Hotel Melby Downtown Melbourne, Tapestry Collection by Hilton

This hotel is situated perfectly if you need to be in downtown Melbourne. However, I would never stay here again. We stayed here to be able to attend a function and missed part of the function that we were in charge of because we were stuck in their elevator after their elevator dropped. It was very scary and we had to be rescued by firefighters, but the hotel didn’t even apologize or address it at all, even when we brought it to their attention. As we were stuck in the elevator, we realized that their elevator certificate was out of date, which is far from comforting. The TV also did not work and we had to have a plumber. come fix the toilet to stop it from running constantly.

First impressions are lasting impressions, and unfortunately, our experience at your facility was far less than perfect. That is especially disappointing because this is clearly a wonderful property in a great location. We were in town for a month-long work-related trip and only planned to stay at your hotel for two nights. I had several items inside my company truck that I intended to leave secured in the vehicle, so I wanted to park my own truck and keep possession of my keys. After spending more than $500 for two nights, I did not think that was an unreasonable expectation especially when your property advertises self-parking on the second floor. Instead, I was told to park across the street in a public parking garage. When I drove over there, signs were posted everywhere stating that overnight parking was not allowed. There was no attendant available to confirm whether hotel guests were actually permitted to park there overnight. I drove back to the hotel and explained what we had seen, only to be treated as though we were inconveniencing the four valet attendants. Their attitude was dismissive, and the repeated response was essentially, “Why don’t you just valet?” What I wanted was simple: to park my own truck at the hotel where I had just spent over $500, without being given attitude by employees whose jobs exist because of paying guests. To make matters worse, I later found out that restaurant guests are allowed to park in the area supposedly unavailable to hotel guests. It makes no sense to direct overnight hotel guests across the street while allowing short-term restaurant visitors to use the more convenient parking. Before arriving, we had discussed extending our stay and even mentioned that possibility to the front desk clerk who texted us that our room was ready. I am honestly thankful that the rate advertised by several third-party sources was not honored, because otherwise we may have been stuck there longer. I also agree with a few other reviews about the noise levels. It is not the hotels fault on the train situation but the AC units definitely need to be addressed as this issue is within their control. Management needs to get its house in order. The property has potential, but the parking policy, inconsistency, and poor attitude from the valet staff made an awful first, second, and third impression. Based on this experience, I seriously doubt I will return.

Excellent customer service, the hotel on general is very nice. Room impecable. Housekeeping 5 stars.

Alberto helped me out and was super friendly.