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“Standards slipping at Sofitel”

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Sofitel Melbourne on Collins
Ranked #16 of 162 Hotels in Melbourne
Certificate of Excellence
Reviewed November 15, 2012

Having stayed with Sofitel on a number of occasions I have high expectations. This time, champagne & chocolates were supposed to be in the room - nothing. After an hour I called room service, another 30 minutes & it turned up. Checkout was a mess with incorrect charges and 3 attempts at getting it right. Otherwise a great hotel and good staff.

  • Stayed: November 2012, traveled as a couple
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Thank whatawasteoftime
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SofitelMelb, . at Sofitel Melbourne on Collins, responded to this reviewResponded November 18, 2012

Thank you for your feedback following your recent stay with us.

It is with a great regret to read that you were disappointed with the serviced provided by our team. It is certainly not indicative of our usual high service standard. I extend my sincere apologies, and your comments have certainly been helpful where further training maybe required.

Your feedback is very important to us. We appreciate you sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future.

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3,412 - 3,418 of 5,361 reviews

Reviewed November 13, 2012

Great for a short or long stay and i just had a rest day before going home and that was great at the hotel as well. There is a mcdonalds close handy but i didnt need that really with the value at the restaurant and sofi's!!!!!!!!! AND what a view from the top floor!

  • Stayed: November 2012, traveled solo
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Thank neon76
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed November 13, 2012 via mobile

A delightful fun and relaxing place. Very quiet rooms with great views. Breakfast is good although busy always we had to wait one morning as it was close to full. Close to all attractions Melbourne has to offer. Staff friendly and approachable. Make sure your ring down to get your car from valet with plenty of time we waited Upto 20 mins because it was a busy period.
Overall lovely place and will go back again.

  • Stayed: October 2012
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Thank megsychitto
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed November 13, 2012

We had a night here in a corner suite for a birthday celebration last week. The room was beautiful and we were given chocolates and wine on arrival. The views are what make this Hotel really special with many rooms above the 35th floor.
The breakfast and lunch we had onsite were so disappointing though.
Lunch was ordinary at best and breakfast was certainly not 5 star although the service was a little above average.
We have been staying here at the Sofitel for years and I don't think the breakfast has been revamped for a a long time.There is nothing special on offer: no lovely bread rolls-no special pastries- no special hot dishes and unfortunately there are tacky looking jars of jam and honey sitting on the side board. The jugs of juice looked uninviting and a little second hand. At 40+ dollars a head you could do a lot better going somewhere else in the City.

  • Stayed: November 2012, traveled as a couple
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Thank alisondMelbourne
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SofitelMelb, . at Sofitel Melbourne on Collins, responded to this reviewResponded November 18, 2012

Thank you for your detailed review following your recent stay with us.

Whilst I was pleased to read that you enjoyed most aspects of your recent stay, I’m disappointed that your dining experience was not as it should have been. I sincerely apologise that your expectations have not been met on this occasion.

Your feedback is very important to us. We appreciate you sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future.

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Reviewed November 13, 2012

While looking out across the parks of Melbourne towards the bay from the 50th floor of the Sofitel we couldn't help but think how privileged we were to be here. The reception staff ,Ellen,was very pleasant and helpful, genuine interest in looking after us. No waiting for the lifts, the room was exceptionally well appointed right down to a coffee making machine. The bed was exceptionally comfortable. My daughter visited us and was so impressed by the Hermes toiletries that she instructed us not to use them and save them for her! We paid little more than ordinary motel rooms in the outlying suburbs. Congratulations must go to the staff for getting it right. We would definitely stay again.

  • Stayed: November 2012, traveled with family
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Thank Tezza329
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SofitelMelb, . at Sofitel Melbourne on Collins, responded to this reviewResponded November 18, 2012

Thank you for taking the time to write such a lovely review of your recent stay.

It is wonderful to know that we met your expectations across many levels.

I was also very pleased to learn that you found Ellen to be friendly and helpful. I will ensure your kind words are with her.

We thank you for your support of our hotel and look forward to welcoming you back in the near future.

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Reviewed November 13, 2012

This is a really swanky hotel.

We were checked in by a very friendly male staff member in the evening who was good at making conversation.

The snazzy central atrium that the rooms surround gives the hotel a unique feel.

The room was perfectly spick and span and it had a warm golden glow to it.

The view was great!

We appreciated that the bathrobes had the belt threaded through the loops so that the belt didn’t fall to the floor when we picked up the bathrobe, as has happened in other hotels.

We found it convenient that the bathroom lights were powered by an automatic sensor.
I loved the shower! It’s in a bathtub, but it’s really good quality. It’s hard to explain, but the beads of water are very light and small, so it gives the impression of a pleasant, light (but efficient) spray.

Great location, too!

There were a couple of minor drawbacks. Like the music in the central atrium being a bit too loud, so we could hear it from our room at night. And I found it odd that, in such an outstanding hotel, toothbrushes and toothpaste are not provided unless you ask for them.

But, overall, we loved our stay at Sofitel! The Sofitel team should be proud. Good job!

  • Stayed: November 2012, traveled as a couple
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2  Thank T A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SofitelMelb, . at Sofitel Melbourne on Collins, responded to this reviewResponded November 13, 2012

Thank you for taking the time to write such a lovely and thorough review of your recent stay.

It was wonderful to hear that we made your stay truly enjoyable. We are dedicated to constantly improve our services and your positive words are much appreciated by everyone here.

Thank you also for your feedback on the noise emanating from the Atrium Bar and we do apologise for any inconvenience that may have been caused to you.

We thank you for your support of our hotel and look forward to welcoming you back in the near future

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Reviewed November 12, 2012

We spent four nights here as part of our honeymoon. There were good moments, there were bad. I doubt we would stay here again as its not good value for money, despite the good location.

On arrival we were pleased to find a complimentary bottle of champagne awaiting us, to congratulate us on our marriage.

We found the concierge service not very helpful. While the managing concierge had several good suggestions as to what to do, he was unfortunately not working most of the time during our stay. The concierge we dealt with did not know many things about the city, leaving us to spend time on the hotel's computers conducting internet searches of tourist activities in the City - no cheap exercise at 8 GBP for about 10 minutes of internet. He also sent us on a wild goose chase to an aborigine tour, at 11am on a Saturday morning, on the other side of town - a tour that no one at the organsation was aware of when we turned up. His answer to most questions was "er, sorry, er, I don't know, sorry"

The lobby bar closes at around 5pm - so for nibbles and drinks the only place to go to is the bar on 35th floor - lack of choice. There is also no spa on site, despite there being a gym. On our honeymoon, we found this disappointing.

Apart from this, the staff were really polite and accommodating. It had its good points, but its just not for me.

  • Stayed: September 2012, traveled as a couple
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Thank Anak-Kucing
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SofitelMelb, . at Sofitel Melbourne on Collins, responded to this reviewResponded November 18, 2012

We are appreciative of you taking your time to share your thoughts with us.

Thank you for your detailed comments regarding our concierge desk. I truly regret that we didn't handle things better and have followed up with my team to ensure such a situation does not recur.

We appreciate you sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Sofitel Melbourne on Collins

Address: 25 Collins Street, Melbourne, Victoria 3000, Australia
Phone Number:
Location: Australia > Victoria > Melbourne > Central Business District
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Children Activities (Kid / Family Friendly) Restaurant Room Service Shuttle Bus service Spa Suites Wheelchair access
Hotel Style:
#3 Romantic Hotel in Melbourne
#5 Spa Hotel in Melbourne
#12 Family Hotel in Melbourne
#14 Business Hotel in Melbourne
#15 Luxury Hotel in Melbourne
Price Range: $196 - $484 (Based on Average Rates for a Standard Room)
Hotel Class:5 star — Sofitel Melbourne on Collins 5*
Number of rooms: 363
Official Description (provided by the hotel):
Sofitel Melbourne On Collins is at the Paris end of Collins Street, in the heart of the city's premier shopping, dining and theatre district, just minutes from the famous Melbourne Cricket Ground. This award-winning hotel has 363 luxurious rooms that begin from level 36 offering breathtaking views from floor-to-ceiling windows. Each room is complemented by modern furnishings, mood lighting, LED\LCD or Plasma televisions and iPod|MP3 connection. Marble bathrooms offer automated low level lighting and French amenities.Enjoy modern dining in No35, high tea occasions in Sofi's Lounge or stylish cocktails in the Atrium Bar On 35.For meetings and events, Sofitel Melbourne On Collins is one of the city’s most comprehensive integrated hotel conference venues offering 12 individual meetings venues with comprehensive audio-visual services. ... more   less 
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Also Known As:
Sofitel Melbourne On Collins Hotel Melbourne
Accor Melbourne On Collins
Melbourne Sofitel

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