Dear Valued Guest,

As a starting point, I first would like to thank you for allowing us to be of service to you and your party, your patronage is well appreciated.

In recognition of our primary focus and that is to strive to achieve what is most important to you, as our valued guest, we offer you our profound apologies for any inconvenience and disappointment that you experienced during your recent stay with us. This is most regrettable, please do feel confident that we are very much dedicated to continuous service improvement as an ongoing practice, therefore your feedback is most welcome.

We are very much open to your suggestions and criticism, our hotel team share a common goal, and that is to exceed your expectations.

The vanity design in some of the standard rooms allow for privacy in a dual occupancy arrangement, so that either guest may in confidence enjoy this separation. Although we had no input in the design of this facility, we do appreciate your comments.
The exhaust system in the bathroom automatically shuts down when the light in this area is turned-off. We are currently printing in-room information which outlines this functionality, so that noise intrusion is limited.

At this time, most Melbourne hotels do not offer complimentary internet due to cost of delivery, however, this may change in the future. For guests who do not wish to buy an internet package, we have a provision of an hourly internet connection in the hotel foyer at a nominal cost, or the opportunity to purchase a coffee/drink in the restaurant with free internet. Based on the ongoing in-room Wi-Fi demand, we envisage that we will be in a position to offer this service during 2013.

On the matter of hotel car parking charges as well as daily room charges, it is based on hotel check-in at 2pm and check-out at 11am, I do not think that we were too successful in communicating this on the day. If I may please outline this respectfully, in that, the car bay is available for your use from: 2pm on check-in, until 11am on check-out the next day. Even though you arrived at 2am, the charge for one night’s car parking is legitimate and is congruent with universal hotel pre-registration practices.

We do recognize that hotel policies at times are somewhat peculiar; in saying this, our information should have been clearer.
Our Front Office Manager waived one night’s car parking fee, as a measure of demonstrating to you a gesture of courtesy, I would also like to outline that we failed to deliver our apologies in such a manner whereby you would have been satisfied with the outcome, I assure you that we will improve on this.

As a demonstration of our commitment to you and in the interest of quality service, please be assured that we will indeed do our very best to exceed you expectations based on any future opportunities which allows us to be of service to you and your party.

I remain cordially,

Tony Cakmar
General Manager

Dear Renee,

Thank you choosing to leave a review on tripadvisor. We are situated in a great location and with Crown Casino and the shopping prescient within easing walking distance we appreciate that you enjoyed our location and all that Melbourne has to offer. The team prides themselves on their customer service and Nathalie is delighted she was able to make your booking process seamless. We look forward to welcoming you back in the near future.

Kind Regards
Cindy Colliver – Executive Office

Dear Valued Guest,

Thank you for your feedback, we are situated in a great location and with Crown Casino and the shopping prescient within easing walking distance we appreciate that you enjoyed our location and all that Melbourne has to offer. We look forward to welcoming you back on your next visit to Melbourne.

Kind Regards
Cindy Colliver – Executive Office

Dear Valued Guest,

Thank you for your review, our location does allow for a short walk to either the CBD or the MCEC which is very convenient for many of our guests, we do find the double glazing to be very effective in ensuring a peaceful nights sleep.

We appreciate your feedback about our service; our staff are always striving to exceed our guests expectations. We have only this week updated our breakfast buffet to include a more extensive variety of sweet and savoury options along with an a la carte menu cooked to order.

Thank you for taking the time to post a review, we look forward to hopefully being of service to you again.

Kind Regards
Kelly Matthews - Executive Office