Pan Pacific Melbourne

I stayed at Pan Pacific Melbourne with my partner over the weekend and had a wonderful experience. The room was clean , bathroom was spotless, and the check-in process was smooth and hassle-free. A huge thank you to the cleaning person who cleaned my room. and went the extra mile by neatly folding my clothes. That thoughtful gesture really stood out and made me feel so well looked after.

We stayed at the Pan Pacific Melbourne near DFO for several days. The only positive aspect of our stay was the location, which was very convenient. Unfortunately, the overall experience was far below the standard expected from a 5-star hotel. The level of professionalism and guest service was disappointing. The hotel staff did not seem to understand how to properly handle guests, resolve issues, or create a welcoming experience that encourages loyalty. Cleanliness was one of the biggest concerns. On the day we checked in, 2nd July, we were given room 907, and upon entering, the bathroom sink was extremely dirty and the water was not draining properly. It was clear that the room had not been properly inspected before being handed over to guests. When we contacted the hotel for assistance, the response was slow, and the team was not willing to move us immediately despite our frustration. We were later moved to other rooms (909, 931, and 932), but unfortunately, the cleanliness standards remained disappointing. Housekeeping seemed to only tidy the visible areas without properly cleaning. For example, beds were made neatly from the outside, but if there were stains or dirt inside the bed covers, they were left untouched. Dirty towels were also left as if they were clean and ready for use. The quality of the towels was also very poor and not what you would expect from a luxury hotel. The breakfast experience was another disappointment. The options were extremely limited, and in our opinion, it did not meet the expectations of a 5-star hotel. The most serious incident during our stay involved our shopping from Louis Vuitton going missing from our room. After reviewing the cameras, it appeared that the bag was taken by a cleaner. When we requested a proper investigation, the response was that the cleaner claimed it was rubbish. This explanation was unacceptable, especially since we had other rubbish bags that had been left in the room for several days, making it clear that the bag should not have been mistaken for trash. What was even more disappointing was the way the situation was handled. The cleaning manager focused more on defending the cleaner rather than properly investigating the matter, understanding the guest’s concerns, and taking responsibility. Overall, while the location is excellent, the service, cleanliness, and handling of serious guest concerns were far below expectations. A hotel of this level should invest in better staff training, stronger housekeeping standards, and more professional management of guest complaints.

Stayed here with my family. Room was clean, lady who cleaned my room did a great job and provided some extra Chamomile Tea which I really like it. Staff at reception greeted me every time I passed by from there. Overall Great place to stay. Will come back for sure😍

We stayed at Pan Pacific Melbourne over the long weekend for our wedding night and it was stunning. The views were amazing, the room was beautiful and the bed was so comfy. We loved the card, bubbles and chocolate put in our room congratulating us on our big day, made the stay that more romantic. All the staff were super friendly and made us feel warm and welcome. The only downside we had was from room service, we ordered lunch and they forgot our drink (which is fine, we understand these things happen especially during a busy lunch rush) but it took a further 20+ mins to run up our can of drink. We also ordered breakfast room service and they brought up our drink first which is nice that they remembered and wanted to make sure we definitely got it this time but when the food arrived they forgot the butter and condiments for my toast and we had to run down to reception to grab them so although the breakfast was lovely it was cold by the time we got to eat it. We had also organised with reception that we would be settling the room service and mini bar charges at check out in cash but for both breakfast and lunch they had tried to make us pay on the spot with eftpos even though we had already explained organised payment with reception, room service also called our room multiple times hounding us about payment which definitely put a damper on the stay. I will say though, we also ordered dinner room service and it was AMAZING, I ordered the chefs cut steak dinner and it was the most delicious well cooked steak I’ve ever had and the salsa verde was so incredibly tasty, we didn’t get hounded for payment on that occasion. All in all it was a lovely stay in a lovely location and we will most definitely be back!