Rated 1 out of 5 by Disappointed913 Flunks Starwood standards by a mile, and then some
Wow... If I've stayed at a worse SPG property, I can't remember it. 8-year Platinum going on 9, and there was zero recognition. ZERO. It actually struck me when the check-in agent didn't mention it. I've gotten used to the automatic greeting, of "Welcome Mr. X, thank you for being a loyal platinum member of SPG." Well, it wasn't just window dressing this time - they literally did nothing about the Platinum recognition. No room upgrade, and the agent was matter-of-fact about not changing a room later during the stay. The room you get is the room you get, she stated matter-of-fact-ly. "It's SPG policy." WHAT? I've never heard of that policy. If you have a suite open up, you move me later. If one doesn't, then fine, but you don't say, "I won't even try." Good one, SPG - great customer service, and going the extra mile for customer satisfaction! I see you're trending Marriott already. Doesn't end here.
When I check in - no water in the room. I call Guest Services for water. It took 50 minutes for a bell boy to finally arrive with water!! I had to call twice more in-between to ask for an ETA. 15-20 minutes - fine. 50 minutes!!! Unacceptable.
Breakfast in the lounge. For the most part, the staff are friendly. However, if you want breakfast, better get there early! The hours stated are until 10am, but they start clearing food at 9:55. No warning either. It's like they're in a hurry to get out of there. No polite heads-up to guests to get a final serving, like in all other SPG properties I've been to. When I tried to stop a girl to get some more fruit, she gave me a death stare like "How dare you?" Quite unbelievable.
Last fun, just now. After my feedback about the check-in process got back to management, one of the property manager called me on my 2nd night about a room move. Naive American in me, I thought I was finally getting an upgrade. Nope. THEY MOVED ME INTO A SMALLER ROOM!!! Albeit one with natural light. Unlike the dark box they put me in earlier. "Ummmm, manager Robert, this is a smaller room." Robert: "But that's an upgrade." Wow, holy cow, an Australian definition of upgrade is very very different from an American one. From a service perspective, you should probably ask the guest first if they find the new room suitable before having them pack and move. 90 minutes of my life wasted. 90 minutes of my vacation wasted, more importantly.
Unbelievable. This whole staff needs to be re-trained. This group of Aussies are a real piece of work. Send someone down here from Stamford and re-train these folks. Unbelievable. This was a personal vacation. I wish I had stayed elsewhere. A complete waste of good points.
February 5, 2016
Rated 5 out of 5 by spencertorpy Great staff in Lounge and Checkin Staff
Upgraded suite was very comfortable facing Park View. Good Platinum recognition. The club level on the 21 floor is excellent with great staff. If you are not Platinum member I would recommend paying the extra to upgrade. Breakfast was almost the same as Buffet downstairs. The evening drinks and canape service was more than enough for a light meal. The food was of exceptional quality.
I look forward to returning back.
January 23, 2016
Rated 3 out of 5 by Kara35 Treated family poorly
I spent over 100 nights in Sheraton hotels in 2015. I was looking forward to sharing my positive experiences at Sheraton with my family during our vacation in Sydney. I was very disappointed with the way my family and I were treated during our stay. The concierge only assisted me with organizing outings (I assume since I have Platinum status) but would not help my family. Additionally, my family was turned away from the breakfast lounge as they did not have status and could not come in with me. I spoke with the front desk manager and he said there was nothing they could do as it is in their "terms and conditions". Platinum status aside, my family and I should have been treated with more respect and I will not be returning to the Sheraton in Sydney again.
January 19, 2016
Rated 3 out of 5 by SSR7813 Lovely hotel
We have stayed at a number of Starwood hotels and have been to the sheraton on the Park a few times over the last couple of years.
Overall it's a nice hotel and staff are very friendly and helpful.
However, a few things went awry not enough to impact the overall stay but it started to add up.
On arrival, the staff member was very friendly but they tried upgrading our room to a park view which is what was already on the confirmation and also said the room doesn't come with complimentary wifi although that too was on the confirmation. We also requested a crib at booking and on arrival but I had to make a call later in the evening to enquire about one.
Beyond that the stay was let down by the strong smell of what seemed like cigarette smoke coming into our room on the 2nd day. We had a baby with us and were more concerned with what he might be inhaling. We advised staff who said they would send someone in but noone showed up. We called again and some came and sprayed air freshener which did nothing. A maintenance guy changed the filter which was of some relief and then an ozone machine was installed to refresh the room. After this it seemed a lot better but the cigarette smell returned the next morning. As non smokers it's incredibly noticeable and horrible to sit through. It really affected our stay in that room.
This is the only bad thing to say.
I find the staff are generally very friendly and approachable. The price is acceptable and the decor is nice. The food is ok and you get what you pay for on the buffet in the feast restaurant.
December 29, 2015
Rated 1 out of 5 by thecherub88 worst hotel ever!
seriously the worst hotel ever. rooms are small, facilities limited and platinum recognition, NOUGHT!
December 25, 2015
Rated 5 out of 5 by Johnross Sheraton on the park
Exceptional hotel,the buffet dinner is one of the best around great selection and great quality the breakfast buffet is also terrific,really good location for shopping everything is walking distance,we would certainly recommend this hotel to anybody even the fussiest person would be happy with there stay 5/5.
December 24, 2015
Rated 3 out of 5 Check in problems
This was the 6th time I have stayed during 2015. However on this occasion the room was not available prior to 3pm (which I understand), but I had to line up 3 times at a busy reception desk to keep checking when the room would eventually become available. After a long day travelling, I was tired and was sitting around in the hotel foyer until 3.30 when I was finally contacted to say a room was available. I should mention that I had lined up and asked to be booked in at 3pm and heard the lady give a twin room to the person being served beside me, although I was then told a room was still not available. It was not handled well and was disappointing when I had a visitor with me. Would consider another hotel next time. Also Coffee and tea caddy was not well stocked and couldn't find coffee.
December 23, 2015
Rated 5 out of 5 by SallyP Consistently Good Service over 20 years!
A warm welcome and consistently high standards over a 20 year period has made this hotel a home from home for business travel. Always a pleasure to stay here, central and predictable... even a few very long time staff continue to make the welcome even more special - Thank You Tedley and thank you Sheraton on the Park for the consistency.
December 10, 2015