Pan Pacific Perth — Restaurant in East Perth

I think this review is a series of unhelpful events that happened at Pan Pacific Perth. I travelled here with my mum and aunt after booking our whole Australia trip through Trailfinders. The hotel is in a good location and a 20min walk to the city centre and shops.

Upon arrival we checked in only to be told we had one night booked rather than the three nights booked through Trailfinders. This was not a great start to our holiday having only just got off the plane in Perth and a bit of a shock. We luckily printed out the Trailfinders confirmation and gave this to the receptist who checked with her manager. They then confirmed it was an issue their end and we did indeed have three nights. The concierge took up our bags to one of the newly renovated rooms. Very nice, one kind size bed and zero other space. There was no room for a third bed. I went back to reception to say this was too small and we had booked for three people. It would be a hazard if there was an emergency and we needed to leave the room quickly. The receptionist then showed me an outdated twin room that was not that much bigger and would still need a roll bed and also two excistive rooms but these would cost me $50 or $80 per night to upgrade. I thought I'm tired and this is a once in lifetime trip so I'll pay the extra money for the upgrade. Still needed a roll bed though as you'll see in the photos (and this was the most horrible bed I've ever slept on, sunken in the middle and my back is killing me now). We booked a triple room but the hotel could not provide this.

However, my mum was not happy I'd paid and so back down we went to see the manager. He said he'd refund me the upgrade fee I'd paid (or I could have free evening meals at their club lounge but as we had meals booked this was worthless to me) but finance had all gone home and because I'd paid contactless for some reason this meant he couldn't refund me via the card machine (which I find odd as I've done refunds that way before). So instead they had this whole very strange and slightly dodgy process of photocopying my card (back and front) and my ID just to give me a $150 refund. Very odd and I still won't receive this refund for up to 6 business days. I'm sure they'll say in their reply this is company policy but I've never had a hotel photocopy my card, let alone my ID too. For all the above palava we got two drinks vouchers.

The room itself was okay, very outdated, no tea or coffee making facilities. Mini bar which we couldn't even use as roll bed blocked it in. Bathroom was good, bath and walk in shower but the shower was very pitiful, the size of a barrel hairbrush. Useless for washing hair or much else for that matter. The aircon also didn't change temperature very easily and the room phones didn't work, which caused issues later on.

Breakfast was good, understaffed, the one chef doing eggs and omelettes is very over worked. Machine coffee was drinkable but not great.

The hotel bar was nothing to shout about. The first night we used one of our drinks vouchers (not much drink choice for non-alcoholic drinks with these vouchers) and got some food. We waited about 30 minutes for the food, the waiter came over and said sorry for the wait and gave us another round of drinks to apologise.

We had drinks here on our last night and there was no hot drink option at 9pm when we ordered. The bar also closed at 9:15pm.

When it came to reconfirming the taxi, our room phone didn't work. The concierge said he couldn't make outside calls and got us a different number to try for the same company. Didn't work. The concierge then said I'll call it for you (despite earlier saying he couldn't make outside calls) and proceeded to confirm our taxi and also seemingly on a first name basis with the taxi company/driver. It was just another example of unhelpfulness we experienced.

TLDR: pros - good area, nice breakfast with good selection. Cons - unhelpful staff. Couldn't provide the room we'd supposedly booked. Dodgy refund process. Understaffed. Bar not great, no hot drinks after 9pm,...

We don‘t recommend this hotel at all and don‘t understand how it has a 5 star rating. We did arrive earlier than the usual check in time, which could be why there was no one at the door to help us with bring all our luggage in, but Como The Treasury and Ritz Carlton are also 5 star hotels and there was always someone there no matter what time we checked in who immediately helped us with our luggage. When we arrived at the check-in desk finally concierge came to help put all the luggage on a trolley to take to our room. We rang in advance to ask if we could pay in cash to avoid the credit card surcharge and were told yes as long as we pay upfront upon check-in. We had the correct amount for the room with us, however were then told an extra $400 bond is required when paying by cash. Why didn‘t the person on the phone tell us about this? We were then assured that they won‘t charge the credit card fee if we pay by credit card where the bond is $200 instead. So we agreed, but guess what - at check out they charged us the credit card fee.

The room is quite small compared to all the other 5 star hotels we have been too, and this time during their renovations is definitely not the time to stay there if you‘d like an afternoon nap, because there are drilling noises between 7:30 - 17:30… Also the pool is quite small and is supposed to be heated, but it was quite cold. It is on the ground floor and theoretically anyone from outside could go to the pool - this is unlike the Crown where they make sure to get your room number before letting you access, or at Ritz where you need to swipe your card to access. Also the other 5 star hotels feature spas and sauna/steam rooms too which this hotel didn‘t. The only reason we did book this hotel is because of an event held at the hotel itself so out of convenience we decided to stay there. The location and some of the friendly helpful staff are the only positives of this hotel. At the event we were at there was a 3 course dinner with drinks package, however there wasn‘t always someone at the drinks bar to help so there was quite some waiting around to get our drinks. I only realised too late that my entree was missing the crackers and don‘t understand why they didn‘t notice it in the first place and give me a plate with the complete entree on it - I only realised because I like taking photos of my food and saw other people had crackers which I don‘t remember eating and then looked back on the photo to see mine hadn‘t come with any. I guess I was already frustrated with many things about this hotel that I didn‘t bother to ask about it and decided to focus on the event itself more than the food, but this is just another reason why I don‘t understand how this can be a 5 star hotel. The lift made a beeping noise in the background and didn‘t seem to get fixed. We locked the safe, made sure it was locked properly and then to our horror when we returned to unlock it the lid was already wide open by itself! The pillows were very uncomfortable too - they didn‘t seem to have pillow menu like other 5 star hotels do. The buffet breakfast costs $42 per adult and was very disappointing for that price. There was no where near the selection and quality of food like the breakfast buffet we had Ritz’s Hearth for $45 at Crown‘s Epicurean which only costs a couple dollars more. The price didn‘t include barista made coffee like the other hotels offer or waiter deliver your fried eggs/omelette - instead you have to keep an eye out and come back to pick it up yourself. That‘s not what we expect at a 5 star hotel. We definitely don‘t recommend staying here and will definitely not...

Absolutely the worst hotel experience I’ve ever had anywhere in the world and I have 100+ stays a year with elite statuses with GHA Titanium, Hilton Gold & Marriott Titanium.

Firstly, when I had visited last year, the hotel was under refurbishment so only some of the rooms had been updated. We arrived quite early in the morning so we had to pay for an early check in, which we did considering we had a red-eye and just wanted to sleep. I am a GHA Titanium member and was “upgraded” to a large but very old room that overlooks the roof of the porte cochere. I was too tired to fuss about this so I just went straight for a nap. After I woke up, I had found rashes all over my body and my nose was stuffed - I have an allergy to dust and this happens in dirty rooms. When I informed the team about it and after some back and forth, I went to the front desk for a room change and Nathan, the duty manager, made snide comments about my allergic reactions being “very strange” and was interrogating me about if i ate anything (I hadn’t since like 12 hours ago) or if I went anywhere. When they assigned me a new room, it was just a standard room, and my upgrade entitlement was overridden entirely. Instead of showing concern and providing compensation, the hotel decides, “no, let’s downgrade him and try to push the blame on anything else”.

Fast forward a couple of days, and we were celebrating my partner’s birthday in the hotel’s restaurant with another friend who was traveling with us. I informed them twice about the birthday and also put a note in the reservation but no wishes or birthday dessert despite a few other tables receiving them. After confronting the manager about it, she apologized and promised to make it up to us by providing an amenity to our room and would contact us for it. Till the next evening, nothing at all.

Following this non-action, we were out for a Swan Valley wine tour and returned to find one of our bags missing. Turns out, housekeeping had thrown it away! Most ridiculous thing, the dirty plates was still sitting on the table since the day I checked in. Housekeeping team was ridiculously incompetent and I had to provide instructions for them to come back to us with what they found after going through the trash. Then, another one of the managers came with housekeeping and accused me of “abusing” their staff - since when is being stern and providing instructions for people who have no idea how to do their jobs supposed to be considered abuse?? I did not use any vulgar language or demean them. The person also had a non-native English accent so I asked if they spoke English - I speak multiple languages so thought it might be easier to communicate in another language. According to this haughty manager, it was inappropriate - he was a white American and only speaks English while I’m Asian who speaks 5, tell me what’s more inappropriate in this scenario. Anyways, for all the trouble, he offered to comp our dinner but only after a long back and forth argument and the hotel still refusing to accept their gross incompetence but rather just claiming things were overlooked. Ridiculous.

Also the location is pretty bad. Close to nothing and don’t see any amenities in the immediate vicinity. About 15 mins walk to the city. The CAT is also a walk away.

If you’re someone who appreciates good customer service or want to feel valued as a premium loyalty member DO NOT STAY AT THE PAN PACIFIC PERTH! I’ve stayed at The Westin and Hilton before and they are SO...