Oakwood Premier Melbourne

Response from the property

Good morning Billy, Thank you for taking the time to share your feedback. While I am pleased to hear that your stay was going well overall, I am very sorry for the concern and frustration caused by our team's entry into your room. As part of our guest experience program, our team occasionally delivers special amenities to celebrate important occasions such as birthdays. On this occasion, an amenity was delivered to your room in recognition of your birthday. However, I completely understand your disappointment, particularly as you had displayed the Do Not Disturb indicator and had requested No Housekeeping during your stay. We appreciate that privacy is important to our guests, and I sincerely apologise that this gesture had the opposite effect of what was intended. Your feedback has been shared with the relevant teams so we can review our procedures around in-room amenity deliveries and ensure greater consideration is given to guest privacy preferences. Thank you again for bringing this to our attention, and please accept our apologies for the inconvenience caused. We hope that despite this experience, we will have the opportunity to welcome you back to Oakwood Premier Melbourne in the future. Kind regards Karl Dumbrell Rooms Manager

Response from the property

Good morning Deecisco, Thank you for taking the time to share such detailed feedback following your recent stay, and for returning after a positive experience earlier this year. We’re pleased to hear you continue to value our team, location, and facilities, but we are genuinely sorry that this stay did not meet expectations. We would like to clarify a few points regarding room types and hotel layout, as this may help provide better context for your experience. Our Executive Studios are located on floors 30 and above, and offer elevated views across the city, along with a quieter and more private atmosphere. Our Deluxe Studios are positioned on lower levels, which naturally experience more movement due to proximity to our resident facilities. These include Oak Lounge on the ground floor, Fifth Restaurant and the Residents’ Lounge on Level 5, as well as our Gym, Games Room, and co-working space (HUB) on Level 6. With the exception of Strato Melbourne, our rooftop bar, all guest room floors are accessible only via secure room key access. We sincerely apologise for the missing in-room amenities on arrival, including soap and tissues, which should always be in place prior to check-in. This has been addressed with our housekeeping team to ensure more robust room readiness checks are maintained. Regarding breakfast, we are very sorry for the confusion experienced during service. If breakfast was included in your reservation, this should have been clearly recognised and honoured without question, and we regret the inconvenience caused. With respect to the disturbance experienced during the early hours of the morning, we sincerely apologise for the disruption and understand how distressing this would have been. The individual in question was not a registered guest but a visitor of a hotel guest. Once our team became aware of the situation, we followed all required procedures, promptly attended the floor, and the individual was removed from the premises by our team and authorities were involved as required. We would also like to apologise that Reception was not able to answer your call at the time; our team were actively responding to the incident to ensure the safety and wellbeing of all guests and staff, which was the immediate priority. Your comments regarding security and weekend operations are taken very seriously and have been shared with our leadership team for review. Guest safety and comfort remain our highest priority. We are truly sorry that this experience did not reflect your previous stay with us. We value your feedback and would welcome the opportunity to restore your confidence in a future visit. Kind regards, Karl Dumbrell Rooms Manager

Response from the property

Good morning Kayphet Thank you for your wonderful feedback! We’re thrilled to hear you had an exceptional stay with us and that everything met your expectations. It’s always our goal to provide a seamless and memorable experience, so it’s great to know we delivered on that during your time with us. We truly appreciate your kind words and look forward to welcoming you back to Oakwood Premier Melbourne in the future. Kind regards Karl Dumbrell Rooms Manager

Response from the property

Good morning, Thank you for taking the time to share your feedback. We are pleased that you found the room clean and our housekeeping team polite, although we are disappointed that other aspects of your stay did not meet expectations. Regarding your comments about check-in, I was personally assisting with your arrival and communicating with the named guest on the reservation while completing the check-in process. It was certainly not my intention to make you feel ignored or excluded, and I am sorry that the interaction left you with this impression. We also appreciate you highlighting the concerns regarding the bathroom scales, elevators, breakfast service, in-room amenities and sustainability practices. These comments will be shared with the relevant teams for review. Our approach to drinking water and certain in-room services forms part of our efforts to reduce unnecessary waste. However, your feedback regarding how these initiatives are delivered and communicated is valuable, particularly where the guest experience may be impacted. We are also sorry that the birthday recognition did not meet your expectations. While the wine was provided as a complimentary gesture to acknowledge the occasion, we understand that you had hoped for something more memorable. Thank you again for sharing your experience. Your feedback gives us the opportunity to review where improvements can be made. Kind regards, Karl Dumbrell Rooms Manager

Response from the property

Good morning Katelyn Thank you for your wonderful feedback! We’re thrilled to hear you had an exceptional stay with us and that everything met your expectations. It’s always our goal to provide a seamless and memorable experience, so it’s great to know we delivered on that during your time with us. We truly appreciate your kind words and look forward to welcoming you back to Oakwood Premier Melbourne in the future. Kind regards Karl Dumbrell Rooms Manager

Response from the property

Good afternoon Stijn, Thank you for sharing your feedback. We’re pleased you enjoyed the room, superb views and convenient location. We apologise that the TV and Chromecast were not functioning as expected and will ensure this feedback is shared with our team. We’re also sorry to hear about your experience at Strato Melbourne. While Strato is located within the same building, it operates as a separate business from the hotel, which is why charges cannot be integrated with the hotel room account. We do, however, appreciate your feedback regarding the service experience. We hope to welcome you back again for an improved stay. Kind regards Karl Dumbrell Rooms Manager