풀만 멜버른 시티 센터 5성

고객 평점 (ALL 평가) 4.4/5 2,852 리뷰

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풀만 멜버른 시티 센터

195 Swanston Street
3000 멜버른
호주

GPS:-37.812876, 144.96526

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자세히 보기

ALL 평가  4.4/5  2,852 리뷰

TripAdvisor 평가  4.0/5  195 리뷰

2023으뜸 시설

Very very disappointing

트립어드바이저 평점 1.0/5

Julie W TripAdvisor 인증 리뷰

We were very excited to be going to a Luxury scape in the city. Pulling up into the laneway was a downer as it’s revolting. We were met by Bruno the concierge, who was very pleasant, and took my car to park walking into the hotel via the side entrance, you are hit with the smell of sewage, this continued for the whole weekend we were there. Many mistakes were made long way to check in and check out and our card for a room kept disconnecting, so we had to keep going back to reception to have it rebooted. The queen size beds were PLUS, unfortunately the two club chairs in the room needed upholstering when you sat on them, your tin was on the table. I put my back out actually getting out of one of them. I had to ask three times for them to come and make the beds and for fresh towels we had requested this on check-in , the buffet was adequate, but making your own tea and coffee with an automatic machine. It kept stopping to go through a rinse cycle. Would’ve been far easier to order with the waiter. I asked the waiter for a slice of lemon, after a Time lapse. He came back with two slices of lemon on a napkin in his hand!!!!!! Our bathroom was a huge letdown, mould in the corner of the shower & rust around the shower door hinge. It was a nice touch to have cold and sparkling water on tap outside our door, however, the drainage tray was filthy as was the machine covered in dust. The Rooftop Bar was appalling, as we exited out of the lifts to be faced with two big glass doors that were filthy. We went out onto the rooftop to sit at a table with metal Chairs. There were not any cushions available. They were very uncomfortable. As it was 38° there were no water bottles at the water station only Glasses. I went in to ask for some water and the waitress seemed quite annoyed as she said I’m coming I’m coming. When she did bring out some water bottles, she did not bring us one. As I was standing waiting to check out, I noticed that one of the tub chairs in the foyer had a huge stain all over the fabric. This was very off-putting. I cannot see how this hotel could be deemed 5 stars. It would clearly be only 3 if that. The only positive, apart from the comfortable beds was that all the staff were lovely, but under pressure . I tried to ring reception several times but the phone just rang out, so I just had to go down to reception myself. I was bitterly disappointed as I took a friend who was recovering from breast cancer. As a treat I spent my whole weekend apologising to her. I have had other lovely Luxury Escapes in the city and was thinking this would be the same, not, so it seriously needs a makeover and renovations to be done And the smell of sewage downstairs in the side entrance and the foyer should be attended to. I would never stay here again, or recommend to my friends. I have never experienced this at any of the Acore hotels.

Hello FrequentFlier103689, Thank you for sharing your detailed feedback across multiple platforms. Once again, we sincerely apologize for the disappointing experience you encountered during your stay. Rest assured, we take all your concerns seriously and will address them with our team to improve our services. Thank you again for being constructive with your feedback. Warm regards, Alex Mihardja Executive Assistant

First impressions not good

트립어드바이저 평점 3.0/5

FredDi1955 Couples - TripAdvisor 인증 리뷰

My first impression of this hotel was terrible. We pulled up in our taxi to the entrance in a scruffy dirty side street ( see photo). The reception was more like a bus station (see photo) than a 5star hotel (which it definitely is not) Then after a very long flight arriving at 8am very tired. We were told that although our room was ready, we would have to pay 120 Australian Dollars for early check in !!!!!! Not really what you would expect from a “ 5 star hotel “ Later on I was told that they couldn’t print a document for me. If we weren’t so tired and having prepaid for our stay I would have gone elsewhere. Up to the room , we were pleasantly surprised, it was ok, despite the view ( see photo). As I said not a good first impression, but it definitely got better, especially after a good recovery sleep. The hotel was in an excellent position. The side street entrance was only that. The main entrance was on pedestrianised Swanston street, so the taxi couldn’t drop us off there. The staff were very helpful, especially the man and woman concierge, and Jack who eventually sorted my printing problem. The breakfast was excellent, and everywhere where was very clean. So in conclusion I would probably stay here again, knowing full well its faults.

Dear FredDi1955, Thank you for sharing your detailed feedback. We apologize for the initial negative impressions you had during your arrival. We appreciate your understanding and acknowledgment of the improvements throughout your stay. Your compliments on the helpful staff, excellent breakfast, and cleanliness are valued. We take your comments seriously and will work on addressing the areas of concern to enhance the overall guest experience. We hope to have the opportunity to welcome you back for a more positive experience in the future. Sincerely, Alex Mihardja Executive Assistant

A property affiliated with Accor, but not truly embodying the standards associated with the Accor brand.

트립어드바이저 평점 2.0/5

Neil8911 비즈니스 - TripAdvisor 인증 리뷰

After reading the previous review, I'm unsurprised to see the same recurring problems at this hotel. Although being a diamond member with Accor, enjoying the highest membership tier, the hotel failed to provide all the extra benefits. Despite requesting a late check-out, I was initially denied, with the suggestion to inquire again the night before. The rooms were not serviced, with the excuse of understaffing, raising questions about why all rooms were sold despite the lack of adequate staff, especially considering the hefty $415 AUD per night rate. The reception and check-in process were chaotic, with long waits due to only one person managing the reception areas. Additionally, the price of $55 for a single breakfast item in the lounge, excluding buffet options, felt exorbitant. To add insult to injury, my card was charged for minibar items I did not consume, only to be refunded later as a supposed gesture of goodwill. Also being told that despite being an Accor property, management is outsourced to Erdi Group, hence why all the benefits are not available in this property. Despite bringing these issues to management's attention, their response was inadequate, prompting me to share my feedback here.

Dear Neil8911, Thank you for sharing your feedback with us. We sincerely apologize for any confusion regarding the Club Lounge offerings. The Champagne breakfast at $45.00 indeed includes the buffet selection and champagne, not just the à la carte item. Canapés are priced at $55.00/head. We regret the challenges you faced during your stay, including the late check-out request and service delays. Please note that late check-out is subject to availability, and we apologize for any inconvenience caused. We appreciate your loyalty as a Diamond member with Accor, and we are actively working to address the issues raised. Your feedback is valuable to us, and once again, thank you for being constructive with your feedback. Best regards, Alex Mihardja Executive Assistant

Horrível!

트립어드바이저 평점 1.0/5

Cristina M TripAdvisor 인증 리뷰

"I requested several times for my room to be cleaned, and I was always assured that it would be done. However, upon returning at 10 p.m., I found my room exactly as I had left it, with no sign of it being tidied up. When I inquired about the situation, the response I received was astonishing: 'Please be patient, here at the hotel, it is not our policy to clean any rooms. This is common and normal.' Such an approach is unacceptable and goes against all expectations of service in a hospitality establishment, especially one that presents itself as high-quality."

Dear Explore10149153952, Thank you for bringing this to our attention. We sincerely apologize for the inconvenience you experienced with the housekeeping service. Your feedback is crucial, and we will investigate the matter to ensure it is addressed promptly. We appreciate your understanding and regret any disappointment caused. Sincerely, Alex Mihardja Executive Assistant

5 Star???

트립어드바이저 평점 3.0/5

Denis K TripAdvisor 인증 리뷰

My wife and I have just spent two nights at this hotel on a Luxury Escapes package and were very happy with the room and the Club Lounge. Unfortunately, several incidents left a little to be desired. On arrival we were given the choice of red, white or sparkling wine (part of the package) - we chose chilled sparkling to be delivered to the room. Three hours after checking in the wine still had not arrived so a call was made to reception and very shortly afterwards a warm bottle of wine was delivered to our door, which we then had to ask for chilled. On the day of checkout (we had a late checkout of 2pm) we arrived at our room just after 12 noon to find we had been locked out and had to make our way to reception to have the key validated. On checking out we were being charged for valet parking which also was part of our package. We then had to prove that valet parking was included, not 'one moment sir while I check'. At no time (with each incident) were we given any sort of apology by the person we were dealing with. Since arriving home we have discovered an additional charge on our credit card and have endeavored to ascertain what it is. After several phone calls which have rung out, and an email, for which we are still waiting a reply, we are still none the wiser. Having previously enjoyed a Luxury Escape at another 5 star hotel in Melbourne, we had expectations and were very much looking forward to a similar experience.

Dear V4459UNdenisk, Thank you for taking the time to share your feedback. We're glad to hear that you enjoyed the room and Club Lounge during your stay. We apologize for the incidents you experienced, including the delay in receiving your wine, the inconvenience with the room key, and the confusion regarding valet parking charges. In order for us to look into your query better, please provide me with details via email h3028-gm2@accor.com of your stay so we can investigate the additional charge you mentioned. We're sorry for any frustration caused, and we appreciate your patience as we work to address your concerns. Sincerely, Alex Mihardja Executive Assistant

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그 외 웹 사용자 평가 등급

  • 1,286 리뷰 9.5/10 위치
  • 1,593 리뷰 7.9/10 객실
  • 1,595 리뷰 7.4/10 서비스
  • 26 리뷰 5.1/10 인터넷 가격
  • 503 리뷰 8.4/10 분위기
  • 500 리뷰 7.4/10 편의 시설
  • 487 리뷰 8/10 청결도
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