The Sebel Melbourne Docklands

Dear Sebel Management Team, I am writing to express my disappointment following our recent stay at The Sebel Docklands. While I have previously enjoyed multiple stays at this location,as well as many other Accor Hotels worldwide, this particular visit was unfortunately marked by several issues that significantly impacted our overall experience. Firstly, we had been informed that we would be having a late check-in, and were advised we would receive a phone call once our room was ready. Unfortunately, no call was received. After travelling since 3:00am, we were left waiting until 6:00pm to check in, which was both exhausting and frustrating. While we appreciated the friendly greeting and the breakfast vouchers provided as a gesture of goodwill, the delay itself was highly inconvenient. The following morning, we dined at the restaurant attached to the Sebel, where my son was served undercooked (raw) chicken. This was not only unacceptable but also posed a serious health risk, which is deeply concerning. Additionally, despite having the "Do Not Disturb" sign clearly displayed on our door, we were still interrupted during our designated quiet time. This further contributed to the disruption of what should have been a relaxing and enjoyable stay. While the room itself was clean and well-presented, these incidents have unfortunately overshadowed the positive aspects of our visit. I am sharing this feedback in the hope that it will help prevent similar issues for future guests. Given the inconvenience we experienced, I believe a partial refund on our room charges would be a fair and reasonable resolution. Thank you for your time I look forward to hearing from you soon. Kind regards,

Stayed here a couple of times, the front desk staff are very nice, helpful and accommodating. The rooms themselves don't seem to get much in the way of cleaning or maintenance though and things are often broken or grimey. Not bad enough to deter a stay as the location is also great, but it gives the impression management either doesn't care or isn't paying attention.

Rooms really need a refresh. There are deep scratches, dents and marks on the walls and doors. Strong food smell from the kitchen through the stay (I did not consume or bring any food into the room). Incredibly basic supplies. Lighting in the bedroom is awful, the bedside light is reminiscent of an office environment and not conducive to a relaxing rest.

We booked the furnished apartment of three bedrooms and it was amazing. The view was great on the marina and the apartment has everything you need. Great for families with toddlers. The only thing missing was elevator from the car park, you can take only stairs to the building from the parking bay

Place was clean, amenities was great, service was amazing. Gym was a little lacking on equipment compared to commercial gyms but one of the better hotel gyms I have been to so can't complain. Would return to stay again.

Lovely location, central to beautiful restaurants on the river. Rooms are spacious and clean with very comfy beds. Julia is a gracious, gorgeous concierge, accommodating to our every need.

The beds here are so uncomfortable and ROCK HARD, with springs that could feel poking into us. We literally were unable to get any sleep at all due to the severity of the discomfort. They were so bad, we literally chose to sacrifice our second night fees that we had booked and go to a different hotel for our second nights stay. The cleanliness of this hotel wad also quite poor, The only good thing about this place was the spa, but that is by no means a reason to stay here, as the beds discomfort far outweighs any benefit of the spa.

Loved our overnight stay in a balcony waterfront room - thank you. The gorgeous staff member who checked me in was professional, attentive and friendly, however check-in did take a longer than anticipated amount of time due to me using a gift card which was apparently not a common occurrence. Although we enjoyed our stay, please accept this feedback on our stay, for you to consider; When trying to use the tv in the lounge room we found it would not turn on with either remote. The bedroom tv turned on however there was no volume accessible. Also, although we were approved for a late checkout of 11am when we were checking in, we are disappointed and were shocked at the time to have a male staff member enter our room (without knocking) at 9.45am, which was prior to even the standard 10am checkout time! This was confronting, and not a pleasant experience for us and hopefully something you can address with your housekeeping staff so it doesn’t occur for other guests…. I feel like the late check-out was not recorded on our booking as we also found when trying to exit the carpark that our room key didnt register on the car park scanner meaning we needed to wait for another car to enter the carpark and raise the boomgate for us to get out. This was an issue as we couldn’t reverse either due to 3 cars immediately behind us also wishing to exit at the time. Whilst my partner was eventually able to exit the carpark, I hopped out of the car to come up the lift to speak to reservations and hand in my key. As the room key had obviously been disabled, I was stuck in the carpark without phone signal to call anyone and not be able to access the lift and had to wait a further 10 minutes for another guest to open the boom gate as they departed before I was able to exit on foot via the carpark. Overall, a pleasant stay even with these issues that we had, and we would consider staying again some time.

Recently stayed at this hotel. Most of the staff was pleasant. If you are interested in a clean, fresh smelling room, this is not the place for you. I know that they are capable of providing one, because the day before I checked out I actually saw a room that fit the bill. When one guest brought it to the attention to one of the staff regarding her room, she came into the room with a dirty mop and a dry rag, which, as you can imagine, did nothing but make matters worse. Hence I sanitized my own room with hospital grade wipes.