MOSS Hotel - 39 — Hotel in Hobart

I am writing to express my disappointment with my recent stay at Hotel Moss.

Despite submitting a formal complaint to Hyatt, I have yet to receive a response.

During my stay, I encountered several issues:

Broken Toilet Seat: The toilet seat in my room was broken.

Poor Housekeeping: The room was dusty throughout my stay.

Lack of Globalist Recognition: As a Globalist member of the Hyatt loyalty program, I was not offered any upgrade, despite this being a standard benefit. In fact, hotel staff seemed unfamiliar with the Globalist tier, referring to me simply as a "guest from Hyatt." The manager on duty informed me that they had never awarded any guests upgrades and even informed me he had a similar issue with a previous guest. It seems that with the recent Hyatt acquisition, the policies for upgrades will need to be reviewed with the team.

Disruptive Housekeeping: Every morning, housekeeping staff were extremely loud while working, even in hallways where the "Do Not Disturb" sign was clearly displayed on neighboring doors.

Unfulfilled Housekeeping Request: I requested housekeeping service at 12:00 PM and called down upon our departure from the room to ensure we would come back to a clean room. To my disappointment, upon returning to the room at 8:00 PM, it had not been serviced.

Positive Aspects:

Friendly Reception Staff: The reception staff were friendly and acknowledged that the condition of the room was unacceptable for the price paid ($660).

Excellent Location: The hotel's location is excellent.

Comfortable Bed: The bed was comfortable.

Welcome Gift: I received a bottle of champagne as a welcome gift, which is a standard practice.

However, the significant issues I encountered during my stay significantly impacted my overall experience and made it not...

My wife and I stayed at Moss on arrival from the airport. Initially we were booked in for three nights. However, after losing two nights sleep to the club music from directly beneath the hotel, we had to leave. We were originally there to celebrate our wedding anniversary, but we lost our anniversary night and day to a zombie-like state of sleeplessness.

We now know that Salamanca is the nightlife district of Hobart, not something we ever would have guessed by looking at it in photos. It’s certainly not like the Valley in Brisbane. The throbbing bass of the music from below was completely unhindered by the walls and windows of the hotel. Fun fact I have now learnt, colonial sandstone is a terrible sound insulator.

I feel so conflicted about the hotel since so much of it was good. The interior design, the look and feel, the bathrooms, are all outstanding. The staff were very good to us and understanding. We were offered ear plugs from a huge box of them, which now feels like should have been a sign, but they did next to nothing to stop the bass music. We were even moved to another room away from the front of the hotel, however the bass music of ANOTHER bar came through the walls from an alleyway.

I have seen from Google Review that Moss staff are adding more double glazing to the windows. Respectfully guys I don’t think that will fix your problem. Your problem is that sandstone is a terrible sound insulator, especially for bass music, so it’s literally your walls being the loud part, and your windows the quiet part. I wish I had a solution to suggest but I don’t.

Thanks to the staff who tried their best to help, and all the best to the owners. Me and my wife hope you are able to fix this one...

WARNING: Extremely loud night club (The Whaler) located under hotel = sleepless night.

Consistent with other reviews, I agree that this hotel is beautiful. Gorgeous decorations, finishes, comfy bed, generous bathrooms etc....however...

...there is a nightclub under the property which operates until 1am and creates a significant bass 'doof doof' noise, making it impossible to sleep despite the property providing complimentary earplugs (which, in hindsight, was a foreshadowing of what was to come from 10pm onwards). It is clear that Moss Hotel have tried their best to mitogate against this with double-glazed windows and ear plugs, but with limited effect.

Regrettably I did not read their Google reviews prior to booking, which reveal that this is a consistent issue that many have raised.

The noise was so invasive that I tried calling reception to request a room swap (from room 11), however this was unattended late at night. So, I decided to drive home to Launceston around midnight!

To the property's credit, I complained the next day and they provided me with a swift full refund of my $390 for the night.

In the spirit of constructive feedback, perhaps guests could be warned about this issue, or priority be given where availability allows, to not book guests into rooms 10 and 11 which are directly above the club.

The location, service, and facilities were excellent, but are hard to enjoy if you're running...