I actually feel a little bad to be writing what appears to be the first negative review of this hotel, its not really even a negative review of the hotel but more of the package we had booked. My partner and I have just come back from a long weekend in Melbourne and spoiling ourselves with the Indulgence Package which The Westin have on offer for a few months. Having stayed at many 4 and 5 star hotels around the world we decided to give The Westin a try, mainly for its location (which is absolutely perfect), its beautiful rooms and considering that pretty much all of the mining executives I have ever worked for in Perth, will ONLY stay at The Westin in Melbourne and Sydney on their interstate travels, I had heard nothing but fantastic comments so we decided to give it a go. We completely splashed out, spoilt ourselves and booked a Studio Spa Room at a cost of $720 per night (with this particular package). This consisted of late check out, sparkling wine and strawberries on arrival and a breakfast in your room each day. Maybe our expections were a little too high! On arriving at the hotel in a taxi, there was absolutely no one to greet us or help us with our luggage, even the taxi driver commented that in all his years of taking tourists to The Westin he had never seen this. A staff member actually walked past the main doors and ignored us, the comments from the Taxi driver "nice to see someone is rusing out to help you". This by no means put us off our trip, we didnt care, we're fit and healthy we can carry our own bags and suitcases, we were in Melbourne for a special weekend and it was after midnight when we arrived. We got to reception...no-one there. Finally a very nice lady did come out to check us in, she handed me a handwritten envelope which looked like a 5 year old had scribbled my name across the front (presentation does matter) handed us our key cards and left us in reception. We were'nt even told where the lifts were. Once again, not a big issue, we have eyes we can find the lifts, it was late, we were tired, we just wanted to get to our room and begin our mini luxury break. On arriving in our room which was absolutely incredible (I had requested the same studio spa room that they advertised on their website) with views of the cathedral and Flinders etc, it really was spot on, our sparkling wine (Chandon) was chilling nicely and strawberries ready to munch on. From thereon in, unfortunately for us the hotel did not deliver. Our breakfast on Saturday morning which was delivered to our room was incredibly bland ( I would also like to point out that we didnt get a choice with breakfast) it was a set breakfast which I wasnt aware of, I obviously missed that point when researching the package and hotel. The breakfast consisted of 2 cold croissants, they hadnt even warmed them through, 2 tiny stale bagels, 2 tiny pieces of cold frittata, probably about the same size as the palm of my hand, a tiny selection of fresh fruit (adequate for one person), a small dish of salmon, another with capers and another with sour cream and two very large glasses of what appeared to taste like orange juice (cling wrap still left on the top). . No butter, no jam, no forks to eat the fruit with and no tea or coffee (thats extra) ! We ate the frittata and then went out for breakfast. The following morning we called for our breakfast hoping we would have a different selection of goodies, but alas we were told (using our speed service button on our phone) that we were only entitled to one complimentary breakfast. The lady then put my partner on hold, apologised and said "oh sorry you do get breakfast again, its part of the Indulgence Package" - PHEW) ! 45 mins or so later, our breakfast finally arrived. This time Frittata was warm, croissants still stone cold, no jam, no butter but we did have different fruit this time, we had a medium sized bowl of natural yoghurt and another medium sized bowl of strawberries and blueberries....but no spoons or bowls to eat it from and a very colourful looking drink, I haven't a clue what it was but it resembled a balinese mocktail, it didnt look very appetizing and I gave mine a miss. Once again we nibbled on the stale bagel and cold croissant and went out for what we perceived to be a more indulgent breakfast for us of eggs, bacon, toast, and freshly ground coffee. Saturday night we decided to try the spa in our huge, stunning bathroom, I looked everywhere for the bath salts or bath oil, its not quite the same having a spa without these, I thought that would have been a nice touch to add as part of the indulgence package, they were not to be found. Sunday morning, our last day, we decided to can the complimentary breakfast as it was just too disappointing and order ourselves the Australian Breakfast from room service. We ordered 2 black coffees, 2 Australian breakfasts (which come with sour dough toast), scrambled eggs for one of us and fried for the other. Orange juice and a grapefruit juice. We got 2 white coffees, no sour dough with one of the breakfasts and poached eggs instead of fried. I also got my grapefruit juice but once again it resembled another Balinese mocktail with a thick, pink gluggy layer on top which I think from smelling it was probably water melon, Im not sure, nevetheless it wasnt what was ordered. We sat in our heavenly bed with heavy hearts to be honest, moreso as the breakfasts we had ordered from room service on the last day cost us an additional $96, I will point out that my partner complained and we did get another breakfast delivered this time with the sour dough toast and Im still awaiting my final bill to see if we get charged for this also! We really did have 3 disasterous breakfasts. The service was appalling. In retrospect, if we had just booked ourselves a City View Room and had not booked any special package, this really would not have bothered us as we would have gone out for breakfast each morning. Everything else about the hotel was first class. The hotel is just beautiful, the Martini Bar fantastic and we did have lunch booked at Allegra Restaurant for the Sunday but we cancelled it, we were just too scared to experience any more service disasters on what was otherwise a fantasitc weekend and we wanted our last day in wonderful Melbourne to be special. This was my treat to my partner to whisk him away for a magical weekend of pampering and indulgence and at a cost of $720 per night I was expecting something a little more special than what (to us) was a very bland and average breakfast (it was nothing short of being ripped off). Whoever devised this package is either single or has never actually experienced the package for themselves to understand what couples perceive as "Indulgence". It was so "ordinary" and other than having strawberries and sparkling wine on arrival there was nothing else special about the package at all. Im back at work today feeling slightly let down. I had left a handwritten letter with my key cards, to the Manager, explaining all of the above but alas so far I have heard nothing back. Im not expecting any kind of freebie, or really even an explanation from the hotel, everyones idea of service and standards are so different and in the hospitality industry I know that it is impossible to please everyone but I truely feel that whoever came up with the idea of The Westin's Indulgence Package have rocks in their head, it was cold, uninviting, bland and boring. We recently stayed at a 4.5 star hotel in Bali (I know you cannot compare) however it was the "little touches" at this hotel that made our stay so incredibly special. Our complimentary free tea and coffee, our selection of CD's and DVDs in our room, a complimentary CD from the hotel with the most sensual amazing music, espresso machine in our room, a bowl of fresh fruit, a little chocolate or cookie left on our pillows each evening, hand made soaps in our bathroom, a small tub of bath salts filled up each day to have with our spa or bath oil, all those little touches are indulgent (and cost us $300 per night less). Would be go to the Westin again, yes we would, but we would only book a city view room at a fraction of the cost of a spa studio room and that would be about it. I would prefer (from what we experienced) to go out and eat and get much more value for money from any of the fabulous cafes/bars situated almost everywhere in the CBD. I would recommend this hotel to anyone but I most definately would not recommend the indulgence package, its simply not worth it. There is nothing indulgent about it, the only indulgent part for us was our beautiful room and how much it cost !!!
- Official Description (provided by the hotel):
- Modern, chic and elegantly understated, The Westin Melbourne’s dramatic staircase and light filled lobby overlooking the vibrant City Square sets the tone for one of Australia’s leading hotels. Boasting 262 luxurious guest rooms, the award winning property is surrounded by theatres, galleries, designer boutiques and the city’s finest attractions. ... more less
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- Also Known As:
- The Westin Melbourne Hotel Melbourne
- Westin Melbourne
- Melbourne Westin