We were returning customers to Rydges Melbourne having enjoyed a week stay a year ago. Then we even meet one of the Managers who sent e-mails to us saying how great it was to meet us & to contact her if any help was needed with future bookings, we also joined the Priority guest scheme.
However our latest visit was not as enjoyable & possibly one of the worst hotel stays we have ever had & we can only confirm Many of the negative points raised by other reviewing guests.
Positives, rooms on higher levels are reasonably well appointed with comfy beds, lcd tv & the pool is a big bonus, as is the hotels good location for CBD, chinatown, theatres & sports venues- but thats where it ends.
We had exchanged e-mails with the hotel prior to arrival requesting certain room/floor & advising our Priority members detail, but on arrival we had a room on a different floor adjoining the lift shaft, which was fairly noisy. Nothing was recorded re our Guest membership & any benefits attached to this were not offered until we later advised staff who then set the wheels in motion (ie welcome back drinks). We were only able to use this priority guest card against certain drinks in the bar which was never made clear.
Housekeeping standards have fallen, we regularly had insufficient towels left in our room or tea/coffee (1 tea bag on one occasion for a double room) it almost seemed they were providing for single occupancy.Hot water supply was problematic -appearead there was an airlock or pressure problem, & despite leaving our room early most days & putting out the 'please make up room sign' we often returned to find the room being or still to be made up at 4pm.
We had to phone housekeping for Pool towels on 2 afternoon occasions as no clean or used ones were in evidence (presumably they had never been provided). On one afternoon Non guests (2males) were using the Hotel pool in a very antisocial way. Eventually a group of women who were being pestered by the males had to leave because they were so upset. They complained & 2 female staff attended & tried to eject the non guests, but needed to call on male staff to assist. The pool is in an access controlled area & should only be available to guests & this gives some concern regarding how non-guests could have free run of other guest only areas.
Bar service was poor & one evening when it was quiet, despite standing at the bar with cash & guest card in hand the barman who had clearly seen me, gave priority to others who came up to the bar for service. Was this because they were regulars, locals, or wearing suits as opposed to me who is just a tourist?? Disgusted by this we left & asked reception for a feedback/complaint form. We completed this immediately & handed it in & offered to discuss matters with a manager. We were never contacted and on our departure some 2days later we handed in another feedback card with virtually the same comments. Did we hear anything regarding this -No. during our stay we even helped with a photo-shoot & were offered a complimentary drink for our assistance- did we ever get this or hear about it -No
On our return to the UK we e-mailed the manger we had had dealings with previously who has sent a reply confirming she has passed the matter onto someone else- that was a week ago & still we have heard nothing. It appears indicative of their service & whilst whilst some staff at reception were very pleasant & polite others were very curt & bordered on downright rude.
A great shame & complete contrast to our visit a year ago when we felt welcome & valued -standards & service have clearly slipped & it is unlikely we will be returning here again & its probably unlikely we will ever get a detailed response to our feedback forms.
- Official Description (provided by the hotel):
- Rydges Melbourne is conveniently located in Melbourne's CBD, in the heart of the Theatre precinct on Exhibition street. With over 290 guest rooms and 70 suites. Rydges Melbourne is home to Locanda Italian Steakhouse Restaurant and Bar, featuring the best steaks from nearby Yarra Valley, an good variety of pastas and other mouthwatering options. Located in close proximity to Bourke Street Mall shopping, a block away from the Paris End of Collins Street boutiques and in walking distance to Rod Laver Arena and the MCG, Rydges Melbourne is a great choice if you are wanting everything at your doorstep. ... more less
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- Also Known As:
- Rydges Hotel Melbourne
- Melbourne Rydges Hotel