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“Staff couldn't care less” 1 of 5 stars
Review of Citigate Melbourne

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Citigate Melbourne
4.0 of 5 Hotel   |   270 Flinders Street, Melbourne, Victoria 3000, Australia (Formerly Ramada Melbourne)   |  
Hotel website
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Hotel amenities
Ranked #75 of 171 hotels in Melbourne
Brisbane, Australia
1 review
2 helpful votes 2 helpful votes
“Staff couldn't care less”
1 of 5 stars Reviewed October 9, 2013

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.

Room Tip: If you want to have a bath during your stay, be sure to request a room with a bath plug as they are...
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  • Stayed October 2013, traveled as a couple
    • 2 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Kristian L, General Manager at Citigate Melbourne, responded to this review, October 31, 2013
Thank you for your comments. We have clearly missed the mark on many levels, please accept my sincere apologies. I would like the opportunity to discuss your experience further with you and would be most greatful if you could make contact with me directly.

Regards

Kristian Lindhe
General Manager
Citigate Melbourne
Kristian.lindhe@accor.com
0403504551
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    3.5 of 5 stars
  • Service
    4 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4 of 5 stars
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Portarlington
Reviewer
4 reviews 4 reviews
4 hotel reviews
Reviews in 2 cities Reviews in 2 cities
4 of 5 stars Reviewed October 9, 2013

Right opposite the Flinders Street Station. Doesn't get more central than that. Friendly staff and spotless rooms. Manager allowed us a late checkout. Problem with elevators but they were working on it as a priority.

  • Stayed October 2013, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service

Review collected in partnership with Accorhotels.com

Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Kristian L, General Manager at Citigate Melbourne, responded to this review, October 31, 2013
We are delighted that you enjoyed your time with us and look forward to seeing you again in the future.

Kristian Lindhe
General Manager
Citigate Melbourne
Kristian.lindhe@accor.com
0403504551
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Mumbai (Bombay), India
Senior Contributor
21 reviews 21 reviews
17 hotel reviews
Reviews in 17 cities Reviews in 17 cities
4 helpful votes 4 helpful votes
4 of 5 stars Reviewed October 8, 2013

Very central location just across from Flinders station and the famous Southbank. Good clean rooms with modern fittings. Small breakfast area ,but decent spread and at least some of the dishes change daily which was a welcome change! Friendly front office staff. Only grudge is they did not honour my Accr card despite taking the number, on a trivial technicality!

Room Tip: Make sure you avoid the windowless rooms and see if you can get a higher floor looking out on the Ya...
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  • Stayed May 2013, traveled with family
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Kristian L, General Manager at Citigate Melbourne, responded to this review, October 31, 2013
Thank you for sharing your comments. We are delighted to hear that you enjoyed your time with us and were happy with the breakfast selection. We have recently appointed a new head chef into the property who is doing an outstanding job. Please ensure you bring your Accor loyalty card to the hotel on your next visit so we can rectify the issue with your reward points.

Regards

Kristian Lindhe
General Manager
Citigate Melbourne
Kristian.lindhe@accor.com
0403504551
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Salisbury, United Kingdom
Top Contributor
56 reviews 56 reviews
9 hotel reviews
Reviews in 31 cities Reviews in 31 cities
22 helpful votes 22 helpful votes
2 of 5 stars Reviewed October 7, 2013

The room did not have a window. Or rather it did but it had been blacked out. Consequently there was no way of opening the window for fresh air, the room had to have the lights on permanently and, until you left the hotel you had no idea of what the weather was like. It was clean and a nice size. The water pressure was so low it took about 20 mins to fill the bath.

Room Tip: Check if your room has a window! (And that it is not blacked out).
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  • Stayed October 2013, traveled as a couple
    • 1 of 5 stars Value
    • 5 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Kristian L, General Manager at Citigate Melbourne, responded to this review, October 31, 2013
Thank you for your comments. I am sorry to hear that you did not enjoy your room and would like to suggest a Cityview room for your future stays. The Cityview rooms are over looking the iconic Flinders street station and Southbank and are filled with natural light. We look forward to welcoming you back to the hotel soon.

Regards

Kristian Lindhe
General Manager
Citigate Melbourne
Kristian.lindhe@accor.com
0403504551
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Adelaide, Australia
Contributor
17 reviews 17 reviews
6 hotel reviews
Reviews in 14 cities Reviews in 14 cities
4 helpful votes 4 helpful votes
5 of 5 stars Reviewed October 5, 2013

A very clean, well-located hotel with superb service. From the moment we arrived we were greeted with warm and friendly smiles. The staff could not have been more helpful. We initially chose this hotel on price and quickly realised that we had chosen well. The rooms were very clean and confortable. Great location and close to many food outlets, shopping and tourist attractions. The breakfasts were excellent and we enjoyed the banter we had with the chief who, on the second day remembered how we liked our eggs! The dinner we had at the first night was also first rate and resaonably priced. We will most definitely stay here again.

Room Tip: We had a room that looked over the CBD. Loved the lights at night. I think the front view looking to...
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  • Stayed October 2013, traveled as a couple
    • 5 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
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Kristian L, General Manager at Citigate Melbourne, responded to this review, October 31, 2013
Thank you for posting your review on Trip Advisor , I was thrilled to read you enjoyed your stay with us. We pride ourselves on providing a high level of customer service and so we certainly appreciate your feedback. We look forward to welcoming you back in the near future.

Regards

Kristian Lindhe
General Manager
Citigate Melbourne
Kristian.lindhe@accor.com
0403504551
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Citigate Melbourne

Address: 270 Flinders Street, Melbourne, Victoria 3000, Australia (Formerly Ramada Melbourne)
Phone Number:
Location: Australia > Victoria > Melbourne
Amenities:
Bar / Lounge Fitness Center with Gym / Workout Room Restaurant Room Service Wheelchair access
Hotel Style:
#65 Luxury Hotel in Melbourne
Price Range (Based on Average Rates): $$
Hotel Class:4 star — Citigate Melbourne 4*
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

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