I’m unsure where to begin on the reflection and review of our stay at The Melbourne Hotel…
My fiancé and I had been recommended to experience the Hotel as a possible venue for our wedding due to our original hotel closing down and the venue ticked all our boxes; well this was prior to actually stepping foot into the hotel.
Firstly, parking – no reference to the availability of parking on their website and upon calling to try to organise, was rudely advised we either have to pay an additional fee for valet parking to have the vehicle secured onsite or go around the corner for public parking. We elected the secured parking onsite but had to illegally park whilst undertaking the check-in process as there is no street parking available near the hotel.
The check-in process – this was the part that left me in tears and will be the reason why I will never return to The Melbourne Hotel.
The ‘Team Leader’ undertook the check in process. Between being rude & very unfriendly, we were advised that we had to pay a further $300 for a bond allowance. Not once did I read this on their website and on their booking confirmation email, there was not a mention of further funds being required, especially a further $300. He then rudely advised, once asked about the reimbursement, that it will take 2 business days to clear back into the account. He did not go through our booking nor advise us what the process was for our breakfast as we had upgraded our reservation to include this.
The room was nice, clean & fresh. The ‘rain water’ head in the shower leaked from the ceiling so we experienced cold drops whilst having a shower. The only thing that was positive was the bath tub which is such a shame for such a highly promoted and advertised establishment.
The service downstairs at the bar was slow, not the best wine list and staff have a hard time being friendly and smiling.
Upon checking out, the young lady on the counter would be the hotel’s best asset. Her customer service was exceptional and amazing. She however, advised that the most their ‘Team Leader’ should have taken from my Mastercard for our ‘bond’ was $100 per night as we were only staying one night. This information has left my fiancé so unhappy and infuriated that he’s pursing avenues via Department of Consumer Protection in regards to this ‘bond deduction’.
Would I recommend this hotel to anyone to either stay or have a function, especially a wedding? Not in the slightest notion. Management need to address customer service issues, maintenance and update their media forums to correctly advertise their hotel by clearly advising their guests of the charges upon arrival.
Still waiting on my ‘bond’ to be refunded and after the tears from the experience, will never support The Melbourne Hotel again nor put my wedding guests through what we experienced.