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1687 reviews
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Nov 11, 2024Sherraton Melbourne - english not spoken here
I booked in, in the normal manner and showed my Australian Drivers licence for ID purposes. I was then addressed as Mr (Christian name) then after I corrected the reception clerk she addressed me as MR (middle name) 3rd try Lucky whoohoo! When it came time to checkout I returned my key and was addressed as Mr (Middle name) followed by Doonah??? I explained that was not my name and offered her my correct name. After payment she offered to send the receipt via e-mail. She read me a mis-spelled e-mail address. I corrected her. The e-mail had not arrived 48hrs later so I phoned to chase it up.... you guessed it - they had tried to send it to the incorrectly registered one. - and when I made the follow up call no one had corrected my registration details- their computer system still had me registered as Mr Doonah How can someone be given a job as a checkin clerk with such poor comprehension of english ???? I certainly will be looking for a better alternative next time. I have no problem with people whose second language is English fluency in the basics if you work in an International Hotel surely should be basic competency requirement Not interested in the customer - just give us your money - the corporation needs it to pay the exorbitant wages commanded by our excellent staff !!!!
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Oct 21, 2024If you bang your head against a brick wall, you get a headache
We have a mighty headache… We have been staying at this hotel on and off since 2016. These last 6 months we’ve been staying there every few weeks. Thus we are well placed to make comment. First, the general degradation and then second, a specific incident. The hotel is no longer being properly maintained and is being allowed to run down. The night lights in the room don’t work (most of our rooms had this fault). In another room the handheld shower head is faulty and has no pressure. In another room the toilet continually pours water once the cistern is full; you have to wait the minute for the cistern to fill and then fiddle with the flush button to get the water to stop. In another room the chair in the corner is disgustingly dirty and badly stained Most or all of these are all their so-called superior rooms. Talking to hotel staff for service is a waste of time and an exercise in frustration. Incident summary: If customer assets are stolen by their staff, the hotel simply washes their hands of it. They don’t return calls. They don’t reply or send emails as promised. They just don’t care. Their investigative process involves asking housekeeping - Did you steal them? No. Does hallway CCTV show housekeeping with the items in hand? No. Case closed. Details. After checkout around 11:30am and reaching home my wife realised she’d left her AirPods in the room. They were in the case attached by cable to her wall charger, charging on the desk in the room. She called Sheraton hotel at 3:11 pm to report this and said if found they should hold them as we would be back at hotel in a matter of days. She was told the room had not been cleaned yet but they would check immediately and call her back. At 5:40pm she called again to follow up and was told they would call right back. No call back. At 6:18pm she called again and demanded they go and check the room right now. At 6:32pm they called saying they were not in the room and asked for a screenshot of the Apple FindMy app which shows the last connected location of the AirPods being in or near the hotel. We sent that email and got a reply at 6:37pm asking for some time to investigate. A day later nothing. My wife sends a follow up email. No reply. Four days later we check in again for our next stay. The guy checking us in says nothing. As he hands us the room keys to send us off we ask about the missing AirPods. He says he was the one who took our call to report them missing. We asked him (Anthony) why he never called back or never said anything just now. His response was “well, I didn’t find them.” So we asked to speak to the manager. We are handed off to one of the duty managers - Sai. Sai says they haven’t found them and housekeeping say they saw never saw them. We asked her to check the entry logs for the room and the CCTV. We meet with her again later. She says the logs show we checked out 11:30. Housekeeping entered around 1pm and left at 1:50pm and Anthony entered around 3:30pm (but Anthony told us on the phone the room had not been cleaned when he checked so that story doesn’t add up). Sai says housekeeping say they don’t have them and Anthony says they were not in the room when he checked later. CCTV does not show either of them with the devices in hand so that’s case closed. There’s nothing they can do. Sai is also quite hung up on the fact that Apple FindMy for AirPods is not hyper-accurate. We tell her it’s irrelevant. Your guests had their possessions stolen from their room. She says other items are in lost and found why not yours. And around it goes. Her position is unless she can find them on her property it’s not her problem. The irony of course being that if they could be found there wouldn’t even be a problem. This is around 5pm or so. She promises to send us an email the next morning with some other info we asked for and copying the name of her manager James so we could communicate with him. We never got any email from her. The next day we had to check out early but came back to the hotel around noon and asked to speak to James - Sai’s boss and the front office manager. This interaction was even worse. Where Sai would at least listen and engage, James was disinterested and not even listening. His position was clear. Unless Housekeeping confess or are caught on hallway CCTV with the items in hand, it’s not his problem. He said there’s no CCTV in room so we should use the in-room safe!! We ask to see James manager Timur but are told he has four meetings today and is too busy to see us. They don’t return calls as promised. They don’t return emails as promised. They just don’t care. They imply you’re lying. They work in HOSPITALITY...
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Sep 09, 2024Recommended.
We stayed two nights while up to do things in Melbourne. An excellent hotel. Beds comfortable, bathroom well fitted out but there was some mould in the grouting. The shower was strong and HOT. Quiet room. The on-site restaurant was very nice and the food well-presented and excellent quality. The staff were attentive, friendly, helpful, all we could wish for. My only negative was that there were no accessible power points NEXT to the bed head for my CPAP machine. Something to consider in the future??? Otherwise, all good. Would be happy to stay here again.
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Sep 02, 2024
Welcoming, family friendly special touches and great customer service
My family of 5 spent 2 nights at the Sheraton Melbourne recently. We regularly travel to Melbourne for city 'mini-breaks' and tried Sheraton for the first time this past weekend. We were immediately impressed with such a warm welcome from various staff, by the time I'd finished checking in another staff member had helped my husband and kids by arranging for them to help themselves to a free ice cream scoop bar, whilst taking our luggage to our room whilst they did this. There was an issue with our room, which was a result of a website issue providing the wrong photos of a room to the type we had booked. The manager was apologetic and upgraded our room to align with our expectations based on the website images without delay. The pool was as pictured, on the smaller side but perfectly fine and kept the kids very happy. The seating around the pool was comfy and it was stocked with lots of fresh towels. We were pleasantly surprised that all 3 of our kids ate free at the buffet breakfast as they are under 12. That makes a huge difference to eating out costs and turned into what usually is a big expense into a beautiful breakfast that costed us less than what we'd usually spend at a cafe for our size family. In terms of the location, we thought it was great. We loved strolling through the treasury and Fitzroy gardens, and eating out in China town. All in all a lovely weekend away, made even easier with a car park across the road and by staying at a hotel that made families feel welcomed with their extra little touches and fantastic customer service (which is not always the case!). Thank you!
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Aug 07, 2024
Dreadful manager, night and day and dirty room. Treated me as a nuisance when I asked to have my room cleaned. Not nice.
Dreadful. Dreadful night and day managers. Dreadful. Waste of $850 for 2 nights, and food. Dreadful service. Had to phone 4 times to get my room cleaned, in the end had to use dirty cups to make myself a hot drink in my room. The managers, on both shifts didn't care.