Sofitel Melbourne On Collins

“When Small Imperfections Are Outdone With Great Service”

We made the right call picking Sofitel Melbourne on Collins for our first stay in the city. Its location on Collins Street was ideally placed to explore Melbourne's sights, cafés, theatres, shopping and tram network. Before we even arrived, the hotel had already made a good impression through quic… more

We made the right call picking Sofitel Melbourne on Collins for our first stay in the city. Its location on Collins Street was ideally placed to explore Melbourne's sights, cafés, theatres, shopping and tram network. Before we even arrived, the hotel had already made a good impression through quick and proactive communication. After a long international flight our check in took significantly longer than expected and what I found most noticeable was how the hotel handled it. One of the leaders on their management team personally called our room to not only apologize but also listen to us and make sure that we were able to share what was at stake for us. I didn't remember the manager's name, but we had an honest discussion and her sincere follow-up gesture spoke volumes about the hotel's desire to keep folks happy. The residents became the best part of our visit. Special shoutout to Lily at the Front Desk for her patience, professionalism and warmth. She addressed all our queries and made us feel at home during our stay. We also enjoyed the Club Sofitel Lounge. Timed lounge sessions were required on weekends due to high demand, but Mr. Nishal and Reuben went out of their way as always to care for guests. Their enthusiasm, kindness and professionalism genuinely made all the difference and underscored Sofitel's standard of hospitality. The room was large, gleaming clean and had lovely views facing the city. The shower bathroom could use an update post future, however the overall room comfort and cleanliness plus superb breakfast made up for it & enjoyable stay. There are no perfect hotels, but the best hotels show their true nature when things go wrong. However, due to the professionalism of the management team and exceptional service provided by Lily, Mr. Nishal and Reuben, a minor setback turned into an unforgettable stay! We would happily go back and highly recommend anyone looking for real hospitality in Melbourne head to Sofitel Melbourne on Collins.

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“Excellent luxury family short stay after 8 years! Good ALL recognition and also upgraded!”

Had booked this short stay using my SUITE upgrades and was pleasantly surprised when our room was further upgraded to a prestige suite from Junior suite and the children to luxury room from superior room. Good recognition of my ALL platinum status with a nice bottle of red and macroons in the ro… more

Had booked this short stay using my SUITE upgrades and was pleasantly surprised when our room was further upgraded to a prestige suite from Junior suite and the children to luxury room from superior room. Good recognition of my ALL platinum status with a nice bottle of red and macroons in the room as well as a personalized card. We had three complimentary drinks in the Atrium (noting that there is no longer actual water in the water feature but speakers piping water sounds instead). High quality bar and really enjoyed the service. Noted that there is a special menu for the drinks covered by ALL membership which was nice. Our suite was huge and we particularly liked the little touches like turn down at night, teas and filling the ice-bucket. Room was so large I am pretty sure I left two jackets in one of the cupboards. We visited the Club Sofitel several times and enjoyed the evening drinks and afternoon tea. We noted that you can no longer help yourself to drinks but staff were attentive and kept up the french bubbly. Club was also very busy in the evening. We joined the three kids in Restaurant 35 for breakfast and that was of a high standard. the selection of juices and cold cuts was impressive and unlike many breakfasts staff were super attentive with coffee! My eldest daughter used the Gym and says it was good. Kids liked that there was a cinema in basement shopping centre and that they could watch the latest Minions movie without leaving the complex. We splurged on valet parking and was worth it as avoided stress. Overall a great stay and can't wait to return. The obligatory survey sent by the SOFITEL after our stay failed to submit (after fully completing it twice). Might be a technical issue there.

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“3 Night long weekend stay in a corner room 4515 with lounge access”

We are Accor Platinum members. We try to book Accor hotels when we can but this time thought carefully about if we should go back to the Sofitel since our last stay in the last 2 years was not the best. We recall standing in line most days to enter the Milliesme Club Lounge and then the service wa… more

We are Accor Platinum members. We try to book Accor hotels when we can but this time thought carefully about if we should go back to the Sofitel since our last stay in the last 2 years was not the best. We recall standing in line most days to enter the Milliesme Club Lounge and then the service was lacking to say the least. The offerings in terms of Breakfast and evening canapes and drinks left one wanting and that time I was a paying guest at the lounge access room. What a turn around in June 2026. We arrived at around 5 pm on Friday and the check in was smooth. polite and efficient. We were upgraded to a 45th floor corner room with excellent views over Parliament House to 4515. We wondered down to the Lounge at around 5.30 and were greeted and shown a table by Lace. The previous table service of hot food has been replaced by a small buffet of hot and cold foods. While the hot food was nice I guess it would be better if there was not so many deep fried options. The cold canapes buffet was constantly replaced and the quality of the produce was obvious. The Drinks menu is also extensive and generous. While I dont like to rate Sofitel Hotels in Australia, ( naturally it is unfair to compare with South East Asia) I must say that having stayed at Sofitel Darling Harbor , the Sofitel Wentworth , Brisbane Central and now Sofitel Melbourne this year, I would place Sofitel melboune on Collins second next to the Wentworth Sydney in terms of offerings ambience and Service. I would like to congratulate, Kiara, Sienna, Luella and Souyong at Breakfast, Reuben who has amazing conversational skills, Mia Gita and finally Lace who hosted us at drinks and Breakfast on several days, for their service with a smile, attentiveness and unobtrusive care during our stay. It was really good to have 2 sittings on the long weekend when it was expected to be busy since it did not leave people standing and waiting. Some changes for the better. This naturally demonstrates dynamic management by the management team. Our Room was quiet and well appointed and had every thing we needed. It would have been good to be asked what wine we would enjoy. We has a bottle of Sauv Blanc in the room on ice, but we are mostly red wine drinkers ! No big deal. Thanks for restoring our faith with such good service at the Sofitel Melbourne on Collins

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“Clean rooms, underperforming hospitality”

Had a two night weekend stay. Let the hotel know it was to celebrate a significant birthday. This hotel would presumably have many, many Accor guests with status, as a platinum I don’t expect a lot, but was really disappointed. Completely ignored by concierge when we arrived in the evening via car… more

Had a two night weekend stay. Let the hotel know it was to celebrate a significant birthday. This hotel would presumably have many, many Accor guests with status, as a platinum I don’t expect a lot, but was really disappointed. Completely ignored by concierge when we arrived in the evening via car drop off, so missed signage and wasn’t sure where to find the lobby. No acknowledgment of being Accor member at check-in, no welcome gift, certainly no birthday wishes even verbally. This was a first in several years to not receive any acknowledgment whatsoever. On day two I mentioned at the Exec lounge that I was surprised there was no welcome gift, and was this usual? They didn’t really directly apologise but did say they would send a bottle to my room and asked would I like a red or white wine. I appreciated them asking and a bottle was delivered. Still no note or anything accompanying it. I imagine lots of people go to Sofitel for special occasions so gifting each time may be excessive. I didn’t really even want a gift, but I did want to feel special and hotel staff did not deliver. Alerting them in advance in effect was a waste of time at our end it felt like the hotel is disinterested in leisure travellers. For all the times we passed through the main lobby no one said hello nor look us in the eye once. Lounge afternoon tea and canapés were lovely when we had them. This was a redeeming feature of the hotel. Breakfast was delicious as expected. We ate at the lounge as the restaurant was quite busy so we skipped that. Room was beautifully clean and spacious but I thought needed a bit more lighting on a dark moody weather day or during an evening. Next time I visit Melbourne I’ll try a different hotel. Still enjoyed myself, fair pricing but underperforming on the hospitality.

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