which was never actioned, and also advised by your management staff to leave as is since they would replace it anyway (with no reference whatsoever to extra charges).
And there isn't really a website for us to leave a review for UniLodge East West Apartments, but dealing with the same management would give future customers an idea of how their experience as a newcomer in Australia might be like with Unilodge.

Many thanks for your response.

Years and years, yet the staff from Sydney broadway branch is changing from time to time, they are never gonna be worse as they remain the worst level as always. The purpose of training their employees is only for their own benefits rather than real customer service or solving their own issues. What they are best at is blaming everything back to yourself with their condescending attitude and no doubt want to charge you some ridiculous fees with some unbelievably absurd reasons. When the real issue comes to you, you approach to their staff in person, they simply put you back to write an email and discuss about it, then do their best to avoid the important and dwell on the trivial, and of course blame something else that’s not even within the issue on you, by the way it probably is a very common issue in this building. They even afterwards ignore solving your own issue and report back that other issue with a reason saying they are gonna fine you if you don’t follow. Their ancient old building makes loudly creaking sound everywhere in the building if someone is walking on it, believe me it will happen in your own room and you would listen to the creaking sound that upstairs does to the floor. Besides, after using the watching machine you will find dirts on your CLEANED clothes after you wash your dark clothes, what a surprise! Also Never have to mention the disgustingly trash like kitchen in the common areas. Oh, of course, there is no sound absorption in their building at all TOO! If your neighbor is doing something high or they invite their friend to their room, wanna Rest? Not today! And guess what, I can even hear my neighbor’s having sex once at night, what a pleasure of mine! Oh, I almost forgot the mistakenly triggered alarm, that happens frequently or not whatsoever. Should you have any concerns that you don't want to be bothered for various reasons, such as “ROOM INSPECTIONS” for no reason, you should very very carefully think about this facility here before agree with their unreasonable price and sign the contract. Unless you like the loft-like apartment and you can bear with the sound of your neighbors’ stepping up and down from the stairs, or their terrible services. Otherwise you will be bound to this disgusting situation someday. After all, I reckon maybe the security is the most reliable staff.

Unreliable place! The management team doesn't know anything about the hospitality or customer service. It's true this place is not like a hotel, but at least being responsive to customers?? We paid loads of money. When you find some problems in your room, you try to email to manager and she/he will tell you to contact with maintenance, and also they will blame it on you, alerting its you caused this issue and you have to pay the fee to fix it, when they haven't even come to have a look on that problem. Also, their maintenance team is not responsive, never answer your phone call. Seems like no one gives a .... on residents after they signed the contact???

Horrible experience. PLEASEEEEE DO NOT LIVE HERE! Rats appear and nobody deals with it. On one night my roommates and I caught mice and called the service desk, they said they cannot do anything with it. Staffs seem like they are not able to solve any of the problems. My wardrobe door is missing from the beginning of the lease but over a half year passed the problem is still there. Including mouse issue. Also the hot water from the water heater is yellow. The whole building smells really bad. Many managers have bad attitude except the one from New York. (Unilodge on swanston)

Repulsive attitude towards clientele. It is clear that the organization is mismanaged with very poor HR standards reflected by employee attitude and service towards tenants. As a previous tenant and current unit investor, fees and strata charges are not transient, in addition to information inaccessible. The fire alarm is frequently triggered, with sirens ringing for up to half an hour in the middle of the night up to a few times during the week. Regardless of whether it be a mischarge or a water ceiling leakage resulting in water dripping into the bed, expect a drawn out period of resolution ranging from weeks to months. However should you require to pick up your mail even minutes before 3pm expect to be addressed in a condescending tone and made to come back as part of protocol.

UniLodge took over management of Curtin University student accommodation in Perth in January, 2019, and they've turned out to be a nightmare to deal with. Many student tenants have complained their rooms were filthy and infested with insects when they started their tenancy. Many have also complained about UniLodge's chronic overcharging by taking too much money out of tenant's bank accounts through compulsory bank debit payment payments. Rents have also gone up this year while service and amenities have declined. UniLodge has a sordid legal history in Victoria including being fined $90,000 by the Victorian government for providing false and misleading information to students. UniLodge is a criminal organisation that needs to be shut down and their directors gaoled.

I have been a tenant of Unilodge which was located on Kensington street a few years back and have experienced terrible customer service. The staffs were abusive to the tenants, especially to non-confrontational international students. This staff called Charlotte shout at my mom and I and threatened to "kick us out" for letting my parents come over. Plus, the staffs at the reception would always monitor and glare at me whenever I bring someone to my studio apartment. The furnitures provided in the bedroom were awful; the springs in the bed were basically broken and literally poking my back and when I requested the staffs to replace it, they denied by stating that they are not responsible for it!! Additionally, the fridge occasionally stopped working and when requested to fix it, it would take the staffs days to send a repairman. Management was outrageously poor for a huge student accomodation in Australia. Plus, the staffs were ill-mannered. Will never associate with Unilodge again.

Very bad and unhelpful staffs
This is the 3rd time this happens.
My parcels were flagged “delivered” and I checked with the staff here several times and they kept saying the parcel weren’t delivered. Like I need to beg them for checking the store room. And they checked, the parcel was there.
The worst is the 2nd time experience this. It took about 2 months for the staff giving me the parcel.
I guarantee that all the parcels were delivered. I got checking numbers and also contacted with Aus post.
Very very bad experience with those staffs here.

This is probably the only few reliable reviews out there. I wouldn't rate this place as I would have given it a 0 star if I can. Like all the other reviews, the staff here are VERY rude and impolite to the residents here. Whenever I ask them for help i.e. water is not hot/repair something, they are very slow. Depending on their mood, they will handle ur request in a very patronising way like "We will get back to you." and never does so afterwards. The only thing that they are quick about is when you own them money or when you got locked out etc. Maybe that's when they will be slightly happier but usually they looked angry or unhappy at your requests. Even when I came to inspect the rooms, they were irritated when I just asked them one question -- they just want u to move in and that's it. It is very frustrating to know that the rent increases every year (which goes to their salary) but they are not very nice to their customers. Even managers at other places (like I stayed in Uno Apartments before) were WAY nicer as compared to them and they are not even managers, they are just staff here. Sometimes, they will even shout at you or roll their eyes at you when you tried to explain the situation. Usually, they will be either in the office chit chatting or lecturing someone about something. The bottom line is, if you want to move in here, you have to get everything done by yourself. The services here are VERY terrible. I think there are better apartments in the area which has better MANAGERS and staff members. Trust me, you would want to have someone RESPONSIBLE and NICE to maintain your facilities. TBH, they will say ooh please feedback to us on our offical email etc. but they honestly do not care AT ALL. So far, I have written my review and I didn't even get a reply back. The staff are REALLY lazy and they really need to be fired or change their attitudes.

Few staff for so many student, and many times the staff were not polite, interrupt u without letting u finish ur explanation. No efficiency.

I have had a pleasant time staying at the St Lucia UniLodge and never had any complaints. If ever I had a personal issue, management was just a quick email away and always helped to solve it ASAP.

I have semi famous gay friends who were ridiculed by students for being different like me and living there. The students are homophobic and rednecks from Asia and South America. Our only way to deal with them on a Friday night was to chant Michael Blumes famous tune "ha ha ha ha ha ha ha ha ha hah"! Try work that one out folks.

Unhelpful staffs and management, not willing to help the tenants living there whilst working. Charge heaps of amount for cleaning even when the apartment is cleaned. Appartments are good but staffs and management are rude which results in a bad experience.