The Ritz-Carlton, Melbourne — Hotel in Melbourne

The hotel is very nice, modern. we really liked the design of the hotel.

At the very beginning, we were greeted by very nice and polite staff at the entrance. very nice concierge.

We were taken to the lobby where the reception desk conducted our check-in. After my previous request, due to my bonvoy status we received a room upgrade - high praise for the reception desk, very good, friendly and efficient service.

The room itself was very spacious on a high floor, with a great view, we really liked its design.

Unfortunately, that's where our positive feelings about this facility and its service ended. The first impression of the room was very good, unfortunately after examining it you could notice a lot of dust in various places. The next day we left the hotel and returned to it around 4 p.m. The room was not completely clean, I noticed it and asked the staff to clean the room while we went to the SPA area. At the same time, the staff informed us about the hours of room service. They asked us what hours were best for us. I informed that 1 service could take place between 10 a.m. and 3 p.m. and the next one around 6 p.m. We returned to the supposedly cleaned room, convinced that this was a one-time situation - under no circumstances would such a one-time situation be a problem for us. Unfortunately, upon arrival it turned out that the room itself was not completely clean and that, among other things, wine glasses were not replenished. I asked the staff to report it. of course it wouldn't be a problem if it was a one-off, unfortunately exactly the same situations occurred every day, literally every day until the day of our departure. Every day I had to ask for basic things that were in the room at the very beginning. The service was never performed at the hours I requested, it was not even performed at the hours announced by the hotel. One day we came back after 4 p.m. and the room wasn't clean either, we had to wait at the pool. After my comments, the hotel apologized but did not correct the situation throughout our stay. The accumulation of dissatisfaction, strangely enough, turned out to be the hotel's apology. Due to my status, I got a late check-out - at 1 p.m. whether I had been informed about it in advance. As an apology, the hotel offered us three pieces of cheese with our drinks at the bar and the service manager suggested we check out at 3 p.m. instead of 1 p.m. - she gave us 2 hours oh sick..., everything would have been great if it weren't for the fact that we were drinking in the pool on the last day around 10-11 a.m., wanting to return to the room, the hotel cut off our access to the hotel cards and the room... so, in my bathrobe, I was stuck in the elevator where I was unable to book a floor because the card didn't work, the elevator only went to the lobby full of hotel guests. it was very humiliating being only in a bathrobe. I spent time riding the elevator in my bathrobe, looking for someone to order an elevator to the floor where my room was located, which I couldn't get to anyway since the cards stopped working - luckily, my partner was inside and opened it for me. It was a very humiliating situation for me, which I informed the hotel about and they did nothing about it. Questions arise: why does the hotel inform about service hours, or even ask about convenient hours for its guests, if it does not comply with them at all?

We wasted a lot of time due to the service - I have never experienced this in any hotel. and apparently it's the Ritz....

They extend check out until 3 p.m. and then cut off access to the card at 11 a.m.... sick.

I believe that such situations should not occur in a hotel that is considered luxurious.

The service staff should definitely undergo training, everywhere else in Australia we have experienced service of the highest standard and with a great smile and courtesy, unfortunately not here.

A most disappointing stay, filth,...

From a first look, the hotel presents a favorable appearance. The scenic view is impressive, and the à la carte breakfast offerings are expertly prepared. Yet when inspected closely it becomes apparent the whole thing was poorly put together.

The rooms are lavishly built but not without some deeply concerning flaws: 1) The existing blinds offer insufficient protection from sunlight, necessitating the use of curtains to mitigate light infiltration through gaps. Furthermore, the current curtain system lacks intermediate positions, operating solely in fully open or fully closed states. 2) Room temperature is poorly regulated. Despite closing the curtains and setting the air conditioning to auto mode at 21 degrees Celsius, the room temperature experiences significant fluctuations, often becoming either excessively cold or warm, influenced by factors such as the time of day and direct sunlight exposure. 3) The restroom facilities are standard, lacking both heating and bidet features. It is worth noting that even properties considerably older, such as the Langham Melbourne, which predates this modern establishment by over three decades, have incorporated contemporary toilet systems in their guest accommodations. Other Marriott properties in Melbourne, such as the W, have also done that. 4) Additional minor issues experienced during the stay were the presence of a loud, wind-like noise emanating from the closet, which was disruptive even with the door closed, and a poorly designed shower area, where it was easy to stub one's toes.

Service while in general was nice but hard to justify as suiting a brand like Ritz-Carlton. Check in was sluggish, failure to address many things such as if breakfast and hotel credits are included. In my case I had to bring it up myself. This is also the case during check out. No greetings whatsoever on the first floor nor in the lobby when arriving with a suitcase.

Moreover, this establishment faces a major operational hurdle: its restaurants, popular for their stunning views, are consistently overrun by external patrons. This often leaves hotel guests struggling to find a seat, as there are no dedicated dining areas reserved for them. Their solution? A steep $10 delivery fee for in-room dining. So, unless you booked your restaurant reservations weeks in advance, you're pretty much out of luck. Don't expect the hotel to go out of their way for you; they're clearly driven solely by profit, no matter the source.

The general attitude among the staff seemed to be one of indifference, as if they were merely serving external restaurant patrons. As a hotel guest, I felt like an unwanted addition that only increased their workload, resulting in a palpable sense of disdain from their side.

Even though my primary concerns lie with the more significant flaws in the room's design, and I'm not typically overly critical of service, the sheer insolence displayed by the staff was truly infuriating. It overshadowed all other issues. Even other hotels in Melbourne appear to provide a way superior guest experience.

What a shame to give this one a bad review while having taken so many stunning photos during the stay, guess I should have just booked the...

Was thoroughly unimpressed with this experience. I ignored the warning signs because I attempted to make a reservation when they first opened and their online booking system wasn’t set up correctly. I had to follow them up like five times, I mean if you’re positioning yourself as a six star hotel perhaps that something you should check is functioning yet alone wait for a customer to continuously chase you. It was finally resolved and then a few weeks later my booking was cancelled as they claimed they weren’t ready to commence high tea even though they advertised it online with a menu and had taken my credit card details for the booking but nevertheless they assured me they would reach out when it was up and running. Spoiler alert they didn’t. Regardless I made my own booking upon realising it was now being offered and the service could not have been more inattentive.

We had to flag people down and request tea, the food was so slow between courses we almost got a parking fine despite advising them we needed to leave and could they please bring the next dish out. Eg the timing between the savoury and sweet course was 45 minutes. This is unfathomable to me as the menu says just baked scones so after that lengthy time I am expecting just warm from the oven but they were cold so why on earth the delay.

We almost walked out before the tea trolley as it had been over 2 hours and we had an appointment but then it came on a tray so not sure what the trolley was referring to, we were told the madelines were in the oven and hence the delay but again they weren’t warm so it’s clearly just incredibly disorganised. At $110 tea and coffee is meant to be unlimited but we were charged $6 additional for tea so I assume some teas were excluded from the inclusion but no one bothered to explain that to us.

The view is impressive and given it’s on level 80 and the tallest building in Melbourne that is expected. But the experience was incredibly disappointing and the food was very lacklustre. They are trying way too hard to be fancy with the caviar and duck and crab they have deviated from tradition. High tea should be served on a tier and there should be sandwiches in addition to baked savouries. I can honestly say there was not one item other than the aforementioned scones that I would eat again, and even those were nothing special. I did make my feedback known (and I had to really press the point as at one stage the staff member I was complaining to walked off in the middle of my explanation) and they did eventually offer a discount which I appreciate the gesture of but frankly given the prestige of the chain this was woefully below...