Melbourne Marriott Hotel Reviews

Regarding my stay from August 13-16: “A sofa bed is a bed, equivalent to a twin room” – this was the explanation I received from the Marriott front desk after I booked twin rooms more than three months in advance, only to be given three corner rooms with sofa beds! To the Marriott Hotel Management and Corporate Complaints Department: I am formally filing a complaint. During my recent stay, Hotel Manager Elaine Fong and Front Desk employee Francis exhibited clear ****** remarks and behavior towards Asian guests, coupled with arrogant, condescending, and extremely poor service attitudes. Their communication throughout was cold, perfunctory, biased, and disrespectful, their tone and demeanor filled with resistance and contempt. This made our group of six tourists feel strongly discriminated against, causing significant mental and physical discomfort, and severely violating Marriott Group's core service principles of equal and respectful guest treatment. Our group consisted of six guests, several of whom had health issues: some had fever and cough, and one guest suffered from a herniated disc, making walking difficult. We therefore had specific practical needs for our accommodation, and suitable rooms were especially crucial for our group. Furthermore, the hotel committed a serious breach of order and deliberately misled guests. My valid booking, fully paid in advance and confirmed by the platform, was for three standard twin rooms, specifically for our group of six. However, upon check-in, the hotel unilaterally changed all reserved room types without prior notice, ultimately providing only three king-sized rooms with sofa beds. We immediately raised an objection, pointing out that a sofa bed is not a standard single bed and does not meet the booking criteria for a twin room, rendering it unsuitable for multiple guests, especially for a guest with a herniated disc who needs proper rest. Yet, the staff not only refused to rectify the situation or change rooms but also deliberately argued and misled us, adamantly claiming that “a sofa bed is a bed, equivalent to a twin room.” They used this false statement to cover up the contractual breach of providing incorrect room types and refused to honor the booking contract, citing no available rooms, thereby disregarding our legitimate rights. Throughout the communication process, Manager Elaine Fong was overbearing and arrogant, completely lacking service awareness, while Front Desk employee Francis was passively uncooperative, responding with a discriminatory attitude throughout. With sick and mobility-impaired group members already present, this double blow of terrible service and unfair treatment completely ruined our Australian trip experience, causing immense negative feelings and distress to our group!! As a loyal Marriott customer, I am extremely disappointed with this discriminatory, contract-breaching, and perfunctory service experience. The hotel's unauthorized alteration of confirmed room types, deliberate deceit regarding the contract, staff's racial discrimination, and severe service dereliction constitute a major service incident.

The staff were awesome, and we will be coming back we need to try the menu out and the bar Champagne on arrival was good l should of had a couple more before going up to our room

Facilities: The swimming pool is very basic, and the gym only has two or three old pieces of equipment. There's no separate changing room or shower, so you have to change in the restroom. But then again, it's an older hotel, so that's understandable. Cleanliness: The cleanliness was pretty good, I think there were no issues. Environment: The location is great, and the surrounding area is nice. We walked to many places in Melbourne city center. It's only a few minutes' walk to Chinatown, and about a ten to fifteen-minute walk to bustling streets with bubble tea shops and fried chicken places. Service: The service was excellent. The front desk staff member who checked us in on the day of arrival seemed to be Japanese. Since my English isn't very good, we communicated using a face-to-face translator. He was very patient and didn't show any annoyance. I also told him that I would have a package delivered to the hotel that day, and he said he would receive it for me.

Nice and clean. Hotel near to all amenities especially shopping made easy.

The location is fantastic! It's just a short walk to Chinatown and within walking distance of the exhibition center. The hotel rooms are clean, hygienic, and comfortable.

The location is super convenient, right in the CBD. It's close to shopping, dining, and attractions. The hotel service is excellent, and it's also very near a tram stop. Highly recommended, I'll definitely stay here again next time.

Great spot right in the heart of the city. You can walk to Chinatown, the theaters, and boutiques in minutes. The rooms are comfortable and clean, though a bit classic in style. Staff were friendly and efficient. Perfect if you want a reliable stay with a central location.

The hotel's location is excellent, right next to Chinatown. However, the breakfast was disappointing, nowhere near the standard of other Marriott hotels in different cities.

The hotel is too old, and the air conditioning in the room doesn't provide heat.

The room decor and facilities are a bit old, but the service was good. The food was just okay.

Very convenient and we like it very much.

Location is 10/10, very convenient. Room is clean.

The room was very spacious, and the location was excellent, right in the city center. It was convenient to get everywhere; the train station, state library, and other attractions were all within about a 10-minute walk. There were also plenty of great food options nearby, but the facilities were relatively old.

Good, will stay again next time.