Oaks Melbourne On Collins Hotel

We stayed for two nights at Oaks on Collins Street. We chose the hotel mainly because of its convenient location near the SkyBus terminal, which was great. Unfortunately, our experience with the hotel itself was quite disappointing. The room we were initially checked into was not the room we had booked. We asked to be moved, but this was not done until the following day. When we were moved, we were told the new room would be ready in around 30 minutes. After waiting the full 30 minutes, we followed up as no one had contacted us, only to be told that cleaning had not even started. We left our bags with reception and asked for them to be moved to the new room so we could go out and explore Melbourne. When we returned, our bags had not been delivered to our room and had instead been sent to a different room. We also still have not received any compensation or resolution for the fact that we were given the wrong room for one of our two nights. The bathroom had a scent and the beds were both uncomfortable. Also, the fire alarm went off at around 12:30am, and this is something that occurs relatively regularly it seems. The location was convenient, but given the room mix-up, poor communication, issues with our luggage and the late-night fire alarm, we were disappointed with our stay.

I have stayed in the hotel for about a month. Yes, for a month! I was on a business visit to the city. I booked a studio executive room with a full kitchen. The pre-booking details mentioned that studio executive rooms have city-view balconies, but my balcony had a view of the back alley. Anyway, that didn’t concern me much. To start with, the phone and dishwasher inside the room were not working. I complained about it, and to do so, I had to visit the reception area, which was on the ground floor. As I was usually not available during the day, I inquired about my complaint 3 to 4 times. Here are the responses I received from them: I complained on a Wednesday evening, and they took my consent to enter the room the next day because I would not be there during the day, to which I agreed. I had to check on my complaint the next evening again because I did not receive any update from them and I was out the whole day. They then asked me to come back to the reception the following morning and give my consent to enter the room so they could check it. So, consent was asked twice, with no action taken yet. Thursday morning, I mentioned my complaint again and gave them consent (again!). They said they would check it today. Thursday evening, I went to the reception for an update because no one had reached out to me. This time, they mentioned that they had checked the issue with the dishwasher (with no mention of the phone's issue) and that someone had to visit from outside to fix it. They promised that the technician would come tomorrow to resolve it or they would change my room. The next evening, I went to them again because the phone was still not working and I had received no update from them. They said someone would come on Monday, as they were not able to arrange anyone yet, and that all their rooms were full so they could not change my room. At the same time, I overheard another receptionist mentioning to a customer that their room had been upgraded to a studio executive room. But for me, they were completely booked! I stopped getting daily updates, and they never fixed my issue or changed my room. I have traveled a lot and stayed at a lot of hotels. This was my worst experience. There are much better hotels in India within that price range. Attaching some videos showing the issues.

Rooms pretty spacious. I got the one without a view, I didn’t mind. Toilet is a bit small. Location is great close to public transport and restaurants. 10am check out is a bit too early for my liking. I did get extended to 11am without charge.

We stayed in the basic studio. The room itself was generously sized and clean. However the placement of the bed, right beside the bathroom was awful. Not only did it mean there was a huge lack of privacy, but it was impossible to open the bathroom door in the middle of the night without waking up your partner! Also, despite closing the curtain, the shower water kindly saturated ALL the bathroom tiles rather than just the ones in the shower (I promise I wasn't jumping and splashing about!). Meanwhile, the staff were friendly and the location was excellent.