Hotel Chadstone Melbourne Mgallery By Sofitel

Recent Reviews: 187

• User:U7609IYmarkj

  Trip type: Family

  Hotel that is less than it seems

  21 May 2026

  This is a hotel that is less than it seems and I rate it relative to other 5* properties. It is relatively new, the building and rooms are excellent and well appointed, and the location is as advertised next door to Chadstone Mall. The issue is that it is advertised as a 5* hotel, but it does not meet the high standard of service and personalisation expected in 5* properties. It appears that management have decided not to resource the hotel fully and this shows. The staff themselves were very good when they were there.Some examples (far from all the issues). - We never saw the driveway concierge station manned and there was never a doorman. We had to make our own way to reception with our luggage.- On check-in we then were asked if we wanted a hand with out bags up to our room rather than someone just taking them, as there was no concierge staff there.. - In perhaps 40 trips through the foyer over 5 days, we saw someone in the concierge desk 3 times. - There was a mix-up in the booking and breakfast, may have been my fault or may not, but the response was not at all satisfactory and the manager spoke about not being able to make the compromise I sought because of booking conditions and the fact we had checked in. - We decided to have a light dinner one evening and it took 6 calls with room service to arrange two bowls of soup. I do have one allergy we needed to check so perhaps 2 calls were needed to address that, but we ordered and then after ordering they called back saying they no longer had what we ordered and offered an alternate. The soup was lovely but the service frustrating.The hotel is great for the rooms and location if you want to visit Chadstone Mall, but do not expect the 5* treatment you would get in many other 5* hotels in Melbourne.

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• User:334jadeg

  Trip type: Couples

  Great location and lovely rooms

  04 Apr 2026

  Enjoyed our stay Loved the rooftop bar

• User:max736

  Trip type: Family

  Beautiful design and kind staff but busy, noisy and other issues

  02 Apr 2026

  Overall we didn't like our stay here. The room designs are nice - the pictures on the website are accurate. The top floor pool does have a nice view and everything is new and in good working order. All the staff we interacted with were kind and helpful. The main problem with the place is that it is too busy and noisy. There was a long line at breakfast, and the top floor pool (which is a main selling point) was filled with so many kids and families there wasn't a seat/table to put our things on. Without being able to enjoy the pool or breakfast the place loses half its appeal. Other issues - lots of street noise, despite the windows being double paned. And, the windows were quite dirty on the outside, as if they have never been cleaned. I would suggest staying elsewhere unless you absolutely have to be next to the shopping mall.

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• User:Luxhol12

  Trip type: Business

  Good quality hotel

  05 Mar 2026

  Good quality hotel in the middle of Chadstone, easy access to the mall. Breakfast good, rooms clean. Needed to change rooms to get away from the road traffic noise though. Service was good.

• User:KC C

  Trip type: Solo travel

  A 5-Star Price Tag for 1-Star Competence. They will leave you on the street.

  05 Jan 2026

  "If you are considering the Hotel Chadstone for its 'luxury' reputation, save yourself the nightmare and book elsewhere. This establishment is a fraud. On November 11, 2025, I arrived past midnight—exhausted and expecting the room I had guaranteed with my credit card—only to be told they had sold my room to someone else.The management handled this with a level of amateurism that would be embarrassing for a roadside motel, let alone an MGallery property. They 'relegated' me to a subpar, low-quality hotel, then had the absolute gall to make me pay for my own taxi to get there. Because of their logistical incompetence, I didn't get into a bed until the early hours of the morning, causing me to miss my breakfast and ruining the entire following day.The most insulting part? Their 'recovery' attempt. They offered me a 'deluxe upgrade' on a future stay as if that somehow compensates for being stranded at 1:00 AM and treated like an inconvenience. They are still attempting to charge me the original premium rate for a night of stress, displacement, and substandard service.This isn't just a 'mistake'; it is a total failure of integrity. They take your money, fail to provide the service, and then hide behind corporate scripts instead of providing a full refund. Do not trust them with your travel plans. They have zero respect for their guests and even less for the 'luxury' brand they claim to represent. A disgrace to the Accor group."

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