Batman's Hill on Collins

Response from the property

Dear Angela, Thank you very much for taking the time to provide such a comprehensive account of your recent four-night stay with us while attending a work conference. We sincerely appreciate your kind recommendation and are delighted to learn that you had an overall positive experience at Batmans Hill On Collins. We are particularly pleased that you found our location convenient for your conference commitments, with Southern Cross Station and the wider Melbourne CBD within easy walking distance. We understand how important accessibility and convenience are for guests travelling for business, and we are pleased that our central location contributed positively to your stay. It is also wonderful to hear that you found your room comfortable, clean, and well appointed, and that you appreciated the high ceilings and overall comfort of the accommodation. Your generous comments regarding our team and the quality of our buffet breakfast are equally appreciated. I will certainly share your kind feedback with our colleagues, as recognition such as yours provides valuable encouragement to the entire team. We also appreciate you taking the time to mention the incidental noise you experienced during your stay, including street sounds associated with Melbourne’s trams and emergency services, as well as some sound transmission from the neighbouring room. As a centrally located property within the Melbourne CBD, a degree of ambient urban noise can occasionally be experienced, and we acknowledge that this is an important consideration for guests who may have differing sensitivities to noise. We are nevertheless pleased to note that, as you indicated, the noise did not ultimately prevent you from sleeping. We are particularly pleased that our team was able to assist efficiently when you realised that your phone charger had been left behind. We understand how inconvenient it can be to discover a personal item has been forgotten after departure, and we are glad that the lost-property process was straightforward and that we were able to arrange its return to you at a reasonable cost. Your recommendation of our hotel for business travellers and conference attendees is sincerely appreciated. We value the opportunity to accommodate guests visiting Melbourne for professional purposes and remain committed to providing a comfortable, convenient, and welcoming environment throughout their stay. Thank you once again for choosing Batmans Hill On Collins and for sharing such thoughtful and balanced feedback. We greatly appreciate your patronage and hope to have the pleasure of welcoming you back to Melbourne for your next conference or business visit. With Thanks, Xavier Leono Front Office Duty Manager Batmans Hill On Collins

Response from the property

Dear Lisa Adem, Thank you for taking the time to share your positive experience at Batman's Hill on Collins. We are delighted to hear that you and your family enjoyed your nine-night stay in our spacious two-bedroom apartment. It is our utmost priority to provide our guests with comfortable and clean accommodations, and we are pleased that the apartment met your family's needs. We are particularly glad that the cot was helpful to you during your stay. At Batman's Hill on Collins, we strive to cater to families with young children, ensuring that our facilities, including the fully functional kitchens, provide the convenience necessary for a pleasant stay. It is wonderful to hear that this aspect added value to your experience with us. Moreover, your kind words regarding our staff are truly appreciated. We take pride in our team's commitment to delivering exceptional service, and we are thrilled that their warm and accommodating nature made a lasting impression on you. Our staff is dedicated to ensuring that every guest feels welcomed and well cared for, and it is gratifying to know that we succeeded in making your stay enjoyable. Thank you for recommending Batman's Hill on Collins to other families. We look forward to welcoming you back in the future and hope to provide you with another memorable experience. Yours sincerely, Troy Fraser Front Office Manager Batman’s Hill on Collins

Response from the property

Dear Roar, Thank you for taking the time to provide feedback regarding your recent experience at Batman’s Hill on Collins. We appreciate the opportunity to review the concerns you have raised and regret to learn that certain aspects of your stay did not meet your expectations. We acknowledge the importance of ensuring that all guests are treated with courtesy, professionalism, and due consideration throughout their interactions with our team, and we are sorry to hear that your experience was adversely affected by the circumstances described in your review. With respect to the reservation made through an external booking agency, we wish to clarify that reservations arranged through third-party providers may be subject to particular booking conditions, administrative procedures, and verification requirements upon check in. As outlined in our hotel policies, we verify relevant booking information, identification requirements, and applicable conditions are communicated as clearly as possible prior to arrival. Nevertheless, we recognise that guests may elect to utilise external booking platforms and that clear communication regarding the applicable requirements remains an important aspect of the guest experience. We sincerely regret that the circumstances surrounding your reservation resulted in a misunderstanding concerning the identification requirements applicable to your partner. We are strict on checking in procedure for guest's safety, unless otherwise there is a pre-communicated that someone will be checking in on primary's guest on behalf. We appreciate that situations of this nature can cause inconvenience, frustration, and uncertainty, particularly when expectations regarding the check-in process have not been aligned. While the hotel must ensure that its established identification and verification procedures are appropriately observed, we also recognise the importance of communicating such requirements in a clear, consistent, and respectful manner. Your feedback has therefore been noted and will be considered as part of our ongoing efforts to review our communication practices and identify opportunities for improvement. Furthermore, we are concerned to learn of the circumstances involving your niece and regret that this aspect of your visit contributed to your dissatisfaction. Batman’s Hill on Collins endeavours to provide a welcoming, respectful, and accommodating environment for all guests, including individuals who may have specific support requirements or accessibility-related needs. We recognise that such circumstances may require careful consideration, sensitivity, and appropriate communication, and we understand the importance of approaching each situation with due regard for the individual circumstances involved. We take feedback of this nature seriously, as it provides an opportunity to reflect upon the guest experience and consider whether our service practices and communication procedures can be further enhanced. Please be assured that the concerns you have raised have been acknowledged. Guest feedback forms an important part of our ongoing service review process and assists us in identifying areas where greater clarity, consistency, and care may be required. Although individual circumstances may vary, we remain committed to reviewing feedback constructively and to maintaining service standards that reflect the professionalism and hospitality expected of our establishment. We thank you once again for bringing these matters to our attention and for providing us with the opportunity to consider your comments. We regret that your stay did not provide the positive experience we endeavour to deliver, and we appreciate the time you have taken to communicate your concerns. Yours sincerely, Xavier Leono Front Office Duty Manager

Response from the property

Dear Guest, Thank you for sharing your feedback. We are pleased to hear that you appreciated our convenient location and the service provided by our team. However, we sincerely regret that the breakfast selection, food temperature, coffee quality, and bed comfort did not meet your expectations. Your comments regarding the breakfast experience have been noted and will be shared with the relevant team for review and improvement. We appreciate your feedback, as it helps us identify areas where we can enhance the quality of our services. We hope to have the opportunity to welcome you back for a more enjoyable experience in the future. Kind regards, Xavier Leono Front Office Duty Manager Batmans Hill on Collins