The Langham, Melbourne

Good clean hotel, great value buffet breakfast, will stay there again on my next trip to melbourne, next year sometime.

Let’s just say the service at the Langham is certainly not 5 ⭐️. Before we arrived . I Contacted the Front Office Manager by email with a request. This request was for all mugs to be removed & replaced with traditional tea cups & saucers. And the UHT milk to be removed from the fridge and replaced with fresh full cream milk. Not difficult you’d think. I received an email back confirming that this request will happen. Two days before we checked in 27th November 2025., I received a phone call from the Club Lounge as we had a suite $1300.00pn, enquiring when we would be arriving etc. I again said about the mugs & milk to be removed from the room & I was advised again that they are aware of this request & it will be done by the “ housekeeping staff “ I had also requested to have a room on the 24th floor. This also didn’t happen . We were in the 20th floor 2032. Why couldn’t they have blocked the room the day before if this was possible. The room was very clean . But NO Views of the river or the city if you are sitting in the lounge room. Only office buildings and apartments. This would be acceptable if you paid a minimum price. But for $1300 pn . This is totally unacceptable. The only view of the river & city were from the bedroom. I checked to see if the items had been removed & you’ve guessed it. They were not. After having confirmation and verbal confirmation that this would be done . I went to reception to complain and spoke with the Duty Manager on duty. Who happened to be the person to send the confirmation email. Apologies were offered and assured that this would be rectified. On arriving at the hotel we were met with a rather aggressive concierge man. He asked our name & then said “ go up the escalators and check in” we explained ( tried to ) tell him we check in at the club. He got rather annoyed at us & said “ no check in at the club “ go up the escalators to reception & checkin there. “ Again we have stayed here on & off for ten years and always at “ Club Level. Again I brought this to the Duty Managers attention “ Again apologies were offered & incentives which we declined as it wasn’t about incentives it’s getting what you paid for & service. I ended up getting a cup & saucer & fresh cream milk from the “ Club Lounge” and taking it back to our suite. I received an email from Director of Front Office , offering his apologies for this debacle. The sweetener that they offered was an insult to myself. The offer was “ Complimentary Afternoon Tea experience in the Aria Bar & Lounge.”. When you have a Club Room Afternoon Tea is included with the room rate . I am now 💯 % sure that the Langham & myself have now parted ways. As this is not my first time having issues at this hotel. When next in Melbourne I shall be staying at the Ritz Carlton. This was supposed to be a relaxing beginning to our 4wk cruise onboard the Silversea Moon. My recommendation for this hotel is “ Avoid “

The Langham more than lived up to our expectations. The room was very comfortable and clean & staff were all very welcoming. Check in was slow however - the only blip.

The reception of Melbar can't help so don't ask him anything; I wanted to refund my gift voucher as the website where I purchased it said I had to tell the venue to get but he said he didn't have the authority. I had to go to the gift shop--the manager there was in charge of this.

I have not received better customer experience anywhere in the world at any time. The excellence, mindset and energy in the personnel at The Langham is outstanding. I appreciate it takes high levels of effort and energy to work to these quality standards. Thank you and highly recommended.