Pullman Melbourne Albert Park — Hotel in Melbourne

I was at the Pullman Albert Park from the 21st to 25th April 2024. Prior to this stay I had holidayed at many Accor brand hotels across Brisbane and Canberra without too many issues (I won't say it was all flawless). During my stay in Pullman Albert Park I was very disappointed with my stay. While the overall hotel was acceptable, I had a few issues which I am describing below:: on the website, Pullman advertises parking as been $25 per day (which being situated in the heart of Melbourne is a very reasonable rate). It was only when I got to the hotel I found out that the $25 advertised wasn't actually $25 per day but $25 per exit (ie every time we leave the hotel we would need to pay for parking upto a maximum of $25). Therefore the only way to ensure it remained $25 per day was to take the car out only once a day. The other way to avoid this is to choose valet parking which was $45 per day. I think this is deceitful advertising - if you are going to put a condition of single exit, then clearly mark it in the pricing guide so we are properly informed about the full costs we deal with. The staff were also quite deceptive when I asked for some clarification. As an AccorPlus member, we are entitled to 50% discount on meals in the hotel restaurant but as I subsequently found out this discount does not apply on public holidays. I was very annoyed because I had asked staff over three days in the lead up to our departure date of 25th April whether breakfast would be covered under the 50% discount rule and at all times I was informed that the discount would be applicable on the 25th April. When we did attend breakfast on the 25th April (our date of departure), we were told at the entrance by the staff that since it was ANZAC Day, the AccorPlus discount wouldn't be applicable. While I don't mind the rules been applied (because this is in the terms and conditions), I think it is atrocious that all the staff who I had asked about the fees in the lead up to ANZAC Day did not inform me the non-applicability of the discount for public holidays (I'm not a lawyer and I don't learn all the terms and conditions off by heart). This either means that the staff weren't trained properly or more likely (given the number of staff I had dealt with) they just intentionally misled me to trap my family to paying for the full buffet breakfast. Needless to say, we did organise breakfast at an alternative location later in the morning. Our room was not cleaned on our third day at the hotel. When I spoke to reception around 4pm about getting my room cleaned, the reception advised that the staff were still cleaning the rooms and ours would be done. However when I had checked upstairs, the cleaners had already packed up their things. While the room was cleaned after my request had been made, it was very annoying because the room would not have been tidied up if I hadn't raised this request. Apart from this, we also had issues with the refilling of coffees and milk supplies (we always had to call up for more milk and coffee pods). This however did not stop the staff from checking up our minibar every day to ensure they could charge us for anything as applicable. While I have heard of bad experiences within the Accor group before, to date my previous experiences were not bad till this instance. I can now confidently claim to have had a terrible experience with Pullman Albert Park and the...

Disappointing Stay – Falls Well Short of 5-Star Expectations

I recently stayed at the Pullman Melbourne Albert Park and, unfortunately, it did not live up to the standards expected of a hotel claiming a 5-star rating.

To clarify, I originally booked the Mercure (located within the same complex), but upon check-in, I was “upgraded” to the Pullman, with the explanation that it was the more premium, 5-star option compared to the Mercure’s 4-star status. In truth, the experience felt more in line with a 3-star property — at best.

Arrival & First Impressions There was no assistance with our luggage upon arrival. We were left to carry our own bags to the room — a seemingly small detail, but one that matters when a hotel markets itself as a premium experience. It set the tone for what would become a noticeably underwhelming stay.

Room & Facilities The room lacked the basic comforts you’d expect for even a mid-range hotel. For two guests staying multiple nights, we were provided just four empty coat hangers and no drawers or shelving to unpack, meaning we lived out of our suitcases the entire time.

The bathroom was particularly disappointing. It featured an outdated shower-over-bath setup, which was both impractical and awkward to use. The space clearly needs a full renovation. Fixtures were worn and poorly designed — the vanity mixer tap was set so far back from the basin that water would constantly splash onto the counter, creating a mess and inconvenience.

Amenities were bare-bones. No toothpaste was provided, and what we did receive came in a tiny satchel, good for only a single use.

To make matters worse, the phone in our room wasn’t working. My husband had to go down to reception while I was washing my hair to request an additional towel, a hair dryer, and more toothpaste. He was handed a dental kit from behind the counter, which suggests this is a frequent request — but the towel and hair dryer were never delivered. I later discovered a hair dryer stored in the wardrobe above the safe, but no staff member informed my husband of this when he asked.

Dining Experience One of the few highlights was the breakfast buffet, which offered a decent range of options. However, even this was let down by poor service. I ordered an omelette, which arrived undercooked with visible raw egg on the plate. I politely asked for it to be cooked a little longer — the staff agreed, but never returned with it. There was no follow-up or explanation, so I gave up waiting.

Check-Out Issues Upon checkout, I returned my room keys and was told the final bill would be emailed to me. Once home, I noticed I had been overcharged by $14. While it’s a minor amount, it’s the principle that matters. I contacted the hotel, and they agreed to refund the amount to the card they had on file — which raised a separate concern: why that card was still on file after checkout.

Final Thoughts Would I return? No. Would I recommend the Pullman Melbourne Albert Park? Sadly, no.

This property fell well short of the service, facilities, and attention to detail expected of a 5-star hotel. It needs significant improvements to justify the...

I recently stayed at the Mercure Melbourne Albert Park, and as a loyal Accor member, I was incredibly disappointed with my experience. This stay fell far below the standards I’ve come to expect from Accor properties.||First Room: The first room I was assigned was completely unacceptable. It was filthy, with mould and grime in the bathroom, stains on the desk and coffee table, and badly chipped paint. The lack of basic cleanliness was shocking.||Second Room: After reporting the condition of the first room, I was moved to a second room. While it was cleaner, it had serious issues: the shower flooded every morning, and the air conditioning didn’t work, leaving the room uncomfortably warm.||Additional Room: During one of the weekends, I booked a second room. Unfortunately, this room also had cleaning issues, and like my second room, the air conditioning was non-functional. These problems clearly reflect broader issues with maintenance and cleanliness at the property.||Room Service: The daily room service was mediocre when it happened. However, on several days, my room was not serviced at all, which was unacceptable.||Post-Stay Issues: After leaving, I reached out to Accor to resolve an overcharging issue, but I have yet to receive any response. When booking, I was incorrectly advised that my Platinum membership did not include free breakfast, so I purchased a package with breakfast included. Later, I discovered that breakfast was included with my membership, and I contacted Accor for reimbursement of the additional cost incurred due to this incorrect advice. Despite multiple attempts to resolve this, I have been ignored, which has been both frustrating and unprofessional.||Lobby Experience: While sitting in the lobby, I felt uncomfortable, as I got the impression that some staff members were talking about me. I could see them looking over, quickly looking down when spotted, and then continuing their conversation. This behaviour, whether intentional or not, created an unwelcoming and unprofessional atmosphere.||Service – The Saving Grace: The one highlight of my stay was the team at Windows Restaurant. They were consistently amazing and friendly every morning, providing exceptional service that stood in stark contrast to the rest of the hotel experience. Their professionalism and warmth were greatly appreciated.||Facilities and Value: While the hotel is conveniently located near Albert Park, this doesn’t compensate for the poor room conditions, non-functional amenities, inconsistent service, and lack of post-stay support from Accor.||Overall: As a loyal Accor member, I expect far better from an Accor property. This stay was extremely disappointing, with the wonderful team at Windows Restaurant being the only saving grace. The combination of cleanliness issues, maintenance failures, post-stay frustration, and unprofessional behaviour from some staff has left me disillusioned with this property. Significant improvements are...