Novotel Melbourne on Collins 4.5 stars

Customer review rating (ALL Rating) 3.9/5 6,153 reviews

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Novotel Melbourne on Collins - Image 1
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270 Collins Street, 3000 MELBOURNE, Australia

Description

Hotel extras

  • Our lift replacement project is underway with 2 of 5 lifts available for use.

  • Located in the heart of Melbourne on Collins Street

  • Lane Restaurant & Bar open for breakfast, lunch & dinner

  • Newly renovated heated indoor pool and spa as well as a fully equipped Fitness Centre

  • Complimentary Wifi for ALL!

Our accommodation(s)

Book this hotel
Room 1

Hotel location

Novotel Melbourne on Collins

270 Collins Street
3000 MELBOURNE
Australia

GPS:-37.815963, 144.964961

Telephone
Fax +61 3 9667 5805

Access and transport

Hotel services

Check-in from - Check out up to

On site
  • Swimming pool
  • Pets not allowed
  • Restaurant
  • Wheelchair accessible
  • Fitness center
  • Wi-Fi
  • Air conditioning
  • Breakfast
  • Bar
  • Meeting rooms
  • 100% Non Smoking Property
  • Room service
Near the property
  • Car park

LANE RESTAURANT

Lane Restaurant is located on Level 3 and overlooks iconic Collins Street. This modern style restaurant features an extensive breakfast buffet and, a la carte dinner menu, designed to reflect Melbourne s vibrant food culture.

Our guest reviews

Our guest reviews

100% genuine reviews from our guests

Find out more

ALL Rating  3.9/5  6,153 reviews

Customer review rating 1.5/5

Christopher M. Couples - Confirmed reviews ALL

Dear Christopher, Thank you for taking the time to share such detailed feedback, and thank you for your loyalty as an ALL Gold member. We are very sorry to hear that your eight-night stay fell well below expectations. While we’re pleased you enjoyed breakfast, dinner and the service from our Concierge team, we regret that the overall condition of the hotel, cleanliness and consistency of service significantly impacted your experience. We sincerely apologise for the disruption caused by the lifts. Our long-awaited lift replacement project is now underway, with lifts being replaced in stages as part of a significant infrastructure upgrade. We understand that the reduced lift capacity, particularly alongside periods of high occupancy and conferences, resulted in unacceptable delays during your stay. We also appreciate your concerns regarding guests resorting to the fire stairs when faced with lengthy waits. Your comments regarding cleanliness and housekeeping are particularly disappointing. Hallway carpets not being adequately maintained, visible dust in public areas, inconsistent room servicing, and the bathroom not being cleaned regularly are not the standards we expect. We also apologise that you needed to raise the issue of your bed linen before it was changed. Your feedback has been shared with our Housekeeping leadership team for review and follow-up. We’re equally sorry that some interactions with our team did not reflect the warm and professional service we aim to provide. Your comments regarding the census collection interaction and the delays at check-in have been shared with our leadership team. We also recognise your feedback regarding the tired condition of the rooms, bedding and furniture. We are pleased to let you know that an exciting refurbishment is planned to commence later this year, which will enhance all guest rooms and public spaces. Finally, as an ALL Gold member, we’re sorry that your recognition did not meet expectations. While room upgrades are always subject to availability, we appreciate that recognition extends beyond an upgrade and should be reflected throughout the overall experience. Thank you again for your candid and constructive feedback. We genuinely appreciate the detail you have provided and hope to have the opportunity to restore your confidence in Novotel Melbourne on Collins in the future. Best wishes, Andrew Maynard, General Manager

Customer review rating 2.5/5

Melissa B. Business - Confirmed reviews ALL

Dear Melissa, Thank you for taking the time to share feedback. We are very sorry to hear about your arrival and the difficulties you experienced trying to settle into your room, particularly after arriving late in the evening. We sincerely apologise for the noise surrounding your initial room on Level 7 and for the way your room move was handled. Having to wait for a replacement key, come back to Reception when it did not arrive, and then make another trip downstairs when the replacement key failed to work was unnecessarily frustrating. We appreciate that this would have been especially exhausting late at night, and we should have managed the situation with considerably more care and efficiency. We’re also sorry for the conflicting information you received regarding room availability. We understand why being told that no alternative bed configuration was available, only to ultimately be allocated one, would have added to your frustration and undermined your confidence in the assistance being provided. While we’re pleased that your final room was comfortable and that your departure experience was much smoother, we recognise that this does not make up for the poor start to your stay. Your comments have been shared with our Front Office leadership team for review and coaching, and the noise concern on Level 7 has also been raised with our Maintenance team for investigation. Thank you again for bringing this experience to our attention. We sincerely apologise that we did not provide the welcoming and seamless arrival you should have received and hope to have the opportunity to provide you with a much better experience in the future. Best wishes, Andrew Maynard, General Manager

Customer review rating 4.5/5

Caroline F. Friends - Confirmed reviews ALL

Dear Caroline, We appreciate your kind review. We are truly pleased you found your room clean and spacious, and that our central position made it easy to reach all the highlights Melbourne has to offer. Our team works hard to create a convenient experience, so knowing you could explore the city on foot is a great compliment. We hope the comfortable space and prime location helped you and your friends enjoy your time together. We look forward to welcoming you back for a memorable stay in the future. Kind regards, Andrew Maynard, General Manager

Customer review rating 4.5/5

Helen B. Friends - Confirmed reviews ALL

Dear Helen, We really appreciate your feedback. We truly appreciate your kind words about the overall comfort offered at our hotel. Our team always wants guests to feel at ease and well looked after during their stay. However, we are sorry for any inconvenience regarding the lifts. Please be assured that we are in the process of replacing all lifts in 2026 to enhance your experience. Thank you for your patience and understanding. Nonetheless, it is wonderful to hear that our central location contributed positively to your visit with friends. We hope to have the opportunity to welcome you again. Kind regards, Andrew Maynard, General Manager

Customer review rating 3.5/5

Holly A. C. Families - Confirmed reviews ALL

Dear Holly A. , Thank you for writing a review. We are grateful for your kind words about your overall experience with us. It matters to us that you felt well cared for during your family’s stay and we appreciate your loyalty as a Classic member of ALL Accor. However, we are truly sorry to hear that your stay did not meet your expectations. We sincerely apologise for the inconvenience caused by the lift project during your visit and would like to confirm that all lifts are currently being replaced as part of our 2026 refurbishment programme to enhance reliability. Signage has been posted throughout our lobby and on our websites. We have 1x operating entrance lift and 1x operating accommodation lift during this time. I am sincerely sorry that this information was not able to be seen and communicated effectively for you prior to your stay. We are also thrilled to advise our upcoming hotel refurbishment project will address the issues you have raised in your feedback regarding our facilities. We all hope to have the pleasure of welcoming you again. Best regards, Andrew Maynard, General Manager

Other web-users rate our hotel

  • 2,331 reviews 9.4/10 Location
  • 3,145 reviews 5.3/10 Room
  • 2,848 reviews 7.7/10 Service
  • 101 reviews 2.6/10 WiFi
  • 1,483 reviews 2.1/10 Amenities
  • 1,351 reviews 5.3/10 Comfort
  • 1,114 reviews 4.8/10 Cleanliness
  • 752 reviews 7.4/10 Breakfast

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