Heidelberg West Holidays from £1,773

Possibly our best ever hotel stay in Melbourne CBD. Additional snack bar was a big hit with our kids. Great building, huge rooms. A big winner.

We arrived at 1 Hotel Melbourne in a state — and left as devoted fans. We had driven down from Sydney to collect our new Labrador puppy, Titus, and were on our way home when the car failed on the Hume Highway. What followed was five hours stranded roadside (the state of that road is a national disgrace in its own right), a long wait for a tow, and then another hour and a half back into Melbourne. By the time we pulled up at the hotel we were frazzled, filthy, and travelling with an eight-week-old puppy. Very few hotels will take a dog at all, let alone at short notice, let alone a puppy. 1 Hotel Melbourne didn't merely permit him — they embraced him. Bedding appeared. Toys appeared. Titus was greeted like an honoured guest by every single person we passed. They arranged charging for the car without our even having to ask twice, and when they understood what sort of day we'd had, a complimentary glass of wine arrived in the room. It was the kind of gesture that says someone was actually listening. What struck us most was that the excellence was not confined to one heroic individual — it ran right through the building. The valet, the concierge, the front desk, room service: every single team member was warm, unflappable and genuinely kind. For a new establishment, that consistency is remarkable. Most hotels take years to find that rhythm, if they ever do. Our daughter in the States had told us 1 Hotels was a wonderful group. She was right, and now we understand why.