We booked into a Standard Room in the Emporium for a weekend for a bit of a break. We enjoyed our weekend at Emporium, but during our stay, we found the hotel lacked the attention to detail that would have made it worthy of its price tag.
First of all, there's plenty to recommend Emporium: amazing cocktails in the bar downstairs, nice Molton Brown products in the bathroom, attentive staff, lovely pool area and gym, funky decor. Clearly a lot of time and effort has gone into making this a great venue.
But there were a lot of little things that missed the mark too during our stay:
For example, there was a slight delay on check-in as staff couldn't find our booking. Seems there had been some kind of data entry error as they found it under a different/ misspelled version of (what might have been) my name when they searched for my email address. This was surprising, given we'd booked it all online and our details should have been clear.
We ordered dinner from room service and it took over 40 minutes, although in fairness we had been warned there would be a wait. No such luck with breakfast on Sunday though, which we had to chase up after waiting 15 mins and call down a second time as they'd forgotten part of our order, an inconvenience when trying to organise timely check-out. (And also when our phone line to the kitchen kept diverting to reception, who would then put us through to the kitchen...!).
It was also surprising that at the time of our stay, none of Emporium's collatoral had been updated to reflect the fact that Belle Epoque has closed down (a note on the website or insert in the in-room information pack would have been less confusing... it was a big drawcard for us in deciding to stay at Emporium in the first place).
We'd hoped to get a session in the sauna in the morning of check-out, but when we arrived upstairs we found the sauna hadn't been turned on (3 hours after pool opening) and it would have required us waiting around for 40 mins to heat up - again, far too long for the morning of check-out.
There were other little things too, too numerous to list, e.g. the charges to our account were listed inconsistently (e.g. sometimes the tray fee was included together with the food, sometimes it wasn't, etc.), which made it difficult to see what we were being charged for on check-out.
FInally - and this was the smallest thing, but the thing that bothered me the most! - after dinner one evening we left our tray outside our door for collection as instructed by the in-room information booklet. But we woke up to find a handwritten note pushed under our door signed by housekeeping, telling us off for not ringing down to the restaurant to have it picked up...
In summary, this is a great hotel, the amenities are excellent and the staff were helpful, but there is a lack of attention to detail across the board that lets the experience down overall.
- Official Description (provided by the hotel):
- Established in June 2007, the award-winning Emporium Hotel is Brisbane’s leading luxury boutique property presenting a tangible vision of contemporary elegance and highly personalised service. Offering 102 studio suites, all custom-designed and individually finished with marble kitchenettes and the exquisite sleep pillow menu, the hotel sets a new benchmark for the discerning guest. Located in the heart of Brisbane’s stylish Emporium precinct in Fortitude Valley –a haven for lovers of fashion and food – the Emporium Hotel is just minutes from Brisbane's city centre and chic Valley nightlife. Emporium Hotel is the perfect property for Business, Leisure or Pleasure. ... more less
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