Crown Towers Melbourne

I booked 2 suites which included Crystal Club. The service in the club was quite poor with long wait times, which were not justified as there were few guests present. We returned to our room to find that the usual turn down service had not been completed. Upon calling customer service, I was advised that turn down service was stopped last year however it was done in February during our last stay. A money saving exercise no doubt. I am very disappointed, to say the least and mostly because we brought friends with us who I had spruked the hotel to. We stay here at least twice a year and always take a suite with Crystal Club. I doubt that we will ever stay here again.

I recently stayed at Crown Melbourne and was really disappointed with how they handled the holding deposit. I paid $200 with my card, but when I checked out, I realised they had debited the amount twice—charging me $400. I told them I needed the money back urgently, as I had to move to another hotel and couldn’t afford another night there. They said the refund would take five days, but it’s now day six and I still haven’t received it. I contacted my bank, and the funds haven’t been released. This actually happened to me the last time I stayed here too, and after speaking to others, it seems I’m not the only one. It makes you wonder if this is a regular practice just to hold onto people’s money. Crown is a great hotel in many ways, but this experience has been really frustrating. My advice: don’t use a card for the bond—pay cash if you can, even if they insist on card. It’s just not worth the stress.

Special thank you to George T and Peter at the concierge desk at Crown towers Melbourne for going above and beyond with their assistance and professionalism during our recent stay. What an amazing team . Look forward to our next stay! Thanks once again!

When I arrived with my wife and two children, I was asked to provide a photo ID. Unfortunately, I had left my driver's license in my car, which was parked 10 minutes away in the multilevel car park. I requested if my wife could use her driver’s license instead, as we share the same surname and address, and I was able to show a copy of the booking confirmation email. However, I was firmly told that this wasn’t possible, despite the clear connection. The only solution offered was for me to walk back to the car park—a 20-minute round trip—while leaving my wife and children behind, one of whom has special needs. The staff member insisted this was the only option, citing "company policy" as the reasoning. I even suggested transferring the booking into my wife’s name, but this was refused. When I asked to speak to a supervisor, the staff member returned and said they would make an exception "this time," as if they were doing me a huge favor. I understand the need for policies, but in this situation, where the booking was under my name and my wife is the person I am traveling with, there should have been more flexibility. My children were standing right there, and the way we were treated felt uncalled for. The staff member seemed quite young and perhaps lacked the experience or discretion to handle the situation in a more reasonable manner. If these are your policies, they should be applied with more understanding and flexibility, especially in cases like this. We checked out at 7:30am the following day - it really ruined the experience. I

Our stay at Crown Towers started off well, but that quickly changed when we checked into our room. As soon as we entered the bathroom, we were greeted by a large ball of hair in the shower—an unexpected sight for a supposedly 5-star hotel. It was clear that housekeeping had rushed through the job, doing little more than making the beds and restocking essentials without proper cleaning. When we raised the issue, we were offered a room change or a housekeeping visit. We chose the latter, but after 30 minutes of waiting, no one showed up, and we had to leave. It felt like these oversights were just “business as usual.” Fortunately, the bathroom was cleaned by the time we returned. The service issues didn’t stop there. Our luggage, which we had dropped off at the bell desk six hours earlier, was still not in our room upon arrival as promised. While not a big deal, it added to the growing impression that guest experience was not a priority. The room’s tablet system also had errors—our welcome message was addressed to a different guest, and some service options, including spa bookings, resulted in error messages. Despite the hotel’s great location, good amenities, and comfortable rooms, the attention to detail and service quality fell far short of expectations. I’ve had cleaner rooms and better hospitality at 3-star hotels. Crown Towers may look the part of a luxury hotel, but the experience left much to be desired.