The Ritz-Carlton Melbourne delivers on its promise of spectacular views and luxury amenities, with most guests praising the stunning location, comfortable rooms, and exceptional facilities. However, service quality can be inconsistent, with some staff appearing undertrained and communication issues affecting guest requests. While the hotel maintains high standards in most areas, breakfast offerings and hot water reliability have drawn criticism from multiple guests.
🚩 Red Flags
“Shower was erratic - goes from lukewarm to scalding hot to cold now and then. Engineering claimed it was how the pipes were designed - when one room uses hot water then the water flow in the other room is affected.”
“Our hot water also wouldn't work in the shower on last 2 days”
“When the water cut out entirely while I was trying to wash my hair, we were offered a bucket of water to assist me, which we ultimately declined, leading to my husband helping me wash my hair in the basin instead.”
“Lack of hot water”
“The breakfast buffet was poor, minimal selection for a prestigious hotel. Ordered breakfast was poor.”
“Breakfast is a disappointment. Had limited ala carte options with no option to re-order. Had to decide between orange juice and coffee.”
“Breakfast chaotic…waiting 20 mins for hot drinks. Drinks forgotten.”
“For a huge franchise globally, the breakfast spread was not good and the French toast was dry that I ordered. There were no live stations or even a bread toaster.”
“The breakfast was pretty bad which was disappointing”
“Breakfast options and needing to pay additional for another drink at breakfast. Had a mouldy berry in breakfast on first day”
“The buffet is very ordinary and not close to high-end international standards. We travel a lot and found it underwhelming in comparison to other experiences.”
“Breakfast was disjointed...coffee took up to 20 minutes to be received and was just warm (after being ordered as 'hot'). Meals also took excessive time to be received.”
“Room didn't get cleaned for the three nights I was there even though I filled out the paper they left at my door with a time to come back to clean it out.”
“They did not make up our room. We have to call them everytime. they just did the bed not cleaning up mess or adding other essentials such as toothpaste or water”
“Turndown service by housekeeping each evening was erratic and not uniform and having to make requests to replace or remove soiled towels or bathroom amenities had to be made daily.”
“Irratic turndown service. Was the told 3 days in that its request only after 2 complaints. This information was not shared at check-in and not acceptable for a 5 star hotel.”
“Every day after clean and then turn down I would have to call again to housekeeping to get a 3rd set of in room facilities. This did cause daily frustration”
“The second day started there was no one to clean, complained once and the hotel said it would definitely be corrected, but the third and fourth days still no one cleaned.”
“Staff were defensive and not receptive to requests/feedback (the general manager wasn't even at the property and could not be reached on a weekend!)”
“Service was a bit off. The younger staff seemed to have no idea what they were doing and had to call a manager to get anything done like, finding our booking or grabbing our car”
“Poor communications when requests are made verbally or via electronic means. Poor follow up on request that seldom is for filled after a reminder is made.”
“The check-in experience fell short of the welcoming service we have come to expect from Ritz-Carlton. The staff member at the front desk was professional but not particularly friendly or helpful.”
“There were 3 staffs in the reception when I arrived but they didn't say like 'hello' or 'good afternoon'. Three of them just talked and laughed at me until I said 'check in please'.”
“When we checked out the lady behind the front desk showed no interest in how our stay went, mumbled with her head down and didn't make eye contact.”
“We were made to feel awful because we booked through a third party affiliation - Booking.com. We had to follow up with management 3x before we were provided a solution”
“Service in bar and at breakfast very slow on multiple occasions”
“The staff in the lobby area were not very attentive when we were spending time in the lounge area in regards to drink and food service”
“We went into the area next to check in for something to eat n drink n sat there for ten minutes n not one staff member asked if we wanted to order, so we left”