W Melbourne

The rooms were clean, comfortable and well equipped, but it was the staff who really made this hotel stand out. Everyone was friendly, helpful and very accommodating. They went out of their way to deal with my requests and issues, and did it quickly. I’d definitely recommend the W Melbourne and plan to stay again. Special thanks to Margo and her staff.

We had a good time and loved the moody, sophisticated interior design and the indoor pool, which is open 24 hours. The team marked our wedding anniversary on the second day with an unexpected surprise, which was especially nice after a rather cold welcome from the woman at check-in. Whatever/Whenever was excellent, though a little slow, and the team were friendly and accommodating. Still, some things fell short of a five-star experience. Maintenance and cleaning felt slapdash: the smart toilet in our room didn’t work, there were scuffs and dusty corners, the unlined bins were dirty at the bottom, and one worn towel had holes in it. The bathroom was so dark it wasn’t good for doing makeup. We also noticed mould around the pool. We probably wouldn’t rush back.

The staff were polite and apologetic, but they said the pet charge was fixed by hotel policy. I understand why a hotel needs rules for pets, though I asked if they could reconsider $150 per night. My dog is 5kg, well trained, and would be out with me for most of the day. I even offered to skip the pet package on the second night and room service that day if they could make it one flat charge. The booking was $1,190 for two nights, so another $300 felt out of proportion. I cancelled, which means losing $1,340, and the room will probably sit empty. I called the hotel this morning after booking recently, when an email shortly after confirmation told me about the fee due at check-in. I hope they’ll review this kind of situation for the future. Thanks for hearing me out.

We were able to explore the gardens and city with our puppy, and his welcome box was a sweet surprise: gifts, new toys, and a bed that fit him perfectly. W Melbourne made our Christmas stay feel easy. The staff were thoughtful and kind despite the busy season, and in-room dining was a highlight, with breakfast available late and no fuss about combining platters. Our room was spotless, spacious, and elegant, with moody lighting and blackout curtains so we could sleep in and have breakfast at 1pm. I also didn’t have to worry about my young dog getting into things. The minibar was excellent, and Whatever / Whenever really did what the name promises. On a second visit, housekeeping came in briefly without announcing themselves, startling both my pup and the staff member. It was sorted calmly right away. For future visits, it might help if staff who aren’t comfortable with dogs avoid the PAWs (Pets All Welcome) level, or make sure pets are secured before entering. I’d gladly have done that if I’d known. We’d happily come back, puppy and all.