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“Lovely hotel...service is lacking”

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The Westin Melbourne
Ranked #18 of 159 Hotels in Melbourne
Certificate of Excellence
Sydney, Australia
Level Contributor
13 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 15 helpful votes
“Lovely hotel...service is lacking”
Reviewed 9 January 2014

Nice hotel and in a good locale
In room dining food was tasty and good portions.....BUT
The service needed serious attention
- Lobby bar waiter was rude and was finishing his shift and wanted us to pay up, after 45mins and halfway thru out second glass of expensive red wine.
Strange as the bill should of gone to next waiters shift....not a good way to expect a tip.
- Checkin did not give us any explanations of where amenities were, or check out times, no information.
- No one was at the pool/ fitness centre to checkin towels etc on both occasions.
- key card to room demagnetised twice, and had to go back to check-in to have new ones issued...seriously frustrating.
- Checkout time, received the bill with a charge towards a charity ..upon asking about it, apparently it in the small print on checkin. Not appropriate for sooo many reasons.
The duty manager was polite however but by that time, I had already ticked this hotel off my list..Shame!!


  • Stayed August 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Surfstyle101
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
WestinMelboune1185, Manager at The Westin Melbourne, responded to this review, 20 January 2014
Dear reviewer. Thank you for your detailed feedback – it is valuable to us. We are pleased you appreciated our hotel’s unbeatable address on Collins Street. However, we would like to take this opportunity to apologise for the other less than satisfactory service experiences you encountered in our Lobby Lounge, upon check in and check out, and in relation to the magnetic strip failing on your room card twice. This is not a reflection of the typical level of service we offer at our hotel. The room key card’s magnetic strip is deactivated by mobile phones and it is unfortunate that you had to experience this inconvenience twice during your stay. As for the other service related issues, we realise there is no excuse for these encounters and rest assured we will be sharing your comments with related departments for further enquiry and discussion. We welcome you to contact our front office manager for a further discussion on these matters and we do hope to have the opportunity to welcome you back to The Westin Melbourne for an overall uplifting stay in each and every way.
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  • Sleep Quality
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English first
Melbourne
Level Contributor
111 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 35 helpful votes
Reviewed 8 January 2014

Just after Christmas, our family decided that we would like to spend New Year's Eve in the centre of the city and watch the fireworks from the banks of the Yarra River. So did approximately 500,000 other people so there was quite a bit of congestion on public transport getting in and out of town. Fortunately, the Westin Hotel still had rooms available so we were lucky enough to spend the night in town in a nice room. We arrived early in the afternoon, did a bit of shopping (OK - I didn't shop, my wife did and I carried bags), had afternoon tea and then rested in the room while we waited for sunset. A short walk got us an excellent vantage position for the family fireworks at 9:30 pm then we went back to the room and waited comfortably for the midnight extravaganza which we viewed from our hotel room window. All very nice indeed.

The Westin is a typical 5-star hotel with friendly responsive staff who despite being very busy always had time for a smile.

We woke up, had a nice buffet breakfast, then drove home just after 1:00 pm having had the benefit of a late check-out.

It was a great way to see the old year out and new year in.

And yes, the beds are quite heavenly.

Room Tip: Try to get a room that overlooks the old city square and gives you magnificent sunsets.
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  • Stayed January 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank ggads
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
WestinMelboune1185, Manager at The Westin Melbourne, responded to this review, 13 January 2014
Dear reviewer. Thank you for your review - we love it. New year Eve is a great time to be in Melbourne for the fireworks and all the retail therapy. Our city view rooms certainly offer 'front row seats' to the cities skyline, where the NYE fireworks took place. We are pleased you made the most of our unsurpassed location amongst the best designer boutiques, theatres, galleries, and Melbourne’s finest attractions including Federation Square, the Arts Centre, MCG, and the Tennis Centre. We are also pleased to learn that our staff were able to offer our usual high levels of service standards, even on such a busy night and that you were able to make the most of our Superfood’s buffet breakfast, read the papers and generally make the most of the late checkout time. We look forward to welcoming you and your family back to the Westin Melbourne for another uplifting stay in the not too distant future.

NB. During your next visit, may we just mention if you are not already a Starwood Preferred Guest member, go on line to join the program so we may keep you informed of our special offers together with 15% off food in all our venues (T& C’s apply)even if you are not staying. Membership is complimentary
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Level Contributor
28 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
Reviewed 6 January 2014 via mobile

Fabulous location right in the city, walking distance to the shops, flinders station and federation square. The rooms are spacious, service was excellent and the bar was great, breakfast was what you would expect. There is a patisserie out the front on Swanston st that was a great option for breakfast, nice toasted sandwich and pastries.

Stayed January 2014, travelled as a couple
Helpful?
Thank Nicki A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
WestinMelboune1185, Manager at The Westin Melbourne, responded to this review, 13 January 2014
Dear reviewer. Thank you for your comments. We are so pleased to learn that we were able to offer you such an overall satisfying stay in every way. Our Hotel is positioned in an unbeatable location where the best coffee is served at many cafés located not far from our doorstep, including the coffee at our Hotel. Brunettis is very popular with all the locals and is a well known brand in Melbourne. In a 5 minutes radius there is at least 16 different coffee houses which present different tastes, roasts, sizes and accompanying cakes for all to enjoy. We look forward to welcoming you back to the Westin Melbourne for another uplifting stay in the not too distant future. Until then, be well.
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Toowoomba, Australia
Level Contributor
15 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed 5 January 2014

We went to Melbourne for a long weekend with some friends and the Westin was a great choice in accommodation. The rooms are spacious and the bathroom is a fantastic size for a hotel - definitely a winner for me! The lifts come quickly, the service is fine and location is walkable to most things.

Breakfast wasn't included in our package and it was rather expensive at $40pp. I would either get the meal included in your price or walk down the street to one of Melbourne's super cool lane-ways to have a much cheaper breakfast!

All in all, a great hotel!

  • Stayed January 2014, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank VicL84
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
WestinMelboune1185, Manager at The Westin Melbourne, responded to this review, 13 January 2014
Dear reviewer. Thank you for taking the time to post your review, which we will be sure to share with all of the team. We are delighted to hear that you and your friends had a great trip. It is always so uplifting to hear that our guests have such a satisfying stay. Your comment regarding the breakfast offering is well noted and will be passed on to relevant departments for further discussion. During your next visit, may we just mention if you are not already a Starwood Preferred Guest member, go on line to join the program so we may keep you informed of our special offers together with 15% off food in all our venues (T& C’s apply)even if you are not staying. Membership is complimentary. We look forward to welcoming you back to The Westin Melbourne in the not too distant future. Be well.
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Melbourne, Australia
Level Contributor
57 reviews
23 hotel reviews
common_n_hotel_reviews_1bd8 48 helpful votes
Reviewed 5 January 2014 via mobile

My husband and I were given a voucher to stay at the Westin Melbourne for 2 nights prior to leaving Australia for our honeymoon. It took 3 calls and being mucked around by the call centre before we could book. It is the only hotel we stayed at that didn't go to any effort to include any extras because it was our honeymoon. Every other place added at least a bottle of champagne. No-one cared it was our honeymoon and a special time. Absolute lack of attention and detail by the call centre and the lady who checked us in. I don't feel it's good value for money. Service was absolutely lacking. A wedding guest told us that she had phoned to also get us a voucher but the call centre were so useless she gave up.

Stayed January 2014, travelled as a couple
Helpful?
Thank DRIW_10
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
WestinMelboune1185, Manager at The Westin Melbourne, responded to this review, 13 January 2014
Dear reviewer. Thank you for taking the time to post your comments, your feedback is very valuable. We would like to take this opportunity to apologise for the unsatisfactory experiences your encountered with our reservation service and of which there is no excuse especially on such an important and special occasion. We assure you this not a reflection of the level of service standards we strive to offer our guests. We will certainly be investigating the matter further with the related departments in order to take action to ensure this doesn't happen in the future. In the mean time, may we request that you contact our front office manager for a further discussion and follow up please. We hope to have the opportunity to welcome you back to The Westin Melbourne for a memorable stay.
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melbourne
Level Contributor
40 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 17 helpful votes
Reviewed 4 January 2014

We recently spent a night at The Westin in Melbourne. It's in a great location, easy walk to everything we wanted to do in Melbourne and is a lovely building both outside and in.

However sadly our stay didn't live up to our expectations.

Firstly there were some great things:
- gorgeous lobby and nice seating/view, love the iced lemon water available in the foyer/lobby to enjoy whilst you wait for your room/car
- valet parking was well run and easy to use
- the food in the breakfast buffet was delicious and the made to order omelettes were very tasty
- divinely comfortable bed and pillows
- very clean room and well fitted bathroom
- gym fully equipped and easy to access
- friendly cleaning staff who stopped to say hello

The not so great:
- when I called to book with the hotel directly I felt like the staff member was on a timer and had to finish the call ASAP. I had to stop them from ending the call so that I could confirm some details, I didn't feel I had their complete attention during the booking process.
- when we arrived for check in we were early and our room wasn't ready, which was understandable, so it was suggested we go for a walk for an hour and they would call when the room ready. The call never came, so after 3 hours we just returned to the hotel at 3pm (the official check in time) and we were given our key, no apology for lack of call (despite it being the same staff member who promised to call). Again we were rushed through the exchange, no explanation of the hotel facilities and just handed our key (we went back down later and asked for details about the hotel facilities).
- we had breakfast included in our package and when we were seated at our table the wait staff just left us without explaining how the breakfasts worked, however they did return a few minutes later and gave us some details, almost as an after thought.
- after sitting at breakfast for 10-15 minutes we had not been offered a hot drink by the staff so I flagged one down and asked about coffee. It was ordered and arrived quite quickly and was very tasty. I have never had to wait so long to be offered a hot drink before, it was just disappointing when the food was so nice.
- breakfast is advertised to be available until 11am but at 10am the food and drinks on the buffet were starting to run out and a lot of these were not being replenished (I heard staff telling a customer that they wouldn't be re-filled, I am not making an assumption) eg. waffles, Bircher muesli, berry smoothie, again not big things, but just detracted from the experience.
- no paper towels in public female toilets, it seemed the toilets hadn't been checked in a while.
- no clean glasses to drink the water available in the lobby, again nothing major, but when it is in conjunction with the other things we experienced it took away from the enjoyment of our stay.

Overall our impression was the hotel was very nice but the staff were too busy/overworked and didn't have the time to give us the 5 star service we expected from staying at The Westin. Would we stay again?- probably yes, given the positives of our stay... However the service would have to be significantly improved and I would not pay the premium price that I paid for this stay because I don't think it was worth the 3-4 star service we received.

Room Tip: Ask for a room with an external view
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  • Stayed January 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank happymum23
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
WestinMelboune1185, Manager at The Westin Melbourne, responded to this review, 13 January 2014
Dear reviewer. Thank you for taking the time to share your detailed feedback – it is certainly valuable. Firstly we are delighted you enjoyed our large, clean and well appointed rooms with signature Westin features such as the Heavenly Bed, all of which we are so well known for. We are also pleased you enjoyed our gourmet SuperFoodsRxTM buffet breakfast, convenient valet parking, our stylish lobby lounge and our excellent onsite facilities such as the newly upgraded Lifefitness equipment in our WestinWORKOUT® gymnasium (open 24hrs). However, we are disappointed to learn that our service was not delivered to our usual high standards. We wish to assure you this is not a reflection the typical levels of service we work hard to deliver to all our guests who stay at The Westin Melbourne. We will certainly be reviewing these matters with the related departments for further discussion and improvements. We thank you again for this feedback and we do hope to have the opportunity to welcome you back for a much more overall uplifting experience. Until then be well.
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Singapore, Singapore
Level Contributor
73 reviews
31 hotel reviews
common_n_hotel_reviews_1bd8 42 helpful votes
Reviewed 3 January 2014

Was in Melbourne for NY Eve .

Midnight fire crackers in Melbourne were spectacular , and the Federation Square is a good location to see them from , which was a 2 min walk once you step out of the Hotel.

Also just 5 mins walk from the train station and shopping district

Nice spacious rooms , was comfortable even after placing an extra bed

Try and get a room with a view to the Federation square

The Bar / lounge on the ground floor is really nice. Great Ambience , top class service and a fine selection of Snacks and Wines

Breakfast layout was way below par , by Westin standards.

Concierge was rather efficient and very helpful

Room Cleaning Service was good too , one day we kept the do not disturb sign on , while we were out , so the room was not clean when we returned in the evening . We called for service at 830pm and they cleaned the room straight away

Spa was rather nice too , with a gym , steam , sauna and a heated swimming pool

The Bellboys were most helpful , with tips on how to get around the place , and helping with taxis and luggage

Room Tip: Take a room facing the Federation Square
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  • Stayed January 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank SingaporeNRI
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
WestinMelboune1185, Manager at The Westin Melbourne, responded to this review, 13 January 2014
Dear reviewer. Thank you for your positive review. It’s always so pleasing that our guests have such an overall uplifting stay in every way especially on such a special occasion such as new Years Eve. Your constructive comments regarding the buffet breakfast offering are well received and will be passed on to the relevant department heads for review. We are delighted you appreciated our instinctive and personable service from our bellboys, concierge staff and housekeeping team. Our associates take pride in delivering our guest high levels of service standards that you encountered. We look forward to the opportunity to welcome you back to the Westin Melbourne for another uplifting stay in the not too distant future. Be well.

NB. During your next visit, may we just mention if you are not already a Starwood Preferred Guest member, go on line to join the program so we may keep you informed of our special offers together with 15% off food in all our venues (T& C’s apply)even if you are not staying. Membership is complimentary.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about The Westin Melbourne

Property: The Westin Melbourne
Address: 205 Collins St | Melbourne, Melbourne, Victoria 3000, Australia
Phone Number:
Region: Australia > Victoria > Melbourne > Central Business District
Amenities:
Fitness Centre with Gym / Workout Room Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#6 Spa Hotel in Melbourne
#10 Romantic Hotel in Melbourne
#11 Business Hotel in Melbourne
#17 Luxury Hotel in Melbourne
#17 Family Hotel in Melbourne
Price Range (Based on Average Rates): ££
Hotel Class:5 star — The Westin Melbourne 5*
Number of rooms: 262
Official Description (provided by the hotel):
Modern, chic and elegantly understated, The Westin Melbourne's dramatic staircase and light-filled lobby sets the tone for one of Australia's leading hotels. Boasting 262 luxurious guest rooms, the award winning property is surrounded by theatres, galleries, designer boutiques and the city's finest attractions. SPG Members receive complimentary in room internet when booking direct. ... more   less 
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Also Known As:
The Westin Melbourne Hotel Melbourne
Westin Melbourne
Melbourne Westin

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