The Victoria Hotel

[NGE]

"Our hats were taken while we were not in our room, yet they choose to ignore this", says Little Dal

In November last year my boyfriend and I went to Melbourne to go to the Melbourne Cup and the Rugby, along with some other friends.

We booked into the Victoria Hotel and were all set for a week of races and Rugby. As we were going to the Cup, we took two hats with us. One being a leather cowboy hat and the other being a stunning lady’s hat, which was made to match my outfit!

On arrival at the Victoria my boyfriend, a mate and I placed our belongings (including the hats) in the room and headed out for a drink. We were advised when we went out we would have to hand our room key into reception and collect it again when we returned. So this is what we did.

As we arrived home rather late that night we hadn't noticed anything missing. The following morning we were getting ready for the Saturday races and when I went to grab the cowboy hat it was gone! Both hats were gone.

We went to reception and advised they were missing. They told us to fill in an incident report, which we agreed to do once we had spoken to our friend who helped us put our luggage in the room the night before. We rang him and he confirmed he clearly remembered placing the two hats on the windowsill inside the room.

We then filled out the incident report with all the information. On the Monday night (prior to the Cup) we were out again and on return we went to reception and asked for our room key. The man behind the counter asked for our name then handed us a key.

When we went to open the door to the room the key didn't work. We looked at the tag on the key and it was for a completely different room!

So here we are, with someone else’s key, knowing they must still be out as we have their key! We took the key back to reception and advised the man what a mistake he had made as if we were dishonest people, we could have quite easily gone into this other room!

Since then, I have attempted to have the cost of our hats reimbursed by the hotel but they refuse to do so. They claim the security in their hotel is of the highest standard and do not believe it is their responsibility. Even after they knew that an incorrect key was given to us at one stage they still claim innocence! They have offered us two nights accommodation but we live on the Central Coast of NSW and do not venture to Melbourne for any reason.

All I wanted was the money for my hats so I can replace them. I really believe the hotel is in the wrong and need to take responsibility for what happens in their hotel. Our hats were taken while we were not in our room, yet they choose to ignore this.

The Victoria Hotel’s response

The Victoria Hotel failed to provide the sponsor of the NGE Top 10 Gripes – BrandAide Communications – with a response to this customer feedback.

[phrosty-boi]

This seems somewhat out of plcae for the vic hotel.
Me and my mum stayed there for a few nights and found it to be very nice indeed.

The handing the room key to reception seems awfully odd (and may i add, suspicious), as when we stayed there we didn't have to do that at all.

We also asked for a recommendation on a place to eat, not only did they recommend a great place for a meal in central melb, we also got a 20% discout card for this palce, which i still use to this day.

From what i have seen and heared, your experience is very out of place, wonder if it had anything to do with the hats being spotted by someone a bit sly at reception?

[not happy, Jan]

I would like to advise that I booked a room at Victoria Hotel, Melbourne, Victoria prior to my arrival. The receptionist that took my booking assured me that there will be an arrangement in place for the coach back to Tullamarine Airport the following morning. Not done.

The cleanliness of the room did not match what was on Victoria Hotel's site. I took photographic evidence and went downstairs to request another room. This was complied with. Again, the cleanliness of the second room did not match what was displayed on the site. More photos were taken.

In the end, my husband and I left, telling the people at reception that night to expect a complaint to Melbourne City Council's health inspection area the following day. This was acted upon. I was advised by the inspector that, when she got there, both rooms that I attempted to occupy were, at the time, occupied.

Last year, I left a message complaining to the company that runs(?) Victoria Hotel. As at writing this, there has been no response.

[kadee]

Jeezuz how many not happy jans can there be?

[not happy, Jan]

I have just sent an e-mail to Accor Hotels with a link to this section.

I will keep this site updated about any progress.