I have stayed at this hotel on several previous occassions and had very good experiences. I have written a previous review to that effect. My experience on this trip, however, was sub-par, hence the "average" rating.
The hotel is elegant; its facilities are top-notch. I have no complaints about the condition of my room, the comfort of the bed (which is superb), etc.
However, elegant facilities do not make up for multiple service mishaps, particularly at a hotel that positions itself as top-bracket and charges as such. When I am paying what I did for this stay (over $400/night), I do not expect the sorts of service outages I encountered on this stay.
The problems began at check-in. On my last visit to the hotel, I was checked-out by a less-than-hospitable front desk associate. This time, he checked me in. Although the service at the front desk of this hotel is typically excellent, he is a "bad egg:" he is snobby, rude, and exudes a complete lack of warmth and hospitality. Throughout the entire interaction, he seemed irritated with me. He did not welcome me to the hotel, recognize me as a return guest (of either the property or Hyatt hotels, where I have elite-level membership due to frequent business), etc. It was almost a skit on a comedy show about snotty service at snotty places.
I arrived earlier than check-in time. I fully appreciate that hotels may not have rooms available. However, this gentleman did not even go to the courtesy of checking to see if, by changing my pre-assigned room, he might be able to find one that was ready early. While it is not the hotel's responsibility to guarantee rooms be ready early, the employee's lack of willingness to even check is in stark contrast to the experience I have had at this hotel's competitors in Melbourne, where staff members have bent over backwards to get me into a room early after the transpacific journey from the U.S. At those other properties, when a room has not been available, I have been extended the courtesy of use of the executive lounge for a couple of hours; here, the staff member offered no such thing; instead, I was left to my own devices for 2 hours until the room was prepared. Similarly, at other properties, the staff has offered to call my mobile when the room is ready; here, I was told just to "check back in."
Bell service was no better. I arrived by cab, and no bellman approached the taxi. Instead, I unloaded my own bags from the taxi and brought them in. When I asked the front desk staff member if he might store the bags while I waited for the room, he again appeared irritated and glanced outside, as if to say "well, why don't you ask the bellman?" Upon seeing his glance, I explained no bellman had greeted me, and he took the bags.
The service got no better when my room was ready. When I got the key, I was promised that my bags would be waiting in the room. They were not, necessitating a call to the front desk; the operator on the call instructed me to "look in the wardrobe" (they were not there). The bags took a few more minutes to be delivered.
The hotel did not honor my room preferences. As a frequent guest with Hyatt, I have clear preferences on file for a room away from the elevators; instead, I was put in a room right next to the elevator back, next to a meeting room, and next to the housekeeping area. Very noisy.
The spa and gym at the hotel are nice facilities, and the pool is elegant. However, my use of those facilities was less enjoyable than one might hope due to the condition of the men's locker room. At around 7p one night, there were no clean towels in the locker room. The dirty towel bins were so over-stuffed that guests had begun to stack their dirty towels on the floor next to the bins. The showers were full of dirty towels, and the floor was lined with dirty bathmats. It appeared that no attendant had entered the locker room for hours.
The worst part of the stay was on the next-to-last night. After awaking around 5a for several days in a row, I had one morning where my meetings started later and was looking forward to sleeping in a bit. Instead, around 6a, an emergency phone in the staff area next to my room began ringing non-stop. After nearly 40 minutes of this, I called the desk and asked to have the problem resolved. It was not. The ringing continued for 3 HOURS until I placed a very angry phone call to the manager. This is completely ridiculous. Although the hotel compensated me for this misstep, it was still an unpleasant experience.
That compensation involved a day's access to the Park Lounge. While, characteristically, the lounge was elegant, breakfast is not served in the lounge. I find that very odd -- what concierge level does not serve breakfast in its lounge? Furthermore, upon enterting the lounge at mid-afternoon, its tables were littered with empty glasses, coffee mugs, etc. left by guests throughout the day. An attendant coming through the lounge on occasion would easily fix this.
Overall, an unpleasant stay unworthy of the price point and Park Hyatt name. Although the Park Hyatt has won my business on several trips to Melbourne, I'm not sure it will again.
- Official Description (provided by the hotel):
- Overlooking St. Patrick’s Cathedral, Fitzroy Gardens and the cosmopolitan mix of Victorian and modern architecture of the central business district, Park Hyatt Melbourne offers an exclusive sanctuary in the heart of the city. Our hotel in Melbourne CBD provides a warm ambience and exceptional levels of personalised service and luxury amenities. Renowned for having the largest 240 luxury rooms & suites in Melbourne with walk in robes, Italian marble ensuites and open windows, our luxury hotel in Melbourne provides an unparalleled experience of elegant, contemporary luxury. Guests are invited to enjoy the award-winning ‘radii’ restaurant & bar, a decadent Tea Lounge and Park Club Health & Day Spa featuring an indoor aquamarine pool, spa, sauna, gym and private sun deck. Our Melbourne hotel is only 25 km from Melbourne Airport, and is convenient to most city attractions around the city centre. It is within walking distance to the Melbourne Cricket Ground (MCG), home of the Australian Football League (AFL) and test cricket, The Melbourne Museum and the best boutique shopping, cafes, restaurants and theatre districts. ... more less
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- Also Known As:
- Park Hyatt Melbourne Hotel Melbourne
- Hyatt Melbourne
- Melbourne Hyatt
- Park Hyatt Melbourne Victoria