Brisbane Marriott Hotel

Customer Ratings & Reviews

TripAdvisor Traveler Rating

257 reviews

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  A dispiriting stay that places Brisbane Marriott Hotel uncomfortably close to the bottom tier of an otherwise dependable

  This was, quite simply, one of the worst Marriott stays I have experienced—an unsettling distinction given decades of frequent patronage across the brand worldwide, including many years at Platinum status. While even major chains occasionally disappoint, this property combines indifferent service, operational dysfunction, and visible physical decline in a way that fundamentally undermines what guests reasonably expect from a Marriott. The result is not merely sub-par, but actively frustrating. ⸻ Service and arrival experience The deficiencies were evident from the moment of arrival. Despite arriving by car, there was no staff presence at the entrance—no greeting, no offer of assistance with luggage. We carried everything in ourselves through an unattended lobby. At check-in, we were instructed to leave our luggage on a cart in the middle of the lobby, unattended, with vague assurances that someone would “bring it up.” The casual disregard for basic luggage security was startling. After reaching the room, we waited more than fifteen minutes for our bags. A call to “At Your Service” yielded not an apology, but an excuse: the concierge desk was “busy.” Efficiency lapses happen; a failure to acknowledge the guest’s inconvenience should not. When the luggage finally arrived, the interaction deteriorated further. The staff member made multiple trips while I physically held the door open, offering no assistance or workaround. When I asked—rhetorically—whether a door stopper was available, the blunt response was simply “no.” I ended up carrying the remaining bags myself. At that point, professionalism had entirely left the building. ⸻ Executive lounge The executive lounge was serviceable, at best. Once cocktail hour began at 5:30 p.m., the space quickly filled, yet food replenishment lagged noticeably. A broken coffee machine dispensed unpleasant coffee throughout, with no staff intervention. The experience felt more like a neglected waiting room than a premium guest benefit. ⸻ Breakfast Breakfast was chaotic and deeply unsatisfying. The dining room was overcrowded, with tables packed too tightly to move comfortably. Staff worked relentlessly to clear tables and restock the buffet, but guest service—eye contact, assistance, engagement—was largely absent. Most strikingly, neither of the espresso machines functioned properly due to missing water, milk, or beans. After flagging this to staff, the machines remained largely unusable. If the operation cannot support high-maintenance equipment, it would be wiser—and frankly more honest—to revert to simple brewed coffee. ⸻ Fitness centre The gym, located on the fourth floor with river views, was one of the few bright spots. It was clean, reasonably equipped, and included shower facilities. That said, the reliance on cable-pulley systems over standard resistance machines will not suit all users, and there was limited space for stretching. ⸻ Condition of the property The hotel shows clear signs of age and neglect. Doors are worn, carpets tired, dining areas dated, and elevators slow and alarmingly noisy. A comprehensive refurbishment is overdue. ⸻ Final verdict The most troubling aspect of this stay was not a single service failure, but a pervasive sense of understaffing and inadequate training. Staff appeared exhausted, disengaged, and largely indifferent to guest experience—rarely smiling, not even exchanging greetings in elevators. This property does not meet the baseline expectations of the Marriott brand. I would not stay here again, nor recommend it to others seeking a reliable Marriott-level experience. One can only hope that management recognizes the seriousness of the decline and acts decisively, because in its current state, this hotel simply does not belong under the Marriott flag.

  Dec 30, 2025
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  Great service

  Spending Christmas in Brisbane and chose Marriott to stay. We have access to the lounge due to status. The hard product is not exceptional. Sheraton Grand, for example, offers a far better one. But the service is top notch. A special shout out to Elizabeth and her team (including Brianna, Lambert, and Christian), who were there on Christmas Day with an amazing attitude and attention to details, making Christmas breakfast truly exceptional. The night before, during canapés, Harry excelled, providing a great experience. Kudos to that beautiful team.

  Dec 24, 2025
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  Hard time getting to the car park

  Apart from the strange way to get into the hotel for car parking the Hotel was a nice stay. It was close to the Customs house where we attended a reunion. I would stay here again.

  Nov 16, 2025
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  Best of the best - amazing service, great rooms - so comfortable

  An absolute wonderful stay from start to finish. A warm, friendly welcome from Jemma on arrival with professional and engaging check-in. It was first time to the hotel and I was made to feel so welcome, with details on restaurant and gym times and location shared. My room was fabulous and overlooked the beautiful Brisbane River and Story Bridge (and wow, no better place to view a Brisbane thunderstorm - incredible). I was surprised at the size of the room, that it had a large long lounge chair PLUS both bath and shower. The bed was super comfortable and I had such a great night's sleep - and the airconditioning kept me cool from the humid Brisbane weather. I met on duty manager, Alex, during my stay and he was professional and attentive. Perfect location to walk into the Queen St Mall, walk along the river or take buses/Uber/drive to any part of Brisbane.

  Nov 03, 2025
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  Great dining, with exceptional friendly attentive staff. A winner!

  The room was very comfortable and clean. The staff were very attentive. Excellent service. The meal in the restaurant was exceptional, melt in your mouth meat with each accompaniment added to the experience. First class dining.

  Oct 18, 2025