Grand Hyatt Melbourne

We are two girls travelling together during school break. The hotel did not provide a safe environment for us. We specifically request to not have our room near the fire exit. But the hotel arranged our room right next to fire exit. We complaint about it but we are still assigned with room next to fire exit. Staff attitude was not good either. They showed that they were annoyed and laughed at my broken English. We also found that the bedsheet was not clean, still had hair and dark spots on the sheet. We requested for change and went outside to explore the city. When we came back, nothing changed. They didn’t do anything to make change. We told trip.com about the problem. The hotel called us and their response is quite passive aggressive. Late at night, we also have a problem with noise. We informed both trip and the hotel. We shorten our stay from 3 nights to 1 night. The hotel response to noise problem is weird as they sent security team to neighboring rooms. Eventually, around 12.30 am, we couldn’t take it anymore so we asked if we can at least change room. The hotel took such long time and it took us many effort to make them show us the new room. However, the new room wasn’t much different and as we check the bedsheet is also stained and has hair on it- it’s not clean. The Indian staff accused us of putting our hair on the bedsheet to fake the evidence. This is outrageous and not respectful to customers. We did nothing at all but were wrongfully accused. He also intimidated two girls like us. He also warned us that the hotel will not give us refund of 2 nights stay. This is outrageous as trip.com already approve our refund. It seems like he want us to have fear and anxiety about this issue. The staffs have not been respectful to us at all and we cried during the night. Overall, facilities here are outdated as the hotel has been around over 60 years. It is more like 2-3 stars hotel/ guesthouse in China rather than matching the standard of 5 star hotel. There is persistent noise problem during the night and early morning. The Aircon is loud and has burning smell. There’s a nude photo of a woman in the toilet which is very weird and disturbing. We didn’t go for the breakfast that we bought as we read the review and many people have said they got food poisoning after eating it. We can also hear the noise from the room next to us and there’s really a person vomiting in the next room at 10 am. The hotel leaves a traumatic experience for us at the start of our Melbourne trip.

Really enjoyed our stay. As we were from the country, we were unaware of the rules of on site parking. Due to our arrival time we were charged $148 for the first night. This excessive cost reduced our overall rating.

Reception is seriously undermanned. Long waits at ALL time.