[Hotel Review] Pan Pacific Perth

On By Satu KosongIn Australia, GHA Discovery, Hanoi, Holiday, Pan Pacific, Perth
Grabbed from official site

After deliberating over my choice for a quick overnight rest after my flight lands just past midnight, I decided that this property will offer the most comfort and value since I had expiring D$ to use and with that in consideration, this property was the same price as an Ibis near the airport. The icing on the cake was the fact that the property had recently completed a refurbishment of all their rooms so yays to new room!

OneWorld Sapphire Fun-venture

Address – 207 Adelaide Terrace, Perth WA 6000, Australia. Website.

Contact – Tel: +61 8 9224 7777. Email: enquiry.ppper@panpacific.com.

Location – “centrally located on Adelaide Terrace and just steps away from the city’s best shopping and dining attractions” is what is written on the property’s website but in reality I found it a little out from the heart of the actions – maybe its I was grumpy / tired on arrival and also didn’t walk around to explore?

Price – AUD190++ (~SGD168) booked for a Deluxe King via the GHA app under the Discovery Exclusively Yours promotion – I thought was a steal even as room-only. Taking a further USD78 D$ off, I only paid total AUD77++ (SGD68++). It also pays to check for prices earlier (and book a cancellable rate) as I made this booking 3months prior, and by 2 months out, the price has increased to AUD334++.

Pre-arrival – Not great as my email queries to ask about Titanium benefits, airport transfer etc were met with quick response but curt replies like the below. BUT then a few days out, the Guest Experience Manager reached out offering a choice of welcome gift as a Titanium as well as offering airport pick up if I’d like. Eh? Anyhows, I inquired and it was AUD177 which I declined and opted to reserve a Klook transfer for AUD102

Getting There – My klook pickup was ready on arrival and I was thankful to be able to hop on the ride at close to 1am. The ride from Terminal 1 to the property took about 20mins in the quiet of the night.

Getting to the property at such hours meant that there was no one at the driveway and the front door was locked, with no instructions on what to do. We pressed what we thought was the doorbell and even though the lone staff saw us standing there with our luggage, she made us wait outside while she attended to her guest. Another staff popped out but he did nothing and simply went back in.

We were eventually let in after a while of waiting but I cannot help but think it would have a better experience if they:

  1. Have a note on the front door informing of the door’s working hours and what to do if you are a guest arriving for check in.
  2. Let us in first so we know they acknowledge our presence and waiting for the earlier guest to be attended to first will be perfectly fine. This is especially when I’ve informed the team of my arrival time so even more so the wait shouldn’t happen. Or perhaps we look homeless haha.

So first impressions – not great!

Check In – The actual check in was fuss-free – we were informed that we’ve been upgraded to the Premier Room with River View, and were soon on our way to the room after 10mins. There was no welcome letter of sorts though, and the breakfast info was verbally conveyed to us.

Room – The Premier Room with River View (29SqM) was a renovated one (thank goodness) and feels like the new room it is, with the modern brown color tones and new designs. There is of course the usual wardrobe and closet space which is functional but not much use to us for the short stay.

The bathroom is a cosy but modern block of marbling with a single sink, open concept toilet, as well as a separate standing shower. Toiletries are pump sized Balmain ones which was nice.

The bedroom is a square of a cushy king bed, decently sized bedside tables, as well as a couch with coffee table.

In one corner is the mini bar spot where complimentary water is provided, together with a welcome note from the Guest Experience Manager + a note to let me know they’ve placed my choice of welcome amenity in the fridge which was a nice touch.

Breakfast – we decided to add breakfast for AUD28 per pax prior to arrival for a more relaxed morning. The regular price is AUD42 and even with Titanium discount of 25%, the pre-arrival rate is still better.

Breakfast is served at Monty’s from 6:30am-10:30am, and it was a lively spot at 8am. I was surprised that the place seemed very “un-5tar” and sadly it felt like it belonged more to a mid-tier property with its canteen style setting. Guess this is not one of the spots which got love from the renovations?

The food itself is also rather middling with nothing unexpected from a buffet breakfast. It’s still more sufficient to start the morning with don’t get me wrong – just that I expected more from a 5-star Pan Pacific property. Either that or I’m used to seeing huge buffets from Asian hotels.

Facilities – the property does not have a pool but it does offer a fitness centre located at the lower lobby area but it looked quite depressing in its enclosed basement setting.

Service – Nothing much to review about for such a short stay save for the bumpy check in process which I really hope they can improve on!

Check Out – done in person at 10am on a weekday as I wanted to offset my bill using my D$ (and this was informed to the team prior to arrival as well). The staff noted my intention and told me I actually don’t need to wait around as he would be able to complete the deduction of the D$ and charge the balance to my card backend – plus he will send a copy of the final bill thereafter. With his assurance and after taking a shot of the bill, I left the property for my next stop.

I did receive a checkout folio thereafter, but it was not explicit on the D$ deducted and final amount I should expect on my card. I also checked my GHA account and to my horror, saw no D$ deduction from my account for the stay. To make matters worse, D$50 had already expired 1 day later my check out day. So of course I wrote in to the same sender email to ask for clarification.

To their credit, I got an acknowledgement from the Guest Service Agent and a few hours later, an email from the Duty Manager who confirmed that my D$ was not deducted at all and that they will promptly rectify the issue including a refund of the overpaid amount to my card. They also assured that they will resolve the ability to use the expired D$50 with GHA directly and for me to expect an update once everything is completed accordingly.

At the time of writing, I am still waiting for their update. Haiz.

In Summary,

here’s to hoping the issue will be resolved quickly as promised, and if so, then this will indeed be a great choice for my short 19hr stay.

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