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Cruiser51008029412

Unbelievably bad service in restaurant

1.0 of 5 bubblesReviewed 3 weeks ago
We paid for an 'apartment' which was very disappointing - nothing more than a standard motel room with some prefab walls around the bed!

Breakfast was an unforgettable experience though. Partner is coeliac so we asked for an omelette with tomato and mushroom. Tough right? The 'cook' sent the waiter (no more than a teenage gawky boy) out to our table to specifically deliver a message that "ordinarily she wouldn't do that but because the restaurant wasn't overly crowded we were lucky she would today". There was no other message or anything else from the waiter. We thought wow!!!

Looking around the room there was one other table with three business guys who'd already been served so literally no one else in the entire restaurant waiting on food. Who does that? Possibly the worst service line we've ever experienced anywhere on the planet and we've been to thousands of places. Food was ordinary but we'll never forget the lazy ar#$ed cook that day no matter what.

We also had to ask geeky waiter three times for a jug of water for the table and after the third time without result just go and get it ourselves (no, there was still no-one else in the restaurant) but at that point we thought it was just hysterical rather than unusual.

Never ever again.
Date of stay: February 2024
Room Tip: Don't eat there
Trip type: Travelled as a couple
1.0 of 5 bubblesValue
2.0 of 5 bubblesRooms
4.0 of 5 bubblesLocation
4.0 of 5 bubblesCleanliness
1.0 of 5 bubblesService
3.0 of 5 bubblesSleep Quality
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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.
Graeme Kuchmar, Owner at The Sebel Melbourne Ringwood, responded to this review
Responded 2 weeks ago
Dear Guest,

Thank you for taking the time to provide your detailed feedback. We deeply regret that your stay did not meet your expectations and would like to extend our sincere apologies for the shortcomings you experienced.

We are very sorry to hear that the apartment did not meet your expectations and that the service you received at breakfast was disappointing. This is certainly not the standard of service we strive to provide. Your experience with the omelette request and the service from our staff is unacceptable, and we will be addressing this directly with our team to ensure such incidents do not occur in the future.

We appreciate your feedback on the service issues and will be conducting additional training to improve our service standards. Your experience is not reflective of the level of hospitality we aim to offer, and for that, we sincerely apologize.

Please know that we take your feedback very seriously and are committed to making necessary improvements. We hope you might consider giving us another chance in the future to provide you with the exceptional stay that we strive to deliver to all our guests.

If you would like to discuss your experience further please contact me directly at vincent.jean-pierre@accor.com at your earliest convenience? Your satisfaction is very important to us, and we hope to have the opportunity to address your concerns personally.

Thank you again for your feedback,
Kind regards,
Vincent Jean-Pierre
Front Office Manager
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
The listings of booking offers for each property take into account the compensation paid to us by our partners. Prices shown may be for varying room types. Prices displayed are the lowest available, corresponding to the least expensive room type available, as provided from our partners as of the time of the user’s search.
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Reviews (31)
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1 - 6 of 31 reviews
Reviewed 11 April 2024

Our 3 Star rate reflects ONLY on the Restuarant and, if it wasn't for the fantastic qualities of the Rooms, Comfort, Fitout and the service at Check in and the Reception, it would have been just 1 Star rate.
To start, the Restuarant Staff were in attentive, At breakfast on both the days we stayed there, Coffee ordered never arrived or arrived late. There appeared to be NO communication between the Staff as on 2 occasions we were told "oh, I told the other staff member to tell you there was no Milk"? Breakfast was a SHAMBLE. Having said that, the Chef (Nathan) was very attentive and was no only coking the meals, but serving them as well at breakfast whilst the Waiters were standing around????
A further mention was that signage for the Sebel is pretty poor with no direction to drive off the Maroondah Highway into the Hotel Reception and Guest Carpark. We over shot the Entrance twice.
Happy to chat with someone to elaborate on our experience.

Room tip: Restuarant Waiting staff require a lot of training. Refer to my comments.
Date of stay: March 2024
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Barry R
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.
Reviewed 11 October 2023

Great hotel, would definitely recommend. All staff were genuinely super friendly, food and drinks were great, room was clean and decor classy. Close to shops and transport. Freshly cooked breakfast and fast room service.

Date of stay: October 2023
  • Trip type: Travelled with family
    • Value
    • Location
    • Service
Thank Explorer15607772773
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.
Graeme Kuchmar, Owner at The Sebel Melbourne Ringwood, responded to this reviewResponded 21 October 2023

Thank you so much for your glowing review! We are thrilled to hear that you had such a positive experience during your stay at The Sebel Melbourne Ringwood. Our team takes great pride in providing excellent service, and it's wonderful to know that you found them genuinely super friendly. We're also delighted that you enjoyed our food and drinks, and that you found your room clean and the décor classy.

look forward to welcoming you back to our hotel in the future. If there's anything more we can do to make your next stay even better, please don't hesitate to let us know. Safe travels!

Kind regards,

The Sebel Team

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 6 September 2023 via mobile

Location is excellent. Shopping, train. Rooms were spotlessly clean and quiet. Dare I say obsessively well appointed, maintained and organised . (Or just first class training 🤔)
Every staff member encountered was polite, courteous and very helpful. And to top it off, the best bacon and eggs I’ve had in years.

Date of stay: September 2023
Trip type: Travelled with family
Thank 48haydenc
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.
Graeme Kuchmar, Owner at The Sebel Melbourne Ringwood, responded to this reviewResponded 9 September 2023

Dear 48Haydenc,

Thank you so much for taking the time to leave such a wonderful review! We are thrilled to hear that you had such a fantastic experience during your stay with us.

We are truly grateful for your compliments about our staff. Providing exceptional service is our top priority, and it's heartwarming to hear that our team members were polite, courteous, and helpful throughout your stay. We will certainly pass on your praise to them.

And we're especially delighted to hear that you enjoyed our bacon and eggs! We believe that a good breakfast is the perfect start to the day, and we're thrilled that you found it to be the best in years.

We hope to have the pleasure of welcoming you back to The Sebel Melbourne Ringwood in the future. Thank you again for choosing to stay with us.

Kind Regards,
The Sebel Team.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 5 August 2023

I have stayed here multiple times for work, and it continues to deliver. The only let down this time was the restaurant has really fallen over, just awful but I will review that separately. The hotel rooms are still looking modern/new and the service is excellent.

Date of stay: August 2023
  • Trip type: Travelled on business
    • Rooms
    • Cleanliness
    • Service
Thank pyronical
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.
Graeme Kuchmar, Owner at The Sebel Melbourne Ringwood, responded to this reviewResponded 5 August 2023

Good afternoon,

Thank you for being a loyal guest and choosing to stay with us for your work trips. We truly value your continued support, and your feedback means a lot to us.

We're thrilled to hear that you find our hotel rooms modern and well-maintained. Our team takes great pride in providing a comfortable and welcoming environment for all our guests, and it's wonderful to know that our efforts have been noticed and appreciated.

However, we are sorry to learn about your disappointment with the restaurant during your recent stay. We apologize for any inconvenience or dissatisfaction you experienced in that regard. Your feedback is essential to us, and we will be looking into the issues you faced to understand what went wrong and make necessary improvements.


Thank you once again for sharing your thoughts with us. We look forward to welcoming you back on your next work trip and providing you with an even better experience.

Should you have any other concerns or suggestions, please do not hesitate to reach out to us directly.

Kind regards,
The Sebel Team.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 31 July 2023 via mobile

This place is excellent it’s a small boutique style hotel and everyone is friendly and helpful. You won’t go wrong staying here. It’s centrally located and easy to get to. They have a lovely al-a-carte breakfast which is a nice change from a buffet.

Date of stay: June 2023
Trip type: Travelled on business
Thank SeekerAus
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.
Graeme Kuchmar, Owner at The Sebel Melbourne Ringwood, responded to this reviewResponded 5 August 2023

Good afternoon,

Thank you for staying with us at The Sebel Melbourne Ringwood.
We are so happy to hear that you enjoyed your stay with us,
We love hearing from our guests.
We will let our staff know about your kind words.

Thank you again and we hope your next stay with us will be just as wonderful as your last.

Kind regards,
The Sebel Team.

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