Due to a delayed flight, I checked in about 11pm. The place seemed and was pretty much deserted. I struggled through the swing-open doors with my multiple bags and looked for check-in. OK, down there, at the end of the lobby area. As I headed down that way, I wondered why the pair of doors I passed that led from the arrival courtyard more directly to the check-in area were roped off.
The check-in was efficient (too efficient I found later) and I had been assigned the 'quiet room' I requested in advance.
The room was large and well appointed. Good desk for work, with various plugs and IT connections. Bathroom very large; bed very comfortable. Aircon simple and worked well. A clean, high quality iron and good ironing board. Fantastic!
I was able to go straight to sleep but was woken quite early by the trams clanking across the nearby road intersection. Its one of the main intersections in downtown Melbourne, so every few minutes a tram shudders and clanks across. Its like having a construction site next door.
In the morning I discovered how efficient the check-in was the previous night. I realised I had been told nothing whatsoever about the hotel. Nothing about the wi-fi, where breakfast was to be had, or any of the facilities I later learned of such as the spa and gym. I looked in the room for the usual compendium and didn't find it. OK, breakfast is usually on the 1st floor, yes? Down the lifts only to find meeting rooms. Down to ground floor ask the concierge. He's busy on the phone arranging the meeting rooms. Have a hunt around on the ground floor, looking for any signs. Nothing. Ask check-in. 'Oh, facilities are all explained on your TV.' Great. If only some-one told me that, maybe I would have turned the TV on.
'Where is breakfast, please'? I enquire. Them: 'On the first floor'. Me: 'I've just been there, and only found meeting rooms' Them: 'Its at the far other end of the hotel; there's another set of lifts down the other end'.
Back to the first floor, walk down the other end of the hotel, looking for signs to something like 'breakfast' along the way. Nothing. Only 'Allegro restaurant'. Eventually, round a few bends, there is the breakfast venue - Allegro restaurant.
By this time I was a bit crabby and an expensive breakfast was dispensed with as rapidly as possible, tepid coffee and all.
The end of my visit was a repeat of the introduction. Struggling through the main doors with my bags. There was a uniformed guy outside, in the area where a person usually assists customers with their bags, to get a taxi etc. But this person was admiring a sports car that was parked nearby, so I walked past, out to the street and got my own taxi.
I found the hotel room, building and facilities to be very good (once I found them). If only a chain could take it over and install a management who could in turn get their staff to offer guests a modicum of information and/or assistance, it would be a winner.
in the meantime, its a miss for me, SPG status notwithstanding.
Rooms at the Collins St end are more suceptible to tram noises, which can be quite intrusive.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear Reviewer. As one of Melbourne’s leading five star hotels, we strive to ensure guests have a valuable experience so it was disappointing to read your stay was not a completely fulfilling one. Thank you for your comments about the Front Office experience you encountered – we have forwarded your comments for further investigation to prevent similar events from occurring. Regarding noise levels in the hotel, we do our best to ensure a refreshing stay for our guests in our central city location and sincerely apologize for the inconvenience. We hope you will give us an opportunity of regaining your confidence in the not too distant future.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.