Such a pity about the services in The Langham though the rooms and views were lovely. We hv stayed in The Langham hotels in a few cities and we would rate the Melbourne one in terms of service the worst among all.
Obviously services is non-existent, not even if you are a Langham member. In our one week stay here, we have to remind the front desk for simple things such as our daily complimentary newspapers which are almost never delivered. And when you call the front desk, there is a not a word of apologies. Same for breakfast. Ours was clearly stated that it includes breakfast at the Melba restaurant or club lounge. But each morning when we are at the Melba restaurant we are told we are not entitled to the breafast and it has to be charged to the room. We called up front desk after that who promised to resolved it for the rest of the stay but each morning it happens again. Clearly lots of miscommunications here and the departments are not talking to each other obviously. And it looks like we were not the only ones having the problems becos we saw similar customers ahead of us in the queue having the same problems.
Another example. We asked one of the staff at Melba (who happened to be a kitchen staff ) for a thong becos it was missing from the toast bread section. The staff was trying to be helpful and he asked his manager (we presume) where he cld get the thong but was told he should tell the customer that that is the job of the waiter not kitchen staff and he should just stick to his job duties. In other words, mind his own business. So yes the helpful kitchen staff came back and told us that we can ask the waiters instead. This is so disappointing coming from a 5-star hotel.
What was even more disappointing wasthat we have to change four rooms in our week long stay here. While we could understand the need to change rooms becos they were booked on different categories, we could not understand why for our last night stay in the hotel we have to change room again. And we have to call up the front desk ourselves to check whether we have to move room. There was no correspondence on the morning itself. It was lucky that we came back after lunch just to check. We have to wait a while in our room while they discussed whether we cld stay or have to move.
We were told after a 15-min wait that we could stay in the same room by paying A$40 for the upgrade. So obviously the room was available and we could understand if this is a peak period and somebody else has already paid for the room. This was clearly not the case here. Mind you, the room we stayed in was not even a suite. It was a corner delux room. The front office kept reiterating that it would be considered double upgrade if they were to allow us to stay put in the room. Yes we understand but I am sure rules are just rules, and we are talking about just one night here and we are their club member. Plus we have already spent thousands in the hotel for a week stay. What is A$40 to the hotel when they cld satisfy their loyal customers. But obviously the hotel doesnt think customer services is impt. We would gladly pay A$$40 if it is a reasonable request.
Another classic example. We called to ask for late check out at 3pm. Without checking the front desk said we have to paid one day of charges if we extend our check out time. We asked why, they said thats the hotel policy. We have to remind them that we are a member of the club (which entitled us to late check-out) before they said ok.
Everything is slow here. We waited for our breakfast, for our newspapers, for the bell boy to collect our luggage. But surprisingly our hotel bills came to us very fast - slipped right under our doors every am.
The conceige and chambermaids were lovely though which is only part of the stay that makes it memorable.
We wont be back to the Langham for sure when we come back for our next winter vacation in 2010. We will go for Westin or Sofitel. Such a pity because we do love the views and well appointed rooms.
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