W Melbourne

This stay was booked as a special anniversary stay, and as a long standing Marriott Bonvoy Titanium Elite member, I had expected a level of service consistent with the W brand and Marriott’s luxury standards. Unfortunately, the experience fell far below expectations from the moment we arrived. Upon check in, the room condition and overall presentation were extremely poor for a luxury hotel. The coffee machine was dirty, empty glasses were left outside the room for an extended period, the in-room phone was dysfunctional, and there was a noticeable lack of attention to detail overall. What was most disappointing, however, was not simply the issues themselves, but the complete lack of proactive follow up for many hours despite these concerns being raised. The recovery effort throughout the evening was slow, reactive, and required repeated follow up from my side. I was initially offered only 3,000 Bonvoy points despite the number of service failures involved. Even after escalation, the handling continued to feel far below the standards I would normally associate with Marriott or W Hotels. Most frustrating of all, management later advised that the matter would be escalated further and that I would receive follow up communication the next morning. No one ever contacted me until I followed up myself. Eventually, a staff member named “Frisbee” contacted me after I had already checked out. When I politely asked why it had taken so long for anyone to contact me, I was told: “It was a lapse. L.A.P.S.E. Don’t understand?” I found the tone and manner in which this was said to be extremely rude and unprofessional, particularly given the circumstances. I was then again promised further follow up via email after escalation to management, however no further communication was ever received. At the end of the day, luxury hospitality is not simply about the room itself. It is about how guests are cared for when things go wrong. Unfortunately, this stay left me feeling that loyal Marriott Elite members and special occasion stays are not being handled with the level of professionalism, urgency, or care that one would reasonably expect from a property carrying the W brand. What should have been a memorable anniversary experience unfortunately became one of the most disappointing luxury hotel stays we have experienced.

Every part of the hotel

Great breakafast, great size room a very comfy. Bonus was the heated toilet seat on a cold Melbourne day!

Very cool design, great location, comfortable. The gym, pool and steam room were fantastic.

The housekeeping was suboptimal. They would either leave the dirty cups/glasses in the room or take away the dirty cups and not replace them. A staff member would knock on the door every afternoon to ask if the housekeeping was ok, this was mostly just an annoying interruption. When we raised our concerns with him he appeared confused and then did nothing about it

We had lunch and payed $90 for a meal that I would never eat again. Probably the worst quality steak ive ever had. The greek salad was fine. but who wants proper dining on plastic plates at the pool?

unexpected fees for parking, no refund when our flight cancelled, no answer when we called the service line, no shower gel, tiny bathtub only fits one. lengthy waiting times 20-30 mins. completly understaffed. Have not responded to my emails.

Absolutely everything, staff were exceptional, room service was amazing, the bed was so comfortable!

Curious was amazing

N/a