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“Small and pokey” 3 of 5 stars
Review of Grand Hyatt Melbourne

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Grand Hyatt Melbourne
5.0 of 5 Hotel   |   123 Collins St., Melbourne, Victoria 3000, Australia (Melbourne CBD)   |  
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Eat. Stay. Play
Ranked #12 of 170 Hotels in Melbourne
Reviewer
4 reviews 4 reviews
3 hotel reviews
Reviews in 2 cities Reviews in 2 cities
2 helpful votes 2 helpful votes
“Small and pokey”
3 of 5 stars Reviewed January 23, 2013

We stayed in Dec 12, the room was quite pokey and small, it was fairly dusty.
The shower still had hair in the drain and wasn't what I would call clean. Comfortable enough bed.
Positives would be that the staff were fantastic, very helpful and quick to arrange transport.
Negatives would be how thin the walls are - we could literally hear the neighbours having a conversation, every word they were saying. Every sneeze and cough would wake us up through night.
Otherwise it was a fine place to stay for the night but wouldn't recommend it if you are wanting a nice quiet romantic time away.

  • Stayed December 2012, traveled as a couple
    • 2 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 3 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GrandHyattMelbourne, Public Relations Manager at Grand Hyatt Melbourne, responded to this review, January 24, 2013
Dear Swordsy
It’s great to hear that you found our staff warm, welcoming and very helpful. However, it is disappointing to read that your room was not clean or maintained to a high level of cleanliness, and that noise from other guest rooms disturbed your stay. We apologise that the cleanliness of the room fell well short of the standards you would expect from a 5 star hotel – such a lapse in standards is not acceptable. We have raised this shortcoming with our Housekeeping management team for review and action. We have also raised your disturbed nights sleep with our Engineering management team for review and action – this issue is a priority for us and one our team are working on. We hope that despite your less than perfect stay, you would consider staying with us again next time you are in Melbourne.
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Rating summary
  • Location
    5 of 5 stars
  • Sleep Quality
    4.5 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
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Geelong, Australia
Top Contributor
219 reviews 219 reviews
45 hotel reviews
Reviews in 73 cities Reviews in 73 cities
103 helpful votes 103 helpful votes
5 of 5 stars Reviewed January 23, 2013

We stay here at least once a year for a top of the city get away. We always stay at the Club on the top few floors and enjoy the Club lounge with fabulous views, tasty morsels, very good selection of drinks and peace and quiet. There's an excellent gym, pool, spa and great massage service. Our last stay was less quiet but only because many of the Aus Open tennis players were there !
The beds are comfortable, rooms are large, (pillows a little too soft), and the welcome treats lovely.

  • Stayed January 2013, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GrandHyattMelbourne, Public Relations Manager at Grand Hyatt Melbourne, responded to this review, January 24, 2013
Dear Rosemary F,
Thank you for taking the time to review your stay with us – it’s always wonderful to hear from our regular guests, as well as from the passing traveller! It’s great to hear how much you enjoy staying with us – booking a room with Grand Club access is a wonderful way to relax and pamper yourself. Being able to enjoy the Grand Club really does provide that extra special touch to a stay. We’re sorry to hear that it wasn't as quiet as you are used to – but having the Australian Open tennis players in the hotel does add a great buzz to the atmosphere, you’d have to agree! We look forward to seeing you again soon.
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Sydney, Australia
Reviewer
3 reviews 3 reviews
2 helpful votes 2 helpful votes
4 of 5 stars Reviewed January 23, 2013

Having stayed at the Grand Hyatt in April and believing the stay to have been quite good my mother and I returned, this time to watch the tennis. As the Hyatt is only a 10minute walk from Rod Laver Arena it suited our needs perfectly. As usual check in was succinct and the concierge helpful. When we arrived at 11am our room was expectedly not ready, upon mentioning we had general admission Australian Open tickets for the day the receptionist suggested that he print out the days schedule. This was very useful. Upon our return from the tennis we decided to have a cool drink and a bite to eat in the hotel bar. When we arrived there was no one to seat us so we sat ourselves down at the opposite end of a dirty table with uncollected coffee cups. Eventually we were brought a menu and served although this took a while. The service in this scenario was not fantastic.

The shower in the room had a leaking washer and so the water pressure was a little unusual however until the problem is mentioned by a guest it will go unnoticed. The wardrobe light had also blown. On the other hand we received an upgrade which was nice as we had a good view over Melbourne Olympic Park and the big screen in Federation Square.

The next morning at breakfast was not a pleasant experience service wise. We stood for 5-10 minutes waiting to bed seated whilst others who walked in after us were quickly guided to a table. When eventually we were seated it was out of the way and near and entrance to the restaurant. When we asked if we could have one of the booths the waiter was horrified although let us have one anyway. Throughout breakfast we noticed a trend. Families were seated outside in the bar/lounge area. I can understand this with children under the age of five but these were families with teenage/young adult children when there were plenty of empty tables inside the actual restaurant. Tennis players in their tracksuits were also seated off to the side with leisure travellers whilst business travellers seemed to receive all the best seats and service. To me this seemed to not only unfair as all quests should be treated as equals but also unusual as business men and women generally don't make the decision on where they stay whereas leisure travellers and the tennis players do. For many tennis lovers the Grand Hyatt is selected because it is a 'players hotel', if the players are treated poorly they will choose to stay in other 'player hotels' and many Australian Open guests may choose to stay elsewhere, although perhaps this is what the restaurant service staff wish. At $40 each I would expect exceptional breakfast service.

The motor lobby was great with people there to serve you 24/7, the reception and concierge were fantastic especially when it came to selecting a restaurant on the second night but the restaurant service means that we will never eat there again. Especially with so many great bars and cafes just around the corner.

  • Stayed January 2013, traveled with family
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GrandHyattMelbourne, Public Relations Manager at Grand Hyatt Melbourne, responded to this review, January 24, 2013
Dear GurusD
Thank you for your review, and for your honest feedback. We appreciate your comments, as your feedback provides us with an opportunity to learn and correct our mistakes. Grand Hyatt Melbourne is in a great location when you are attending an event at Rod Laver arena, we would have to agree. It is very disappointing to read of poor experiences for both a drink at the bar, and breakfast the next day. Please accept our sincere apologies – what you experienced is not the professional, genuine hospitality we strive for. We have passed on your comments to our Food and Beverage management team for review and action, including staff training. We have also passed your comments to our Engineering team for action and review – we appreciate being alerted to the issues, however we acknowledge that this kind of maintenance should be picked up prior to the guest having a less than perfect experience. We hope that your next stay with us is a pleasant one – please do not hesitate to contact Lavinia Savell, Marketing Coordinator lavinia.savell@hyatt.com prior to your stay so we can ensure your stay is seamless.
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New York City, New York
Top Contributor
57 reviews 57 reviews
19 hotel reviews
Reviews in 27 cities Reviews in 27 cities
32 helpful votes 32 helpful votes
5 of 5 stars Reviewed January 23, 2013

I come to Melbourne once a month and stay here every time. The rooms are compact, modern, and functional. The service is excellent - the staff is extremely helpful and friendly. Excellent place to stay on business trips.

  • Stayed January 2013, traveled on business
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GrandHyattMelbourne, Public Relations Manager at Grand Hyatt Melbourne, responded to this review, January 24, 2013
Dear ZenaRd,
What a wonderful review – we really appreciate you taking the time to post your thoughts. Our staff work really hard to provide warm, authentic and friendly service, so it’s great to read of your positive experiences staying with us on a regular basis. We look forward to welcoming you back soon to your Melbourne “home”!
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Sydney, Australia
Top Contributor
135 reviews 135 reviews
98 hotel reviews
Reviews in 67 cities Reviews in 67 cities
412 helpful votes 412 helpful votes
4 of 5 stars Reviewed January 23, 2013

After staying last year and having a good stay I booked for GD and I to have short break at the tennis.

As per last time the concierge, the reception and bell staff were all top notch. Our room had a great view over the Yarra and with binoculars we could read the score on Margaret Court Arena.

Now F&B:

I didn't book a BNB package because GD had a crack of dawn flight home so she left before breakfast started.

Day 1 after being out at the tennis we returned mid afternoon and decided to have a cool drink (and some lunch for GD) in the Collins lounge area. We stood and waited for ages then eventually sat ourselves at a table that had not been cleared (we sat at the opposite end to the used coffee cups) Eventually someone served us and the food was good as usual.

Day 2 both us went to breakfast, Collins was almost empty and yet again we stood and waited and waited. There were numerous window booths available, however when the attendant finally came to us we were offered a seat beside the door in the main entry area, poor form. I requested a booth and was given one. We also noted that the booths appeared to be reserved for "business suits" families were seated out in the "lounge". Anyone dressed casually was not offered a booth, regardless of group size.

Day 2... after the tennis we drank our refreshments in the room (not minibar) looking at the view.

When GD left early on Day 3 I self breakfasted (I would have gone for the buffet but ...)

As a result, of these 2 incidents and the attitude from my previous review I doubt we'll eat or drink in house again.

I have a booking for March and I doubt we'll be eating in at all. Pity because the food is good it's the stereotyping that lets them down. Casual guests do return and some return frequently

  • Stayed January 2013, traveled with family
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GrandHyattMelbourne, Public Relations Manager at Grand Hyatt Melbourne, responded to this review, January 24, 2013
Dear GurusW,
Thank you for taking the time to review your stay. We appreciate your candid comments, as your feedback provides us with an opportunity to learn and correct our mistakes. It is good to read that you found our Front Desk and Bell staff warm, welcoming and helpful. However, it is very disappointing to read of your Collins Kitchen experience. Please accept our sincere apologies – what you experienced is not the professional, genuine hospitality we strive for. We have passed on your comments to our Food and Beverage management team for review and action, including staff training. We hope that your next stay in March is a pleasant one – please do not hesitate to contact Lavinia Savell, Marketing Coordinator lavinia.savell@hyatt.com prior to your stay so we can ensure your stay is seamless.
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Brisbane, Australia
Senior Reviewer
6 reviews 6 reviews
3 hotel reviews
Reviews in 6 cities Reviews in 6 cities
3 helpful votes 3 helpful votes
5 of 5 stars Reviewed January 21, 2013

Got out of taxi from Airport and greeted by really friendly staff everywhere... this continued for a whole 2 night and 3 day stay.. had to jump online just to say thankyou to Hyatt and particularly the doormen!

  • Stayed January 2013, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GrandHyattMelbourne, Public Relations Manager at Grand Hyatt Melbourne, responded to this review, January 22, 2013
Dear Kimbo1967,
Thank you for your review – we appreciate you posting your impressions of your stay to TripAdvisor. Our staff work really hard to create a warm and welcoming atmosphere, and to make all our guests feel special so it’s great to read that you found our hotel a friendly place to stay. We’ll certainly pass your comments on to our Bell team for congratulations on a job well done! We hope to see you back soon.
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Sydney, Australia
2 reviews
Reviews in 2 cities Reviews in 2 cities
5 of 5 stars Reviewed January 21, 2013

Hotel is great, and the staff are always fantastic! The best location, great rooms and really excellent buzz throughout the hotel. Best Club lounge view in town and Ruco the cocktail bar make a fabulous Lychee Martini! Well done GH team, you never let me down! Cant wait to come back!

Room Tip: all rooms are great, have never had a bad room there. Higher rooms are obviously the quiter rooms, b...
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  • Stayed January 2013, traveled solo
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GrandHyattMelbourne, Public Relations Manager at Grand Hyatt Melbourne, responded to this review, January 22, 2013
Dear London670,
What a great review! Thank you for taking the time to put your thoughts to TripAdvisor. It’s wonderful to read how much you enjoyed your stay with us – and we would have to agree, ruco is definitely one of Melbourne’s best kept secrets for a quiet drink in plush surrounds! We are looking forward to welcoming you back soon!
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Additional Information about Grand Hyatt Melbourne

Address: 123 Collins St., Melbourne, Victoria 3000, Australia
Phone Number:
Location: Australia > Victoria > Melbourne > Melbourne CBD
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( Wi-Fi ) Restaurant Room Service Spa Swimming Pool Wheelchair access
Hotel Style:
#6 Romantic Hotel in Melbourne
#6 Spa Hotel in Melbourne
#9 Business Hotel in Melbourne
#12 Luxury Hotel in Melbourne
#12 On the Beach Hotel in Melbourne
#15 Family Hotel in Melbourne
Price Range (Based on Average Rates): $$$
Hotel Class:5 star — Grand Hyatt Melbourne 5*
Official Description (provided by the hotel):
Grand Hyatt Melbourne hotel is a 5-star hotel on Collins Street in the centre of CBD, business, luxury shopping, theatre and restaurant district. The hotel is located within walking distance of Princess Theatre, Federation Square and Southgate The 5-star hotel provides 548 rooms and suites with extensive meeting rooms and event facilities, spectacular upper and lower lobbies, the restaurant, Collins Kitchen, the bar, RU-CO, as well as an exclusive retail environment and innovative events venue, the residence. Guests booking into Club accommodation will enjoy all the benefits of the Grand Club lounge including personalised express check in and check-out, deluxe continental breakfast, all day refreshments, evening drinks with canapes and private meeting areas. For meetings and events, Grand Hyatt Melbourne offers the perfect combination of first-class function rooms, outstanding services and a range of flexible packages. For weddings our Melbourne hotel offers a range of romantic rooms for your special day. Grand Hyatt Melbourne also offers all guests' access to City Club Health & Fitness and exclusive spa treatments and massages at our Sanctuary Day Spa. ... more   less 
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Also Known As:
Grand Hyatt Melbourne Hotel Melbourne
Melbourne Grand Hyatt
Hyatt Melbourne
Melbourne Hyatt

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