We love staying here. We usually book a deal through the entertainment book when they have valley parking and buffet included. It has decent rooms and a lovely pool. It also is home to one of our favourite restaurants.

My partner booked the King Luxe room with buffet breakfast as a special Valentine's Day treat.

We arrived at the hotel at 5:30pm but upon checking in, my partner realised he'd accidentally left his wallet at home. We were both quite distressed as the booking had been made under his name and returning home would take at least another 2 hours plus we'd already made dinner reservation at Crown for 6pm which would incur a cancellation fee - we explained the situation to reception, who responded quite unsympathetically, simply telling us we'd just have to go home to fetch my partner's ID, despite my partner showing them the emailed booking as well as the credit card details for the booking.

After being hand-balled three times between different receptionists, the third receptionist advised he may be able to confirm my partner's identification by asking a series of questions. My partner confirmed his date of birth, address, credit card details and email address without hesitation. Having only recently changed phones, he was slow to respond with his mobile number, to which the receptionist promptly advised he couldn't confirm his identification and we would need to return with photo identification to prove his identity. We re-iterated our situation and asked again if there was any other way to check in to our hotel room.

Reluctantly, the receptionist went to ask his manager, later returning with a security guard at his side, advising us he could re-make the booking under my name. Throughout the new booking process, the security guard stood adjacent the receptionist watching us closely - we felt like criminals in a jail ward.

We confirmed twice regarding the breakfast - location, times etc. The next morning, we made our way to the buffet breakfast area at Mr Hive only to be turned down as we didn't have our vouchers which we were told should be in our hotel room. We returned all the way to our room only to find no vouchers had been given - we rang reception, who said they'd bring them up to us right away and offered to extend our checkout time to 12pm due to the inconvenience/wait. We waited 20minutes before receiving our vouchers.

After breakfast we returned to our room only to find our key not working. We rang reception AGAIN and they told us to bring our card downstairs - turns out they extended our check out time but didn't even update the card. The receptionist said he'd extend our check out time again to 12:30pm because of the inconvenience and because otherwise we'd be charge a late check out fee. So we ended up wasting an extra 2hrs in the morning and were made to feel indebt to the company because they "graciously" offered us late check out - despite everything being the fault of their own poor service.

The room itself was great - clean, spacious, well laid-out. The hotel facilities were quite complete with a pool looking out onto the city, steam room, gym etc. The casino was readily accessible from the hotel and shopping was also quite convenient; overall, the hotel itself was lovely, however, I'm not sure this makes up for the poor service and rude staff. There seemed to be a clear lack of communication and organisation, and the staff weren't very helpful or empathetic at all - we felt like we were being treated more like sheep than valued customers.

Approximate cost: $400

Strategically located! Near all the scenic and shopping spots in Melbourne. Lots of cafes and restaurants near the complex. This hotel is advertised as a 5-star hotel, but actually hotel experience makes you think otherwise. The service doesn't even come close to a 4-star standard. The concierge is excellent, reception is poor, housekeeping is very poor, hotel facilities is good, room amenities is just ok. If you're looking for a great location, this hotel is a good choice. However, if you truly want to be in a 5-star class hotel, this is not the place to be. And one more word of caution, if you think you'll get a room with a view, forget it, as there is more chance you'll get a room with a view of the massive car park!

Approximate cost: $400

Iv stayed here three times, the last time a few weeks ago. It is a beautiful hotel with lively decor and the staff are friendly. Valet parking is very busy and you cannot call ahead to get your car so you have to wait, although they do have free latte's in the lobby for while you wait. The 2nd time I did express checkout and I was charged for 2 items from the mini bar I did not consume. It was impossible to get onto someone about it, I eventually got my money back for only one item and by that stage I'd given up! Apart from that it's a great hotel

I stayed here for my boyfriends birthday, everything was perfect. We had a lovely view, the bed was so comfortable and the shower was nice and large. It is close to everything and the service is wonderful. I wouldn't stay anywhere else for a special occasion.

Approximate cost: $300

I booked this hotel as a special when seeing the Pink concert. The service and hotel were amazing, its joined to the casino for easy access to restaurants/shopping. Great location still within walking distance to the city, but tram stops also nearby.

Spent NYE here for my birthday. Hotel was lovely as were the rooms. Did advise hotel it was my birthday and was disappointed not to receive any champagne for the occasion. Will go back again. Great location!

Approximate cost: $220

I stayed here with my wife for our third wedding anniversary. We had booked using a bonus special advertised through the My booking website of the Entertainment Book. With it, not only were room prices reduced dramatically but we received complementary breakfast and valet parking. To our surprise, our room was also upgraded. The room's were lovely. Not as big as what we are used to but still very comfortable. We received a bottle of wine on our first evening also.

The not so good:

The body supplies contained a variety of toxic chemicals and I subsequently had to hunt down and purchase some safer alternatives to use during our stay. Having quality and well sourced products is something we'd come to expect in five star hotels and this was the first in a few years that had supplied something obviously cheap and unthoughtful.

The breakfast was quite average. The juice was a cheap bottled variety full of preservatives. We are used to having access to fresh juices at hotel's. Most five stars we've stayed at internationally have organic options also (although I don't often expect it in Australia, we still hope) They didn't have any milk alternatives available apart from a non organic variety of Soy which I will not drink. The buffet was quite large but without many vegetable options. I was surprised they didn't have spinach, mushrooms or tomato.

The end result:

The hotel itself was in a great location and we thoroughly enjoyed our stay. The staff were relatively friendly, not as engaged as some of the other hotels we've stayed at, but still acceptable. The deal we got was fantastic and allowed us to try out the hotel. It's not somewhere we'd stay again if we wanted a ultra luxurious weekend. Instead, it's a place to be in the bustle of the casino and city, close to the entertainment centre and discount shopping.

Approximate cost: $230pn

Stayed here for our wedding anniversary. The queue times at check in and check out were quite large, but moved fairly quickly.
Room decor is very modern. Didn't really like the mustard yellow carpet, but tastes are very personal.
Disappointed to see that our marble coffee table hadn't been cleaned- it had 2 mug ring marks and a stain from spilled liquid.
Bed was very comfy. We got a message on our in room phone, and also on the tv, that breakfast delays were expected and to go down before 9am if possible (breakfast runs 6.30-10.30am).
Didn't find any delays at breakfast. Was surprised to find that they don't make chai lattes, and I was offered a skinny latte instead (I don't drink coffee!).
Didn't find the service personalised like at other hotels, where we have been asked why we are staying. I mentioned in the comment booking box that we were staying for our anniversary, but did not get a congratulations like we have at other Melbourne hotels which I thought was odd.
Everything was just 'nice' and there is no wow factor to make me want to stay here again. Back to the Grand Hyatt next time.

I feel like with what the business has, they could do much better to make people feel better about staying here.

Nice establishment, staff were quite polite, but doesn't have that X-factor for me to choose this place over another. Perhaps I feel that there was a lack of 'passion'.

I wouldn't mind staying here again though

We had a really great experience at Crown Metropol. The valet staff were incredibly helpful and polite, rooms were spacious and well kept.
There is access directly to the casino which is great.

Room service menu is pricey and servings are ridiculously small for what you would expect but the food is faultless in quality and taste.

The spas are separated into male and female as they are in the toilets which we didnt like as it meant I didnt get to relax in the spa with my partner, also the pool area seemed very open, the staff counter was right next to the pools and the staff were so bored they were practically staring at us the whole time which was kind of creepy.

Cleaning staff were just lovely and helpful and clearly work hard to get the rooms spotless.

Will definitely stay there again, in fact we have already booked our next stay and cant wait

Approximate cost: $400

We stayed here for 2 days over a weekend. The hotel building location, room and facilities were 5 star as expected. The decor was modern and inviting and the bed comfy. Great digital TV. Unfortunately the service was a letdown. Their breakfast times were shortened due to their own delays - really inconviniemt for those who like their Sunday morning sleep ins! Our newspaper wasn't delivered at all for both days (even though we specifically requested it twice). Also the queue at check out time was enormous and they didn't have enough staff to cater for everyone waiting to be served. When we finally got to the counter to check out, we weren't even asked how our stay was showing a 'lack of interest' attitude. Quite disappointing.

We got a great deal from the Entertainment book for Metropol which was a great incentive to stay there. We were in a Luxe room which was very spacious and furnished well. Had a lovely city view which I couldn't fault. Went down to the pool near Sunset. Windows in the pool area were a bit dirty which was a little disappointing as it spoiled the view. On arrival we had something to eat via room service which was very prompt and yummy!! Breakfast the next morning at Mr Hives Kitchen & Bar was fantastic!! Great access to Crown Casino and all the bars which made for an enjoyable night out.

I stayed in the R60 room which is situated on a corner of the hotel giving you two full view, floor to ceiling "walls" of window with amazing views at night and at sunrise.

The room was nice, well fitted out, the mini-bar was well stocked with good products. Bathrobes were provided as were slippers, both comfortable and clean. The bedlinen was clean, comfortable. Room temperature (heating and cooling) meant you could customise it to your liking. The bathroom was nice and open. Technology in the room was good and modest.

The curtains were a little hard to figure out which button worked what, and there were lots and lots of light switches.

Breakfast at Mr Hives Kitchen & Bar was delicious, and the pool/gym area was amazing. The pool was nice, didn't use the gym or the spa but I bet they were good. The Gym sported lots of high-tech and quality equipment with the fitness area staff very helpful. Towels were provided. The changerooms had a sauna and plunge pool - although I didn't use them! And nice clean showers with shampoo, conditioner, moisturiser...everything you would except from a 5 star hotel.

Only trouble with the room was that, although it said it was a smoke free room and the cleaning charges would be made if you smoked in the room...it did smell like smoke - however we only stayed for one night so didn't make too much of a fuss about it.

The staff at reception were helpful as were the valet staff. however there was an issue with the administration of our stay. We used a voucher which we surrendered at the time of check-in, however the gentleman that helped us at check in forgot to put it in the right place, so it wasn't there for check-out and they hence had to find it. But it was resolved quickly and professionally so no real complaints!

A little further away than other hotels in melbourne, but there is an airbridge connecting the crown complexes so it's really easy to access it's just a short walk.

for a $400 room for the night, it wasnt amazing like i was hoping for. although the bathroom was very modern and beds were comfy. was just a bit confined!

Approximate cost: $400

Very expensive room at $400 a night but well furnished and great location. Service was lovely and they were prompt in bringing extra linen and tea and coffee. Pool was amazing but shame it is a hot tub and not a spa. Unfortunately the bed was the most uncomfortable I have ever slept in.

Approximate cost: $400

We got a great deal to stay here over a long weekend - there was a big wait when we checked in, but it was just after they opened, so I guess that was understandable. The actual room was really nice.

great location, funky interior, nice size rooms, outstanding pool, beautiful bed and bed linen, car park staff fantastic, the only thing that lets the hotel down is the reception staff. Unfortunately they are an embarrassment to australian tourism, they are obviously not trained at all, and have no idea, its a real pity to have such a beautiful looking 5 star hotel so let down by this

For a Luxury experience this is accommodation you can not go past. My partner and I just spent one night in one of the king bed rooms. This included a free buffet breakfast which was definitely a good incentive. I think the only bad thing was that we didn't stay for more than one night. Very stylish and well furnished. I loved the modern detailing and decor.

Approximate cost: $250