Ovolo hotel advertises itself as a luxury boutique hotel and it was with great anticipation that we checked into the hotel over the pre-Christmas weekend.
The hotel certainly impressed in terms of "hard ware": beautiful layout of the room, ingenious space efficiency, complimentary beverages and pastries, a welcome goodie bag, it was the perfect welcome.
It was however sorely lacking in soft ware: beverages that were consumed were not replaced and a request down to reception for replacement was answered by a surly unsmiling counter staff who handed them over without a word even after my husband had thanked him for it. This encounter albeit lasting barely a minute, left a very unpleasant impression on us.
If either the hotel or staff are unhappy about replacing the beverages, perhaps complimentary drinks should not be offered in the first place.
When I realized that the hand soap had not been replaced, I pressed the housekeeping button ( there is one near the main door) only to have it completely ignored, which again makes us wonder why the button was installed in the first place.
A face to face request for soap made at the counter was met with the very same surly, unsmiling staff who had taken up the drinks for us earlier in the evening.. why this bespectacled gentleman is in the hospitality line is any one's guess, he certainly loathed attending to hotel guests as we were once again presented with his poor appalling attitude.
If Ovolo wishes to maintain its 5 star LUXURY status, it will be in their best interest to drastically improve its service quality.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Seasons Greetings to you!
Thank you for your review and feedback on your recent stay at the hotel. I am glad to hear that the hotel initially impressed you and that you enjoyed the rooms and freebies on offer.
I am however sorry that you felt the property lacked in replacement of stock and also customer service.
Regarding the mini-bar beverages, these should be restocked daily when housekeeping cleans your room. If this did not take place I sincerely apologise and can only put it down to an oversight during the cleaning of your room. I will however speak to my housekeeping team about this and ensure it does not occur again.
I am also a little saddened to hear that one of my team members was not his smiling and accommodating self during your stay. Our staff usually get great feedback for their service so I am concerned you felt it was lacking during your stay and can only apologise on behalf of the team. I do thank you though for mentioning this as I can now chat with the team to ensure they are more accommodating to our guests.
Hsueps, I hope you can return to the hotel in New Year as we would like to restore your faith in Ovolo as a brand.
All the best for 2014!
Ovolo Hotel Melbourne
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.