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Reviewed 20 August 2016

Having stayed in this Sofitel many times, this last visit was quite disappointing! With a two night stay costing the best part of $1000 it's not unreasonable to expect a turn down service and bathroom refresh in the evening ((especially as there are only two bath towels) but the hotels new "Can't Be Bothered" attitude seems to have dropped the ball.
The room as usual was very comfortable with great views and location but the toilet flush needed to be cycled several times to stop water running into the bowel and the light in the shower didn't work which left the area very dark and dingy further confirming the CBB attitude. Had the hotel have asked "how was the stay" on the checkout I would have been happy to relay these comments direct.

Date of stay: August 2016
  • Trip type: Travelled with family
    • Value
    • Cleanliness
    • Service
1  Thank Duncan888888
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GM_C_Scott, General Manager at Sofitel Melbourne on Collins, responded to this reviewResponded 22 August 2016

Thank you for your constructive feedback following your recent visit to Sofitel Melbourne on Collins. It is with regret to read that your overall experience was not as it should have been. I would hope you would call Suzanne Duce at your convenience on 03 9653 0000 or email her on h1902-fo28@sofitel.com so we can look into your situation a little more and apologise in person. We look forward to hearing from you and apologise that you weren’t afforded the usual high standard of service we provide.

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Reviewed 19 August 2016 via mobile

I love staying at this hotel. Staff are friendly, service is excellent, club lounge food and drinks are high quality and the view over the cathedral is amazing 40 floors up! The beds are comfortable and the rooms are spacious. I would highly recommend this hotel for business or couples.

Date of stay: April 2016
Trip type: Travelled on business
Thank Curtai311
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GM_C_Scott, General Manager at Sofitel Melbourne on Collins, responded to this reviewResponded 22 August 2016

Thank you for posting a lovely review of your stay at Sofitel Melbourne On Collins. We very much enjoy welcoming back returning guests, and take it as a huge compliment that you chose to stay with us again.

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Reviewed 18 August 2016 via mobile

I attended a conference at the Sofitel, all went well.
I had a room on the 38th floors with beautiful views over the city and suburbs. The room was beautifully fitted out and furnished, proper timber screens to block out the morning sun, lovely toiletries and other small touches provided for additional comfort.
My package included breakfast on the 35th floor, which proved to consist of a few different buffets with a wide choice of nice food. The coffee was sublime! Views out over the city and the bay were panoramic, one of the best hotel breakfasts in years.
All in all, a lovely stay, the only wrinkle being noise rising from the 35th floor bar area. Still, it was quiet after 11pm, so all was well.
A nice place, oozing quality, and special praise for the attentive, courteous and competent staff.

Date of stay: August 2016
Trip type: Travelled on business
Thank Mark C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GM_C_Scott, General Manager at Sofitel Melbourne on Collins, responded to this reviewResponded 22 August 2016

Thank you very much for your fantastic feedback. I am extremely pleased to know that you had a very pleasant stay and enjoyed our high level of service. We are dedicated to constantly improve our services and your positive words are much appreciated by everyone here. I do hope that we have the pleasure of welcoming you back soon at Sofitel Melbourne on Collins.

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Reviewed 16 August 2016 via mobile

My husband and I always celebrate our anniversary by staying in a luxury corner room. The hotel never disappoints; starting with our valet parking with a smile, the lovely Anna at reception and the friendly and helpful manager, Michael, at the Atrium Bar. This time we had our dinner outside the hotel, but the breakfast, as usual, was fab. Thanks to Alice, again, for looking after us. We will be back on 15 Aug next year!

Date of stay: August 2016
Trip type: Travelled as a couple
Thank Irene P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GM_C_Scott, General Manager at Sofitel Melbourne on Collins, responded to this reviewResponded 18 August 2016

Thank you for leaving such a fantastic review! I am particularly pleased to read that you highlighted Anna, Michael and Alice. They will be really chuffed to have received the recognition. We are looking forward to your next stay in August 2017.

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Reviewed 15 August 2016 via mobile

A 3 night stay over a weekend to attend a conference. Not our first time here as my wife is a Platinum Le Club Accor Member and the club experience is usually one of the things that makes all the difference.
Arrived very late (after midnight) from our interstate flight to be left standing alone in the driveway. Our late arrival was pre-notified to the hotel and one would expect that at a property of this caliber (even with a night shift/skeleton crew) that there would be at least be somebody watching the driveway. No movement anywhere, managed to find a luggage trolley that wasn't chained up, loaded our own gear and headed for the side door. (Front doors are locked) A guy with a bunch of keys hanging off his belt showed up to help eventually but not sure who he was because he didn't speak.
The desk clerk seemed a bit surprised and put out that someone wanted to check in this late and even though we'd completed the Internet check-in to expedite things it was still a bit of a struggle. The whole thing seems a bit trivial but not the greatest welcome we've had and not what the hotel website or previous experience would lead you to expect.
Most of the usual things you expect from a Sofitel hotel were there but overall not up to scratch.
We'll expand our horizons next time.

Date of stay: August 2016
Trip type: Travelled on business
2  Thank Billybuchman
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GM_C_Scott, General Manager at Sofitel Melbourne on Collins, responded to this reviewResponded 17 August 2016


Thank you for your constructive feedback following your recent visit to Sofitel Melbourne on Collins. It is with regret to read that your stay was not as it should have been. I do sincerely apologise for the shortcomings on our part. Your arrival experience is certainly not indicative of the service we strive to provide and we have reviewed this in details with the departments concerned. Your detailed comments are appreciated and it is our hope that you will give us the opportunity to better serve you in the near future. Thank you for bringing your experience to my attention.

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