Rated 1 out of 5 by Norm69 Sheraton on The Park poor service at checkin
The check in clerk did not recognise my status which is lifetime platinum, upon check in athough the hotel had all classes on rooms available I booked a cityside king bed, I was put into a room which was two single beds placed together,when I went out the next day the cleaning staff decided to separate the beds and I was left in single beds, which is far from what I booked, the room was not serviced correctly as I had to ring housekeeping to replenish the supplies.
The chair at the desk did not raise and was not ideal to do any work. Since Starwood introduced the Suite Awards I have not received any Suite Upgrades at any Hotel I have stayed in Australia other countries provide better recognition.
October 15, 2013
Rated 2 out of 5 by JohnMa Bi-polar Hotel
I regularly stay at this Hotel during the business week and it is a home away from home. I decided to spend a weekend in Sydney at this Hotel with my wife expecting the same level of service and attention. It became apparent that I should avoid this Hotel on weekends as it is catering to a clientele where the Hotel seems less able to pay sufficient attention to its loyal (Platinum) regulars at the same time.
December 1, 2014
Rated 1 out of 5 by Liz57 liz57
the hotel was previously excellent, now unfortunately even if you pay for a park view and you're a basic SPG member you don't get what you paid for. When you raise this with staff you are reminded that you are only basic SPG member (I actually have in excess of 39,000 points). the room that was supposed to be parkview for an 8 day stay only provided a view of the park if you walked to the very end of the room and looked out at a 90 degree angle. the room was adjacent to the staff service lifts so from about 05:00 to 23:00 hours all you heard was lifts moving up and down. I had previously requested not to be in these rooms but since my gold status has lapsed, my requests are not met. The interest of the hotel is only in corporate guests. Beware when the economic downturn intensifies, the hotel will need all the guests that they can attract, not just the corporate ones. The lack of a park view for 8 days is false advertising. When my partner complained she was reminded that I did have access to the Executive Club. I think the Duty Manager missed the point that I had also paid for this access, it was not handed to me as a platinum privilegeon some coporate deal. The staff in Executive Club are excellent and very attentive and Jessica went out of her way to assist us. The Concierge and porters are also excellent. It's unfortunate that the change in hotel management has already filtered through to the reception desk staff. You will start to lose loyal customers with the current emphasis. I would like a manager to contact me to explain why I paid for a parkview room and was not provided with one especailly for an 8 day stay
January 3, 2015
Rated 5 out of 5 by Jimtraveller A great stay
This is one of the three Starwood properties in Sydney, and in my experience, it is the best one.
Great location, next to the traing station and Hyde Park, steps away to CBD and the famous Circular Quay.
Staff have been very professional and courteous. Most of my early check-in (due to north american flight arrival time) requests were granted.
The club lounge is one of the best outside asian countries, which are some of the best in my experiences. The food and drink selections are impressive.
I also had a breakfast package to eat in the restaurant for a few times, and the selections were very nice as well.
Had a few upgrades to suites which were great.
The value is great vs. other Starwood properties in Sydney.
May 6, 2012
Rated 5 out of 5 by FelicityJS This hotel is simply the best.
Everything about this hotel was just excellent.
Our stays here are always exceptional, but the bed has to be experienced to be believed. It is unbelievably comfortable, so much so that I found it difficult to get out of it! Superb to say the least....
Great staff always...very friendly and helpful always.
January 13, 2015
Rated 1 out of 5 by DeeGee Everything here is a problem
Living in Sydney decided for a overnight treat at this hotel with three others couples (3 Platinum and 1 Gold member)
Check in there is not a lane for Gold/Platinum SPG.
No acknowledgment of Platinum or benefits. No welcome letter. No upgrades offered.
When I asked about upgrades were moved from City View to Park View.........as for a suites forget I !!!!!!
WE did not receive any information about Club Room - breakfast drinks gym and hotel details. No one in the group received the welcome letter.
After check in we met at Club Room about 3pm It was very busy and there was not enough staff. We were there one hour were offered one drink !!!! as we left were told we should use downstairs bar during happy hour from 6pm as they will be too busy upstairs.
We met downstairs at 7pm and the staff in the bar there were not expecting Club Room guests so sent as back to lounge ( after we had a drink that we paid for) Got back to lounge at 7.30pm and were told food and drink was finished. We had a drink and were charged again....PLEASE !!!!!!!
Thankfully we went out for a great dinner in Surry Hills.
Called up Guest Services in the morning and was told breakfast in Club Room started at 6.30am.
Called up the group to meet at 6.45am and were then told it started at 7am, so we waited in the hall. The staff wouldn't even let us sit down inside the room. The head chef came past and let us in !!
At breakfast one friend ordered two poached eggs (of the menu at extra charge as he doesn't like scrambled) in the Club Room and they were served in a small bowl by themselves.......no plate , no toast.....
No free water in the room, no turn down service...everything we asked seemed to be a problem for the staff or they didn't know.That is if you could find a staff member ( so under staffed)
This is a suppose to be five star hotel - our service level was two star.
We will never be back !!!!!!!!!!
October 20, 2013
Rated 5 out of 5 by NealZ One of the true gems in the Starwood portfolio
From the moment I arrived, it was a first class experience. A team of well-groomed and professional doormen and bellmen greeted my limousine, welcomed me to the property, and brought my bags in. There was no queue at the Platinum check-in line, and I was immediately greeted, with the utmost of professionalism and courtesy by the front desk staff.
I arrived quite early in the morning, and my pre-assigned upgraded accommodations were not ready, so I was offered any amenities that I needed to freshen up and relax until my suite was ready. I chose to freshen up in the elegantly appointed club lounge and have some breakfast. The staff was incredibly friendly and attentive, and offered - without me having to ask - to keep checking to see if my room had become available.
The wait gave me the perfect opportunity to walk up to the iconic Sydney Opera House, which is about 2 kn from the hotel. (Most of Sydney's major attractions are within walking distance of this ideally located hotel.) By the time I returned to the hotel about 1pm, my suite was indeed ready.
While there were a few people in queue, the front desk clerk who had originally checked me in saw me and called me over to her station, letting me know that she had been checking and that my suite was indeed ready. This kind of proactive and personal customer service was excellent, and truly the mark of a world class hotel.
The suite itself, a standard executive suite, was well appointed, spacious, and comfortable. There was plenty of room in the living room to work and to hold a meeting. The bedroom was also spacious, and the bathroom was perfect with the deep tub and separate glass shower. There was also plenty of closet space.
The complimentary SPG Platinum breakfast served in the club lounge was quite good, and the offerings far exceeded what you would usually find in a lounge breakfast. There was plenty to make a rather substantial hot breakfast. I also opted to upgrade to the full "Feast" buffet in the restaurant, and was quite pleased with both the food quality and the attentive service. While the lounge breakfast was excellent in its own right, the $15 upgrade to the Feast was also an excellent choice for the mornings where I had more time to spend and wanted some additional options.
The evening offerings in the club lounge were also quite substantial. While it didn't amount to a full dinner, I would certainly describe it as "heavy hors d'oerves" and more than enough for a light meal. I was certainly never hungry afterwards. And unlike the typical lounge fare, the evening food was of exceptional quality - from house smoked salmon to Viennese style baked good - and was attended to by a warm, friendly, and attentive staff. And in the spirit of proactive customer service, when the lounge became quite full, the hotel immediately opened an "auxiliary lounge" by hosting overflow guests in the tea room, and providing us with the same high quality food, beverages, and service.
My travels around the world afford me the opportunity to stay in many hotels, and generally I do stay, wherever possible, with a Starwood property. I can say that this is one of the finest properties in the Starwood portfolio, and one I will look forward to visiting upon my next trip to Sydney.
This property has truly earned all 5 of its stars. Mr. Langer and his staff are to be commended.
December 3, 2014
Rated 2 out of 5 by timp73 Double charging
i was double charged for the room then spent a week chasing it to get it back.
did not get the original room i was booked into as it was not ready by check in time
the bags did not turn up to the new room we were in for over an hour and i had to call the reception to get them sent up
the continental breakfast in the so called special club was sub par. food cold and tasteless. good coffee tho
October 20, 2013