Next Hotel Melbourne, Curio Collection by Hilton

Clean room. Comfortable bed.

Liked: Loved the location it was amazing

Disliked: The process of ordering a pillow I didn’t personally like

checking in was not very good, we arrived at 2pm, checked at 4pm refused breakfast for my son and partner (Rm1606)

Liked: Loved it!! Amazing interior, comfortable bed, spacious room. Friendly and helpful staff. Convenient location in the city. The bar was really nice too. Great vibes.

Disliked: Nothing

Liked: Location. The bar area was great

Disliked: We paid a lot for the room and it was pretty basic. No wow factor

Liked: Great location for central Melbourne as a tourist.

Liked: Everything

Disliked: Nothing

Liked: It was close to cafes, restaurants and bars

Disliked: This was an extremely disappointing stay, beginning from the moment I arrived. After a long journey from the airport, I urgently needed to use the bathroom. Despite clearly communicating this at check-in, the staff member showed very little urgency, consideration or empathy. The check-in process was unnecessarily delayed, and the overall lack of communication and basic customer care was appalling. Unfortunately, things did not improve once I reached the room. The first thing I noticed upon opening the door was a large, unsightly stain on the carpet. I then discovered that the shower head was broken. These are not minor issues and certainly not what I would expect from a hotel presenting itself to paying guests. I raised my concerns with the hotel manager, Ricardo, who offered complimentary breakfast as compensation for both the poor service and the problems with the room. I was specifically given the impression that this would be breakfast at the upstairs restaurant. However, this was later reduced to the standard continental buffet. What I found most disappointing was not simply the condition of the room, but the way management handled the situation. Making an offer to resolve a complaint and then changing the terms afterwards comes across as misleading and unprofessional. It felt as though I was expected not to notice the difference between what had originally been offered and what was ultimately provided. A broken shower, visibly stained carpet, prolonged check-in and poor customer service would already make for a disappointing stay. Having the hotel manager then fail to follow through clearly and honestly on the promised compensation made the experience significantly worse. For a hotel at this level, I expected far better standards of cleanliness, maintenance, communication and professionalism. I left feeling that my concerns were not taken seriously and that the response from management lacked transparency.