Pullman Melbourne City Centre Reviews

Hotel location is super nice with all shopping stalls reaching by footsteps. The room is also sparkingly clean and space for relaxation.

The location is excellent, making it convenient to go anywhere in the city center. For hotel entry, I recommend using the door next to Mercure. The room is spacious, and the facilities are comprehensive. There's even a water dispenser on the floor I stayed on, and the rooftop bar is fantastic. Although breakfast wasn't overly elaborate, it was very refined.

the view from the room was really great. some rooms are bigger than others. but it was big enough to fit 2 big suitcases

The hotel is located in the city center, right next to Chinatown, making dining very convenient with a variety of cuisines available. There's also a shopping mall right next to the hotel, which is great for browsing with a wide selection of brands. The hotel facilities are also comprehensive. Overall, it's excellent.

Good. If you opt out of daily room cleaning, you can get a $10 credit to use at the bar or the rooftop restaurant every day. I'd give it a 9 out of 10. The only minor issue was that the speaker in the executive room was broken, or maybe I just couldn't figure out how to use the record player – I had wanted to try it out.

The location is fantastic, right in Chinatown. Stepping out, you're surrounded by various Chinese restaurants and supermarkets, so there's no need to book breakfast. It's in the CBD, so many attractions are nearby, and a free tram stop is just a short walk away. The room is spacious and very clean. However, the service and amenities are just average. There's no water in the room; you have to go to the corridor to get it, and you need to bring your own slippers, toothbrush, and toothpaste. The biggest drawback is also the location. Chinatown turns into a bar street at night. After 8 PM, the area gets very chaotic with teenagers, drunk people, homeless individuals, and sex workers, which can be a bit intimidating. If this bothers you, you might consider booking a hotel in a quieter neighborhood that's not as central or in an upscale area. If you do stay here, it's best not to go out after 9 PM, although it's very normal and great for exploring during the day. Overall, for this price in Melbourne city center, I think it offers good value for money.

Excellent location right in cbd. The staff are friendly and tried to explain the green sustainability motto of the hotel.

The rooms were very clean and beds were huge! Very comfortable and the place was convenient and very central. The only issue we had was locating the hotel. We had problems finding it as the GPS could not get us to it. However, we were very grateful that Ayden who worked at the Concierge - offered and took the initiative to walk with us and guide us from where we parked our car which was a 10min walk away, to drive our luggage to the hotel lobby. We are thankful for such great and wonderful service!

I was shocked by how small the initial room was; the bathroom was worse than a 200 RMB budget hotel in China. The hotel is located in Chinatown, and almost all rooms face the street, so there's a lot of noise. I had booked for four consecutive nights, but after staying the first night, I wanted to modify my reservation to check out two nights early and switch hotels (I even left an extra night as a buffer). However, the Indian lobby manager flat-out refused (yes, most of the front desk staff at this hotel are Indian, and English communication wasn't very smooth). In the end, with the help of Trip.com's overseas concierge service, my room was upgraded to a Deluxe King Room (Trip.com covered the upgrade cost, kudos to Trip.com!). Only then did the room barely meet the standard of a mid-range hotel like Ji Hotel in China, but the soundproofing was still very poor (this hotel doesn't seem to have any rooms with good soundproofing; I checked several rooms during the upgrade process).

Dear Management of Pullman Melbourne City Centre, I am writing to formally provide feedback and complain about the unacceptable service, miscommunication, and lack of customer care experienced by myself and my companions during our stay in Room 701 from May 17th to 19th. I urge management to address these issues seriously and initiate a thorough investigation and rectification. On the evening of May 17, 2026, at approximately 8:00 PM, Melbourne was experiencing heavy rain. I arrived at your hotel for check-in with elderly family members, children, and friends. At that time, large tour buses were concentrated at the hotel's main entrance and drop-off area, offloading passengers and luggage. This completely blocked the hotel entrance, making it impossible for vehicles to temporarily stop or pass through. Furthermore, there were no accessible or temporary parking spaces provided at the hotel entrance. Consequently, we had to park our vehicle approximately a twenty-minute walk from the hotel. Ultimately, our group, carrying five large pieces of luggage and accompanying elderly individuals and young children, had to walk to the hotel in the pouring rain, a process that was incredibly embarrassing and exhausting. After I completed the check-in procedures, my friend, to avoid venturing out in the rain again, proactively called the front desk to pay for the next day's breakfast in advance. After the front desk staff quoted the breakfast fee, my friend immediately accepted it and prepared to complete the payment. However, the front desk staff’s handling of the situation over the phone was highly unprofessional and inconsistent. The employee immediately stated that payment could not be completed over the phone, citing a lack of available POS machines and credit card authorization forms at the front desk, and insisted that our party must physically return to the hotel lobby to pay. This explanation completely contradicted the facts on the ground – just ten minutes prior, the same front desk employee had successfully processed my check-in deposit payment using a POS machine. During the call, my friend repeatedly clarified that the room had already completed a credit card pre-authorization at the front desk and that this payment was solely for the approximately $60 breakfast fee, requiring no changes to the room bill or check-in authorization, and requested a convenient way for the hotel to process it. However, no effective assistance was provided. Throughout the entire phone conversation, the front desk employee displayed a cold and impatient service attitude, showing no empathy for the guests' difficulties in the severe weather conditions. No alternative solutions or humanistic care were offered throughout. Due to the employee's severely improper handling, my friend proactively asked for and confirmed their employee ID and name during the call. The employee explicitly identified herself as Maria and spelled out the name letter by letter to confirm the information. However, in your subsequent official response, you claimed that the employee who answered the call that evening was Yunita, which completely contradicts the name provided by the individual concerned. Rather than dwelling on the specific employee's name, our primary concern is the fundamental service issues exposed by the hotel: employees providing inconsistent information, lax work procedures; the hotel's official response deliberately sidestepping the core service complaints and terrible stay experience by focusing solely on the correctness of the staff's identity; and the hotel failing to provide any explanation, apology, or rectification plan regarding key issues such as the employee's cold service, lack of professionalism, and lack of customer empathy. Furthermore, your response mentioned that "the guest has apologized for the parking and breakfast issues," a statement that is severely inaccurate and smacks of an attempt to shift responsibility. The root cause of this problem lies entirely with the hotel's chaotic entrance management during peak hours, lack of drop-off area management, insufficient parking facilities, and the front desk's low level of professionalism, and is by no means due to guest fault. This phrasing deeply concerns me, as it indicates the hotel has failed to acknowledge its own service shortcomings and lacks basic self-reflection on its service. I want to state emphatically: I have never questioned the hotel's payment regulations and fully understand the hotel's legitimate requirement to verify cards and passwords for risk control purposes. The core of this complaint is not about the policy itself, but rather the employee's rigid implementation, contradictory statements, cold attitude, lack of empathy, and disregard for guests' special difficulties. That evening, we were with elderly individuals and young children, caught in severe rain, and facing difficulties with passage and parking. We should have received basic understanding and assistance from the hotel, but instead encountered stiff, perfunctory, and contradictory service responses. I have now completed my trip and left Australia. Based on this extremely poor service experience, my companions and I will permanently refrain from choosing to stay at Pullman Melbourne City Centre in the future. Furthermore, I will absolutely not recommend your hotel to friends or visitors from out of town, as this incident has severely damaged your hotel's brand reputation. Attached are relevant response records from the Google platform for management to review the complete background information. This feedback does not involve any claims or demands for compensation. I merely hope that your hotel will move beyond procedural justifications and genuinely address the multiple shortcomings in front office management, staff training, customer communication, and on-site operations during peak hours, as highlighted by this incident. I respectfully request that management conduct a comprehensive, objective, and thorough internal review of the phone recordings from that evening, front desk service procedures, employee information verification, and on-site entrance management. I also request that you formally verify the issues of inconsistent employee information, service dereliction, and lack of empathy, and provide me with a complete and sincere official written rectification response. I look forward to your serious investigation and formal reply. Complainant: Guest in Room 701 Stay Period: May 17 – May 19, 2026

Beyond its convenient location, there's really nothing commendable about this place. It's barely better than a budget hotel; how can they call this a Pullman? We were initially given a room on the 3rd floor, and the moment we walked in, it reeked of cooking oil. I immediately went downstairs and insisted on a room change. The special requests I made on Trip.com—"high floor, non-smoking room"—were completely ignored. As for the "Chinese courtesy" they supposedly offer, the front desk staff couldn't even speak Mandarin. The room was unbelievably small. And the duvet? It was just two sheets sandwiching a blanket. I've never seen such a setup before; maybe I'm just old-fashioned, but it was bizarre. A truly terrible experience!

The hotel didn't have any front desk staff who spoke Chinese. There's room for improvement in the details, like the bathroom's glass door – it lacked a rubber seal, so I was constantly worried the glass might shatter when closing it. In China, this would just be the standard for a boutique B&B.

Spacious room, very clean, and centrally located. It's only 200 meters from Chinatown, 500 meters from the Royal Arcade, and about 800 meters from the library. Super convenient for dining out and shopping. I'll definitely stay here again next time.

Booked two rooms together, and I'd say it's definitely worth recommending.