W Melbourne

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.

The layout of the room is unusual but comfortable. We love the location of the hotel as it is in close proximity to many attractions of the city. The staff are helpful though they seem aloof at times. Overall, it was an enjoyable stay.

Had a fantastic and enjoyable short term stay here while down in Melbourne for the Australian Open. The location is perfect, right in the heart of the city with everything close by which made getting around super convenient. The hotel has a modern feel throughout, and the room was clean, comfortable, and well set up with great amenities. It was the perfect place to relax after a big day at the tennis. Breakfast was a highlight with a great variety to choose from, really set up the day well. Staff were very friendly and the whole experience felt smooth and easy. Will definitely be back!