Sheraton Melbourne Hotel

From the moment I arrived I was greeted with a feeling of‘Welcome Home’. I had not stayed here before but was greeted with honest warmth and care. I was in Melbourne as my wife had been admitted to hospital and the staff we so genuinely concerned and caring. I can’t recall another hotel experience that could exceed the outstanding service provided by the staff. Of special mention were the room service gentleman and Yedda at breakfast who was so helpful, polite and truly caring for my needs. Staff like this are the product of good management and leadership so my congratulations go to them as well. I would highly recommend this most outstanding hotel. Not just for the wonderful facilities but for its world class hospitality.

UPDATE: The hotel received my feedback and the Operations Manager Timur was very prompt on getting the scum and mould on the tiles cleaned. It’s like brand new. I have re-rated my review. ================================= It bothers me so much that I have to write a review at 0127 hours for the average $400 per night that I am paying. I was upgraded to a king room on a high floor with city views. The good parts: I was greeted with a glass of white wine at reception. 1) The room size is generous. 2) The bed is comfortable enough. 3) At first glance, the room is well-appointed. 4) There are luxurious robes provided for guests. 5) You can cast or mirror your device to the TV to watch your favourite streaming app. The bad parts: 1) The casting of the TV took several attempts. 2) On closer inspection, some of the furnishings in the room are not well maintained. There are a lot of chips and scratches. The wardrobe cannot shut properly and you can tell that other guests have tried to force the wardrobe doors shut and thus the chips. 3) They still use plastic laundry bags. Most Marriott Bonvoy properties around the world provide a recyclable laundry bag. 4) The cabinet below the TV that contains the fridge and coffee & tea amenities is also not well maintained with chips. 5) There is no minibar - you have to choose from different boxes (sweet box, salty box) etc via a QR code. 6) There are only 2 bottles of water provided - does one have to QR code for more water? 7) I checked in late and had to order from the late menu for something to eat. QR code and an extra delivery fee of $8! It is uncertain if the delivery fee is charged before 10.00pm. The late menu is incredibly limited. 8) The bathroom at first glance looked lovely but the scum and mould around parts of the tub and in the shower are disgusting. My bathroom at home is cleaner. Refer to photos for mouldy grout. I think of 3-star hotels. Very disappointing for the price I have to pay.

I stayed at the Sheraton Melbourne and was impressed by the great location — right in the heart of the city and close to the beautiful Treasury and Fitzroy Gardens. I was given a double corner room, and the views were amazing, especially at sunset. However, the overall experience was disappointing due to the service. The staff came across as unfriendly and unprofessional, which unfortunately did not meet the usual Marriott standards. I was surprised to find that the bed sheet was dirty upon arrival, and the bathtub drain lid was faulty, making it difficult to empty. The room itself wasn’t very spacious either. While the location and view were highlights, the service and cleanliness left a lot to be desired. Management and the team could definitely improve to meet the expectations of a Marriott property.