Review of Pan Pacific Perth 5*

This property is not five star and should be avoided. From the onset of arrival I was very disappointed with customer service. As soon as you leave the nice polished granite floor lobby and enter the lifts your experience deteriorates rapidly into a realisation that you are by no means staying in a five star hotel. I can say this because I have travelled globally since 1985 and I have stayed in many hotels over this period and I am acutely aware of what a five star hotel actually is and should be and I know when things are not what they should be. Exiting the lift to make your way to your room you it is obvious that this building is tired and dirty and is well past a need for refitting and painting. Floor carpets are worn beyond acceptability or respectability for this property. Upon entering our room we discovered broken and chipped walls, very poor water discharge in the bathroom flooding under doors, a mattress that should have been turfed out in 2003 with a large middle section of coil spring failure, musty and dirty and moulding fixtures and fittings (bathroom, main window). After two nights and suffering back pain induced by the mattress, I demanded and was provided with a new room with a normal mattress. The female manager was pleasant and helpful and wanted to correct our difficulties. The ground floor bar staff do not understand basic customer service and will not engage yourself at the bar for quite a while (>2 minutes) in a typical serenade of pomp and humiliation for your presence (regardless of what you are wearing). The breakfast restaurant and service is excellent (thank you very much Irene) and the only worthy good experience for this property. The building location is excellent but do look across the street or somewhere else as this is not global Pan Pacific Standards by any means. We stuck it out for eight nights but should have departed sooner. Complaints to Qantas hotel bookings were met with no response or action at all and they had taken our money already. The female manager tried to make amends but was obviously restricted by the dynamics of her position and authority and constraints her employer had placed around her role in this location together with the "run down" condition of the property overall.