ibis Melbourne - Hotel & Apartments — Hotel in Melbourne

Everything was fine until they double charged me for my weekend stay. I booked this hotel for a concert I was going to in Melbourne last weekend and the total for the 3 nights came to $709 ((which I was happy to pay)). Unfortunately due to unforeseen circumstances our flight from adelaide was cancelled so I had to call the hotel and let them know we’d be a day late which they were fine with. Once we finally arrived I paid for our accommodation, as it was a pay on site deal, and they checked us in. The following day I checked my bank balance as I needed to pay for lunch at a local restaurant only to discover I had been double charged by the hotel. That’s $1400 out of my account. I’m only 22, money is tight in this economy and I saved what I could for this concert. So while I was supposed to have at least $200 in my account, I was left with -$500. Luckily I had my friend and partner with me to help fund the rest of my trip and pay for lunch. After calling my bank many times I was told it was an issue on the hotel’s end as it said they hadn’t cleared a $709 transaction and it was still impending. I spoke to the receptionist who told me I hadn’t been double charged and even printed me out a receipt for “proof”. The next day I spoke with another receptionist as my bank insisted it was a problem on their end and the lady let me know that they’d get in contact with their manager who was in a meeting at the time and it would take around 20-30 minutes. I waited about 3 hours. I called them back only to be told that they’d let their manager know of my situation and they forgot to call me back. Eventually I did get a call from the manager and they explained that I was in fact double charged because of a pre-authorisation policy they have in place but to not worry as the money would be back in my account within 24-48 hours. I spent the rest of my trip with -$500 in my bank. I’m since home and It’s been 4 days since they told me I’d receive my money back and I still have NEGATIVE -$500 in my account. I’ve tried calling the hotel and they will not answer my calls anymore. I just want my money back as I cannot afford to lose out on $709 ((as many people also)). I’ve also come to the unfortunate realisation that I am not the only guest to have been double charged and then ghosted by this hotel. While looking through the 1 star reviews I have found multiple people over the last year who have also been double charged and had their calls ignored. I am truly disgusted by the Ibis. I just wish that I had seen the complaints before I booked with them.

I would also like to mention that the second receptionist I spoke to that passed my message along to the manager was lovely and helped as much as she was able to. The actual room and location of the hotel were both fine but I’ve given 1 star for everything and this situation truly did ruin the...

Dining - was terrific. lots of options for breakfast, lunch and dinner

Communication - poor fire alarm went off at 2am Sunday. Voice over says to evacuate but the ONE staff member that appeared said it was okay. But we and a number of others departed our floor (9). Who knows how many did not. No explanation given ( in rushing past worried guests) - apart from someone was smoking in their room yet it was quite apparent that they had in actual fact burnt the toast. Totally different smells as i know both very well No further comment/information at check out in the more agreeable time in the morning. No apologies no anything. Given what has happened recently in London really not even close to good enough. No one knocking on doors to talk to guests. No one checking anything. From experience in working in high rise usually the floor where the alarm originated the one above and one below were evacuated yet it was apparent from the small number "milling" around in reception that this was not the case. No instruction as to whether to use the stairs only or that you could take the lift (we cheated and took the life purely because of it was there and i really did not want 9 flights of stairs) If the hotel only had one staff member on duty that is really a neglect of duty to both the staff and the hotel's guests. Have stayed here a number of times and must seriously consider whether it is worth while. Parking - well actually getting out of the parking is interesting. No longer can we order the morning papers to our room :( i really do not need to have to get dressed go down stairs and around the corner to obtain the papers. Really quite a basic service So from a really good dining experience to really bad as we did not feel safe at all :( Lucky that i am prepared to give it a 5 :( Further we encountered a new visitor to hotel who was not advised how to use her key card and that she could access the restaurant by the lift. Thought she could only access dining by going out of the hotel and then re enter by the street entrance. :( really not good enough No menu in room if we wanted room service We understand that we are not staying at 5 star hotel but when the basics fail ............ Additionally i put in a request to upgrade to a unit "higher" up the building and late check out but this to was "mucked" up As members we expect better because we know you can do...

I stayed in Room 502, and my experience was highly disappointing. The room appeared old and unclean, completely unlike the photos on the booking site, which were likely taken when the hotel was new. There was a bad odor coming from the bathtub curtain, and basic kitchen essentials, like a knife, were missing. On the first day, we received a few tea and sugar packs, but they were not replenished during the rest of our stay. Additionally, there was no proper ventilation, and the cooking smells in the corridor were unbearable.||||Access to parking was another major inconvenience. There was no elevator, and the staff did not assist with luggage. We had to use the ramp to carry our bags and strollers, which was very inconvenient. When I booked the hotel through Booking.com, it was advertised as having parking. However, upon arrival, I found all the hotel parking spaces were full. The staff instructed me to park at 58 Franklin Street Parking, stating they had an agreement with the facility, and told me to bring the parking ticket for a discount voucher.||||The next morning, I discovered my car window had been smashed, and items worth $7,000 were stolen. Repairing the glass cost me an additional $600, even after choosing the cheapest option. When I reported this to hotel management, they simply dismissed my concerns, claiming they were not responsible. However, since I parked at 58 Franklin Street Parking based on their clear instructions and assurances, I believe the hotel bears full responsibility. Otherwise, I would have parked my car elsewhere, such as in secured parking, at a friend’s house, or even on the street.||||The hotel management kept insisting they were merely suggesting the parking facility and not recommending it, which is untrue. They explicitly stated they had an agreement with 58 Franklin Street Parking and regularly directed guests there, describing it as conveniently located just behind the hotel. Despite this, they refused to acknowledge any fault.||||This entire experience left me suspicious of a potential connection between the hotel and the person who broke into my car. There are plenty of other hotels and Airbnb options in the CBD that offer better service at reasonable prices. I strongly recommend avoiding...