This was our third stay and the least impressive. That’s not to say we didn’t enjoy the stay but there were several things that were irritating. Let’s start with the good things.
The staff – the “normal” staff are what makes this hotel stand out. By “normal” I mean the staff who are not front desk managers. With the exception of Viviana, who is just a gem, the managers are unimpressive and not friendly. At times they gave me the impression that I was imposing on them when asking for directions etc. Oliver, on the front desk, is very polite and professional, and the girls in the restaurant, Isabel, Maria and Dinah, are wonderfully friendly. So was Miao who brought us room service one night.
Location – great, only five minutes from Flinders Street Station, 10 from Southern Cross/Spencer St, five minutes from the Coles in Elizabeth Street, 10 minutes from the Bourke St mall and right outside are several tram lines and the aquarium. There are several restaurants nearby if you want takeaway. Depending on your room you can see Southbank and the fire display every hour at night.
Breakfast – included in our rate but reasonably priced if it’s not. Full range of hot and cold foods, eggs cooked how you like, pancakes made fresh to order, yoghurt, fruit, pastries etc. The coffee is pretty average though.
Mid-week drinks – this is the first time we have been at the hotel when they have had their weekly drinks. Held on a Wednesday or Thursday night, management invite all guests to come to the bar for drinks and savouries for about an hour. Tony, the General Manager, is there and is quite friendly. (He also mans the front desk at times and always has a smile on his face.) At the end a lucky door prize is given – a hotel polo shirt!
Join the One William Club (free) before you go as there are some advantages.
The annoying things this time:
This was our third stay and we were given the same room as last time – 7011, a one-bedroom suite on one of the lower floors. We stayed for a week and spent over $1500, and as repeat customers I think we should have been given a higher floor. The hotel was far from busy. As it was winter the huge tree outside the window was leafless so we could at least see out. The room itself is a bit tired – peeling paint in the kitchen, missing light switches and dimmers that don’t work properly.
The most annoying thing this time was the pillows. They no longer have any feather pillows, due to “health regulations”, so there is just the one type of pillow. It’s rather bulky and hard, even when you take the cover off. A hotel of this standing should have at least two types of pillows. It took two days and three managers to tell me they didn’t have any other pillows. The bed is great though.
The morning paper wasn’t delivered the first two days, despite a reminder after the first day. They made up for it though but giving us two papers for the rest of our stay.
We got room service one night, using the $50 voucher from our previous stay, and my wife’s steak came well done after being ordered medium. They promptly came and got it, gave us a cheese plate for our troubles, and cooked a new steak. They then checked on how this steak was cooked. Again, good service.
We filled in a feedback form and put it in the box upon checkout. That was July and it’s now nearly February and we haven’t heard from the Tony, the General Manager. After our two previous stays he would address our comments in a letter and include a $50 food and beverage voucher for next time, but we are still waiting this time. Perhaps he didn’t want to write to us anymore.
Would we stay here again? For what we are after, a one-bedroom suite with kitchen, laundry etc, you can’t really go past the Clarion. Check ubid4rooms and sometimes their prices are cheaper even though the hotel actually controls the ubid4rooms prices. There are just some things that the hotel could improve on.
Room Tip: Ask for a quiet room
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
5 February 2012
Dear Valued Guest,
How wonderful to know that you are still thinking of us, thank you also for your feedback again, via Tripadvisor.
I do apologies that our follow-up communication after your latest stay did not reach you.
We are all particularly impressed that you have recalled by name a few of our team; this is delightful I will ensure that the team members are recognized under our Star Rewards program.
Your comments do indeed help us to improve the services and facilities which we offer; I would like to assure you that our focus is to enhance the guest experience, and this is only possible through dialog, we do sincerely appreciate that you have taken the time in letting us know.
As a measure of improvement we hope to be rolling-out a wi-fi solution this year, and improved breakfast selections, based on a slightly different presentation service method & system, you will also be pleased to know that we have changed our coffee brand, and to date the feedback in this regard has been positive.
At times it is a challenge to facilitate a higher floor, due to demand, and during this period, the city was experiencing volume convention business and inspired AFL games, however I would like to assure you that we have noted your preference for a higher floor for future stays.
Regrettably due to potential guest allergic reaction concerns we have opted to select a new 900gram micro fill non allergic pillow, and have had good comments in relation to this selection.
We will also be updating our in-room information, and we are exploring digital solution, which may be viewed through the TV, however, I believe that you may have some concerns in relation to the content, and we would again appreciate your comments concerning this matter.
Thank you so much for the follow-up, I do look forward to welcoming you back one day soon.
Kind Regards
Tony Cakmar
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
