Pullman Melbourne on Swanston Hotel

Good Afternoon Daniel I stayed at your hotel this week, and now back home I am still thinking of a few things about my stay, and wanted to let you know. I had limited time on arrival, as my flight was late, and I had to go to appointment, but was pleased to be able to “check in” online. - As the email states “ your key will be ready for your arrival” I went to reception, two female staff there, one was on the phone, so I went to the lady on the left. - Oddly, I didn’t get a hello or a welcome - no big deal, but thought it was strange. I then said I had checked in online - and my name. She then had to ask to see my ID, then as my last name is down as my first on my Accor account took a few minutes to find it. We got there in the end then asked for a credit card for a $100.00 incidentals deposit. I only have cards on my phone, and have not encountered a problem with this anywhere else before. - I have stayed at other Accor properties and thought my credit card was attached to my account (when I stayed at the new Novotel Central they said this to me, and my check in happened in mere seconds) I have also stayed at a Mantra property, and they didn’t take a deposit on a card either. Its from here on I felt like I was a second class citizen - I had paid for a room, and I was not allowed to enter it until I then left the hotel and then got another $100 in cash as a the deposit. I stressed to her my urgency to get to an appointment and she “allowed” me to go to my room and freshen up for my meeting. She said at this point that I had requested a room upgrade online - not that I had received it or it had been approved. She also strangely said to me, I see you are “Churning through some points for this stay” - weird I went to my room, and it was a good refit- well done, then I went to the bathroom, and the one thing I hate about a hotel room is seeing black hairs on a white floor. There was so many, I had to clean the floor before I could do anything. I took a photo but I won’t bore you with it. - I strongly suggest house keeping vacuums the bathrooms before mopping! I went to my appointment and then returned with my $100.00 feeling like I wasn’t good enough to stay - gave it to reception and then went to the lift. Its here my key didn’t work and I had been locked out, again I felt so unwelcome!! I had to return to reception and have my key recut. Sleep was great, and breakfast was good On checkout I had the same person that checked me in, and when I said was checking out she just said thank you, and is there anything else I needed? I asked form my cash deposit back, Which Im sure you system would say I had paid. I then had to provide my receipt to prove I had paid that said deposit. I was asked if I had anything from the mini bar - Which I didn’t. But no call was made for someone to check the room that I hadn’t consumed or stolen anything, SO WHY is the deposit taken at all? How are hotels going to deal with people using cards on their phone going forward?? - Its going to happen To end it all, she said I was only getting back $60 from my $100. When I asked why, she said that $40 was taken for the upgrade - I said no mention was made of the upgrade on check in, she said that she was confused with the deposit information. You also have my card details that I booked with, so Im sure that could be charged to that card. I had looked forward to my stay at your new hotel, but have no pleasant thoughts whatsoever. There are so many hotels opening in Melbourne, gives someone such as myself so much choice in the future. Kind Regards Chris

Great room, great stay, great food and wonderful hospitality!

Great location, staff very friendly and helpful

Everything went smoothly from check in to check out. I can’t even describe how comfortable the bed was. Wonderful staff, excellent location.

great location and good facilities, not the best for business travellers as their are no working desk facilities.

Never a bad stay

room was well fitted but the location was appalling overlooking the air conditioning machines, given I was staying 3 nights you could have provided a better located room

Amazing! We love this hotel and the revamp has only made it better! Staff are brilliant especially the boys at the valet and front entrance!! So helpful with getting children out of a car after a long trip while keeping them safe as we got all our luggage!! The new lobby is amazing- a great place to wait!!

Kim and I stayed in room 1309. A lovely room and we felt right at home. We also had access to the lounge on the 15 th floor. The staff in the lounge were extremely efficient and very friendly. The food was terrific. Breakfast in particular. We actually can’t wait to come back to Melbourne and stay at the Pullman again.

Located in the heart of the city. Easy walk to all shops and lots of restaurants. Staff where very helpful and very pleasent. enjoyed my stay here very much will recomend to others and stay her again.

The best hotel in its price range.

Very pleasant stay.

Very good room nice staff and your restaurant just amazing

As a return guest you get welcomed as if a newbie and the service standards remain throughout. Special call out to Sam in the bar at Eva’s, always welcoming and full of energy. Thanks

Location was great, room and restaurant not impressive