The Como Melbourne — Hotel in Melbourne

Disappointing Experience at What Should Be a Premium Hotel – 4/10

We recently stayed at The Como Melbourne, and while the hotel looks great on the surface and is in a fantastic location, the experience was let down by poor communication, disorganisation, and a lack of genuine hospitality — especially for a hotel that markets itself as premium.

Room Booking Issues & Lack of Communication We booked a room with a bath — that feature was important to us. Upon check-in, no one mentioned any changes. We were simply handed the key and sent on our way. When we got to the room and realised it didn’t have a bath, we called reception and were told we’d been “upgraded.” That might sound positive, but in reality, we lost the very feature we paid extra for. There was no apology, no prior communication, and no option to decline. It felt careless and dismissive.

The Room Itself Was Fine — But Not What We Paid For The room was modern, spacious, and clean, with a very comfortable bed — no complaints there. But again, it wasn’t the room we booked, and calling it an “upgrade” doesn’t justify taking away something we were expecting and had selected specifically.

Poor Service & Lack of Attention to Detail Reception staff were polite but clearly disorganised. No one seemed aware of the booking details, and no effort was made to make us feel welcome or informed. We weren’t told anything about the hotel’s facilities, weren’t asked about preferences, and weren’t offered any assistance. The service felt transactional and indifferent, not warm or premium.

Reception Hard to Find Even finding reception was frustrating — there’s little signage, and the hotel shares a building with other businesses. We saw other guests wandering around confused as well. A simple map or better instructions in the booking confirmation would’ve helped.

Parking Payment Mix-Up We had pre-paid for off-site parking, but upon arrival were told we’d need to pay again unless we could prove it. Luckily I had the receipt, but this added to the feeling of poor internal coordination.

The Location Is the Highlight To be fair, the hotel’s location is excellent — right on Chapel Street, close to shopping, dining, and public transport. If you want a central, stylish area to stay in, this is a great base.

Summary The Como Melbourne has potential, but the service and communication were below the standard expected of a hotel in this category. We didn’t get the room we paid for, weren’t informed of changes, and didn’t feel particularly valued as guests. At this price point, basic professionalism and guest care are expected — and we didn’t experience that.

Pros:

Great location near shops, restaurants, and public transport

Room was clean, quiet, and comfortable

Easy check-out process

Cons:

Didn’t receive the room we booked (no bath)

No communication about the room change

Staff felt disorganised and impersonal

Reception hard to locate

Pre-paid parking almost charged again

Overall lack of attention to detail and guest experience

We won’t be rushing back when there are many other hotels in Melbourne that offer both luxury and reliable...

From the moment I arrived at The Como Melbourne – MGallery, I knew I was in for something special. Perfectly located on the iconic Chapel Street in South Yarra, the hotel blends sophistication with a warm, welcoming energy that makes you feel right at home.

I had the pleasure of staying in a Junior Suite, which exceeded all expectations. The suite was spacious, beautifully designed, and thoughtfully appointed featuring a king-size bed, a luxurious spa bath, and something truly unique: a private office. As someone who travels frequently for creative work, having a dedicated and elegant workspace in-room was a rare and incredibly valuable feature. It made my stay not only comfortable, but also highly productive.

Mornings started perfectly at The Brasserie, where breakfast is à la carte with eggs made to order and served in a cozy, refined setting. The ambiance was relaxed yet upscale ideal for easing into the day.

One of my favorite spaces was the heated indoor pool. The retractable roof lets in beautiful natural light, creating a calming yet stylish atmosphere whether you want to swim, relax on a chic sun lounger, or simply enjoy the peaceful energy of the rooftop space. A hidden gem in the heart of the city.

Throughout the hotel, the interior design and curated artworks reflect a modern, understated luxury. The decor is elegant, sober, and incredibly well-executed completely aligned with my personal taste.

The staff were attentive, professional, and always eager to assist from check-in to housekeeping, every detail was seamless. Whether you're visiting for business, leisure, or a bit of both, The Como Melbourne is a true sanctuary. The level of comfort, style, and service is genuinely impressive.

I wholeheartedly recommend this hotel to anyone looking for a premium and memorable stay in Melbourne. I can’t wait to return !

An...

Me and my misses stayed here for a night away from the kids, first time visiting a 5 star establishment and here is our honest review.

Location is prime, pretty much close to anything and everything. The service from staff was as expected, friendly greetings and intros, clear instructions for finding the room and using amenities. No faults at all. The hotel itself however, not what I was expecting of 5 stars. The advertised "garden view" didnt exist as you can't see over the side ledges. There was visible mould in the bathroom and shower and the toilet seat probably needs replacing. Spider webs,cobwebs and even a potential spider nest in the corners and ceiling, the air vents are putrid, under the bed appears to rarely get cleaned/vacuumed, no bin liners in any of the bins, no free chilled water readily available in the room and minibar prices seemed fairly exorbitant ($8 for a small coke). There was however included towels,toiletries and a super comfy robe aswell as a 50c pair of slippers. Oh and the rubber ducky. Our room on the top floor also had a tiny balcony however im not sure if it was supposed to be accessible as I only managed to get 1 door open and the other door appeared to be welded or something.

We had room service for dinner with mixed opinions. She said the steak tasted great but the presentation and quantity for the price, questionable.. I had a Parma which was decent but included cold stale fries on the side. The last thing we used was the pool. Which is enclosed and not necessarily "rooftop" perse. Pool area wasn't very tidy and had other guests dirty towels lying around although the pool was empty at the time.

Overall it was a pleasant experience that we enjoyed, but definitely didnt live up to the expectations of what would be 5 star in my opinion. Would we stay there again? Probably...