We love staying here. We usually book a deal through the entertainment book when they have valley parking and buffet included. It has decent rooms and a lovely pool. It also is home to one of our favourite restaurants.

My partner booked the King Luxe room with buffet breakfast as a special Valentine's Day treat.

We arrived at the hotel at 5:30pm but upon checking in, my partner realised he'd accidentally left his wallet at home. We were both quite distressed as the booking had been made under his name and returning home would take at least another 2 hours plus we'd already made dinner reservation at Crown for 6pm which would incur a cancellation fee - we explained the situation to reception, who responded quite unsympathetically, simply telling us we'd just have to go home to fetch my partner's ID, despite my partner showing them the emailed booking as well as the credit card details for the booking.

After being hand-balled three times between different receptionists, the third receptionist advised he may be able to confirm my partner's identification by asking a series of questions. My partner confirmed his date of birth, address, credit card details and email address without hesitation. Having only recently changed phones, he was slow to respond with his mobile number, to which the receptionist promptly advised he couldn't confirm his identification and we would need to return with photo identification to prove his identity. We re-iterated our situation and asked again if there was any other way to check in to our hotel room.

Reluctantly, the receptionist went to ask his manager, later returning with a security guard at his side, advising us he could re-make the booking under my name. Throughout the new booking process, the security guard stood adjacent the receptionist watching us closely - we felt like criminals in a jail ward.

We confirmed twice regarding the breakfast - location, times etc. The next morning, we made our way to the buffet breakfast area at Mr Hive only to be turned down as we didn't have our vouchers which we were told should be in our hotel room. We returned all the way to our room only to find no vouchers had been given - we rang reception, who said they'd bring them up to us right away and offered to extend our checkout time to 12pm due to the inconvenience/wait. We waited 20minutes before receiving our vouchers.

After breakfast we returned to our room only to find our key not working. We rang reception AGAIN and they told us to bring our card downstairs - turns out they extended our check out time but didn't even update the card. The receptionist said he'd extend our check out time again to 12:30pm because of the inconvenience and because otherwise we'd be charge a late check out fee. So we ended up wasting an extra 2hrs in the morning and were made to feel indebt to the company because they "graciously" offered us late check out - despite everything being the fault of their own poor service.

The room itself was great - clean, spacious, well laid-out. The hotel facilities were quite complete with a pool looking out onto the city, steam room, gym etc. The casino was readily accessible from the hotel and shopping was also quite convenient; overall, the hotel itself was lovely, however, I'm not sure this makes up for the poor service and rude staff. There seemed to be a clear lack of communication and organisation, and the staff weren't very helpful or empathetic at all - we felt like we were being treated more like sheep than valued customers.

Approximate cost: $400

Strategically located! Near all the scenic and shopping spots in Melbourne. Lots of cafes and restaurants near the complex. This hotel is advertised as a 5-star hotel, but actually hotel experience makes you think otherwise. The service doesn't even come close to a 4-star standard. The concierge is excellent, reception is poor, housekeeping is very poor, hotel facilities is good, room amenities is just ok. If you're looking for a great location, this hotel is a good choice. However, if you truly want to be in a 5-star class hotel, this is not the place to be. And one more word of caution, if you think you'll get a room with a view, forget it, as there is more chance you'll get a room with a view of the massive car park!

Approximate cost: $400

Iv stayed here three times, the last time a few weeks ago. It is a beautiful hotel with lively decor and the staff are friendly. Valet parking is very busy and you cannot call ahead to get your car so you have to wait, although they do have free latte's in the lobby for while you wait. The 2nd time I did express checkout and I was charged for 2 items from the mini bar I did not consume. It was impossible to get onto someone about it, I eventually got my money back for only one item and by that stage I'd given up! Apart from that it's a great hotel

I stayed here for my boyfriends birthday, everything was perfect. We had a lovely view, the bed was so comfortable and the shower was nice and large. It is close to everything and the service is wonderful. I wouldn't stay anywhere else for a special occasion.

Approximate cost: $300

I booked this hotel as a special when seeing the Pink concert. The service and hotel were amazing, its joined to the casino for easy access to restaurants/shopping. Great location still within walking distance to the city, but tram stops also nearby.

Spent NYE here for my birthday. Hotel was lovely as were the rooms. Did advise hotel it was my birthday and was disappointed not to receive any champagne for the occasion. Will go back again. Great location!

Approximate cost: $220

I stayed here with my wife for our third wedding anniversary. We had booked using a bonus special advertised through the My booking website of the Entertainment Book. With it, not only were room prices reduced dramatically but we received complementary breakfast and valet parking. To our surprise, our room was also upgraded. The room's were lovely. Not as big as what we are used to but still very comfortable. We received a bottle of wine on our first evening also.

The not so good:

The body supplies contained a variety of toxic chemicals and I subsequently had to hunt down and purchase some safer alternatives to use during our stay. Having quality and well sourced products is something we'd come to expect in five star hotels and this was the first in a few years that had supplied something obviously cheap and unthoughtful.

The breakfast was quite average. The juice was a cheap bottled variety full of preservatives. We are used to having access to fresh juices at hotel's. Most five stars we've stayed at internationally have organic options also (although I don't often expect it in Australia, we still hope) They didn't have any milk alternatives available apart from a non organic variety of Soy which I will not drink. The buffet was quite large but without many vegetable options. I was surprised they didn't have spinach, mushrooms or tomato.

The end result:

The hotel itself was in a great location and we thoroughly enjoyed our stay. The staff were relatively friendly, not as engaged as some of the other hotels we've stayed at, but still acceptable. The deal we got was fantastic and allowed us to try out the hotel. It's not somewhere we'd stay again if we wanted a ultra luxurious weekend. Instead, it's a place to be in the bustle of the casino and city, close to the entertainment centre and discount shopping.

Approximate cost: $230pn

Stayed here for our wedding anniversary. The queue times at check in and check out were quite large, but moved fairly quickly.
Room decor is very modern. Didn't really like the mustard yellow carpet, but tastes are very personal.
Disappointed to see that our marble coffee table hadn't been cleaned- it had 2 mug ring marks and a stain from spilled liquid.
Bed was very comfy. We got a message on our in room phone, and also on the tv, that breakfast delays were expected and to go down before 9am if possible (breakfast runs 6.30-10.30am).
Didn't find any delays at breakfast. Was surprised to find that they don't make chai lattes, and I was offered a skinny latte instead (I don't drink coffee!).
Didn't find the service personalised like at other hotels, where we have been asked why we are staying. I mentioned in the comment booking box that we were staying for our anniversary, but did not get a congratulations like we have at other Melbourne hotels which I thought was odd.
Everything was just 'nice' and there is no wow factor to make me want to stay here again. Back to the Grand Hyatt next time.

I feel like with what the business has, they could do much better to make people feel better about staying here.

Nice establishment, staff were quite polite, but doesn't have that X-factor for me to choose this place over another. Perhaps I feel that there was a lack of 'passion'.

I wouldn't mind staying here again though