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“Rates much higher than it should”

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Sofitel Melbourne on Collins
Ranked #18 of 161 Hotels in Melbourne
Certificate of Excellence
Reviewed June 26, 2013

I am sorry but my opinion of this hotel is very poor, especially compared to other hotels in the area. I cannot understand how it can seriously rate this highly (and I stay in a lot of hotels).

There was no single thing that was, in itself, terrible and there were a couple of strong positives, but it really was death by a thousand cuts:
poor shower set up (a bath tub, shower head, and swiveling glass partition), no hot water on our first night - none, poor television set up (cannot be watched from bed, though not all rooms are like this), noise all night long, terrible attitude and service at the restaurant, minimal gym facilities, limited engagement by staff, hair in the bathroom etc.

No hot water? we were offered to move rooms at 12am. No other compensation. Alternative room was smaller than the one we were already settled in, so no thanks. Noise from an alarm going off outside all night (we were on the 40th floor)? We were told it was not the fault of the hotel. That is it. When we came to check out, after one night, and 2 days earlier than intended, unable to use the complimentary "$60 food and beverage voucher" that came at the rate we were paying, I was met with the indifference of the manager (who, to be fair, was nevertheless professional and helpful in obtaining a refund through hotelclub). All this for $380 per night? You have to be joking.

I walked 200m over to the Westin with my partner and received a room that was almost twice as big, impeccably clean and bright, with a wonderful shower, unlimited movies, great views, totally noise proof, a pool (there isn't one in this sofitel), and a much better gym, all for a slightly lower rate than the sofitel.

I am at a loss regarding my experience.

My partner swears by the sofitel brand, travels weekly across Australia and Asia, and she too was dumbfounded by what we found.

Service at check-in was exceptional. Service otherwise (by hotel staff, not restaurant) was attentive and professional. These are the only positives I can think of for the stay.

Room Tip: No pool. Gym much smaller than it appears in photos. Some rooms have more light but TV is set up per...
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  • Stayed: June 2013, traveled as a couple
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1  Thank rafwrites
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Jeremy H, Hotel Manager at Sofitel Melbourne on Collins, responded to this reviewResponded June 30, 2013

Thank you for your review in Tripadvisor. I was glad to hear your partner swears by the Sofitel brand. I was however disappointed to hear that we did not meet your expectations. Your in depth comment has been forwarded to the relevant department for further review. The check in Ambassadors displayed the kind of service you truly feel was professional and for that I thank you. I will definitely forward that to the relevant department. I look forward to welcoming you back in the not too distant future.

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2,906 - 2,912 of 5,451 reviews

Reviewed June 26, 2013

We usually stay at the Hyatt on Collins but this time couldn't get the dates,so decided to try the Sofitel on Collins instead ,another 5 star hotel. We certainly didn't expect it to be as nice as the Hyatt but at least be in the same ball-park,wrong wrong wrong! on so many counts. A very Tired room a bed that dipped badly on one side, a shower that soaked the bathroom when used,a phone that didn't work .When asking housekeeping if we could get some light milk for the room we were told of course and the cost will be 5$ thus is something we have never experienced even in much lower rated hotels .

  • Stayed: June 2013, traveled with family
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1  Thank Jacqueline S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Jeremy H, Hotel Manager at Sofitel Melbourne on Collins, responded to this reviewResponded June 30, 2013

Thank you for your review in Tripadvisor. Thank you for choosing Sofitel Melbourne on Collins. I am however disappointed to hear that the room did not meet your satisfaction and the lapse in service by the housekeeping department. Your comment has been passed on to the relevant department for further review. I look forward to welcoming you back in the not too distant future.

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An Accor traveler
Melbourne
3
Reviewed June 26, 2013

  • Stayed: June 2013, traveled as a couple
    • Value
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Review collected in partnership with Accorhotels.com
Thank An Accor traveler
This review is the subjective opinion of an individual traveler and not of TripAdvisor LLC nor of its partners.
Jeremy H, Hotel Manager at Sofitel Melbourne on Collins, responded to this reviewResponded June 30, 2013

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Reviewed June 26, 2013

Views are spectacular, particularly rooms that are Bay oriented. Corner rooms/suites are ideal and spacious. Airconditioning/infrustructure noisy throughout the night despite turning off the aircon/heating. Frequently stay there; combined with the views would deem this to be a favourite hotel. Staff always happy and courteous, ready to assist.

  • Stayed: June 2013, traveled as a couple
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Review collected in partnership with Accorhotels.com
Thank Shadowjasper
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Jeremy H, Hotel Manager at Sofitel Melbourne on Collins, responded to this reviewResponded June 30, 2013

Thank you for your review in Tripadvisor. I was glad to hear that Sofitel Melbourne on Collins is your favourite hotel. I was however disappointed to hear the noise from the HVAC unit kept you awake. I have passed the comment to the engineering department for further review of the unit. I look forward to welcoming you back in the not too distant future.

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Reviewed June 25, 2013

  • Stayed: June 2013, traveled with family
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Review collected in partnership with Accorhotels.com
Thank Mksautogarage
This review is the subjective opinion of an individual traveler and not of TripAdvisor LLC nor of its partners.
Jeremy H, Hotel Manager at Sofitel Melbourne on Collins, responded to this reviewResponded June 30, 2013

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Reviewed June 24, 2013

  • Stayed: June 2013, traveled with friends
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Review collected in partnership with Accorhotels.com
1  Thank Deborah382
This review is the subjective opinion of an individual traveler and not of TripAdvisor LLC nor of its partners.
Jeremy H, Hotel Manager at Sofitel Melbourne on Collins, responded to this reviewResponded June 30, 2013

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Reviewed June 24, 2013

Come and be wowed. The rooms are fabulous,comfortable and the views of Melbourne are simply superb. The staff are most helpful and attentive. I just love the location. I never hesitate recommending this beautiful hotel to my family, friends and clients. You will enjoy your stay guaranteed

  • Stayed: December 2012, traveled as a couple
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1  Thank GinaDonazzan
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Jeremy H, Hotel Manager at Sofitel Melbourne on Collins, responded to this reviewResponded June 30, 2013

Thank you for posting your review in Tripadvisor. I was glad that you enjoyed your stay with us. We are proud of our Ambassadors and they have made your experience a pleasant one. Thank you for making Sofitel Melbourne on Collins your choice. I look forward to welcoming you back in the not too distant future.

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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
#14 Business Hotel in Melbourne
#17 Luxury Hotel in Melbourne
Price Range: $174 - $516 (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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