W Melbourne

We were fortunate to be upgraded on account of status from a base level room here to one of the penthouse suites, and these were massive. But one thing all rooms include is a supremely comfortable bed, soundproofing and electrically controlled blinds and well located light switches. The facilities are worth a shout, with the pool area looking even better in person than in the photos, open 24 hours, with colour changing lights within the pool. It was very large and great for laps, heated and felt like a good example of the modern day W brand with its trendiness. This pool was probably one of the nicest city hotel pools I have seen. There is also a steam room and a well equipped gym on the same floor. Staff were very friendly, offering great service and following up with recommendations for restaurants when we asked. We also tried one of the casual restaurants and room service, both of which were good.

From checkin to rooms the W is A1. Location and rooms fantastic and staff a pleasure

Birthday weekend away with a little MCG on Saturday night! Friday checked in around 12noon which was great. On level 3, street view king bed, all clean and comfortable. Saturday from 12noon to nearly 3 pm there were renovation works with constant grinding in the room/floor above. We didn’t get any rest and really noise on a weekend? Called front desk and manager lodging a complain and then received a $150 Lollo voucher for Sunday night. It made amends however we would have like to be informed of repairs prior so we could make alternative plans. The gym was fantastic with plenty of equipment. Stay again, yes, centrally located, great service by the concierge.

This stay was booked as a special anniversary stay, and as a long standing Marriott Bonvoy Titanium Elite member, I had expected a level of service consistent with the W brand and Marriott’s luxury standards. Unfortunately, the experience fell far below expectations from the moment we arrived. Upon check in, the room condition and overall presentation were extremely poor for a luxury hotel. The coffee machine was dirty, empty glasses were left outside the room for an extended period, the in-room phone was dysfunctional, and there was a noticeable lack of attention to detail overall. What was most disappointing, however, was not simply the issues themselves, but the complete lack of proactive follow up for many hours despite these concerns being raised. The recovery effort throughout the evening was slow, reactive, and required repeated follow up from my side. I was initially offered only 3,000 Bonvoy points despite the number of service failures involved. Even after escalation, the handling continued to feel far below the standards I would normally associate with Marriott or W Hotels. Most frustrating of all, management later advised that the matter would be escalated further and that I would receive follow up communication the next morning. No one ever contacted me until I followed up myself. Eventually, a staff member named “Frisbee” contacted me after I had already checked out. When I politely asked why it had taken so long for anyone to contact me, I was told: “It was a lapse. L.A.P.S.E. Don’t understand?” I found the tone and manner in which this was said to be extremely rude and unprofessional, particularly given the circumstances. I was then again promised further follow up via email after escalation to management, however no further communication was ever received. At the end of the day, luxury hospitality is not simply about the room itself. It is about how guests are cared for when things go wrong. Unfortunately, this stay left me feeling that loyal Marriott Elite members and special occasion stays are not being handled with the level of professionalism, urgency, or care that one would reasonably expect from a property carrying the W brand. What should have been a memorable anniversary experience unfortunately became one of the most disappointing luxury hotel stays we have experienced.

Newish hotel, great decor with on site restaurants and bar. It’s close enough to the shopping district but far enough away to miss out on the noise and hustle. Decent gym and indoor swimming pool on the top floor. Cleanliness was hit and miss, with hair on the bathroom bench when we arrived and our room service tray left outside our door, uncollected for over 24 hrs. Staff were friendly and accomodating.