W Melbourne

As a Marriott Bonvy regular guest, W Melbourne was extremely disappointing. I have stayed in W all over Asia and luxury service was a norm and always consistently till Melbourne. Complete let down. 1. No 24/7 IRD 2. No 24/7 housekeeping or engineering even. 3. Rooms and hotel in general was rather disappointing, small and cram. 4. Long queue and not enough staff at front desk and Lollo restaurant 5. No turndown service or extra amenities 6. No hosts around to assist with request, concierge also not at the desk. Front desk brought me to concierge desk and was not sure where concierge was. Lack of communication. 7. Staff service severely lacking. Not luxury at all. Only one of your Duty Manager seems to understand the concept of luxury service. She was very hospitable and helpful. She actually took over the role of concierge to assist me with my request and provided recommendations . Was not surprised to find out that she worked for another Marriott in Singapore, truly well trained and anticipated my needs. 8. Room key not working twice during my stay! No attempt to assist me to the room or check the door. 9. Aircon in the room doesn’t seem to work, when I called twice in the middle of the night I was told that I had to wait for temperature to lower and no engineer was available until 8am the next day. No other alternatives. Need massive improvement, not sure if hotel deserves the Marriott brand or even the W name. W Hong Kong, W Bali and W Singapore service was impeccable. W Melbourne is no where close.

A paper bag containing items I had purchased was removed from my room during my stay. I reported this immediately, panicked and visibly anxious, expecting urgent support from staff. I got the opposite. No one came to speak to me for a long time. I waited in distress with no update, no reassurance, and no basic decency. Later, I was told no one had come sooner because I had supposedly said I’d gone out. I had not. I was in my room the entire time, waiting. That was the first of many ways I was gaslit and dismissed. From the start, I was treated with suspicion and condescension. The hotel claimed they reviewed CCTV and concluded that “no bags or bin liners were taken by staff” as though that ends the matter. It does not. I know exactly what was missing. I reported it immediately and clearly. Instead of taking this seriously, I was effectively told it didn’t happen. I was offered a waived $51 AUD drinks bill and 5,000 Bonvoy points, which is meaningless in the context of what happened. This is not about a paper bag. It is about being treated with total disregard, accused of dishonesty, and dismissed when clearly distressed. I was refused a refund of what was missing (approx $78 AUD) as I couldn’t produce a receipt! There was no transparency. I was not shown access logs to my room. I was not told what CCTV footage was reviewed or what areas were covered. I was given no real answers and no accountability. Just cold, templated responses designed to deflect and deny. This was not a service hiccup. It was a serious failure of integrity and guest care. I still cannot believe how badly I was treated. If you expect to be treated with respect, believed when raising a genuine concern, or supported when something goes wrong, I strongly recommend you stay somewhere else.

Beautiful clean and contemporary hotel. Loved it! Friendly staff and excellent location and facilities.

This is my second time staying at the W in Melbourne. Both times the attention to detail and care were over the top. From an upgrade to a great suite to welcome gift of wine and cheese/crackers/fruit, to a personal walk through of the room, to some kind of drink in the lobby each night, and the breakfast is one of the best. So many things to compliment this W for.

I took my children here for a holiday as a present for my son’s birthday. The staff went well above our expectations with their service. Decorating the room and providing cake and drinks. Made him feel very special. Thank you.