Pan Pacific Perth

This hotel was probably the best value for money we stayed in overall. Upgrading to Club Level was well worth it. Lovely food and free drinks all evening - even though limited - but offered good quality wines, beer and soft drinks. We would have loved to have stayed longer!! Hotel room was excellent, spacious and very comfortable. We would highly recommend this hotel to anyone visiting the area and would stay here again.

I am currently staying at your hotel for seven nights in Room 1020, and unfortunately, I would like to share some feedback regarding the housekeeping experience during my stay. I noticed that the toilet vanity amenities were not replenished daily and were only provided upon request by calling the front desk or leaving a note. Similarly, tea bags also needed to be requested. In addition, my glass and mug were not washed during housekeeping service. This is not my first time staying with the Pan Pacific group, but I must honestly say this has been the least satisfactory experience I have had so far in terms of housekeeping standards. That said, I would still like to compliment your front desk and concierge teams for being very helpful and pleasant throughout my stay. The location is great with CAT SERVICES snd bus services to many places. There’s a car rental company and lava laundry within walking distance. I hope this feedback will help improve the guest experience moving forward.

We have just had the misfortune of staying at the Pan Pacific Perth on a combined business and pleasure trip. Having stayed at other Pan Pacific Group hotels previously in Singapore and Melbourne on multiple occasions, we thought that we had a good understanding of the quality to be expected. The Perth location is not consistent with the group’s global brand. I’m not sure where the 4th and 5th stars have disappeared from this supposedly “superior” hotel. In terms of service, housekeeping and amenity, the Pan Pacific Perth resembles a 3 star hotel dressed up in it’s older, more sophisticated, sister’s clothes. Unfortunately, the clothes don’t fit. Of course, this vastly inferior place still comes with a “superior” price. It would be unjustified to write that everything at the hotel is below the expected standard - but most things are.The concierge staff upon arrival and departure were exceptional at their jobs and during every encounter over our week long visit. Really, they present the only semblance of five star service at the Pan Pacific. However, check-in was a complete contrast to our arrival. With three separate check-in counters operated by three separate staff, it still took an inordinate amount of time to check-in. The line to check-in spilled out the doors into the entry driveway. There did not appear to be any type of black swan computer glitch which the staff can’t help - the check-in process is simply just inefficient and slow. This was confirmed again during the tiresome protracted check-out. Again, there was a long line to check-out with only two counters open. Even though we only needed a receipt printed, it also took an eternity. Of course, the request to have a receipt printed for business purposes could not be provided - “we don’t do that”. We booked a Club Room Suite which is advertised as having “river views”. Our suite had a view of the Novotel across the road through the dirty windows which are desperately in need of a wash. This is not to say that the Swan River can’t be seen from the room - it can. It just takes either pigeon-like 180 degree vision or a cheek firmly pressed against the window. The suite appears to have been recently renovated but it retains a decided 3 star feel. The shower rail holder was broken and sits at the bottom of the rail - great for the washing of feet but not much else. The TV is best described as dodgy. It intermittently does not work and when it does, the reception is poor and lags or drops out. The bed appears to be specifically designed for discomfort and a poor night’s sleep. Sore shoulders in the morning are a given after a night on this mortuary slab. The room was cleaned to a reasonably high standard but the housekeeping staff failed to replenish any of the items expected in a hotel claiming this level of quality (and price) on a daily basis. We resorted to leaving notes as a hint, which had some positive effect, but still did not result in the proper daily replenishment of the room. What, are we on rations? Unless we specifically listed the standard items to be replenished, they did not arrive. Clearly we were remiss in one day not requesting that the toilet paper be replenished. Rations? For a hotel which serves many guests who are visiting on business, there is no pen and writing pad in the room (rations again?!) and the place lacks a proper business centre. There is a conference centre for paying guests but no business centre which is standard for a facility purporting to be a hotel claiming 5 stars. The reception staff were obliging and helpful when we requested for a few copies to be made but really, why should we need to ask? Breakfast at Monty’s is a totally contradictory affair. The food is exceptional and worthy of the Pan Pacific Group. However, the staff who operate the coffee station are rude, indolent, inefficient and simply bad at their jobs. Their painfully slow, confused and adversarial work performance detracts from the entire experience. The frustration across the breakfast room is palpable, as busy people who have places to be, wait for glacially slow coffee to arrive that is often incorrect and delivered with a scowl. This oppositional and inefficient attitude greeted us every morning. What a welcoming start to the day at this “superior” establishment! We waited so long for a coffee order to arrive one morning that we had to leave for a meeting. When ordering I was informed (rudely and with the attitude of a sullen teenager) that there was “a 15-20 minute wait on the coffee”. After the order arrived incorrectly after 25 minutes we simply had to leave. Clearly a simple long black is a stretch too much for a barista at Monty’s! When I made the obviously outrageous request that the correct coffee be poured into a take away cup to go, I was told that this was not possible by an incredibly rude young woman with a name starting with M. The Pan Pacific customer service training must have passed this staff member by! If anything the Hill St Bar, which is part of the hotel, makes the experience at Monty’s look “superior”! At least the food at breakfast is good! At the bar, both the food and service combine to create a truly execrable experience. I’ve reviewed this dreadful place separately in case unsuspecting members of the public wander in to be greeted with even worse service and food that is both glacially cold and arrives at a glacial pace. There is such a concentration of quality accomodation and dining options a stone’s throw from the Pan Pacific Perth. Go elsewhere and avoid our mistake by staying here.

I am lucky enough to stay here regularly for work. The staff are very friendly and helpful, from the concierge to housekeeping. There are plenty of lifts and they are quick. The carpet in the halls are a little difficult with luggage, but helps keep sound down. Rooms are quite large and some have views of the Swan River. The gym is adequate, but the pool is a little disappointing (which you need to access through the gym). There is a convenience store across the road and easy bus access from the front. Good wifi and the breakfast is excellent.

I recently stayed here for a business trip and had a fantastic experience from start to finish. The staff were incredibly helpful and attentive, always going above and beyond to make the stay comfortable. The location is perfect, conveniently situated and ideal for both work and getting around easily. The room size was excellent for a business stay, with plenty of space to work and relax. A special mention to Rohan, the Guest Experience Manager, who was outstanding. He quickly stepped in to ensure the sauna was working properly, which was greatly appreciated and really enhanced the overall experience. I would definitely stay here again when returning to Perth and highly recommend it to others.