The Sofitel on Collins in Melbourne prides itself on being one of Australia's grand hotels.
But the experience of one long-term traveller would suggest that the Sofitel has degenerated in its service to guests and is offering close to a one-star experience.
The businessman checked in and was offered a room on the 38th floor which commands spectacular views over Melbourne and the Dandenong Ranges.
Unbeknown to the guest who was not offered a choice, he was about to be holed up in a filthy, putrid smoking room where his mild asthma played havoc on his lungs for three days.
The Sofitel on Collins has only one smoking level - the 38th - and without any indication of what was about to confront him, he was placed on that floor level without any indication by the check-in clerk.
To make matters worse, on his last night, he was awakened by the sounds of a drunken guest outside his room repeatedly calling "Jessica, Jessica - you're coming with me" over and over again.
To top it off, the near-midnight rendition from downstairs of Happy Birthday woke him again just hours before he was to leave for Melbourne Airport.
The internal signage around the Sofitel is woeful and the key cards for room entry are printed with light gold lettering on a black card making it difficult for guests to orientate the card in the correct way in the darkened corridors of the hotel.
On checkout, all the hapless guest was offered was a feeble "I'm sorry" followed by the reverse blame: "You should have told us earlier".
No, the Sofitel should have avoided the problem at the point of check-in.
Whoever is in charge at the Sofitel on Collins in Melbourne should be given the Royal Order of the Boot, so that the chain's image doesn't suffer any longer.
But the experience of one long-term traveller would suggest that the Sofitel has degenerated in its service to guests and is offering close to a one-star experience.
The businessman checked in and was offered a room on the 38th floor which commands spectacular views over Melbourne and the Dandenong Ranges.
Unbeknown to the guest who was not offered a choice, he was about to be holed up in a filthy, putrid smoking room where his mild asthma played havoc on his lungs for three days.
The Sofitel on Collins has only one smoking level - the 38th - and without any indication of what was about to confront him, he was placed on that floor level without any indication by the check-in clerk.
To make matters worse, on his last night, he was awakened by the sounds of a drunken guest outside his room repeatedly calling "Jessica, Jessica - you're coming with me" over and over again.
To top it off, the near-midnight rendition from downstairs of Happy Birthday woke him again just hours before he was to leave for Melbourne Airport.
The internal signage around the Sofitel is woeful and the key cards for room entry are printed with light gold lettering on a black card making it difficult for guests to orientate the card in the correct way in the darkened corridors of the hotel.
On checkout, all the hapless guest was offered was a feeble "I'm sorry" followed by the reverse blame: "You should have told us earlier".
No, the Sofitel should have avoided the problem at the point of check-in.
Whoever is in charge at the Sofitel on Collins in Melbourne should be given the Royal Order of the Boot, so that the chain's image doesn't suffer any longer.
