We have booked for a room with the description stated as ground floor and I have also requested for a ground floor room during booking just to make sure. However, I was shock to get a room at second floor upon check in. Worse still, the staff was not apologetic at all. I have hurt my ankle recently and needed a ground floor room as such. Firstly, I showed her my booking that described room as ground floor unit. Then, I showed her my booking with the request written for ground floor unit. She took a quick glance and told us all ground floor units are taken and the request didn’t show up on her system. That’s joke of the day! All my requests showed up in every other motels before this and didn’t have any problem with anyone. Even though the booking already stated ground floor unit, she simply brushed it off by saying it’s all taken. Zero empathy or felt apologetic to us. I couldn’t do anything as it was already evening when we reach. Else, I wouldn’t hesitate to cancel and go for others. This is the only unpleasant stay out of our 16 nights from Melbourne to Sydney. I will definitely try other motels on next visit in Eden.