I stay at the Executive Suite for a night on the 4th April. My first impression of the room is that the size is pretty small with the amount of money paid. Since my birthday is coming up and I am a Crown Signature Club member, I am eligible for a wine or chocolate which I have hinted the staff during check in, then I told the bell boy before leaving and he uses my room's phone to request for one. After an hour, I still didn't get anything and I ring up but they told me that there is no record of it. So they told me they will send one up soon. While setting up my laptop, I discover that their TV is not working as they should and I get them to come and have a look, but they couldn't figure it out and have to get their technician, but over an hour still no sign of anyone coming to fix the issue.
I then went to the gym and swimming pool for about an hour, back to my room and just got into my bath I get a call for a change of room. I was told that I have to move from 9th floor to 5th floor, which I have absolutely no view of anything but the ground and roof, with a slightly smaller size of Executive Suite. By then it is around 5pm and we have already been hanging around for half a day just to deal with that. I went to the reception to see if they are able to let me to have a late check out and she wasn't being friendly and ask me to pay if I wanted a late check out. I then ring up to the manager, which then I only found out the guy who ring me for a room change is the manager and he told me that he wasn't aware of the issue until he tries to get hold of me.
I appreciate the help of the bell boy who has a vietnamese background and he is very friendly, helping me to bring my luggage up to my room, during room change he helped out and when we check out he also came and bring all of our luggage.
Overall, I think a couple of their staff are irresponsible, even the manager on duty do not aware of the issue after I have been waiting for that call for 5 hours, so I would say that I will not go back to Crown Towers. I have been to Crown Metropol for an inspection of their room, although they did not have a room to show me, they are still trying to use images to explain to me, and wishes me an early birthday, which I did not even get when I mention it to the Crown Towers staffs. If I am going to stay with Crown, I would rather spend my money with Crown Metropol which I can get a better service quality.
Try to have a higher floor room so that you can have a good view; and get the Yarra River view as th...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
May 1, 2013
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Thank you for your feedback after your recent stay at Crown Towers.
I was disappointed to read of your experience and in particular, the missed opportunities we had to acknowledge your birthday celebration. Also for the television/laptop compatibility problem and poor communication within the team that resulted in an excessive delay in resolving your room issues.
As a valued Signature Club member, I encourage you to book through the Signature Club as you are entitled to a reduced rate and the inclusions you had mentioned are then automatically included. Booking through the website and selecting the rate you did does not come with the champagne and chocolates you mentioned. That said, I am sorry again that we were not able to work this out upon arrival for you.
As outlined on our website, the Executive Club Suite is 72sqm in size. Should you be considering a larger room in the future, I’d encourage you to consider our Premier Suites at 99sqm, our Tower Suites at 174sqm or one of the many Villa options we have available, which extend right up to the Chairman’s 990sqm Villa, the largest hotel room in the Southern Hemisphere.
I see from our records that ultimately you did take advantage of a late check out and am glad this was resolved for you.
Again, please accept my apologies for the shortcomings you experienced on your recent stay. I do hope we have the opportunity to welcome you back and restore your confidence in Crown Towers.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.