The Sebel Melbourne Moonee Ponds

Customer review rating (ALL Rating) 4.9/5 112 reviews

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41 Homer Street, 3039 MOONEE PONDS, Australia

Description

Hotel extras

  • Every room features their own private balcony

  • Located close to Flemington & Moonee Valley Racecourses and Melbourne Showgrounds

  • At your doorstep there is an array of restaurants & local shopping

Our accommodation(s)

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Hotel location

The Sebel Melbourne Moonee Ponds

41 Homer Street
3039 MOONEE PONDS
Australia

GPS:-37.76506, 144.92178

Telephone

Access and transport

Hotel services

Check-in from - Check out up to

On site
  • Car park
  • Pets not allowed
  • Restaurant
  • Wheelchair accessible
  • Wi-Fi
  • Air conditioning
  • Bar
  • 100% Non Smoking Property

Saros Dining

A city style venue in the heart of Moonee Ponds. With opulent chairs, New York style apple booths and a marble bar that is the center piece. Enjoy a carefully curated wine list to complement our European style menu. With cocktails as our specialty

Our guest reviews

Our guest reviews

100% genuine reviews from our guests

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ALL Rating  4.9/5  112 reviews

TripAdvisor Rating  4.5/5  47 reviews

The most disgraceful staff I have ever come across.

TripAdvisor rating 1.0/5

929jayat TripAdvisor review

If you value customer service and your mental health - this is NOT the hotel for you. The staff are led by Belinda Lee, the General Manger who engages in bullying, blackmailing and intimidation if you give any feedback or make complaints against staff members - she will then kick you out of the hotel and cancel your booking if you don’t abide by her manipulation. She is a liar and a gaslighter and dismisses any claims you make. Just read all of the negative reviews - they are ALL in regards to Belinda Lee. I arrived to the hotel wanting to pay cash, and did not realise the T&Cs stated they do not accept cash. I asked the receptionist if there were other options, she was fine, but the man next to her was dismissive, uncaring and rude about it. I told him this. I then asked if I could speak to a manager to come up with a solution and because I was very unhappy about how he spoke to me. In walks Belinda who immediately begins with “I have a zero tolerance policy with rude and aggressive behaviour” and proceeded to tell me she didn’t feel comfortable with me staying there. I was FLABBERGASTED. I told her that I didn’t appreciate how her staff member spoke to me to which she made completely baseless claims (because she was not there to see the interaction) that “she knows her staff and they would never be rude”. I said to her “so I’m a liar?” and she then said “I never said that”. So she’s not saying I’m a liar but also not believing me. At not one point was my feedback ever taken on board and from the get go I was made out to be the problem. My 12 year old daughter is currently receiving maintenance treatment for Acute Lymphoblastic Leukaemia so after a long day I just wanted to get her in to our room, get her showered, take her meds and in to bed. Belinda was not allowing me to check in, based on my “behaviour” so I asked where my daughter could take her medicine. Her response? “You’re welcome to use our toilets”. Disgraceful. I am still shaking at this comment. How someone could even say that - I’m still in shock. After I asked for her ID, as I wanted to take a photo of it, she refused. I asked several times and she then asked me to sit on the couch and “calm down”. If there’s anything that’s more triggering it’s being told to “calm down”. Belinda, I have seen my child deteriorate and almost die - I know what being calm is. At NO point was I being hysterical, aggressive or unreasonable. Me being upset and reactive is reasonable. I went outside for a few moments as I was upset and began to cry. The situation escalated as other friends of mine who were also staying at the hotel saw me crying came to see what was wrong. Belinda came outside and my friend approached her asking why she felt the need to kick me out. This is where Belinda showed more of her manipulation and immaturity. She started to tell my friend a completely untrue version of events (remembering she wasn’t actually present for any of it at first). I came over and started telling my version of events to which, she starts saying to my friend “do you see what I mean? Do you see how she behaves? She just talks over me”. She then only talks to my friend and won’t engage with me! She then says “we have staff members in similar situations as yours who don’t use it as an excuse to behave this way”. I still can’t believe I am even writing this. I still can’t believe someone could be so callous. This woman made false judgments on my character that I will never, ever forgive. Anyway, I wanted to leave at this point but my friend insisted we stay and sort it out. She said she will pay on her card and I’ll give her the cash. Nope, this can’t be done either. At this point I demand Belinda’s business card to which she then tried to come up with a solution. (Every time I wanted her details she seemed to flinch a little). Anyway, her solution? I can stay one night and she will reassess the situation in the morning. This sets off a heated discussion between her and me, my friends and now because we’re inside, the staff. The entire time we’re discussing this, Belinda’s STRETCHING while we’re talking to her!!! I can not make this up. There will be CCTV of it. Anyway, the term and conditions of me being allowed to stay there is that we “move forward”. I told her I would be making a complaint regardless and she said “well that’s not moving forward so I don’t want you staying here”. So that’s the rules: you don’t complain about her and you get to stay. Anyway, my alarm for my daughters chemo came on so I paid for one night so I could her her to bed. I called my mum from the room who then immediately went to the google reviews and lo and behold - every single review is about Belinda including one deeply concerning review on TripAdvisor that detailed near exact events as mine. I immediately called Accor Customer Service the next morning because I will NOT be controlled or remain silent because I have to abide by her rules of blackmail. I also felt extremely anxious about my stay being cancelled (remembering I do not know if I’m “allowed” to continue staying and wanted to ensure she could not cancel my stay). As soon as Accor contacted the hotel in regards to the matter, she slipped a letter under my door advising me to seek accommodation elsewhere. I called Accor back to complain and then received another letter under my door with my money refunded. This is, as stated in an email by Belinda, considered: matter finalised. A little passed 10am she called the room to ask what time I was leaving. I genuinely believe she enjoyed having that power over me, especially because I didn’t do as she said and I complained. She then cut off our keys. I went to the reception and asked to be buzzed down to the carpark. I told the gentleman who escorted me that they should be proud of themselves to which he replied “you need to calm down”. Wow. The Sebel Moonee Ponds can be known as the hotel who kicked a kid on cancer treatment out, and it was also one day before her birthday. My daughter cried all day after being so upset about it. Belinda is a dangerous manipulator and I have no doubt she will respond to this review dismissing my claims, giving false versions of the events, gaslighting me and lying. If I hadn’t seen the other reviews I would’ve been bullied in to believing I was the problem but no Belinda, you and your staff are. 2 days later, my friend saw the staff googling me (I have photo evidence of this). Given the many multiple negative reviews of other hotel guests with similar experiences to mine, it is clear your behaviour is historical and needs to be reviewed.

Dear Jaya Taki, Thanks for you review and appreciate your feedback. This situation commenced because even though the team had sent you a pre-arrival email with information in regards to payment you refused to pay via credit card (however after an hour of being subjected to your aggressive and rude behaviour you had a credit card and paid for the accommodation) There are always 2 sides to every story and there are inaccuracies in yours. - My team came to get me as they could not appease you as you became increasingly aggressive towards them - I was not wearing an ID card I had my master key around my neck - I needed to stretch as I have a sore back and shoulders which was made worse having to stand on the tiles whilst you behaved in the most inappropriate way You attempted to gain sympathy with your friends by creating a group to gang up against myself. Then we were subjected to 4 days of harassment via social media, emails and phone calls and after being asked to leave you re-entered the hotel (you have more front then Myers). For someone whom repeatedly said that they don’t use their daughter to gain anything, your review mentions her a few times and you certainly made sure that everyone knew about it when you were yelling about her in the foyer (much to her embarrassment). Based on my staff’s feedback, the feedback of other guests that witnessed your behaviour inside the foyer and outside the hotel (including representatives from the event that you were attending with your daughter), feedback from guests on the same floor that overheard your extremely loud phone conversations and my own personal experience with you it was decided that it was best you source alternate accommodation for the remainder of your stay in Melbourne. We provided you with a gesture of a full refund of your 1 night’s accommodation and thanked you for your time. As for the image of the team, it was taken and circulated without their consent and we have the person whom took the image on our CCTV. As the General Manager of the hotel, yes my name is listed on the bad reviews (as I will not have my staff subjected to aggressive behavior from anyone) and my name is also listed against the good reviews. Thanks again Jaya and again we wish you all the very best. With kind regards, Belinda Lee General Manager

well located

Customer review rating 4.5/5

Anonymous Families - Confirmed reviews ALL

very professional,polite staff nicely set up room ,very convenient to shopping ,restaurants.......very good

Dear Margaret, We very much appreciate your comments regarding your stay at the The Sebel Melbourne Moonee Ponds. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Belinda Lee General Manager

Great hotel and restaurant

TripAdvisor rating 5.0/5

Carol M TripAdvisor review

My partner and I stay at many hotels and this is one of the best. The rooms are clean with a full kitchen so you can cook your own meals. The service is first class, from housekeeping, reception up to management everyone is friendly. And when you stay, make sure you enjoy a cocktail in the restaurant Saros they are the best!

Comfortable and convenient

Customer review rating 4.0/5

Bruce E. Couples - Confirmed reviews ALL

This was a one night stay and suited us. It is a relatively new apartment and it is comfortable and has good access to the city. There are many restaurants nearby.

Dear Bruce, We very much appreciate your comments regarding your stay at the The Sebel Melbourne Moonee Ponds. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Belinda Lee General Manager

Great Staff

Customer review rating 5.0/5

Maximus C. -. C. O. T. N. L. Couples - Confirmed reviews ALL

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Dear Max, We very much appreciate your comments regarding your stay at the The Sebel Melbourne Moonee Ponds. It has been a pleasure to have you stay with us as an extended stay guest. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Belinda Lee General Manager

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Other web-users rate our hotel

  • 276 reviews 9.2/10 Location
  • 271 reviews 9.1/10 Room
  • 257 reviews 9.5/10 Service
  • 130 reviews 9.4/10 Cleanliness
  • 130 reviews 8/10 Comfort
  • 53 reviews 9.4/10 Food
  • 52 reviews 9.9/10 Vibe
  • 27 reviews 5.3/10 Value

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Price from: 1 night for 1 person in the room category identified within the same price range, excluding additional services and breakfast. This refers to the lowest public price, including all taxes (VAT and tourist tax included) for the accommodation concerned, found on https://all.accor.com/ site today, for a one-night stay in the next 20 days. Varies according to period and availability. The price is only guaranteed at the time of booking. All bookings (foreign) are payable in the local currency where the hotel is situated. Only the amount confirmed during the booking in the hotels local currency is guaranteed. An estimated conversion in your local currency may be given for reference but is not part of the contract. Your bank may charge you bank fees and/or exchange fees at the time of payment.