Charles Castleman

Review of Grand Hyatt Melbourne

Maybe it was just my expectations for Hyatt standa...

Maybe it was just my expectations for Hyatt standards, but this hotel was average at best.

STAFF: Front desk service was probably the highlight of the stay. The staff were great in terms of their professionalism at checking in and out. I would suggest the staff have a better plan of action on calling / scheduling a taxi during checkout.

ROOMS: I stayed in a standard King room for 3 days and then was proffered to upgrade to a Deluxe Room for an additional $40 per night on the next stay (at the tail end of my journey), only to find out the Deluxe was no different than the standard room with a worse view...so I felt I got jilted on that one. Linens were clean and comfortable.

DINING / ROOM SERVICE: Room service delivery times met expectation, but the food delivered was not exactly the most appetizing - no ketchup with the Club Sandwich platter, the Pea Soup was horrid, and the dressing for the salad was a choice of Balsamic or White Vinegar and no one knew anything about Thousand Island, Ranch (Buttermilk), Honey Mustard, or any of the other standard dressings one can put on a salad. The oil used in the dressing had a pungent taste to it. So the salad too was not good to eat.

The Collins restaurant has some major operational issues. From the minute I came in, I kept getting a "no" on simple requests to sit near the window, a doggie bag for left overs, etc. to the point where I'd had enough. So I ended up sitting in a corner where getting routine service was not likely, and yes, was poor. Coming into the restaurant in the AM, there was no one there to greet me to guide me to a table, so i ended up sitting down at a table that was just taken by another couple and it made me look foolish for occupying their table with my breakfast goods. Lastly, appetizers are meant to be small teasers to the main course, but this restaurant gave me a WonTon soup that was basically a main course, only to have the main course come later and be less than flavorful (Wy-something Burger)...And a side salad that was also a main course... That restaurant frustrated me to no end every time I visited it.

Taxi Service - As a customer, I usually expect the front desk to call ahead for a taxi. However, I was told to just go downstairs and ask the bellhop attendant to call a taxi. But when I did that, I didn't expect to have a whistle blown in my ear by the front attendant in their attempt to call for a taxi waiting in the wings at the front step - which rang my ear drum unexpectedly and just highlights another operational misfire on ensuring the customer's stay is pleasant.

I'm a big fan of Hyatt, but next time I'm in Melbourne I think I will chose the Park Hyatt instead. This hotel just seemed a little too "one off" with all of the operational misfires... and frustrated my experience there a great deal. It was disappointing to have this type experience coming from a well established Hyatt location.