Sofitel Melbourne On Collins

On arrival we were directed up the escalator with all our luggage, other members of our group asked if a lift was available but was told to use the escalator, my mother's suitcase toppled over and dragged her backwards on the escalator causing her to fall luckily members of our group were behind her and stopped her from hurting herself, the staff were unable to locate the emergency stop button for some time and during that time my mother struggled to stand back up. Staff members did not seem to care that a guest suffered a fall and was not offered any treatment at all. Whilst we were composing ourselves in the lobby it quickly became apparent that there was a lift as other members of our group were using it due to the escalator eventually being stopped. Terrible customer service.

Luxury all the way! The room was amazing with views overlooking looking the entire city. One of the most comfortable beds I’ve slept in at a hotel! Highly recommend the breakfast buffet with stunning views. Staff were friendly, and Eimeren was especially amazing helping us on arrival. Her service made our stay. Absolutely cannot beat the location. Walking distance to so many places with great shops and restaurants around the corner. I will definitely stay at Sofitel locations going forward.

Shower over.bath was really bad, didn’t work at all Couldn’t turn desk lamp on or off, there is an iPad and controls screen that doesn’t work, AC controls don’t work Staff and checking people were really amazing There are much better places to stay close by in Melbourne Rooms need updating , especially the bathroom

Friendly efficient staff. Lovely atmosphere. Beautiful views from our room. Efficient check in and out. The bed in our room was dated, saggy and very uncomfortable.

The service was functional at best. There were several inconsistencies and lapses, albeit staff members trying their utmost to mitigate. At it's core, effective communication appears lacking in numerous aspects. In particular, Club Sofitel was overcrowded and staff appeared overwhelmed. There was little personalisation and aspects, such as offering canapes over a semi-buffet, were simply not productive or time-effective. Canapes were also served with items that I am allergic to. Only Mia Gita, Derek Chen, Luella Wang, Nicky, Indy and Erin came across friendly and approachable. The others were always seemingly busy and somewhat superficial. Special mention has to be made of Mr. Derek Chen. He was the one who made me decide against checking out instantaneously. His demeanor and hospitality standards are world-class. Concierge was virtually non-existent; as I emerged from my Uber, my luggage was hastily taken from the trunk and I was simply told to take the elevator direct to the Club. As I did not know where the elevator was, I ended up navigating the escalator with my hand-carry to reception and then to the main lift lobby. All this while, concierge staff remained oblivious and non-attentive. The worst occurred during my departure. Understandably, it was 2.30am in the morning but there was just no one around to assist me with my bags. It didn't help that staff in uniform were seen walking past but seemingly on break. I switched rooms a grand total of 4 times, in part due to inefficiency of guest services/reservations, who had sent a pre-arrival email but paid little heed to the specifications and preferences. There appeared to be constant engineering works going on throughout the stay and I had an engineer who walked into my room without consent whilst I was taking a shower; due to lack of communication with housekeeping. What irks me the most would be the structure and layout of the building where noise readily travels up to the rooms. The rooms, even the suites, do not bear the same level of interior luxury as the lobby. The electric points are outdated and not all rooms come with USB ports. The worst would be the shower over tub, which is surprising as suites usually come with separate bath and showers. In gist, I was utterly disappointed with the stay. The saving grace was Atrium 35, but only staff like Jesse, Yuri, Erika and Tara were professional and hospitable. The rest appeared arrogant and unable to manage noise and crowds. Having stayed at the Pullman and Mgallery and even the Ibis previously, I was looking forward to a magnifique experience at the Sofitel. Instead, this extended stay has firmed my decision to give due credence to my Marriot Bonvoy membership instead. I had the opportunity of patronizing the Westin a few blocks away and the Ritz Carlton. Though I was not an in-house guest, their respective reception at concierge and the lobby lounge was far more superior to that of Sofitel Melbourne on Collins. They will be my options when I next pass through Melbourne. Dr. Sam Jay Yeo Singapore Accor Live Limitless (Diamond)