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“Great stay” 4 of 5 stars
Review of Citadines on Bourke Melbourne

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Citadines on Bourke Melbourne
4.5 of 5 Hotel   |   131-135 Bourke Street, Melbourne, Victoria 3000, Australia   |  
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Ranked #30 of 172 Hotels in Melbourne
Certificate of Excellence 2014
Wellington
Top Contributor
72 reviews 72 reviews
25 hotel reviews
Reviews in 22 cities Reviews in 22 cities
17 helpful votes 17 helpful votes
“Great stay”
4 of 5 stars Reviewed September 1, 2012 via mobile

We stayed for 8 nights in a studio, and had no complaints about the room or the hotel. Great reception service throughout.
Sure, on level 6 we had no view, but you get what you pay for so we were happy, and besides, who goes to Melbourne to spend time in your hotel room!
The bed as great, good kitchenette facilities, nice bathroom, and vey clean and neat.
Location wise, handy to absolutely everything the city has to offer.
We'll definitely stay here again

Stayed August 2012, traveled as a couple
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1,127 reviews from our community

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Rating summary
  • Location
    5 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (323)
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English first
Singapore, Singapore
2 reviews
Reviews in 2 cities Reviews in 2 cities
4 helpful votes 4 helpful votes
1 of 5 stars Reviewed August 30, 2012

I'm a huge reader of Trip Advisor, and this is my 1st time writing a review which I felt it is totally needed to warn travellers.

A group of us stayed at this hotel for 9-10 days. When we saw our room, we were very satisfied. The room looks almost like what is featured on the website. Other than sleeping on very soft pillows and a made-do king size bed with 2 single beds joined together, the location is good. Well-equipped kitchenette too.

However, the disaster came when we were about to check out. We couldn't find a pair of boots that we placed in a plastic bag and another bag that contains a few pairs of socks. So we consulted one of the managers, and they tried to locate the housekeeper who tidy our room that evening. We suspected that the housekeeper might think they were trash since they are placed in bags. Then again, the housekeeping should never throw things that are not found in the bins.
We couldn't wait for them to locate the housekeeper as we needed to catch our flight. Thus, I gave them my email address.

After 2 days since we arrived back in Sg, they SIMPLY replied that they ASKED the housekeeper and he CLAIMED that he didn't remove any bag from the room. Which I found the reply to be absolutely absurd and does the reply insinuating that we are lying or my stuff went missing mysteriously. They didn't even state whether they have checked their CCTV and give me such a vague answer.

Being such a huge service apartment group, it is totally disappointing on how they deal with such situation. Before I left, I told the manager I do not expect any compensation but I need a good reply from them to know what has gone wrong. Their reply (which they state they only asked the housekeeper) has frustrated me so much that I will demand for compensation.

So peeps, be careful when you stay at this hotel and check your items immediately after you asked for housekeeping. Your things might just go missing 'UNKNOWINGLY'.

  • Stayed August 2012, traveled with friends
    • 2 of 5 stars Value
    • 4 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Bryan L, Manager at Citadines on Bourke Melbourne, responded to this review, September 5, 2012
Dear Yvetraveller,

Thank you for sharing your concerns relating to your recent stay at Citadines on Bourke Melbourne. We were very happy to note your satisfaction with our location and the comfort of our apartment-style accommodation.

We are very sorry over the loss of your boots, and understand that our General Manager has subsequently contacted (further to the initial response from the Duty Manager) you to explain the steps which we undertook to thoroughly investigate this matter, which went far beyond merely interviewing the staff concerned. As per her correspondence, we respectfully reiterate her invitation for you to contact her to discuss this matter, and we look forward to its resolution.

Yours sincerely,

Bryan Loh
Assistant Residence Manager
Citadines on Bourke Melbourne Apart'Hotel
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Latrobe, Australia
Contributor
18 reviews 18 reviews
8 hotel reviews
Reviews in 7 cities Reviews in 7 cities
7 helpful votes 7 helpful votes
4 of 5 stars Reviewed August 29, 2012

We were recommended to stay at Citadines on Bourke Melbourne by a family member, and we were very pleased we did. Our apartment was spacious, well laid out, and well appointed. We did have a minor issue with the vanity unit in the bathroom, and this was addressed by maintenance staff within two minutes of reporting it to reception ... very impressive! If you are driving a car, the car park is a real asset of this property ... directly underneath the hotel, with lifts that take you direct to your room floor, so no walking blocks to a "third party" car park, or changing lifts in the lobby ... great! Plus the car park is spacious and clean, just like the room! But the number one asset of this property must be its position ... ideal city location, within easy walking distance of virtually all of Melbourne's city attractions, plus a tram stop out the front as well. And the "cream on the cake" ... I filled out their post-stay customer service e-mail, and received a personal, relevant response within 24 hours. Extremely impressed!!!

Room Tip: Our 2 bedroom apartment was a corner suite with great views over the city, and was large and sunny.
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  • Stayed August 2012, traveled with family
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sydney
Contributor
15 reviews 15 reviews
13 hotel reviews
Reviews in 11 cities Reviews in 11 cities
6 helpful votes 6 helpful votes
4 of 5 stars Reviewed August 29, 2012

I've stayed here several times, and enjoy the location in Melbourne CBD. My rooms have always been clean and quiet, and the staff are attentive. There are plenty of terrific cafes and restaurants within walking distance, and I also enjoy the option of preparing my own meals with the self catering option.

  • Stayed July 2012, traveled on business
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Vancouver, Canada
Top Contributor
92 reviews 92 reviews
56 hotel reviews
Reviews in 50 cities Reviews in 50 cities
41 helpful votes 41 helpful votes
4 of 5 stars Reviewed August 29, 2012

A really nice apartment hotel in an excellent location in downtown Melbourne. The kitchenette is complete with hot plates and microwave oven so this hotel is suitable for a longer stay. The fridge is bar fridge size so no overly large. Some of the details that to me make this better than your average (budget) hotel are: The room is approxiamtely 50 square metres, is well lit, comes with god quality iron, enough coat hangers, safe, nice stereo system and 32" flat screen TV and really comfortable bed. The let down is that the internet is charged at $15 per day or $80 for the week. Overall a good value hotel that has everything you need including a Gym and swimming pool at a reasonable price.

Room Tip: If you are travelling with friends ask to be on the same floor as your security key only gets you to...
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  • Stayed August 2012, traveled on business
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Wellington, New Zealand
2 reviews
Reviews in 2 cities Reviews in 2 cities
2 helpful votes 2 helpful votes
2 of 5 stars Reviewed August 28, 2012

Arrived to find the room I had booked did not have the bed size I had requested (yet I received no advice about this prior to arrival). The shower was dangerous (extreme temperature changes, which my colleagues in other rooms told me was the norm). I asked for ice and was told it would cost $10. I asked for an ice tray for the fridge and was told it would be delivered to the room. I am still waiting (a week later and in a different country). The carpet was heavily stained in two places. The bathroom floor was dirty. We had to ask for facecloths after the one we initially had was removed. The internet connection was an exorbitant price. And, finally, the swipe cards only worked about 50% of the time in the lifts, and 80% of the time in the door. On the positive side, other than the ice issue, the staff were very friendly and helpful.

Room Tip: Nice views from higher floors.
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  • Stayed August 2012, traveled on business
    • 1 of 5 stars Value
    • 3 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 1 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Bryan L, Manager at Citadines on Bourke Melbourne, responded to this review, September 5, 2012
Dear PsyGuyNZ,

Thank you for making Citadines on Bourke your home during your recent visit to Melbourne, and we are delighted to hear of the exceptional customer care demonstrated by our Guest Service team.

We are are most grateful for your feedback, as it is the basis for our continuous improvement, yet sorry for the inconvenience caused to you. Rest assured that we have shared your concerns with the Housekeeping and Maintenance Managers for immediate investigation and rectification.

Please be advised that our bedding is available as king or queen size, and subject to availability, particularly during periods of high occupancy. As ice is available only through Room Service, a tray charge is applicable. Last, but not least, our Internet facility is competitively priced, and in most cases, is cheaper than at comparable city establishments.

We acknowledge your disappointment, yet we hope that you will afford us another opportunity at which to welcome you back. I invite you to contact me directly at bryan.loh@the-ascott.com so that I may handle your arrangements personally.

Thank you once again for your support,

Yours sincerely,

Bryan Loh
Assistant Residence Manager
Citadines on Bourke Melbourne Apart'Hotel
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Melbourne, Australia
1 review
1 helpful vote 1 helpful vote
2 of 5 stars Reviewed August 28, 2012

Given the excellent reviews on this website we were very disappointed with our stay here over the weekend. We booked the room through last minute.com as a mystery deal and were expecting to get a discounted rate by doing this however I have to say, if we received a discounted rate then this hotel is seriously overpriced.

For $405 for two nights our room was on the 5th floor with a view of a brick wall. The supposed king size bed was two singles pushed together. It was near the elevator and as the doors don't extend to the bottom of the frame you could hear everything going on in the corridor plus the light gets in under the door at night. We could also hear the people in the room next door talking and using the toilet etc.

On top of this, on our first night we received an unrequested wake-up call at 4:30am after which everyone around us seemed to be getting up and going, making it difficult to get back to sleep again. The shower leaked all over the floor every time you used it and the key cards for the door never worked first time. They were very temperamental.

Good points were that the room was clean and the hotel is in a good location however given that this hotel is supposedly 4 1/2 stars we expected a lot more than what we received. We stay in Melbourne regularly and there are certainly much better places to stay in this price range.

Definitely not recommended.

Room Tip: Higher floors have a view. Lower ones look at a brick wall.
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  • Stayed August 2012, traveled as a couple
    • 1 of 5 stars Value
    • 5 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Bryan L, Manager at Citadines on Bourke Melbourne, responded to this review, September 5, 2012
Dear Louise M,

Thank you for your patronage of Citadines on Bourke Melbourne Apart' Hotel recently, and for sharing your disappointing experience with us.

We understand that our General Manager has contacted you to address your concerns, and we hope that in spite of your unsatisfactory experience, that we will have the opportunity to restore our good name.

In the interim, please do not hesitate to contact me if I can be of any assistance,

Yours sincerely,

Bryan Loh
Assistant Residence Manager
Citadines on Bourke Melbourne Apart'Hotel
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Citadines on Bourke Melbourne

Address: 131-135 Bourke Street, Melbourne, Victoria 3000, Australia
Phone Number:
Location: Australia > Victoria > Melbourne
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Kitchenette Restaurant Room Service Swimming Pool Wheelchair access
Hotel Style:
#23 Business Hotel in Melbourne
#26 Romantic Hotel in Melbourne
#30 Luxury Hotel in Melbourne
#31 Family Hotel in Melbourne
Price Range (Based on Average Rates): $$
Hotel Class:4.5 star — Citadines on Bourke Melbourne 4.5*
Number of rooms: 380
Official Description (provided by the hotel):
Citadines on Bourke Melbourne, in the heart of the city's CBD, offers access to major business and financial offices as well as many world-renowned restaurants, entertainment areas, shopping districts and theatres. Designed for international and domestic travellers on business or leisure, each vibrant apartment has modern amenities along with access to the business corner and fitness corner for efficiency and convenience. Explore Melbourne and relax in the privacy and comfort of your Apart'hotel. ... more   less 
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Also Known As:
Citadines On Bourke Melbourne Hotel Melbourne

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