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“Lack of customer service” 2 of 5 stars
Review of Rydges Melbourne Hotel

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Rydges Melbourne Hotel
4.5 of 5 Hotel   |   186 Exhibition St., Melbourne, Victoria 3000, Australia   |  
Hotel amenities
Ranked #97 of 173 Hotels in Melbourne
Melbourne
1 review
“Lack of customer service”
2 of 5 stars Reviewed October 13, 2009

Rude staff when checking in and checking out.
Rang room service at 1.30am for food. Waitied til 2.15 and rang to see where it is and how long it would be... they picked up the phone and hung up.. twice. got to 3am and simply went to sleep. When checking out i was not happy and didn't want to bother telling them about poor room service, didn't wanna waste more time. Very modern foyer, but average rooms. Although one of the best beds i've slept on!

  • Stayed October 2009, traveled as a couple
    • 2 of 5 stars Value
    • 3 of 5 stars Location
    • 2 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
David_Bornmann, David Bornmann General Manager at Rydges Melbourne Hotel, responded to this review, December 3, 2009
Thank you for your feedback on your stay and will pass on your comments to the the front office team. It certainly is not acceptable to received this type of service in a 4.5 star property.

David Bornmann
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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1,248 reviews from our community

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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    3.5 of 5 stars
  • Service
    4 of 5 stars
  • Value
    3.5 of 5 stars
  • Cleanliness
    4 of 5 stars
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Levantine in Geneva
Reviewer
4 reviews 4 reviews
4 hotel reviews
Reviews in 4 cities Reviews in 4 cities
2 helpful votes 2 helpful votes
4 of 5 stars Reviewed October 3, 2009

Comfy and well-located, but expensive. I had to pay for the internet connection, which is a rip-off. the bathroom is small compared to other similarly priced hotels.

  • Stayed July 2009, traveled on business
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
David_Bornmann, David Bornmann General Manager at Rydges Melbourne Hotel, responded to this review, October 11, 2009
Appreciate the feedback from your recent stay at the hotel, we are constantly looking for areas to improve the experience, one is the Rydges Priority Guest membership that offers discounts off inhouse interent usage amongst other benefits; this may assist with future stays if you are using this facility.

I trust you enjoyed the stay in Melbourne and the excellent entertainment the city offers.

Regards

David Bornmann
General Manager
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Perth, WA
2 reviews
Reviews in 2 cities Reviews in 2 cities
4 of 5 stars Reviewed October 2, 2009

The hotel is adequate for the purpose with a not too bad location. Stayed on a weekend on the 6th Floor and did not at all seem noisy... if anything it was perhaps a little too quiet. Room was big and had the biggest bathroom i'd seen in a hotel for a long while. Beds were comfortable with plenty of pillows and warm blankets. Room was cleaned efficently.

Only minor complants:
- Room was very dark even with all lights on
- Room service tray (with food waste left on it) from the room next door to mine was left on the floor outside the door for the entire 3 days of my stay.
- More friendly staff processing check-out

  • Stayed September 2009, traveled solo
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Rooms
    • 2 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.
David_Bornmann, David Bornmann - General Manager at Rydges Melbourne Hotel, responded to this review, October 11, 2009
Appreciate your feedback from your recent visit to Melbourne. The lighting in the suites are being reviewed and hopefully as they go through the process of changing to energy efficient lighting it will also provide better illumination. Room Service trays should be picked up nightly, if not housekeeping would generally grab them the next day, having one sitting in the corridor for three days is both disapointing and surprising and has been addressed.

Trust you enjoyed your visit to Melbourne, with so much going on during the next couple of months with the Spring Racing Carnival, theatre and shopping specials, it's a fantastic place to visit.

Regards

David Bornmann
General Manager
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Australia
Top Contributor
98 reviews 98 reviews
34 hotel reviews
Reviews in 33 cities Reviews in 33 cities
59 helpful votes 59 helpful votes
1 of 5 stars Reviewed September 27, 2009

So very much looking forward to our only free weekend for months, and the last one for some time, we planned a peaceful weekend in town - two nights at a hotel, a show, a movie, some shopping. Rydges looked to be in a great position - right across from the theatre and China Town. But what a mistake, the whole experience was awful. Staff at desk were friendly and room at first apperance looked fine. But when night fell oh dear the noise. The music was blaring so loudly that our windows shook and we had no hope at all of sleeping. At 3am (what a great time to be awake on a supposedly restful weekend) I rang reception to query the level of noise - reponse was "oh so sorry, will look into that." Never heard another thing and if anything the music got louder and stayed that way till 4am. FINALLY got to sleep only to be woken four hours later by a car alarm that went on and on for over half an hour. So four hours sleep - goodbye any Sunday enjoyment. Did not have the energy to go downstairs for our pre-paid for breakfast so missed out on that and the whole day was ruined by being so tired. Was not at all pleased to discover the next day that the music came from the hotel's own bar - the excuse being that it was a busy Sat night. You are a hotel or a nightclub, make up your mind which!! We have stayed in nearly every major Melb city hotel (and in the middle of much bigger, busier and noisier cities) on Sat nights and have never had noise like this. Moved to another room which was not much better and the window shook and squeaked everytime the wind blew - which was all the time! We tried really hard to put up with it but gave up and got moved again. The window had bits of paper stuck in the sides - someone else had obviously been annoyed by it but no attempt had been made to fix it. Even the third room was ordinary - the news from outside made it very hard to relax, we had planned an in room movie but instead went out and stayed out for as late as we could stay awake, dreading going back. Usually I feel a bit sad when a holiday ends, but this one - we couldn't wait to get home to relax!

oh and the king bed was funny - it had queen sized sheets on it that didn't fit across!

  • Stayed September 2009, traveled as a couple
    • 1 of 5 stars Value
    • 5 of 5 stars Location
    • 1 of 5 stars Rooms
    • 3 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.
David_Bornmann, David Bornmann General Manager at Rydges Melbourne Hotel, responded to this review, September 29, 2009
It was very disapointing to read that you had a poor experience with your recent visit to the hotel due to the noise emanating to your room. I apologise that this resulted in a poor sleep and spoilt your weekend away. I will make inquiries into the allegation of the noise coming from the hotel bar as this seems very unusual, the bar is generally closed by midnight and the music is set at a volume not to disturb hotel guests. The windows should be secured to prevent noise entering the room, this wil also be addressed.

I can totally empathises with your feelings of needing rest after an unsatisfactory sleep, hopefully your next stay in Melbourne will be more relaxing.

Yours sinecerely

David Bornmann
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Brisbane, Australia
Senior Contributor
45 reviews 45 reviews
37 hotel reviews
Reviews in 29 cities Reviews in 29 cities
33 helpful votes 33 helpful votes
5 of 5 stars Reviewed September 23, 2009

I had an excellent room on the 16th floor at the end of a corridor. There was no noise and it had a fanstatic view. Short walk to city centre.
No complaints at all.

  • Stayed August 2009, traveled on business
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Rooms
    • 5 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.
David_Bornmann, David Bornmann General Manager at Rydges Melbourne Hotel, responded to this review, September 29, 2009
Thank you for your positive feedback on your recent visit to Rydges Melbourne. It is always pleasing weighing up the various types of feedback we receive, to have someone who has enjoyed their experience at the hotel and in Melbourne.

Kind regards

David Bornmann
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
mxstarr
1 review
2 helpful votes 2 helpful votes
2 of 5 stars Reviewed September 18, 2009

My partner and i have experienced many lovely hotels throughout melbourne and i've never had an experience quite like this one. For our anniversary my partner booked us a room for two nights in a spa suite on level 8. The first let down was service, we requested strawberries on arrival and after a quick wander around our room there were none to be found - after 15 minutes we called room service to have them bought up. No biggie.

I loved the idea of having a spa bath in the master bedroom and it was probably the only thing keeping a smile on my face about the room. I'm not normally so critical, but the furniture was uncomfortable (except for the dream bed, this gets thumbs up) and i kept noticing cigarette burns in the wood of the tables and burns through the blinds. The room in general seemed old and worn out and the only fresh thing about the place was a newly painted feature wall which stood out for the fact the edges were messy and uneven.

Another thing that annoyed me was the toilet. Everytime someone else near by flushed their toilet, ours would start making noise and drizziling water, it slowed down throughout the night as people went to bed but persisted our entire stay. Room service on occasion was slack. We waited over an hour for icecream to be bought to the room and over 45 minutes on two other occasions - having to ring back and ask where it is. With a pricey charge for trays to be delivered to our room you don't expect to wait an hour for a bowl of icecream.

All of this (and more) i could have pushed aside and we decided not to winge too much and make the most out of what we had and our time together. That's untill time came to checkout. We're both young and casual looking, your everyday type of people. We approached a lady at the reception desk and as she looked up at me i was shocked, she pulled a face, rolled her eyes and then refused to look at either of us. Not once were we asked how our stay was, let alone were we even greeted with a smile, she printed out a list of charges and whilst still staring at her computer, slapped it on the counter with an abrupt "check that." No please or thankyou. My partner pulled a face at me, handed it back to her and said it was fine. "I need your credit card." and that was the last thing she said before handing over our ticket to retrieve our car with a sarcastic smile on her face and her eyes closed. At this point i am so angry i storm out of there ready to contact a manager. Just as we retrieve our car we receive a phone call from the same lady that made us feel like we were not good enough to stay there if we weren't in a suit and dress. She informs us we will be charged a fee for smoking in our room. That just put the icing on the cake. For whatever reason she didn't like the look of us one bit and without any evidence claimed we have done something neither of us do and charged it to my partners card.

Do you think we heard anything back from our complaint? Of course not, because this silly stuck up mole works for rydges she will always be in the right with them. We will be looking into our rights with such a ridiculous charge being added to our account and one thing is for sure, i have never left a hotel feeling like im not good enough to stay there and we will never return to rydges anywhere again after THAT kind of service.

  • Stayed September 2009, traveled as a couple
    • 1 of 5 stars Value
    • 3 of 5 stars Location
    • 2 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 1 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.
Boston, MA
Contributor
20 reviews 20 reviews
5 hotel reviews
Reviews in 11 cities Reviews in 11 cities
20 helpful votes 20 helpful votes
4 of 5 stars Reviewed September 7, 2009

Excellent location. Clean rooms. Comfortable beds. Helpful staff. Close to shopping, business, transportation, Yarra River, QVM. There were convenience stores, restaurants and pharmacies within two blocks.
Able to walk to all attractions with the exception of a short taxi ride to Lygon Street. My only complaint was that our mini bar was not re-stocked during our stay.

  • Stayed August 2009, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 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.
David_Bornmann, David Bornmann General Manager at Rydges Melbourne Hotel, responded to this review, September 20, 2009
Thank you for the informative feedback, the hotel is in a very good location for the traveller wanting to enjoy some of Melbourne's best attractions, in particular the fantastic shows at the theatres that surround us. Trust you will be back to enjoy our hospitality again in the future.

Regards

David Bornmann
General Manager
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 Rydges Melbourne Hotel

Address: 186 Exhibition St., Melbourne, Victoria 3000, Australia
Location: Australia > Victoria > Melbourne
Amenities:
Bar / Lounge Beverage Selection Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Children Activities ( Kid / Family Friendly ) Kitchenette Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#18 Spa Hotel in Melbourne
#85 Luxury Hotel in Melbourne
Price Range (Based on Average Rates): $$
Hotel Class:4.5 star — Rydges Melbourne Hotel 4.5*
Number of rooms: 363
Official Description (provided by the hotel):
Rydges Melbourne is conveniently located in Melbourne's CBD, in the heart of the Theatre precinct on Exhibition street. With over 290 guest rooms and 70 suites. Rydges Melbourne is home to Locanda Italian Steakhouse Restaurant and Bar, featuring the best steaks from nearby Yarra Valley, an good variety of pastas and other mouthwatering options. Located in close proximity to Bourke Street Mall shopping, a block away from the Paris End of Collins Street boutiques and in walking distance to Rod Laver Arena and the MCG, Rydges Melbourne is a great choice if you are wanting everything at your doorstep. ... more   less 
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Also Known As:
Rydges Hotel Melbourne
Melbourne Rydges Hotel

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