Pier 21 Apartment Hotel

Recent Reviews: 549

• User:Sophie F

  Trip type: Family

  Disappointing stay – unbearable heat, poor service, and zero care for families 1/5 stars

  06 Mar 2026

  We stayed here for 5 nights as a family with two young children under 5, and I’m 34 weeks pregnant. What should have been a relaxing stay turned into a stressful, sleepless nightmare due to the hotel’s complete failure to address basic issues.The air conditioning in our room did not work at all. With Perth experiencing scorching temperatures of 37°C, 39°C, and 36°C during our visit, the room was stifling and unbearable, especially at night. Our kids were restless and overheating, and as a heavily pregnant woman, I barely slept – it was exhausting and unsafe. I actually ended up in hospital from dehydration and the constant heat which brought on preeclampsia symptoms on day 3 was of our stay . We raised this issue with reception every single day, requesting a room change multiple times because of the air conditioning. They repeatedly said they couldn’t accommodate us or had no availability, despite us being understanding and patient. On the second day, they claimed they couldn’t access our room to check/fix the aircon because of a “Do Not Disturb” sign – which was completely untrue. My sister-in-law was babysitting our children from a nearby room and personally saw staff enter our room with no sign on the door at all. This felt like a blatant excuse and showed a real lack of honesty and effort.Service overall was terrible. Breakfast was understaffed every morning, with long waits, missing items, and minimal attention from staff. The hotel seemed indifferent to our repeated complaints and showed no urgency or empathy, especially considering our young family and my pregnancy.The location is genuinely great – right on the river with nice views and amenities – and that’s the only positive. But without functioning air conditioning in extreme heat, none of that matters. We suffered through terrible sleeps, cranky kids, and constant discomfort for no good reason.We will not be recommending Pier 21 to anyone and definitely won’t stay here again. Families, especially those with little ones or anyone sensitive to heat, should look elsewhere.Avoid if you value comfort and basic customer care. Fleur Jubb, General Manager at Pier 21 Apartment Hotel, responded to this review Dear sophief577Thank you for taking time to post your review and on behalf of our team, I sincerely apologise for the issues you encountered. Please be assured it is not reflective of the service and experience we would want any of our guests to encounter.We pride ourselves on providing the highest levels of service and clearly fell short of expectations here. I'm sorry we were not able to move the room earlier, once we established the unit did fail (which is something we can't predict). It is not typical and rest assured I have shared your feedback with our team on our lack of empathy and responsiveness to ensure we do better in the future. Whilst it doesn't negate your experience, I wanted to let you know your concerns were heard.We hope your trip home was a safe one and wish you all the best for the addition to your familyBest personal regardsFleur JubbGeneral Manager

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• User:D5114QHamyr

  Trip type: Couples

  Average room, amazing staff and breaky

  04 Aug 2025

  A very average experience. We stayed here for a little getaway with the dog. The atmosphere is strange and quiet. The room was quite dated and news refurbished, definitely not four star standard. The pool area is gorgeous and would be lovely during summer. The staff working were also fantastic and super friendly. The breakfast was tasty and fresh. Fleur Jubb, General Manager at Pier 21 Apartment Hotel, responded to this review Dear D5114QHamyrThank you for taking time to post your review. We're glad you were able to enjoy a getaway with your dog at our Riverside location. I'm sorry to hear of the disappointment with your room. We are in the final stages of selecting new furniture for the rooms and hope you might see those changes on any future stays.We appreciate the kind feedback for our team and the breakfast offering and will be sure to share this with our staff.Thank you again and hope you had a safe trip homeBest personal regardsFleur JubbGeneral Manager

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• User:Haley P

  Trip type: Family

  Fabulous location

  05 Apr 2025

  We went for a business trip taking three couples, a small child and a dog. We had a fantastic weekend, this place is a real gem. We had rooms facing the water with the most incredible view. Sunday morning breakfast at the onsite restaurant, served and cooked by two fabulous staff they did a brilliant job in accommodating our big table of varied orders, delicious. Followed by walks around the river absolutely beautiful. The rooms were clean, modern, very comfortable. We would definately come back and stay again. Although next time we might bring some dinner with us as that was a bit tricky if you dont want to go out and drive. This hotel really does have everything, from the pool inside and outside, a very well equipped gym, laundry etc. Very happy. Fleur Jubb, General Manager at Pier 21 Apartment Hotel, responded to this review Dear haleyp692Thank you for taking time to post your review. It was wonderful to see you enjoyed your stay and took full advantage of all the amazing offerings here at our Riverside location on the Swan River in North Fremantle. We'll be sure to share your feedback with our team and appreciate your recognition of our staff at the breakfast lounge in particular!We do offer some delicious ready-to-heat meals for convenience and of course the complimentary BBQ poolside is a great way to cook and enjoy the scenery as a great alternative to the in-room kitchenettes.We look forward to welcoming you back soon for another fabulous stayBest personal regardsFleur JubbGeneral Manager

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• User:Lisa A

  Trip type: Friends getaway

  RUDE CUSTOMER SERVICE

  16 Feb 2025

  This was the worst hotel I have ever stayed out.From out arrival the hotel receptionist was the rudest most passive aggressive person I have ever encountered. There was a bit of a misunderstanding in regards to my booking and instead of helping me resolve the issue. This person left me shaking and in tears ruining the weekend I had planned for my friends 40th birthday.My husband had booked our stay for us using his qantas points. She wouldn't allow me to check in as it was booked in my husbands name and she needed him to physical be there to check in. He is a fifo worker so was not available. I had his qantas card and a photo of his id on my phone I showed her and she was not accepting this and making things really difficult. I offered to call him to authorise the booking but she wouldn't budge. She basically told me too bad. I asked if I could cancel the booking and rebook as I had my friends were waiting in the car and this was meant to be a surprise.She said I would lose my money and there are no rooms available??? I said what about the room that I am cancelling isn't that available?? she said not for you first in best dressed.I was in bits she was not offering any solutions I was pleading with her i was clearly upset and begging her to help resolve this. Her answer was she will have me removed from the premises if i don't calm down. I never once raised my voice and was just begging her to please give me a solution.I then had to go and confront my friends and tell them the weekend is off. I was so upset and shaking.My friends were so kind and understanding and calmed me down I was so embarrassed that I messed this weekend up. We waited about 15mims and we entered reception again we ere going to ask to speak to the manager.On the desk now there was another girl she had no issues with my booking happily accepted my husbands id and asked me to call him so she could ask him to authorise the booking over the phone.How the previous girl handled the situation was very unprofessional and rude not sure what power trip she was on totally unnecessary and she should defiantly not be working in customer service.After all this you would think this was the best 5 star hotel in perth -femantle.The floors in the room were absolutely filthy you could feel the grime under your feet.so many cockroaches and our sheets were itchy and my freind broke out in a rash.The view and the outdoor pool were lovely though Fleur Jubb, General Manager at Pier 21 Apartment Hotel, responded to this review Dear lisaaG5354GSThank you for taking time to let us know about your recent stay and arrival experience. It was most disconcerting to hear and we appreciate you taking time with us on the phone and email to try to resolve the situation. I can only apologise again, on behalf of the team, for the lack of warmth, empathy and hospitality you received upon your arrival. To reiterate our offer remains open, should your travels bring you back to North Fremantle, please don't hesitate to reach out.Best personal regardsFleur JubbGeneral Manager

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• User:48PaulK48

  Trip type: Couples

  Ideal in every respect

  04 Feb 2025

  Stayed here while visiting son in Cottesloe. Great position on Swan river with views of the river. Simple unassuming place which did really good range of breakfasts. Room itself had all amenities a traveller could need. Fridge freezer, dishwasher, microwave. Small private balcony. Friendly helpful staffFree secure parking Only fault was room very hot with a/c not reaching the bedroom area. Would not hesitate to return Fleur Jubb, General Manager at Pier 21 Apartment Hotel, responded to this review Dear 48PaulK48Thank you for the lovely review. So great to hear you enjoyed our Riverside location in North Fremantle and the amenities and facilities on offer. We can't wait to welcome you back for an even better stay soon.Safe travelsFleur JubbGeneral Manager

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