Sofitel Melbourne On Collins

As a Gold Accor Explorer member it is disappointing to not be able to give Sofitel Melbourne a good review. Firstly dont tell people your room will be ready in an hour and then over 2.5hrs later still not ready. If I was told 3hrs no problem I would have returned instead of waiting. Staff are really hit and miss. Most Reception Staff need training in customer service to not border on rude and offer riendly service rather than making guests feel like an inconvenience. The exception was the lovely young blonde man who eventually gave me my room card. The food for both Room Service and Atrium is very average. Pizza was disgusting and hardly eaten but both the Atrium and Reception Staff had no interest. I actually vomited that night after eating it. Not a full toilet roll on holder and no spare. Shower either scolds you or is so cold. You get a work out pumping soap or shampoo dispenser. On the surface Sofitel Melbourne looks nice but needs many improvements. This review is based on 2 stays in a very short time. Very disappointing.

I was disappointed with this Sofitel for a number of reasons. No greeting on arrival for the concierge to take cases. Having to follow up for cases to be taken to the room. Follow up as cases did not quickly arrive in the room. The room itself was above average, but if this had been a standard 4 star hotel, which it’s not billed to be. At breakfast there was no one to take my mother and I to a table and 3 times in a row they could not bring the coffee my mother had kindly requested. Having been sick for 3 days after breakfast on the Sunday (another guest had also been sick too after the breakfast that day), I was told Health & Safety would be in touch. It is now over a week since I checked out and nobody has been in touch as I was advised they would be by a Manager who came over when I was relaying my sickness to reception. I will never return to this hotel and would also advise anyone else not to bother and to stay in the Ritz as I did on my last night in Melbourne. If comparing this Sofitel and the level of service to the last Sofitel I stayed in (Amsterdam) then this really was suboptimal.

Unfortunately very bad. I stayed in Room 4323 and I must say it was a horrible experience. Besides feeling very old they have this light sensor that is meant to turn the lights on and then off as it detects movement. Good idea except I had to wait like 5 or more minutes before the lights would come on. Then the bathroom reminded me of my parents bathroom in the 80’s. The shower was incredibly sensitive. Start the hot water tap and it’s scolding and when you slightly turn on the cold water tap it becomes freezing. It genuinely was a bit of a nightmare. It’s a real shame as the staff were very good, and professional. It’s a shame I wasted my points.

Stayed for a professional obligation in a junior suite. Amazing contact pre-arrival and seamless check in. My only quibble would be that the “guest services supervisor” had incorrectly assumed my gender based on my profession, which is an unfortunate mistake to be making in 2026. Despite receiving contact that my room was available, when I arrived that wasn’t the case, so I visited the club lounge to wait, which has to be one of the highlights of this property. The view is amazing, and the ambience in the lounge is perfect. Staff are incredibly attentive, and seat guests according to their preferences (which they remember!). Food options were lovely during Le Goûter - mini Brie baguettes and dim sum, noodles, charcuterie and mini quiche options. Evening canapés were equally lovely, with roving scallops and prawns, as well as an extensive drinks menu. The suspended fireplace is a beautiful focal piece in the room. Room service was speedy and delicious. Housekeeping were very responsive about any requests, which was much appreciated. Turn down service was lovely, although the pillow spray was an acquired aroma! Overall highly recommended if you are looking for a luxurious and high service location.

We made the right call picking Sofitel Melbourne on Collins for our first stay in the city. Its location on Collins Street was ideally placed to explore Melbourne's sights, cafés, theatres, shopping and tram network. Before we even arrived, the hotel had already made a good impression through quick and proactive communication. After a long international flight our check in took significantly longer than expected and what I found most noticeable was how the hotel handled it. One of the leaders on their management team personally called our room to not only apologize but also listen to us and make sure that we were able to share what was at stake for us. I didn't remember the manager's name, but we had an honest discussion and her sincere follow-up gesture spoke volumes about the hotel's desire to keep folks happy. The residents became the best part of our visit. Special shoutout to Lily at the Front Desk for her patience, professionalism and warmth. She addressed all our queries and made us feel at home during our stay. We also enjoyed the Club Sofitel Lounge. Timed lounge sessions were required on weekends due to high demand, but Mr. Nishal and Reuben went out of their way as always to care for guests. Their enthusiasm, kindness and professionalism genuinely made all the difference and underscored Sofitel's standard of hospitality. The room was large, gleaming clean and had lovely views facing the city. The shower bathroom could use an update post future, however the overall room comfort and cleanliness plus superb breakfast made up for it & enjoyable stay. There are no perfect hotels, but the best hotels show their true nature when things go wrong. However, due to the professionalism of the management team and exceptional service provided by Lily, Mr. Nishal and Reuben, a minor setback turned into an unforgettable stay! We would happily go back and highly recommend anyone looking for real hospitality in Melbourne head to Sofitel Melbourne on Collins.