Booked over the leading hotels of the world website. As the leader club member, entitled to room upgrade, early check in and check out, welcome gift. This is my second times of staying at The Langham Melbourne. First time was not very pleasant but would like to give it a try. Surprise it is one of the top rating hotels in Melbourne, even in Australasia. Upon on arrival, the porter did not offer the help with my luggage. Upon on check in, the receptionist did not say "Hello" or" Welcome". She seemed very upset and offered a cold face without any smiles. She did not advise whether my room was upgraded or not. Arrived in the room, dust all over the desk, found a half-drunk Coca Cola Bottle with a straw inside in the minibar. Taking the bottle to the reception and would like to complain about the issue. The Assistant Manager seemed upset too and offered a cold face without any smiles (I suspect the Langham Melbourne training their staff in the same way). After hearing what I was going through, she did not say "sorry" and just say she would look into the problem and would have to change the room for me but it would took one and half hours. After coming back into the new room, still no welcome gift. After a series of compaints, a club access voucher was given to me. The club voucher entitled me to use the facilities for free like internet access. The club lounge was small, old and dated and offered limited selection of food and beverage. The room was dated, old and the carpet was all over the stains. Met a lot of staff inside the hotel, no one was saying " Hello" to me. In the morning, when I had breakfast, ordered a cup of coffee in the beginning. The coffee did not come until I finished my breakfast and the staff was almost pouring the coffee to the table. When I arrive at home, the bill came to my email and showed I was charged for the internet. Called back and the staff said the reception was not aware that I got the voucher. I was also charged $10 for using the credit card to settle the bill. It is so ridiculous that the 5 Star hotel surcharge 1.5% for using the credit card. The whole hotel was dated and old and staff was extremely poorly trained. The room was very noisy and you can hear someone was showering at 4am in the morning. It was not sound-proof at all. The price was expensive for that kind of service in comparison with Sofitel and Westin.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for taking the time to give us your valuable feedback which has been shared with all departments. We always encourage feedback and continually aspire to improve our guest experience when any physical or service issues are brought to our attention. We have responded to you separately as you contacted us directly also.
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My apologies we did not meet your expectations on this occasion and allow you to relax and enjoy your stay. We certainly appreciate your detailed comments which I have passed to both our Front Office Manager as well as our Housekeeping Manager so that these matters can be shared with the team and we can further improve the experience for our guests. I believe that despite your concerns with some of our staff members you were pleased with the service received from Ricardo our Service Stylist, who I know looked after you during your stay.
We are delighted you chose to stay at The Langham, Melbourne and we hope to welcome you on future occasions.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.