Where to start? When we got to our room, we discovered that it was a downgraded room to what we had paid for (even though we had phoned the night before to confirm our booking). When we went down to reception to request to be moved to the room we had paid for, we were greeted with sighs and groans and an excuse that it was based on availability regardless of what we had paid for, and as we were staying for 3 nights they may not have a king room for us. After pressing the issue for quite some time there magically became a king room available. The staff member could not care less and we were made to feel like we were inconveniencing him by requesting what we had paid for. We were made to feel like we were in the wrong which was hugely frustrating and upsetting.
Once in our correct room we soon realised that housekeeping had missed a few things and left a few hairs behind (mini bar had empty cans in it, no room service menus, only half a roll of toilet paper and no second roll, the arm chair was disgusting and needs an obvious clean). When we tried to call down to reception and to the duty manager (on several occasions) our calls were never answered. We went back down to reception to make note of our concerns, particularly about the mini bar as we were not going to be responsible for this. Once again the staff could not have cared less. We were clearly interrupting their chat session.
There was never a 'hello' as you walk through the entry doors, never a 'have a nice day'. The staff really didn't have the time of day to want to help or even just offer a simple sorry. The one friendly face was a young man, Willow, who assisted with directions.
The rooms are very dark and you cannot tell what time of day it is without going outside or pressing your face against the window. When asked on checkout how our stay was, we gave our honest option - this was greeted by a blank face and a 'that's a shame'.
The hotel experience put a dampener on the whole trip. It would not have been as bad if the staff were given some basic customer service training and cared about the job they are doing.
We will not be staying at a Citigate again.
- Official Description (provided by the hotel):
- Citigate Melbourne offers contemporary accommodation positioned opposite Flinders Street Station. The hotel is close to all the major sporting, fashion, entertainment and dining precincts within Melbourne. Citigate Melbourne features contemporary guest rooms with many offering breathtaking views of the Yarra River and Southbank. Guests can also enjoy a casual drink or meal in the relaxed environment of the Lobby Bar, keep healthy in the gymnasium, or surf the internet with free WiFi in the lobby and business centre. ... more less
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- Also Known As:
- Citigate Melbourne Hotel Melbourne
- Citigate Hotel Melbourne
- Melbourne Citigate Hotel