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Frequently Asked Questions

Close-up on a gold d├ęcor in the lobby at Crown Hotels

Crown Hotels FAQs

Can I pre-pay my accommodation at Crown Hotels?
Prepayment of accommodation will only be accepted three or more days prior to arrival. Please call the Reservations team on 1800 808 878 to arrange.
Prepayment with a Gift Card can not be accepted over the phone/email and must be presented on arrival to the Front Desk team.

What time is check-in at Crown Hotels in Melbourne and can I check in early?
Check-in time for Crown Towers Melbourne, Crown Metropol Melbourne and Crown Promenade Melbourne is from 3pm.
If there isn’t a room available at your time of arrival you will still be able to register for your room and we will securely store your luggage. The Front Desk team will call or send you a text message to advise when the room is ready.

What time is check-out for Crown Hotels in Melbourne?               
Check-out time for Crown Towers Melbourne, Crown Metropol Melbourne and Crown Promenade Melbourne is 11am.

Can I arrange a late check-out at Crown Hotels in Melbourne?    
Check out time for Crown Towers Melbourne, Crown Metropol Melbourne and Crown Promenade Melbourne is 11am, unless you have booked a package that includes a late check-out time.
Late check-outs may be available for an additional fee from Monday to Thursday. Please call the Reservations team on 1800 808 878 to enquire about availability.

Where is breakfast and how much?         
Breakfast at Crown Hotels in Melbourne is available at the Conservatory, Mr Hive and Mesh. For times, prices and menus, please visit:
Mr Hive:

What are the pool access guidelines?     
Access to each of the hotel pools is available to registered guests of the allocated property only. Guests are not permitted to bring visitors to the pool or use the pool at another hotel. Children are only permitted to use the pool areas when actively supervised at all times by a responsible adult who must be a current hotel guest.
Please note we are unable to guarantee access to the pool prior to guaranteed check-in time.

I have Crystal Club included in my booking, what is part of this experience?          
The Crystal Club is an exclusive space to relax and indulge on Level 3 of Crown Towers Melbourne. Private check-in service, as well as complimentary breakfast, afternoon tea and pre-dinner drinks, are included as part of your stay when Crystal Club is included in your booking. 

7.00am – 9.30pm daily

7.00am – 11.00am Monday – Friday
7.00am – 12.00pm Saturday – Sunday

Afternoon Tea
2.00pm – 4.00pm daily

Pre-Dinner Drinks
5.00pm – 7.30pm Sunday – Thursday
5.00pm – 6.30pm Friday – Saturday

Can I leave my luggage before or after my stay?                
Yes, our Bell Desk team can store your luggage before your room is available on the day of arrival and after you check-out on the day you depart.

How do I get to Crown Hotels?  
Crown Hotels in Melbourne are located at 8 Whiteman Street Southbank, VIC 3006.

What are the parking options at Crown Hotels Melbourne?         
Crown visitors are able to park at Crown's Multi-Level Parking or at Atrium Valet Parking. Hotel guests are able to park via valet parking at their allocated hotel for ease. Click here to view pricing and directions.

Where is Crown Spa Melbourne located?             
Crown Spa is located on Level 3, Crown Towers Melbourne.

How do I book a treatment at Crown Spa Melbourne?    
Treatments at Crown Spa Melbourne can be booked via the website at or by calling 03 9292 6182.

Can I buy a Crown Gifts Card?    
Crown Gifts cards can be purchased online at or at the Crown Gifts store located at Level 1, Metropol Precinct.

How do I book with a Crown Gifts card?
Crown Gifts cards which include an accommodation package can be booked by calling the Reservations team on 1800 808 878.
Crown Gift cards featuring a monetary amount can be booked online for all rates that do not require prepayment (please refer to the T&Cs). You will be prompted to provide a credit card as guarantee, no charges will apply. Upon arrival you may present your Crown Gifts card to Front Desk for payment.

How do I redeem my older Crown Gifts card?
Please be aware, that if you have a Crown Gifts gift card with a card number beginning with 6038 4106, you will need to transition the gift card to a digital card before it can be redeemed. Step-by-step instructions on how to do this can be viewed here. We encourage you to transition your gift card prior to your visit to Crown.

Which restaurants can I dine at during my stay?
Crown Melbourne offers a range of incredible dining experiences. To view the full range of restaurants and bars, as well as opening times and menus, please visit:

How do I book a restaurant reservation?              
Restaurant reservations can be made via the website or by contacting our Guest Services team on
03 9292 5777.

Do Crown Hotels properties offer foreign currency exchange?
No, Crown Hotels properties do not offer foreign currency exchange.


Crown Direct FAQs

I haven’t received an email to verify my new Crown Direct Account. How do I do this?

Once you have signed up to Crown Direct using your email and password, you should receive a verification email to your inbox. To ensure you have received this email, please also check your junk/spam mailbox as sometimes the verification email can land there. If you have not received a verification email to your inbox at all, please contact our team on for assistance.

I’ve forgotten my Crown Rewards number. Could you please let me know what it is?

Please note, Crown Rewards operates separately to Crown Direct. For Crown Rewards Membership enquiries, please visit Alternatively, please contact To login to your Crown Direct account, you can simply use your email address and nominated password on the Crown Direct website:

Why is my Crown Direct account showing the incorrect details?

If your account is showing the incorrect details our team will resolve this for you. Please contact our team directly on

How do I update my Crown Direct account password?

If you wish to update your new password, you can do this on the Crown Direct homepage, by clicking on “Forgot Password?”  You will then be redirected to the reset password page. On this page, please click on the reset password button and a reset password email will be sent to your email. If you haven’t received a password reset email, please contact our team directly on

How do I change my current Crown Direct reservation?

Please login to your current Crown Direct account to change or cancel your upcoming reservation. Alternatively, for enquiries relating to Crown Melbourne, please call 1800 818 088.