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“Beautiful hotel only let down by its hesitant staff” 4 of 5 stars
Review of Sofitel Melbourne on Collins

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Sofitel Melbourne on Collins
5.0 of 5 Hotel   |   25 Collins Street, Melbourne, Victoria 3000, Australia   |  
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Ranked #3 of 172 hotels in Melbourne
Brisbane, Australia
Senior Reviewer
6 reviews 6 reviews
5 hotel reviews
Reviews in 5 cities Reviews in 5 cities
3 helpful votes 3 helpful votes
“Beautiful hotel only let down by its hesitant staff”
4 of 5 stars Reviewed October 8, 2012

I stayed here with my best friend for a girl's weekend away. We booked it through the Wotif website as a mystery hotel (although there was little mystery that it was the Sofitel from the hotel description!). We were both keen to see what the Sofitel hospitality was like. We liked the location of the hotel. It is very nicely decorated and clean. It boasted an excellent bar (the Atrium bar on level 35) with great views and a nice ambience. We enjoyed complimentary cocktails there as part of our package. The twin beds were comfortable and the blackout blinds meant we got a great night's sleep. Other highlights include plush robes, lovely Roger & Gallet bath products, pillow menu (I suggest asking for firmer pillows as the feather pillows provided by default are quite flaccid) and the view we had was breathtaking. NB This hotel does NOT have a swimming pool.

The only downside to our stay were the hesitant staff. The concierges we experienced seemed nervous and hesitant to commit to suggestions and at times and other staff were slow to follow through on promises. Could be a lack of expertise?

We had free drinks included in our mystery package but the vouchers for these were not given to us on check in, nor when our room was ready. We called and asked hotel relations about their whereabouts. They said they'd have them brought up to the room. This didn't happen so we had to ask again. It was frustrating to chase something up that we had indeed paid for. I'd expect better of a hotel of its reputation and star rating.

We also annoyed by an incorrect bill being slipped under our door the morning of checkout. The bill had charges for valet parking and a drink at the bar neither of which were ours. We phoned reception about this and at first they were polite and said they'd look into it. After not hearing back from them we called again but this time we were treated with suspicion and told they had to check the details with valet and the bar. Sure enough it was revealed the charges did not belong to us. It did dampen our spirits a bit in the morning to have to deal with this prior to checkout.

Overall we enjoyed our stay but this would have been a 5 star rating from us if the staff were more confident and forthcoming.

  • Stayed October 2012, traveled with friends
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 3 of 5 stars Service
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Rating summary
  • Sleep Quality
    4.5 of 5 stars
  • Location
    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
Traveler tips help you choose the right room.   Room tips (392)
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English first
Sydney, Australia
Contributor
11 reviews 11 reviews
7 hotel reviews
Reviews in 7 cities Reviews in 7 cities
2 helpful votes 2 helpful votes
5 of 5 stars Reviewed October 7, 2012 via mobile

Booked through last minute as a secret hotel deal. Great location, very pretty and spacious hotel. They gave us one of the top floors and view was great. Bed was very comfortable, bathroom was a bit small but ok for one/two nights. We hotel hopped and Langham and Sofitel was the best out of the hotels we stayed at. Room service is really good!

  • Stayed October 2012
    • 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
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SofitelMelb, . at Sofitel Melbourne on Collins, responded to this review, October 11, 2012
Thank you for telling us about your experience at the Sofitel Melbourne on Collins.

I was delighted to read that you enjoyed your stay and our facilities.

We look forward to welcoming you back in the future.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Launceston, Australia
Reviewer
3 reviews 3 reviews
3 hotel reviews
Reviews in 3 cities Reviews in 3 cities
4 helpful votes 4 helpful votes
5 of 5 stars Reviewed October 7, 2012

Over the years we have stayed in all of Melbourne's Luxury Hotels but somehow have missed the Sofitel. After our stay on the 6th of October we won't be missing it again. Without doubt the best Hotel in Melbourne, the best staff, in all areas, the best views (from a high floor room) and the best club lounge we have been lucky to encounter. The staff in the club lounge were excellent. The right amount of attention or privacy, if wanted, the right amount of service and humour, simply the best mannerred staff we have encountered. They are a credit to their managers. We will only be staying at the Sofitel from now on.

Room Tip: Go for the Sofitel Club rooms
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  • Stayed October 2012, 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
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Melbourne, Australia
1 review
5 of 5 stars Reviewed October 7, 2012

Dinner in the restaurant or the 35th floor at sunset was great. So too was the view from our room on the 47th floor. The staff were all friendly and helpful and the layout meant there wasn't so much of the usual door slamming noise at night from other guests.

  • Stayed September 2012, traveled with family
    • 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
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Adelaide, Australia
Senior Contributor
21 reviews 21 reviews
20 hotel reviews
Reviews in 13 cities Reviews in 13 cities
10 helpful votes 10 helpful votes
5 of 5 stars Reviewed October 7, 2012

This is a top hotel by any standards. It is really a case of getting the right deals. The rooms are clean and large, service is excellent and the facilities are all spot on. This was our third stay and that says it all.

  • Stayed September 2012, 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
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Airlie Beach, Australia
Top Contributor
73 reviews 73 reviews
47 hotel reviews
Reviews in 41 cities Reviews in 41 cities
76 helpful votes 76 helpful votes
5 of 5 stars Reviewed October 6, 2012

We stayed for 2 nights to celebrate my birthday in style and luxury. From the moment we arrived we were looked after by friendly staff from the concierge through to the check in. I was wished a happy birthday and advised that we had an upgrade (to the 49th floor). We also received a voucher for 2 complimentary cocktails and I was given a birthday card. Nice little touches. Not long after arriving in the room, our luggage was delivered and set up for us and not long after that a complimentary chilled bottle of champagne arrived. Our room had wonderful views out to the ocean and in the early hours of the morning we were greeted by the sight of hot air balloons which was pretty cool. I enjoyed choosing my pillows from the pillow menu which were promptly delivered & having a Nespresso machine in room was great . Overall, the Sofitel is in a good location - within walking distance to shops, casino etc. It made a great stay for a special occasion and the staff were fabulous. Couldn't fault a thing and would stay here again for sure.

  • Stayed September 2012, traveled as a couple
    • 4 of 5 stars Value
    • 4 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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Melbourne
Senior Contributor
26 reviews 26 reviews
6 hotel reviews
Reviews in 7 cities Reviews in 7 cities
7 helpful votes 7 helpful votes
4 of 5 stars Reviewed October 6, 2012 via mobile

Booked through the Accor website and mentioned it was our 20th wedding anniversary. This was a week before we were staying. During the week I received a phone call from guest services ( a lovely lady called Amanda) who offered a discounted upgrade package. On check in we upgraded to a higher floor with beautiful city views and there was a bottle of sparkling with a lovely card. Just very nice gestures from this 5 star hotel.

Stayed October 2012, traveled as a couple
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Additional Information about Sofitel Melbourne on Collins

Address: 25 Collins Street, Melbourne, Victoria 3000, Australia
Phone Number:
Location: Australia > Victoria > Melbourne
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Children Activities ( Kid / Family Friendly ) Restaurant Room Service Shuttle Bus service Spa Suites Wheelchair access
Hotel Style:
#1 On the Beach Hotel in Melbourne
#2 Family Hotel in Melbourne
#2 Romantic Hotel in Melbourne
#3 Spa Hotel in Melbourne
#3 Luxury Hotel in Melbourne
#5 Business Hotel in Melbourne
Price Range (Based on Average Rates): $$$
Hotel Class:5 star — Sofitel Melbourne on Collins 5*
Official Description (provided by the hotel):
Sofitel Melbourne On Collins is at the Paris end of Collins Street, in the heart of the city's premier shopping, dining and theatre district, just minutes from the famous Melbourne Cricket Ground. This award-winning hotel has 363 luxurious rooms that begin from level 36 offering breathtaking views from floor-to-ceiling windows. Each room is complemented by modern furnishings, mood lighting, LED\LCD or Plasma televisions and iPod|MP3 connection. Marble bathrooms offer automated low level lighting and French amenities.Enjoy modern dining in No35, high tea occasions in Sofi's Lounge or stylish cocktails in the Atrium Bar On 35.For meetings and events, Sofitel Melbourne On Collins is one of the city’s most comprehensive integrated hotel conference venues offering 12 individual meetings venues with comprehensive audio-visual services. ... more   less 
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Also Known As:
Sofitel Melbourne On Collins Hotel Melbourne
Accor Melbourne On Collins
Melbourne Sofitel

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