Melbourne Marriott Hotel

We were extremely disappointed in our most recent stay. Everything from the hotel felt onerous, when we checked in we had to get our own trolley to get our bags out of the car. When we checked in they didn't have any idea about the package we were on or if we had already paid, I even had to explain the inclusions of the package to the staff member despite this package being one that's always available. Even after I had explained it, I was still interrogated as to whether the inclusions were actually for me, like I was trying to cheat the system, in the end I just gave up and hoped that it would all be okay. Despite this, when my Wife went to ask if we could have the bottle of wine included in our package she was told that our package didn't include a bottle, just a welcome drink that we could help ourselves to. When my Wife informed the staff member that the package said "bottle" and not just a welcome drink she was told to "prove it" and could she get her Husband (me) to come to reception and show them the package and booking. I then had to leave our room to go to reception and show proof of my booking and the inclusions of the package on the Marriott website - how embarrassing, all for a bottle of wine. When we got back to the room we ordered room service (the food of which was excellent so well done kitchen) and about an hour after it arrived we got a call from the room apologising saying that unfortunately the staff had declined our order and we couldn't have room service - which was odd, given we had already eaten it by that stage. The next morning breakfast was really poor, we were again questioned as to whether breakfast was included in our package and once they worked out that it was we were told to "find any table" unfortunately most of the tables that were vacant hadn't been cleaned. The breakfast itself is underwhelming - most of the food wasn't available, the coffee machine was broken, there were no plates or bowls available and the juice station was clogged with old fruits and veg. When we checked out, there was once again confusion as to whether we had already paid or if the funds were just on hold, which just made us feel like we were going to get double charged (luckily that didn't happen). We left some bags and our car for a bit and when we returned we stood at the Concierge desk for what felt like an eternity and despite 2 staff being at reception nobody came over, eventually we gave up and went to them to ask if someone could assist with our car and bags. Overall, the experience just left us feeling flat and like we had wasted our money, or worse the hotel made us feel like we were always trying to scam them. We booked a package for a reason (Escape to the City for the record) but when you are questioned and have to show "proof" of what package you are on, it hardly feels worth it. I can now see why the Marriott wasn't booked out when most of the other hotels in Melbourne were. Sadly as a Marriott Bonvoy member this will be our last "escape to the city" with Marriott.

Be well rested and pampered in this hotel. Spacious rooms and very clean sheets. Food is great and reasonably priced at The Essence restaurant. Serve the best gluten free blueberry muffins & coffee for breakfast!

We have stayed at the Marriot in Brisbane and the Gold Coast and chose to stay here for a mother and son break (first time), with the Marriott where we could expect a high standard of hospitality. How dissappointed we were. Cold winter Melbourne rooms (10c outside), no heating, broken shower, stained dressing gowns, old oil heater rolled in on the first night... After a long day of walking around with my 11 year old we decided to stay in for movies and room service. The phone dial for internet help desk didn't work but we figured it out. Saltwater barra with tiny cubed potatoes was very disappointing but the beef cheek was lovely, even after the interruption with the shower and heating issues. The staff were prompt in trying to ease the disappointment of the shower and heating issue, almost pre-empting it by the comments from the maintenance staff that showers were old and always needingto be fixed. Staff sent cookies and cake as a sign of good-will.. The second night we also stayed in after a big day. Food took >45 minutes and was stone cold. The kids chicken and vegetables had only brocoli, no sauce, and cold. My beef cheek was also cold. The tray from the previous night was still outside. I couldn't believe this standard and when I complained they offered me a free glass of wine, or bottle. Like I was going to have a bottle to myself staying with my young son. I declined. Very disappointing. Essence restaurant downstairs also needs a clean, particularly around the coffee station. Staff were very friendly and enthusiastic to serve and resolve. I appreciated that but didn't want to deal with these sorts of problems on our short holiday, spending ~$500 per night (including dinner). The bathrooms and overall delivery feel more like a Holiday Inn, and for some reason, the water pipes squeal through the corridor and rooms frequently like a backpackers hostel. Our room was level 1, #04 with a balcony, and we were upgraded..

An average experience as opposed to the Marriott I'm used to. Unfortunately the heating didn't work, bathroom sink clogs, my room wasn't very clean and I would have much rather been asked to pay the $30 fee than the way that the message was delivered about what the fee normally is. Sefa the staff member was an absolute delight and check in/ check out is relatively easy. This is potentially the budget version of Marriott hotels which may create confusion. Room 386 9th July should they wish to very.