My wife and I booked through booking.com to celebrate our 1 yr anniversary, the room was quite expensive, $799 for 2 nights but considering the circumstances ( being our wedding anniversary and also grand final weekend) we booked anyway after veiwing the photos online and checking reviews. I booked the room around 4 weeks in advance and also emailed with some enquiries and requests if available but got no return contact in regards to my enquiries whatsoever.
When we arrived at the hotel the staff where initially very approachable and proffessional, but as soon as we went to pay for the room we were charged a booking fee of $100 ontop of our room costs that we were not told about when booking.
A little disgruntled, we paid and continued on our way to our room. When we opened the door we were dumb founded by the size of the room, as we'd seen photos and the room looked nothing like them. It was tiny! But trying to maintain our good mood for our weekend away and not ruin our experience we continued with our stay and decided to get ready to go out for dinner and drinks to celebrate our big night. My partner proceeded to take a nice relaxing shower, about 5-10 mins into it the room phone rang, when i answered the reception attendant asked "ummm are you by chance having a shower?" i replied "yes", is there a problem" to which he responded with "can you please stop, we have a leak in reception and we beleive it is coming from your room" i told my wife to stop and asked the receptionist to ring us as soon as they had word on how long it would take but before i could tell him we were in the process of getting ready, the phone was hung up. So we waited for a phone call back, didnt happen....i rang back about half an hour later and told the reception attendant that we were about to head out and both needed to have showers to get ready he replied with "well, we dont have any other available rooms, if you absolutely have to, can you make it quick" i couldnt beleive it...make it quick?..... are you kidding me? i just paid $800 for 2 nights in a much smaller than expected room, charged a $100 booking fee that we were unaware of and have been here no more than 3hrs and now have to rush a shower and shave to get ready for my wedding anniversary dinner??.....unbeleivable!
We continued to prepare for our night, my wife washed the shampoo from her hair after being stopped mid shower, then i had a 3 min shower and got ready to get out of the room and try to change the mood of the night by having dinner and a few drinks. As we went through reception we asked if the problem was going to be resolved, we got no apology for the happenings, just told that a plumber would be coming in the next hour. not impressed!!
After our dinner and a change of mood, we got back in the early hours of the morning. There was a different person at reception who was aware of the issue but unsure of any outcome/solution to the problem, he just advised us to try to keep our showers to as minimal time as possible. Trying to stay composed and calm, we went back to our room and proceeded to our bed to retire for the night.
I drew back the covers and realised our "queen" bed was two singles pushed together! not to mention the matresses are quite firm and the pillows were fairly dense and unsupporting, both nights sleep i woke with neck soreness. Also the walls are considerably thin, we could hear everyone walking on little bourke st all night, horse and carts riding past and people opening and closing room doors from the hallway, i wanted to complain and make it known i was unhappy but i needed to keep a cool head so that my wife could enjoy our special night.
The next morning my wife went down to organise our free daily breakfast, she went to make coffee but the positioning of the coffee machine meant that if you are standing there to make your coffee between the machine and the reception desk, you were blocking the entry and exit of the hotel so she opted for room coffee, breakfast consisted of various baskets of fruits and pastries BUT no trays to take it back to the room, just white take away bags like a truck stop. My wife was going to ask if there were trays or carry bags available but the male receptionist was busy chatting to another woman who stood staring at my wife, making her feel quite uncomfortable, so she grabbed a couple of pastries and headed back to our room and filled me in on the happenings.
Being the last straw we decided to checkout out early and head home, we went downstairs and asked to checkout, the receptionist commented that we were the first people to checkout for the day then proceeded to ask how our stay was,...there was a bit of a pause then i replied that "it was ok....apart from our shower issue and the size of the room" to which i got no apology again, just "oh really, what happened".....then quickly interupted with "ok so there is nothing to be finalised here as you have already made payment on arrival, would you like me to call you a taxi?" i was about to reply with how unacceptable the service had been and how our 1st wedding anniversary had been made fairly average as a result of the standards of the hotel, when i glanced at my wife and saw the dissapointment on her face and thought enough.....just head home and keep it civil, end this as nicely as possible and deal with it later.......so here we are. I am extremely dissapointed that our anniversary was not as perfect as i had planned and am highly disgruntled with the fact that the events at the hotel effected negatively on both myself and wife's moods over the course of our weekend, she deserved much better....WE deserved much better!
The location of the hotel is its best feature with plenty of restaurants and bars nearby, and lots of entertainment within walking distance. Followed closely by its cleanliness, the reception and foyer are immaculately kept and the facade of the building is quite simple but yet still inviting!
It is a real shame that our experience has left us with quite negative feelings towards to the hotel as it has the potential to be an excellent place to enjoy some quality time for families, couples or even singles coming to experience melbourne living.
make sure you double check the room photos and dont be mislead by the room descriptions, ring the ho...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Greetings from Ovolo Melbourne,
Thank you for taking the time to share your feedback on Trip Advisor albeit less than perfect. I would like to start by offering my sincerest apologies in regards to the shortcomings you experienced during your stay. I will be investigating the situation regarding your shower as a matter of urgency to ensure the response you initially received remains an isolated one. Though these issues at times are unable to be avoided, you should certainly expect to be kept informed of the progress and I again apologise for our lack of contact with you during this time.
Please note that the $100.00 pre-authorisation that was taken upon check-in acts as a bond for the room and is released around 48 hours after departure; this is not a booking fee or a charge.
You will be pleased to know that Ovolo Melbourne does have trays for breakfast and these can be found in all guest rooms should you wish to use them. We are also in the process of placing mattress toppers on those of our beds that can be split into single beds for additional comfort.
I can see that you were in contact with our reception team prior to your arrival regarding an early check in request and from your response it seems as though we were able to answer all your questions. As your grievances were not discussed prior to your departure I would very much like you to contact me directly on +613 8692 0777 or via email at email@example.com to discuss them in more detail.
Ovolo Hotel Melbourne
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.