Pan Pacific Perth

The hotel and finishings are nice - floral displays, stone bathroom countertops which were all modern and gave a luxury feel. You received reusable recyclable water bottles for your stay which I liked and there was a refill station in the lobby. However that's where the luxury ended. Everywhere in the hotel is dirty. Some examples include dust along the top of the bed head, brown splatter marks on the toilet door, and a bin that looks like it had vomit or milk in it before us. The beds were comfy but the pillows were both a hard memory foam. We went to check out the pool which was tiny, had a landlord special paint job that was chipping away and situated in a shaded wind tunnel. It was also grimy and has a gross scum bubbling away. It was pretty gross so we quickly left. We decided to get a drink at the hotel bar and the staff were nice but we noticed when they brought us our drinks that the bartender had the dirtiest fingernails I've ever seen. The buffet was cold even though it was in a Bain Marie and the barista was wearing a mask but coughing and clearly unwell. It's a shame because the hotel itself is quite nice if it was maintained properly. I wouldn't stay here again because of things being dirty and the pool being unusable.

I had a very disappointing stay at Pan Pacific Perth, particularly given its five-star rating. On arrival, the doorman watched us carry both of our suitcases from the taxi without offering any assistance. That was my first impression of the service level. The room was small, with a small bed, a noticeable refurbishment/chemical smell, and poor soundproofing. I could clearly hear the guest next door making phone calls, which affected both sleep and comfort. More concerning was the lack of service and accountability. A personal item was washed and hung on the bathroom door to dry but left behind at checkout. Despite returning to the hotel twice and following all instructions, I was refused the opportunity to re-check the room, and no internal investigation or follow-up was conducted. The duty manager ignored both my initial and follow-up emails for over two months. Only after contacting the group headquarters did the general manager respond, claiming nothing had been left behind, which I can confirm was not the case. This handling demonstrated a level of care and professionalism far below what is expected of a hotel at this standard. During the same trip around Australia, I stayed at Hilton, Park Hyatt, Duxton, and Marriott - Pan Pacific Perth was the only property where both service and issue resolution were so inadequate. Based on my experience, this hotel does not merit its current rating. I will be sharing this matter with WA Consumer Protection and other relevant authorities to review their complaint-handling procedures.

The last time I stayed at the PPP was in April 2023. After that experience I vowed to never return. However, I stayed there during January and was very impressed with the renovations of the Club Suite, the Club Lounge and the lobby. Things have certainly changed (for the better). Prior to the stay I had emailed the hotel and as a result made known of my needs and requests and previous bad experience at the hotel. Subsequently all the requests were met. I would like to thank Marlene, Nathan, Madhu and Rohan for making the stay wonderful. Pacific Club Riverview Suite: room was great and better colourings than in 2023, comfortable bed, foam pillows available and effective air conditioning. Pacific Club Lounge: great decor again and good food for breakfast and drinks and canapes in the evening. Fitness Centre: very well equipped and with appropriate cardio, machines and free weights. I would recommend to anyone if you plan to stay at the hotel, make your requests known to management so they can meet all your needs. As this is always a common practice when I stay at hotels around Australia. The renovations, and the service has renewed my faith and trust in the Pan Pacific Hotel in Perth. As previously as a Sheraton it was always of an excellent standard and it is good that the Pan Pacific can now follow in the same steps.

Hotel doesn’t respond to emails Facebook messages or Instagram messages. I stayed at the hotel on the 2nd December until the 4th Dec 2025 and the hotel are still holding the security deposit of £150. On checkout it was confirmed that we didn’t owe any money and the security deposit would be cancelled straight away. It’s now over a month later and they’re still holding my money. I’ve sent 3 emails a Facebook message and Instagram message and just get ignored. Not very professional at all.

This was our 5th stay here as we love the location the staff are friendly and rooms are large with lovely walk in showers. Our 1st trip this year was in a "standard" room on 20th floor. Large windows, partial river view and comfy bed. We decided to upgrade for our 2nd trip to Executive floor - these rooms are on 5 to 8. The Lounge is lovely and the evening "canapes" and free alcohol are plentiful for the 2 hours. I was disappointed with the room though - not been refurbished like the 20th floor ones and no sofa. Slippers were basic white ones - we had branded fluffy ones on 20th floor. Much more storage space though but the view was of trees and buildings and the trees masked the natural light. (We were not given the option when we booked of a room with a river view). I now find that you can book a standard room and pay for Lounge access. So whose getting the better deal? I'll certainly check more thoroughly next time we book as I do love this hotel.