Hotel service - is it the differentiator that has us repeat visitors choosing to stay at one hotel versus the other in the same 5-star category? Will we overlook one or two blemishes and focus more on the positive of the remedy than the negative of the cause? Do hotel workers in Miami care more about their patrons, their brand and their job than their counterparts in Melbourne? We have rated this 5-star hotel an AVERAGE, 3 out of 5 given the relevance of each of the above.
From arrival to departure, the relationship between hotel worker, their employer and this guest was strained. We arrived on a Friday night and needed a quick check in so we could leave to host a work related client function - clearly informing the concierge of this fact. We wanted to take our bags up to our room post check in but were assured that the bags would be in the room as soon as we were. This was made very possible because reception did not have our reservation.
Rather than make enquiries, reception asked if we could forward our email confirming reservation (reasonable) because the reservations part of the hotel was useless (not acceptable). We were allocated our room (more on that later). After just under 25 minutes of waiting for our bags, I went down to see the guys at concierge leaning on the bag trolly. When I picked the 4 bags off the trolly they apologised...too late guys. The excuse - Lady Gaga is staying at the hotel. Well guys, Lady Gaga was at her concert when we arrived, so it was not her fault.
The hotel is one of the top 3 in Melbourne (we still favour the Hilton at South Wharf). It is ageing but not quickly. The rooms are large and the layout (featuring corner baths) is good. Amenities include toothbrush and shaver, which we like, although you only get two towels. Bed is hard (nowhere near Westin dream bed quality) and no pillow menu. Mini bar is basic.
The first night, we may have been sleeping in a sauna (despite it being 4 degrees outside). We needed two visits from the service room to get it fixed.
We were travelling as a family and hesitantly opted for a twin room. Despite no reference on the hotel website, twin means twin singles - we consider this unusual. This renders the Park Hyatt unsuitable for families, unless you book two adjoining rooms at double the rate. The hotel catered for us by delivering good quality trundle beds.
Pool and gym facilities were very good Australian hotel standard. The spa looked good too.
Breakfast - a major factor in the way that we rate a hotel - was the buffet at Radii. Omelettes were great, scrambled eggs ok, choice was limited at best. Once again, the service was poor. On two occasions we had to advise the waiter that we were NOT finished, the second time one of us had the fork up to the mouth when the waiter was attempting to clear the plate. For $40 a head, we expect more.
The hotel charges for in room Wifi - up to $29 a day. Lucky they don't get to charge for air.
Our 3 out of 5 rating was affirmed at our departure - we called in advance requesting our car. After waiting (the now obligatory 15 mins) for concierge we asked for it, only to hear that they didn't get the message. Poor Lady Gaga...we are sure she would have been blamed.
- Official Description (provided by the hotel):
- Overlooking St. Patrick’s Cathedral, Fitzroy Gardens and the cosmopolitan mix of Victorian and modern architecture of the central business district, Park Hyatt Melbourne offers an exclusive sanctuary in the heart of the city. Our hotel in Melbourne CBD provides a warm ambiance and exceptional levels of personalised service and luxury amenities. Renowned for having the largest 240 guestrooms & suites in Melbourne with walk in robes, Italian marble ensuites and open windows, our luxury hotel provides an unparalleled experience of elegant, contemporary luxury. Guests are invited to enjoy the award-winning radii restaurant & bar, the vibrant Tea Lounge and Park Club Health & Day Spa featuring an indoor aquamarine pool, spa, sauna, gym and private sun deck. Our Melbourne hotel is only 22km from Melbourne Airport, and is convenient to most city attractions around the city centre. It is within walking distance to the Melbourne Cricket Ground (MCG), home of the Australian Football League (AFL) and test cricket, The Melbourne Museum and the best boutique shopping, cafes, restaurants and theatre districts. Park Hyatt Melbourne is also ideally positioned just steps from Parliament Station and Melbourne's free tram zone. ... more less
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- Also Known As:
- Park Hyatt Melbourne Hotel Melbourne
- Hyatt Melbourne
- Melbourne Hyatt