Sheraton Melbourne Hotel

The best view in town!

The room was clean, check-in was smooth, staff were helpful.

It was the long weekend in Melbourne and we had to wait for quite a while to check in. Check in time was 3pm but we only managed get our room after waiting for about 1-1.5 hours at the lobby. It was nice that they offered champagne to all the guests waiting at the lobby though. They also had to give us another room (a bit of a downgrade from level 9 to level 8 facing different directions) as our room was not ready. The porter, Oscar, was very helpful and friendly. When we got to our room, there was an extra bed and he helped us move the bed out and everything back to where it supposed to be effectively. The room was clean but there were only 2 pillows (supposedly 4) on the bed. Called reception to get more pillows but got told that they will try to source some as they’re running low on pillow at the time :/ Kind of unbelievable for a 5-star hotel. I also later found out that the electric curtain in the bathroom was not working and the night light lamp was dying and flashing. There were no soft drinks or snacks at the minibar so if you want something simple to drink or eat at night, you’ll need to order room service + a delivery fee of $8. Overall, the location is fantastic, really close to the shops and restaurants we wanted to go. The hotel is quite basic for a 5 star hotel - there’s no coffee machine, hair straightener available for hire or firmer pillows for use. Having said that, the location really beats everything and I’ll probably book this again when I travel to Melbourne next time.

I have finally talked to the manager at my 8th day staying. In this trip, I was staying at Sheraton for total 9 nights. It is a very bad experience. I have to call them almost every day about the room which is pretty annoying. First of all, don't expect Melbourne's five star hotel is like the other cites, however, I don't care it is fancy or not, but cleanliness is important to me. For the first day cleaning, need to ask them to come vacuum the floor as hairs are all over the bathroom. Second day, they have thrown my own towel, I know it is white and it wasn't on the floor, which they said only change those towel on the floor, but my towel size thickness quality are so much different that it shouldn't be mixed up so easily, and there is a japan flag logo. After talked to them, they said is hard to find and bought me two new towel, which it is not that helpful as it is too big and thick to bring is to travel. And then at the next couple of days, need to call for shower cap, lotion and slippers, their slippers are thin one that need to change at least once in two days especially if you have sweaty feet. of course, on those days, bathroom have never been vacuumed, it is like if you didn't requested they wouldn't do it. and the non the 7th days, when I got back to the room at night, the room hasn't been tidied up at all, towels are on the floor, bedsheet was still messy, so I called them and asked why no-one cleaned my room. first thing they asked it have I put the do not disturb one I said no, then they said they can ask someone come up to clean now which was like 8.30 pm at night, which I just got back after whole day out and wanted to rest. After the call, I realised they have came to my room as the bins are cleaned up and they have placed two new bottle of water, so they have came in but left without finished their job! On the 8th day, I have left the key and went to the check in counter for the key, I walked to them and told them I left my key, and then I gave them my room number, they just gave me a new key without asking me my name and checked my ID or anything. This wass super a horrible staying experience!

Cannot fault the staff however the amenities need overhaul. The rooms TV didn’t work was advised couldn’t be fixed until the following day. Went to use hairdryer to find out no power points on that side of room were working. Again advised cant be fixed straight away. Had to use TV as a mirror for blow drying hair! Then we continued to get calls after 10pm from reception checking if everything was alright despite being told it cannot be fixed. Really disappointing. On a positive to GM and receptionist Cheryl were outstanding in trying to assist and did remove some charges.

In the center of city and Chinatown. Lots of eateries. Very comfortable stay.

The staff are very caring. The hotel is clean and nice.

Prepaid S$575.33 for booking a room for 2nights from May 22-24. Front desk charged to my credit card again upon checkout for A$586.16 (S$543.59). He didnt realise the double charge until I brought to his attention. He apologised and reversed the charge, & assured me there wont be a credit card admin fee charged. However, when I received my credit card statement, it shows I was charged S$39.04 being FX & bank fee for the mistake the front desk staff made. I’ve been following up with Sheraton MEL since July 10 on this matter but no news after July 26 when I gave the bank information as requested by Mr Kajal Gaurav to process the refund. Till today Aug 21, I have yet to receive the refund. I have emailed several times to Sheraton but no one is replying. I am still waiting to hear from anyone copied in the email correspondence to provide an explanation and if I will still be receiving $39.04. Meanwhile, I’d still like to thank David, the housekeeping staff, who was extremely helpful during my stay.

Staff was not sufficient on New Year day!