The hotel itself was good. Exactly what you would expect. I was shocked by the customer service I recieved! I would never stay there again. Customer Service is so important to me as the hotel staff have the ability to make a good stay a fantastic one! No one cares about you. Receptionist's can't even answer basic questions like what should I do in Melbourne or where is the closest Vodafone store! When you walk past the front desk no one even looks up at you or says Hello. I wrote a letter of feedback to management and I did not recieve a reply (at this stage I am not suprised). I wouldnt stay here if someone payed me to.

In case you are interested here is the letter I wrote:
I recently stayed at your hotel between the $%# Dec until the %^# Jan and I would like to pass on some feedback.

Firstly you have a wonderful hotel. The decor and facilities are really excellent. The room was exactly what I expected and it was lovely. What disappointed me on this stay was the service I received. When looking for accommodation the room and facilities are important however I believe it is the service you receive that really makes an excellent stay. I chose your hotel because I know your brand represents a quality product and I was impressed that it was rated 4 and a half stars. But overall.. To be honest I have received better service in three star properties.

Before arrival I sent an email to the hotel requesting a high floor 20 or above. I received a response that was generic (which i do understand as you probably get many emails regarding requests) which stated we can not guarantee anything however we will do our best. Upon check in we asked if our request was granted and the receptionist stated the room type we booked only went up to level 11. This was one of my first impressions of the hotel and I was very disappointed. I do not think it would have taken any more time to simply reply to my email and inform me that it was not possible.

The receptionist who check us is was not very friendly, he was polite but never smiled and sounded very miserable. However he was nice enough to move us from the 8th floor to the 11th when he found out about our request.

After dropping our bags in our room I visited reception again and asked where the closest Vodafone store is. It took to receptionist 15mins to tell me the nearest one is on the corner of Bourke St Mall! That was really ridiculous. How can a front office team member not be aware of a telecommunications store that is literary down the road from the hotel. Other questions I asked during the stay weren't answered that well either. When I asked a receptionist what is the one thing i have to do while i am here, she told me all about the Tutankhamen exhibit at the museum and sold the idea to me! however after 5 minutes of telling me how amazing it is she looked it up on the website and realised the exhibition closed about a month ago. Simply asking for an email address of the General Manager to pass on feedback seems to be too hard to answer as well as I have recieved three different responces!

On New years day we were fairly tired from a long day out, we had a late lunch and wanted to order room service at about 9pm. When i called to order, the GSA informed me that room service was not available as the restaurant was shut. I do understand that its a public holiday but I really wish I was informed about it earlier.

The day after new years day we left the room at 9am and returned at 6pm to find that our room wasn't refreshed. I called front office and they informed me that it was a public holiday and so housekeeping are not working. Once again there was no communication about this. At this point i was furious. The receptionist didn't even offer to have any towels sent up stairs! There was no thought of how can I mend the situation.

I have not written this email for any other reason other than the fact that I work in the Hospitality industry and I realise how important feedback is as this is the only way you can improve. I hope this email will enforce some changes. As for me I am deeply put off staying at your property again nor will i recommend it to anyone.

Citadine on Bourke is a tall slender building that fits in between the high rises of Bourke Street. You're more likely to get a view of rooftops of adjacent buildings than majestic views of Melbourne, but if you're only here for a couple of nights as we were then this shouldn't matter. More important are the clean, simple rooms, plenty of space for luggage, comfortable bed, kitchenette for making tea and breakfast and spacious shower. No opening windows unfortunately, but the aircon was quiet and not dessicating like some. Check in/out was fuss free but room hadn't been cleaned by 3pm, which we put down to being on a high floor. Overall this is an ideal base for a short stay in Melbourne at less than $200 per night.

We stayed at the Citadines on Bourke on a recent trip to Melbourne and stayed 3 nights in the Executive suite. The hotel room was exactly what we were after - it had the basic amenities and was very clean. The view was fantastic as well, especially at night. It's in a great location and is close to all of the trams, shops, restaurants and cafes.

The only criticism I have is their beds. We had a king bed, which was basically two singles put together. I did ask reception if we were able to have a single each and was informed that it would be an extra $25. I thought that was a poor reflection on the hotel and naturally I passed up on that. The other thing is that house keeping is not offered on Sundays. It would've been great to have come back to our hotel on Sunday after a long and tiring day of shopping and have our room made up and replenished with fresh towels, soap and shampoo.

Other than that, my friend and I enjoyed our stay at the Citadines. We only really needed a room to crash at night and the Citadines delivered. I would stay again, only if I can find the same rate I got from webjet. I'm giving it 3 and a half stars.

Our room was very clean and the staff, extremely friendly. Upon departure, they checked us in on our flight and printed our boarding passes without any hassles. The hotel's conveniently located right on Bourke st. The main shopping areas as well as the quirky cafes and restaurants, nestled away in the side street alleys, are all easily accessible by foot. We had issues with our tv however upon request, someone was promptly sent up to our room and the problem was rectified. We were very happy with the service we received. Overall, we had a pleasant experience.