Grand Hyatt Melbourne

The two very good things about this hotel are its location (great for the tennis) and its buffet breakfast. But the rooms are very tired, or at least ours was. The dual shower controls were a mess and one couldn't get appropriate water temperature. It was either freezing or scalding but never warm. if you turned both on the hot quickly overrode the cold. Crazy to put separate controls and not a single mixing valve in a hotel shower like this. This isn't the 1950s. Also the glass shower door was so low to the ground that you couldn't place the mat in front of it. If you did, the door would just push the mat away when you opened it. The toilet was not easy to flush at all. You really had to work at it and it constantly felt like it was going to break. Fortunately it didn't, but it had in the first room they assigned to us. There was something wrong with the electric in our room. We would enter, turn the lights on and it would sometimes take a minute for them to come on. We'd be left in the dark. Also, the privacy light turned off many times on its own. The handle pull to the hidden credenza refrigerator fell off multiple times. The screws that held it in place were just too short to hold it. There was just one usable drawer in this giant credenza. The first was filled with coffee and wine for you to buy, the second was filled with snacks for you to buy, and the third was filled with a safe. It was only the fourth very bottom drawer that was usable for clothes. We just opened our suitcases and left them on the couch, which meant no real seating area. Just a crazy design. And the whole room was just tired with worn furniture. Finally there was only one wastebasket for both the bedroom and the bathroom. You need one in each. We were there during the tennis so the location was great but we paid around $1,400 Australian for a room in the US that would been about $300 or less for this quality.

Sharing my recent disheartening experience with Grand Hyatt Melbourne, in particular, how their Duty Manager handles feedback. My husband booked a one night stay at Grand Hyatt Melbourne as a surprise for my 40th birthday. It was meant to be a solo overnight getaway for me - a rare break from young children - which any parent would understand is incredibly precious, especially combined with such an important milestone birthday. A request had been made in advance that I not be approached for payment at check-in, as this stay was intended to be a gift. Despite this, I was asked to pay on arrival because the arrangement could not be found in the system. The damage to the surprise and sentiment of the occasion was already done at that point. After some follow up, the team later called to apologise and sent a bottle of wine to the room. I genuinely appreciated that, which I noted that in my follow up feedback email. The Email - which I sent after my stay, was simply to provide constructive feedback so processes around special requests could be improved - but that's when my experience went downhill badly. Despite I was apologised to onsite by the team and their mistake was admitted (again, I appreciated), the duty manager replied to my feedback and framed the situation was as though I had not understood the hotel’s payment process, when that process had never been explained during the booking arrangement. While I spent my time and energy to explain what REALLY took place, I was also told there because it was done via online chat, they are unable to retrive record. But the absence of a record does not mean the conversation did not occur, especially when the booking name was updated immediately afterwards. I was also taken aback by the offer of a $50 refund, which I had not asked for, given the room rate was close to $900. It felt dismissive and out of proportion to the nature of the issue. Mistakes can happen in any hotel - it is how they are handled that reflects the standard of a five-star property. Unfortunately, the way this feedback was managed left me feeling blamed rather than heard. Note: After I was offered $50 refund, which imo is pathetic and intended to make me shut up. I replied and said I would accept a night of complimentary stay. Maybe that's why the duty manager was desperate to argue that they did nothing wrong to avoid such reimbursement? TBH I never wanted compensation. Given what happened to date, I am sure I would be very hesitant to go there again.

We have come to this location a few times over the years. Rooms are great. Housekeeping does a wonderful job and rooms are very clean. Views are outstanding over the city and river. Great location for downtown activities. Highly recommend when visiting Melbourne NZ

Fabulous hotel in the heart of Melbourne. Stand outs for me were the grand suite, the excellent food, and the club lounge. A very special stay!

Terrible - left within half a hour of checking in - room was shabby with worn carpets and dirty windows. A very tired hotel staff weren’t bothered - manager didn’t apologise and we were charged a nights stay . We were there for the tennis open - not a good first impression of Melbourne . Moved to another hotel .