Crown Metropol Melbourne

Unfortunately, our stay at Crown Metropol fell well below expectations. Breakfast was $50 per person, yet the food was cold and stale. We also paid for an interconnecting room, but the door remained locked for the first part of our stay despite requesting it to be unlocked four times. We requested a higher-floor room with a city view for our young children, who would have loved seeing the city lights at night. Instead, we were given a view of a concrete car park with filthy windows. We stayed midweek during what appeared to be a quiet period, making the experience even more disappointing. The room itself was dated and in need of an upgrade. For the price point, you can certainly find better options. Given Crown’s reputation, we expected much better food, accommodation and customer service (the valet parking staff were the exception). Unfortunately, we are unlikely to return.

Had a really good stay at Crown Metropol overall. The room was nice, clean and comfortable, and the staff were prompt, friendly and helpful. A couple of things could definitely be improved. I think charging for bottled water at a hotel of this standard is a bit steep, and the valet attendant didn’t seem to know that valet parking was included for Platinum members, which I would’ve thought would be pretty basic Crown training. I also requested a late checkout and had to follow it up about three times throughout the night without getting an answer. Eventually I messaged saying I was going to bed and would see them at late checkout, and only then did they immediately try to call me back. Aside from that, it was still a good stay and I’d happily return.

Unfortunately, my experience at Crown Metropol was let down by significant billing issues and very poor customer service after checkout. At checkout, I was asked to confirm the breakfast and parking charges before my registered card was charged, but I was not shown the invoice. When I reviewed it later, I discovered that I had been charged twice for breakfast—and at a higher rate than the pre-booked price confirmed in writing. Resolving this was unnecessarily difficult. I attempted to call several times that afternoon and also sent an email, which received no response. When I called again the following day, I was promised a return call that never came. I eventually had to call a third time before Crown agreed to honour the confirmed breakfast price and correct the invoice. Throughout the process, I received no apology, and the staff I spoke with seemed more interested in getting me off the phone than resolving the issue. I should not have had to make repeated calls, send an email, and justify why an incorrect invoice needed to be corrected. This was extremely disappointing service from a hotel positioned as a five-star property. Billing mistakes can happen, but the lack of responsiveness, ownership and basic courtesy made the experience considerably worse.

Fantastic experience at Crown Metropol, from check-in, to guest services to maintenance, everything was amazing. Their fast online check in allows you to skip the queue and receive your room card in record time. The check-in agent was super friendly and helpful. There was an issue during my stay which was attended to by maintenance in less than an hour. Unfortunately, it wasn't possible to fix it fully so I was moved to another fantastic room within an hour. The rooms are spacious and the bed is very comfortable, the blackout blinds keep out the light very well for a morning lie in. Would stay here again in a heartbeat. Thanks Crown Metropol for a memorable experience.