It's an average hotel in an amazing location and if customer service could be improved I would be more satisfied with the quality of accommodation. During a 6-night stay with a family of 4, our room was not cleaned once. We were informed that rooms are only cleaned every second day. On the third day I asked at reception late afternoon, having been out all day and coming back to an unclean room. I was informed then the room would only be cleaned every three days. As this was on the third day of our stay, upon request the room was cleaned. It was done very quickly, with carpets not vacuumed and beds not made. Only 2 towels left for a room sleeping 4 people. When chatting to the manager about our frustrations, she was frosty and unapologetic, shrugging her shoulders and making no attempt to compensate us in some way for the inconvenience caused. Otherwise, staff we encountered were friendly and the buffet breakfast is excellent. Drinks and food service in the bar was exceptionally slow, one evening we were told it would be an hour wait if we ordered dessert.…
Room was fine, convenient location for us to get around Melbourne, the rooms were cleaned once every 3 days, the staff at reception were helpful, enough room for families, and reasonable price for a family trip to Melbourne
Unfortunately checked in today, with family for a weekend trip. The room has not been cleaned (they claim it has, but the water marks, dried milk and fingerprints all over the mirrors say otherwise!) Called and advised the reception of this, they apologised and said someone would be up to clean it - 4 hours later, and still not cleaned! Not acceptable and would never stay here again… dreading the 3 nights I have to spend here!
Pros: a good location and nice rooms that are in good condition Cons: 1. don’t expect ANY recognition as an Accor member, no welcome drink, no newspaper, nothing. The hotel will cite ‘Covid’ which seems to be an unnecessary excuse to cost cut at all levels 2. They are only servicing the rooms once every three days! This is only told when you have checked in. Again, ‘Covid’ seems to be the excuse which is weird leaving bins in rooms in emptied when cleanliness is a concern.
Cant have asked more - staying for 4 nights- The staff at the hotel really know how to pamper and feel home away from home. It all started when we meet Julian (The valet)- He is joy of sunshine. Every time we meet him he took us to new journey of things to do. He and concierge team are true ambassador of culturally diverse city. Mark and FO team made our check-in and checkout seamless. Ema, Mintri and breakfast staff were so courteous.
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