Pan Pacific Melbourne

Let’s start with the positives—our experience with the staff was exceptional. From the moment we walked in, everyone from the door attendants to the reception and restaurant staff was welcoming, polite, and eager to help. The location is also fantastic, just a short walk from great shopping and dining options and within walking distance of Marvel Stadium, which was perfect for the concert we attended. However, a few aspects of our stay fell short of the five-star experience. Firstly, it was surprising that even a basic amenity like bottled water wasn’t complimentary. We’ve stayed at various hotels from three to five stars, both internationally and domestically, and most provide small touches to make guests feel welcome, like complimentary water. Additionally, I found the in-room amenities below par for a high-end hotel. The ironing board in our room was so flimsy that it collapsed on my foot and had to ask for it be replaced. Most disappointing, though, was the condition of the bathroom—it had visible mold, which was unacceptable in any hotel, let alone one rated five stars. I brought this to the reception’s attention and showed them a video. While the staff assured me they would notify the manager, there was no apology or follow-up from the hotel itself. The mold was partially cleaned that afternoon, and the next day, they regrouted the tiles, but there was no acknowledgment that our complaint had been addressed. In summary, while the staff and location were outstanding, the lack of basic amenities, poor in-room facilities, and a lack of accountability regarding cleanliness make it hard to recommend this hotel as a true five-star experience.

My family has often stayed at Pan Pacific Melbourne, enjoying the Club Lounge together. However, we were surprised that children are no longer allowed in the lounge after 5 pm, a change which wasn’t communicated during the booking process. This was distressing for my child, who felt unwelcome since we had always accessed the lounge together. Management explained that the policy was new and offered us a free meal for our child and drinks and canapes in our room. While they tried to make amends, it didn’t replace the experience we had hoped for (especially as food and drinks were included in the booking). The suggestion that each parent take turns in the lounge while our child stayed in the room felt inadequate. We didn’t want to eat separately while our child waited in the room, and being told that families “usually eat in their rooms” was disappointing. A couple we met who brought their grandchild faced the same issue; they were asked to leave at 5 pm, just ten minutes after entering the lounge, and they were visibly shocked. We shared our feedback on social media, which led to an email response with an explanation, an apology, and a Happy Anniversary card. We received some bubbly and dessert, but it felt like an afterthought, especially since we had mentioned our Anniversary at check-in. The next night, we were allowed to eat canapés in the restaurant, but we ordered a meal for our child and drinks for ourselves. We felt uncomfortable as some staff seemed nervous, while others appeared amused. I checked other booking sites, and the policy change is not mentioned. As I've said, you need to search for the Club's terms and conditions on the hotel website, but you won’t find them during the booking process. Upon arrival, the staff didn’t mention the updated policy or go over the terms of entry as we had visited before, and it was assumed we already knew them. It was apparent that management scrambled to resolve the situation, but our stay was already ruined. Given the lack of family-friendly options, we’re unsure if we’ll return, especially with many other hotels nearby.

We spent 6 lovely nights at the beautiful Pan-Pacific Hotel as a min-break away. Great location next to the Convention Centre and the Lume and besides a DFO if you are a shopper. Lovely welcome on arrival and the Lobby area is beautiful. A nice touch was the welcome glass of champagne which we enjoyed especially after a long flight. The service is friendly professional and perfect. To enhance our stay we booked a Pacific Club King Room- beautiful room and very comfortable with fantastic South Wharf and city views. And of course it provided access to the Pacific Club Lounge. A beautifully appointed lounge with top-notch service. Thoroughly enjoyed the relaxing morning breakfasts here as well as drinks and canapes every evening. Beautiful decor and the selection of food and drinks was superb. Overall a very enjoyable, relaxing, and special experience staying here and our thanks to the lovely Pan Pacific Melbourne team who looked after us- you are all legends. Highly recommended.

The room was beautiful, and the Staff was terrific but obviously poorly trained at reception. The one thing that ruined our experience is that they take an authorisation of $200 upon check-in. They don't explain this to you upon check-in. We went and had dinner that cost $300. We asked for it to be charged to the room. The following day, we got a "Letter from the manager" under the door advising that we "exceeded our limit". We asked the reception staff to explain this to us, and got told it is "hotel policy"...Now we are still trying to work out (because they could NOT explain it) if they don't want you spending more than the "$200" in the venue, - because if you exceed it, they cut you off. It becomes a "pay as you go" system. As professionals who travel a lot (nationally and internationally), we were disgusted because they made you feel like you would do a "runner" when they cut off your tab. It is a beautiful place with lovely Staff who are poorly trained, and the senior management team need to do a serious review of the authorisation policy and cut off guests' tabs. It ultimately makes you feel like a thief and entirely unwelcome. Perhaps a severe review of the authorisation policy and more advanced staff training, with better hygiene and cleaning, would make this hotel a complete "stand-out" - The little things make the biggest difference. We wouldn't stay there again! (sadly, because it is beautiful, many other hotels have an authorisation policy that they take $1 to hold the card, add the expenses, and you pay for all at check-out. This hotel is uniquely different and doesn't serve its guests well.

Wonderful hotel to stay, great team and service. Reception staff was friendly and professional. Room was spacious and very well cleaned. Breakfast was awesome, wide selections. Though restaurant was full we still got good service. Thanks to Deepak mishra..great chef..