The Sebel Melbourne Moonee Ponds

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We stayed for just 1 night in a two bedroom apartment. It was clean, beds very comfy and friendly staff. Only drawback was a single bathroom (was huge) between us. Smaller bedrooms with an ensuite would have been great, but 1st world problem 🤔 Good location with Cole’s and other shops across the road, and close to main rd to get around.

Seamless from Check-In to Check-out, I’ve thoroughly enjoyed my experience of staying at The Sebel Moonee Ponds where I’ve now resided regularly on and off over the past 18 Months, for both work and pleasure related stays. This a modern well equipped Hotel with excellent Restaurant/bar (Saros) and a well equipped Gym, its located in from what I can only describe as one of the best leafy suburbs of Melbourne. Excellent public transport links from the Train station (3 mins walk) or the Tram stop (4 mins walk) into the CBD, train is a 15 min ride and by tram 20 mins, its an easy drive 15-18 minute to Melbourne Airport. I love the bustling, traditional High Street with its diverse range of individually owned shops, cafes, restaurants and wine bars, combined with Moonee Central and the larger supermarkets, all add to the attraction of Staying at the Sebel, its fantastic to have everything you may need right on your doorstep. So why does the Sebel stand out for me? This hotel is all about its Staff and them having a wonderfully friendly and positive attitude towards all their guests; I have to say, having stayed at multiple quality hotels throughout the world, The Manageress and Her professional Team have made it an absolute pleasure to stay at The Sebel. Everyone from the Reception team right through to House keeping and Bar staff make a huge effort to please their guests and make them feel comfortable and welcome, this is much appreciated, please keep up the excellent work!

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.

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!

The staff and attention to detail at the Sebel are that of a 5 star hotel. I have stayed in many hotels in Melbourne but prefer to stay here because of how the staff fuss over me. I feel like I am staying with family whenever I I stay here. Nothing is too much trouble.