Lanson Place Parliament Gardens, Melbourne — Hotel in Melbourne

I recently stayed at this hotel, hoping for the high standards typically associated with a five-star establishment, but unfortunately, my experience fell well below expectations.

Upon arrival, I was dismayed to find a dried liquid substance on the bedside table, which I had to clean myself. This was certainly not the welcome one would expect from a hotel of this caliber. The first night was uncomfortable due to an overly firm bed, and despite bringing this to the front desk’s attention the next morning, no action was taken during our absence. When a staff member finally addressed the issue, she was unaware of our previous complaints and was unable to resolve it satisfactorily. The hard bed may suit others but it didn’t suit our needs.

The room layout was also not to our liking. The bathroom lacked privacy due to a glass screen, and the toilet was very small with a door that narrowly missed hitting it (See photos). I would not recommend the standard room type, as it’s not well-designed. Additionally, we faced office buildings, which felt invasive and detracted from our overall experience.

The breakfast experience was equally disappointing. Much of the food appeared old and unappetizing, and the fridge had a very limited selection of drinks. I wasn’t alone in my dissatisfaction; another guest raised her concerns as well, but it seemed the staff did not fully grasp the issues at hand. The eggs that were made to our liking were quite good.

As I visited the beautiful lobby to enjoy a drink, I witnessed a gentleman struggling with his luggage on the steps while four staff members stood behind the front desk, seemingly oblivious to his need for assistance. This lack of attentiveness is not what I would expect from a five-star hotel.

While the hotel itself is aesthetically beautiful and the staff I interacted with were very polite, there was a significant shortfall in attention to detail, responsiveness, and overall guest care. These deficiencies detracted from what should have been a seamless and luxurious experience. I do believe the staff care but more direction, supervision and training is needed.

This trip was particularly special for us, marking our 28th wedding anniversary, a celebration made even more meaningful as I have recently recovered from a life-threatening illness. Unfortunately, rather than enjoying a relaxing and memorable stay, I found myself reflecting on a far from ideal experience.

I should mention that the pool and other amenities are great and Chronicle 502 bar and dining situated in the lobby was excellent. The staff here were brilliant and food enjoyable.

On our last day, we chose to leave early, and the hotel did refund our final night. The manager listened to our concerns and waived the minibar and room service charges, which was a kind gesture. They were genuinely apologetic, and I appreciated that we felt heard. However, despite these efforts, I believe other five-star hotels in the area provide a more seamless and comfortable stay.

Given the overall experience, I regret to say that I will not be returning to this hotel...

The level of care and courtesy of the staff was refreshing. Being only six months old, it felt as though everyone working at the hotel was committed to leaving a good impression and establishing their customer service as first class.||The rooms were spotless, the main lobby both inviting and stylish with a breakfast lounge area that was spacious, private, and welcoming. ||My hotel room felt like my own private apartment. It was exceptionally well-equipped with all the appliances you can possibly need. I never even knew one could have a washer/dryer all in one. I could have used the oven, stove top and dishwasher more often had I wanted to but with the proximity to the Central Business District and all its eateries, so much was within walking distance.||I did take advantage of the steak dinner special at the hotel. It was good to treat myself. The breakfast buffet, included in my winter special package, was of a high level. I looked forward to sitting in the breakfast lounge each morning. It was quiet and classy. Nothing like the bunfights and cheap fare that one often associates with buffets. Their spread was beautifully presented with appealing choices. It set the tone for a great start to the day. ||The view of the city was inspiring with the hotel location in just the right corner of the city, close to historic landmarks, magnificent gardens and walking distance to the "Paris" end of Collins Street. I have always loved this part of the city that touches into East Melbourne, so to find that the old Salvation Army building had been transformed into a modern hotel with a classic look and old-fashioned service, the choice to stay there was easy.||My one frustration was that the hotel spa next to the well-designed lap swim pool was lukewarm rather than piping hot. It certainly would have been great to relax longer if at a hotter temperature.||The beds are really comfortable. Being able to watch TV in the living room or the bedroom is added luxury. ||Immediate access to an outside phone number could make it easier for family and friends to make direct calls to reception and be put through to the room. Any request for housekeeping or reception I made was promptly answered and addressed. ||There is every reason for me to want to go back and stay there again on my next visit. It spoke to me. I felt uplifted by the space that had everything I needed right there. The hotel aligned to my sense of luxury and efficiency without breaking the budget. There were some hidden gems in the package that included a $50 credit. ||I highly recommend...

We had multiple issues with our 7 nights stay. Which some has been addressed and fixed immediately. One thing we do recommend to confirm check upon arrival or when booking.Lack of view - we’ve booked the 1 bedroom premium room. From the pictures it looked like floor to ceiling big windows with open view but we were assigned to a room situated in the heritage floors (2nd) which the windows are 1.5m high so have to tippy toes to see the view. Limited sunlight also, bathroom has no window. Issues we encountered1) hall way light - wasn’t working on the first night when we checked in at 11pm. We couldn’t even find our room number cause it was so dark, we used the torch on our phone. Wasn’t a nice first impression if you are scared of dark hallways. The sensor was fixed the next day. 2) phone wasn’t working - so we couldn’t contact the front desk. We got in late with a toddler, so we put on ‘do not disturb’ sign but someone banged the door at 8am, to reach us to ‘fix the issues’. Not sure why can’t they just slip us a note under the door. 3) so many flies - the breakfast restaurant have serious pest issues. There were more than 10 flies flying around the buffet and the tables. We didn’t feel comfortable eating there after one visit. The whole duration of the meal, we were waiving off the fly. Major hygiene concern! 4) housekeeping was very average, barely cleaned the room daily. Only made the bed. 5) overall the staff were all friendly, special appreciation to the male staff at the breakfast room. The lady duty manager didn’t seem friendly, carries an attitude and likes to talk over you. Location is great, round the corner from the tram line. Will I stay again, most likely not. Feels more like a 4 star hotel,...