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Reviewed 14 October 2019

We had issues with our room. Reported them to a staff memeber and nothing happened. Told the front desk as we were leaving, didn't even provide anything by way of apology, just billed us $500 for our night. Thanks you very much!
You would think they could have easily knocked off one of the drinks or something for the inconvenience.
The door handle on the toilet door was broke off, and was poorly maintained. its a bar style handle and the end closest to the door frame came apart, the end closes to the hinge was ok. made it difficult to use the bathroom, and loud. too, it would clunk and bang during the night, waking my wife.
The second issue was the minibar, it was hot inside the fridge. Nothing was cold and it smelt funny.
pity we enjoyed our stay but don't think its worth returning.

Date of stay: October 2019
Trip type: Travelled as a couple
Review collected in partnership with Crown Resorts and Medallia
1  Thank stewro
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
CrownHotelsManager, General Manager at Crown Metropol Melbourne, responded to this reviewResponded 21 October 2019

Dear stewro,

Thank you for taking the time to share your feedback following your recent stay.

Firstly, I would like to extend my apologies for what was clearly a disappointing stay. You have raised several concerning points which I have addressed with our management team.

I hope to have the opportunity to welcome you back in the near future to reinstate your confidence in our hotel.

Sincerely,

Greg Moore
General Manager
Crown Metropol Melbourne

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 14 October 2019 via mobile

The hotel is in a good location, clean room and the view from their infinite pool is amazing. We love the swimming pool and spend the most of our time there.
I have to mention a lovely lady from the Lobby, her name is Jacqui (sorry if I spell her name wrong). She showed so much care and love to my daughter after she lost at Lobby and couldn’t find her way back. She send someone to find us straight away, and called us. When we saw our daughter, my daughter has a teddy in her hand and a big smile on her face.
I am very impressed of the level of customer service Jacqui has provided! With this level of customer service, no wonder this hotel rated as customer excellence on the trip advisor.
We will definitely come back again.

Date of stay: October 2019
Trip type: Travelled with family
1  Thank maggiezhang6688
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
CrownHotelsManager, General Manager at Crown Metropol Melbourne, responded to this reviewResponded 21 October 2019

Dear maggiezhang83,

Thank you for your five-star review.

We pride ourselves on our friendly and welcoming service, and I was delighted to hear that my team demonstrated this throughout your stay. I will be sure to forward your kind comments to my team and appreciate you taking the time to share your feedback on TripAdvisor.

I hope to have the opportunity to welcome you back again soon.

Sincerely,

Greg Moore
General Manager
Crown Metropol Melbourne

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 13 October 2019 via mobile

I stayed here for two nights with my husband and stayed in a studio luxe suite, which was absolutely gorgeous. The bed was so comfortable, and the view from our room was amazing.

We waited around 25 mins to get checked in though which was annoying, there needs to be more staff on during peak times.

If you are staying here and wanting to do laps in the pool, you’ll be disappointed. Even when it opens early in the morning there are hoards of people in there, and clearly others are sneaking in non-guests too. The gym is good but the treadmills are getting old and loud.

The bar on the top floor is gorgeous and well worth a visit. The breakfast restaurant though is definitely not worth a visit. $45 per person and it was sub par at best. Ridiculously busy, loud and understaffed too.

I last stayed here in 2011 and was incredibly impressed back then, it’s gone downhill a bit since then. Won’t be staying here again unless services improve, and they stop non guests using the hotel.

Date of stay: October 2019
Trip type: Travelled as a couple
1  Thank stacytoby
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
CrownHotelsManager, General Manager at Crown Metropol Melbourne, responded to this reviewResponded 21 October 2019

Dear stacytoby,

Thank you for taking the time to share your feedback.

I was naturally disappointed to learn your recent stay did not meet your expectations. I would also like to offer my sincere apologies for the shortfalls in service relating to your arrival experience.

I appreciate your feedback regarding check-in and your breakfast at Mr Hive Kitchen & Bar and I have since shared your comments with the relevant department managers to review. School holidays are usually a very busy time for us (and our pool) and I understand that this may not appeal to everyone. For the benefit of others who may read this review, our pool is purely available to hotel guests only and is not accessible to the public. Keycard access is required to gain access to the swimming pool floor.

Once again, thank you for your review and I do hope to have the opportunity to welcome you back again for a more positive stay in the near future.

Sincerely,

Greg Moore
General Manager
Crown Metropol Melbourne

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 13 October 2019

Crown Metropol is centrally located, quick walk to city and all dining and entertainment in one place. Only problem is getting taxi during peak hours. The pool offers best views of the city and plenty of options to dine in.

Date of stay: October 2019
Trip type: Travelled on business
Review collected in partnership with Crown Resorts and Medallia
1  Thank Baswan11
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
CrownHotelsManager, General Manager at Crown Metropol Melbourne, responded to this reviewResponded 21 October 2019

Dear Baswan11

Thank you for your excellent review. I was delighted to read that you found your stay at Crown Metropol such a positive experience and that you enjoyed the views from our pool located on Level 27 of the hotel.

We hope to welcome back again soon.

Sincerely,

Greg Moore
General Manager
Crown Metropol Melbourne

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Reviewed 12 October 2019 via mobile

I have stayed here plenty of times and unfortunately I probably wouldn't stay here again. There was mould in the bathroom sink under the tap, the mini bar chips were dusty and there was no sanitary bag in the bathroom. Also there was no kids menu for breakfast for room service so we were forced to order a adult meal which my daughter did not eat, I did ask while ordering if they could do a kids serve and they said no. For a 5 star hotel this is very poor. The location was great and the beds were comfortable.

Date of stay: October 2019
Trip type: Travelled with family
2  Thank Mel0leon
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
CrownHotelsManager, General Manager at Crown Metropol Melbourne, responded to this reviewResponded 21 October 2019

Dear Mel0leon,

Thank you for taking the time to share your feedback.

Naturally, I was concerned to learn of the shortfalls which occurred during your stay and apologise that your experience fell below expectations. We aim to provide our guests with an outstanding level of service, and it's obvious we have not delivered on this occasion. I am unsure if you spoke to a manager during your visit; however, we would appreciate the opportunity to discuss your stay in more detail. If you have the time, please contact our Hotel Duty Manager on +61 3 9292 8328.

We look forward to hearing from you.

Sincerely,

Greg Moore
General Manager
Crown Metropol Melbourne

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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