This was a terrible experience, arguably the worst I've had at a five-star chain hotel. I will never prioritize any Hyatt-branded hotel again. The ordeal began the moment I stepped out of the car. The concierge service refused to assist me: I stood at the entrance, and a Black concierge asked if I was checking in and needed help with my luggage. I clearly stated I was checking in and explicitly said, 'Yes, please help me with my bags.' The concierge then went on and on about how I couldn't check in yet and couldn't help me with my luggage, not even bothering to lift my twenty-plus-pound suitcase up the steps to the hotel entrance. I had to lug it up myself while he stood there watching the entire time. Even if it wasn't his job, any decent, kind, and well-mannered person would offer a helping hand, right? But he just silently watched me struggle. 😅
Secondly, after checking in, the room's soundproofing was poor. I called the front desk to ask if I could switch rooms, and they helped me move to another one. However, the front desk gave me a connecting room (my room had a lockable door leading to another room). Because I was in a hurry to leave for a dinner reservation, I didn't realize until I returned to the hotel that the connecting room was not okay. I requested to change rooms again. Subsequently, at 11 PM, I was moved to a low-floor room with an obstructed view. When I asked if there were any other rooms available, the hotel claimed there weren't, even though rooms of the same type I had booked were clearly available on Trip.com and other booking websites. (It was obvious the front desk just didn't want to help me change rooms again.) Yet, the next morning, the front desk called and woke me up, offering a room with a better view. But when I moved, I found absolutely no difference, either in room size or view. 😅 I was needlessly woken up and had to pack and unpack my luggage three times in one day, moving around within a hotel that charges the same price. The most ridiculous part was that at 9 PM that night, due to a guest upstairs not closing a faucet properly, there was a continuous dripping noise. I complained to the front desk, and they sent a maintenance worker up. This worker actually looked me in the eye and said he couldn't hear any noise! He denied and disregarded my perfectly normal feelings and complaints! I was being gaslighted in a five-star hotel! I repeatedly confirmed with him that there was indeed a dripping noise, but he still insisted he couldn't hear anything. When I asked him to leave my room, he even accused me of being rude. 😅 (Dude, I asked you to come fix something, and you say you don't hear any noise. Am I supposed to invite you to stay for tea instead of asking you to leave??) Finally, I called the front desk again to report that their maintenance worker claimed there was no noise in my room, and I asked them to come up and listen themselves. Two staff members came up and confirmed there was indeed a noise. At this point, the rude maintenance worker's ears suddenly started working, and he began looking around, trying to do something... So, was his earlier claim of not hearing anything just because he didn't want to work? I then stated that if the hotel couldn't resolve the dripping noise issue that night, I would leave and stay at another hotel. Only then did they take it seriously. They eventually called me to inform me that they found the noise was caused by an upstairs faucet not being closed properly.
This was an incredibly absurd, suffocating, and speechless experience. I've stayed at so many hotels and never encountered anything so preposterous. It completely ruined my good mood in Melbourne. I absolutely do not recommend anyone stay at this hotel. Its location is good, with a popular croissant shop opposite in the city center, and the beef burger in the lobby bar was quite tasty with a unique shredded beef patty. However, the hotel service is truly awful... It's just too ridiculous. They really need to train their staff better. When the hotel staff apologized to me, they even said their hotel building was older and that noise was normal, asking for my understanding. 😅
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