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Crown Metropol

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Crown Metropol
Address: 8 Whiteman St, Southbank VIC 3006, Australia
Phone: (03) 9292 6211
State: Victoria
City: Southbank
Zip Code: 3006


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Reviews
Never in all my years of travelling have I experienced the level of filth and distress that I encountered at Crown Metropol Melbourne.nnWe had booked a four-night stay expecting the level of quality and professionalism associated with the Crown brand. However at approximately 9pm on our very first evening when I went to take a shower I discovered the bathroom in a condition that was genuinely shocking. It was immediately obvious there had been a significant build-up of neglect and inadequate cleaning. There was thick dust, visible mould, a slimy shower floor and what could only be described as sludge around parts of the wet areas. Most concerning of all was visible excrement on the back of the toilet seat, which had clearly not been properly sanitised.nnThe condition of the bathroom left me feeling physically ill. This was not simply a room that had been missed during servicing the level of grime suggested ongoing neglect over a prolonged period. For a hotel positioning itself as a premium property, the standard was completely unacceptable.nnAfter contacting the Duty Manager and showing them the condition of the room, we were relocated at approximately 10:30pm. While the second room was at least clean, it unfortunately came with another major issue, a constant tapping noise coming from within the wall. At first the sound seemed subtle however once noticed it became impossible to ignore. The noise fluctuated throughout the night and both my mother and I were kept awake until close to 1am. Just as we eventually fell asleep from exhaustion we were woken again at approximately 5am by the same noise.nnIn an attempt to block it out, we turned the air-conditioning fan onto high, however this produced its own rattling noise. The combined effect created one of the most restless and distressing hotel stays I have ever experienced. The two nights we spent at Crown Metropol were genuinely the most distressing nights I have experienced at any hotel globally.nnI was travelling with my 76-year-old mother, who found the entire experience deeply upsetting. What should have been a relaxing stay quickly became exhausting and stressful. After speaking with the Duty Manager again the following morning, we requested either a full refund so we could leave the hotel entirely or relocation to Crown Towers Melbourne, as we had completely lost confidence in Crown Metropol. We were advised that a refund could not be offered because the booking had been made through a third party. We therefore spent a second night at Crown Metropol and experienced the same disturbed and restless sleep due to the ongoing tapping noise.nnFollowing further discussions with management and escalation to senior staff, we were eventually relocated to Crown Towers. While I appreciate that management ultimately acted to move us, the compensation offered throughout the ordeal a $100 hotel credit in no way reflected the seriousness of the experience or the level of disruption caused. I repeatedly requested that at minimum a full night’s accommodation credit be applied, however this was declined. Given the condition of the original room, the sleepless nights that followed, and the distress caused to both myself and my elderly mother, the response felt entirely inadequate.nnOverall, the experience was extraordinarily disappointing and has completely diminished my confidence in Crown Metropol. It is not a property I will return to nor one I could recommend to friends, family, or professional colleagues.
My partner paid extra to secure a room with the best possible view, but unfortunately we were given a room overlooking the car park. The windows were also quite dirty, making it difficult to take good photos.nIn addition, the pool water appeared heavily treated with chemicals, and the breakfast was fairly ordinary. Even coffee was not included and had to be purchased separately.nOverall, the experience did not meet our expectations, especially considering the additional amount paid for an upgraded room.
Loved the location and our loft room was very comfortable and had an incredible view. Also the pool and gym were outstanding! However two of fixable issues were annoying. First and smallest, no easy way to charge devises. A USB outlet is now standard or at least a more accessible plug by the nightstands! This is a little bit-picky I know.nThe big complaint is breakfast. No variety each day on the Buffett and often fruit and eggs looked picked over during our 6 day stay no matter what time we showed up. But mostly coffee service was terrible! The single coffee urn was very busy, truly mediocre McDonald’s quality , and the milk was often empty. You could order an expensive decent flat white or latte, but hostesses who seat you a slow process also won’t take your order and it took generally a long time to flag down a server. Most of the time they showed up after we settled for the coffee urn swill. For 500-1000 dollars a night I expect much better service. For example four seasons immediately take your coffee or included custum egg order as you are seated. Room service was great so I think their kitchen is fine but breakfast was the worst we found in a month long trip. It’s a shame as service was generally very good and cheerful but each day starting out with a mediocre breakfast and bad coffee sets a bad tone.
We have enjoyed Crown Metropol over the years but came away from the last 2 nights extremely disappointed with some of the service. Our room wasn’t serviced by mid afternoon, requested this at the front desk and requested again an hour laternnReturned to our room at 10pm to find it wasn’t done.nnInformed the office in the morning and brushed it offnnRequested the 12pm check out which was part of our deal and returned at 11.50pm to grab our bags and were locked outnnWent to front desk to get back into the room and followed up on the cleaning service and was brushed off again.nnNot enough staff on the desks and long waits to check in
I was hesitant to write this review as my partner and I have stayed in both Crown Towers in Melbourne and Perth many times and normally absolutely love it, but I think it’s important to share our review of Crown Metropol Melbourne.nnWe stayed here for a single night a couple of months ago and it was truly the worst hotel experience we’ve ever had.nnMy partner checked in at around 3pm and I met him there at 4:30pm.nWe had tickets for a show that evening so started getting ready not long after I arrived in the room.nUpon stepping into the shower I discovered the body wash bottle was empty. We called the front desk and requested someone refill in, then we headed out for the evening.nUpon returning to our room at around 10:30pm we found the body wash still hadn’t been refilled. We called the front desk again and they said someone would be right up. We waited 20 minutes then called again, again we were assured someone would be up but it was explained that front desk didn’t have direct access to the housekeeping team due to the radios they use or something to that effect. Waiting another 15-20 minutes and still nothing.nMy partner then headed down to the lobby himself to request the body wash for a FOURTH time! The staff member at the desk told him she would personally deliver a bottle to our room instantly, she didn’t.nWe finally received a knock on the door around 11:30pm from a lovely member of housekeeping, but this was more than SIX HOURS after our initial request.nnWe live just out of Melbourne and at this point we were ready to pack our bags and go home. I had work the next morning and the fact that I wasn’t able to shower in the room we were paying for until just before midnight felt ridiculous. I was stressed knowing with every minute passing waiting for the body wash, I was losing more and more time for sleep.nnOn top of this lack of service, the room was poorly maintained. Cobwebs in the corners, duct tape on the bed base and some strange maintenance fix around the shower head.nnUpon check out, my partner showed the staff the photos of the room and they questioned whether he was “complaining about a cobweb”, making out that he was being petty.nnAfter raising the complaint to management my partner received a call offering a free room upgrade upon our next stay. The same room upgrade that was offered to my partner on initial check in for $20 which he paid for…n$20 doesn’t even come close to rectifying the experience we had, and the idea that we would need to come back and spend another $350+ on a room just so they could show us better service is preposterous. We are sorry to say we won’t be back to Crown Metropol Melbourne. It was by no means a 5 star experience.
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