Rated 5 out of 5 by AGG2910 Great service from the staff
Excellent, great staff service and the room was fantastic
July 5, 2014
Rated 3 out of 5 by mgpacific OK location
I stay at this hotel for work every couple of weeks.. Staff are friendly but normally only 2 people for check in at busy periods so you tend to wait 10min to get served… no real recognition for SPG customers just the standard.. No comp water in room.. breakfast for toast and fruit is $41 + $5 charge for a latte..
Seems this hotel is about collecting $$ not loyalty ..
July 1, 2014
Rated 5 out of 5 by GregHart Simply outstanding...
Westin Sydney has earned my trust and respect as my hotel of choice when staying in Sydney. Many have tried but only the Westin have delivered consistently. Keep up the good work and see you on the next trip...
July 3, 2014
Rated 4 out of 5 by RLK14 Room not ready
Our room was not ready despite arriving after the check in time. When we were told it was ready we went to the room and there were still cleaners there. When we were settling in another hotel staff member let themselves into the room without knocking apologised and then five minutes later rang the bell and apologised again. The car also took a long time to be retrieved from the car park.
June 30, 2014
Rated 5 out of 5 by anna58 fantastic
This hotel is fantastic. Wonderful friendly helpful staff. Beautiful rooms that are large and love that you can play DVD's that you have brought with you. Also great movie deal packages to watch. Club lounge was great except for the coffee. Highly recommend this hotel and will definitely visit again
July 1, 2014
Rated 2 out of 5 by TroyD Go elsewhere
Let me start by saying that we made the mistake of booking this hotel as part of a six night get away. Apparently, according to the management of the hotel this was our mistake as they do not cater for leisure guests but instead cater for corporate customers who only stay 1-2 nights. That’s right! Our mistake! It’s a pitty they don’t tell you however when you make your reservation or at least mention it on their website.
We arrived at the hotel, dropped off by a driver as we were assured we wouldn’t need any transport given the hotel’s location. Upon arriving there were no porters or anyone to help with our bags. This wasn’t a problem, until (which was a common theme throughout the stay) we walk through the front doors and see them all crowded behind a computer at their desk. Obviously all pre-occupied. They were quick to offer assistance once they spotted us.
Check-in by Bella was great, seamless and genuine. She explained where our room was, how to get there and explained about the executive lounge that we had access to. Perhaps the only delightful staff member we encountered.
The room wasn’t bad. Dated with inappropriate art work and an outlook directly into the office building next door but certainly not bad. It was clean, reasonable size and a comfortable bed. The room itself however doesn’t have any power outlets by the beds and only one power point by the desk. This is perhaps because of their corporate clientele not requiring more but with two people it was difficult to make sure the phones and tablets were charged for the following day and usually requiring a midnight swap! We did request a power board from “Service Express” but we were delivered an extension lead, upon calling back we were told we could purchase a power board from the Coles around the corner (we did, it cost us $6).
The hotel is in a great location and we didn’t need a car. Only a couple of minutes down the road are train stations, mall, monorail station, Hyde Park, Circular Quay, etc. The hotel also has access to a pool and gym, held in an adjacent building. These however aren’t operated by the hotel and are part of a busy chain of gyms within the city. It was well appointed however busy and tedious to find. (Down one elevator, across the walkway, through a hall, up another elevator then down some steps). Their business centre is the same and held in the same building. Due to the lack of facilities in their business centre, we were unable to utilise it.
We obviously had some expectations going into the Westin. They boast themselves as one of the best hotels in Sydney given their location, brand and reputation. Unfortunately our expectations were let down especially around customer service and the general rudeness of staff at the hotel.
When we ordered drinks at their bar & lounge on a Saturday night we felt we were burdening the girl behind the bar. After waiting for some time, we felt we had to go to her at the other end of the bar where she was talking to the other staff. It wasn’t busy. The drinks were made and thankfully her sourness wasn’t infused in the drinks we ordered. We were able to take a hint however and quickly left the bar as they started packing up around us. We weren’t the only ones in the bar nor was it late. We didn’t know what time the bar closes (they tell you late) however felt we were being pushed out without so much as any words from the staff.
The Executive Lounge is another feature of the hotel, servicing guests who have either paid for an executive room (we chose to) or higher levels of the Starwood loyalty club. It offered daily breakfast, refreshments through the day and canapés of an evening. This was normally an interesting experience however. We were met our first morning by a very officious young man who without any greeting what-so-ever promptly asked “Remind me of your room number again?” We quickly told him our room number and then all of a sudden we appeared to be dismissed. Well good morning to you too! My partner was lucky (or unlucky?) enough to be offered coffee as we sat down. I wasn’t offered seemed to be continued to be ignored. The breakfast selection was good small variety of hot foods, muesli, cereals and pastries. They appeared however to be adverse to clearing plates once finished so you could read without them getting in the way of the newspapers. This was how it was run daily!
I don’t expect to have a conversation with every staff member I come across, I in fact dislike the feel of over servicing you can get from some hotels but I do expect to be acknowledged. A generic greeting when we’d arrive for breakfast, a warm smile from behind the bar. This is where the Westin failed. Even walking through the foyer one evening again being ignored by staff, we decided to wish to the staff behind the front desk a good evening, again all crowded around the one computer, appearing to share a joke (or perhaps a funny youtube video?) Only one of them felt the need to look up, mumble something before quickly looking back to the computer. Not even any eye contact. While these seem like something small to pick at but when you encounter the behaviour from the concierge, front desk (apart from Bella), the Lounge/Bar and the Executive Lounge you start to feel VERY unwelcome.
Not really feeling that any of the staff were approachable (they weren’t?) I made a post online to Starwood generalising how displeased we were. Their response? Go talk to the property manager on duty. So, I did!
It was around 8.30 and people were checking out, so there was an obvious line waiting for the front desk so I went to the concierge desk. There was no one else there. I spoke to Ron (a member of Les Clef’s d’Or) who again without making eye contact (or even looking up from the paper he was reading), quickly dismissed me with a wave of his hand telling me to “Speak to someone on front desk”. I’m not sure why they gave him a radio and a phone when he can’t use either. But regardless, I went and lined up and quickly got a chance to speak to Rachel who was the manager on duty.
She was quick to apologise that I didn’t feel like I was welcomed here and we talked about how they mainly cater for corporate guests. I explained how unwelcome we felt and that we were looking at leaving the hotel. She was quick to ask us not to do that and to stay on and that hopefully they could sort something out for us. I explained that our issue was that their staff were making us feel unwelcome and that I’m not sure what could be done other than us leave. We gave her the benefit of the doubt however and agreed to wait to see what solution could be offered.
Now, my partner and I are two guys, in our late twenties. Our main issue was that we felt unwelcome due to the rude, abrupt, dismissive staff as experienced in Front Office, Concierge, Executive Lounge and the Lounge/Bar. Rachel came back with two proposed offerings to “Try and make things right.” First was free high tea in their lounge/bar one afternoon and the second was free breakfast of the morning at their restaurant.
Perhaps this shows how disengaged staff here are from the top down with their customer’s needs.
While I’m sure high tea at the Westin is nice, perhaps it’s not something you do in your late twenties…without your grandmother out for mothers days. Especially not when you had specifically mentioned your recent bad experiences in the lounge bar.
Breakfast was also a seemingly nice gesture, aside from the fact that we were paying an extra $120 night for to have free breakfast every morning (as it was the only real benefit of the executive lounge).
Upon further negotiation, we agreed that my partner and I would leave & that the Westin would provide us with a full refund for the accommodation and we would pay our incidentals, more than fair!! I had Rachel confirm this in writing (I still have the email). So my partner and I scrambled to find another hotel, back our belongings and first thing next morning we left with assurances that we would be refunded again the full amount minus the incidentals as soon as we left.
Eight days later I received a partial refund. About a third of the money we paid to the Westin. They charged us the full amount for the room & also decided to take out a donation for Unicef, without authorisation. I again contacted the hotel and was met with a response basically telling me I’m lucky to get anything as they offered the high tea and free breakfast which apparently was quite generous.
In general the Westin has left a very bitter taste in our mouths. One we’re now willing to share with absolutely anyone who’s willing to listen. This is perhaps a bit of a rant and perhaps the issues may seem petty but hopefully goes to show how very wrong the Westin gets it.
This hotel is not suited to leisure guests, something they were quite quick to shove in your face the moment we explained we were unhappy. Something however they keep very well hidden on their website and something they don’t tell you when you’re making your reservation over the phone.
August 31, 2012
Rated 5 out of 5 by Ramonz My preferred hotel in Sydney
The Westin is my number one choice to stay in Sydney. I am a business traveller and am always impressed with the consistency of the excellent facilities and quality of the staff. I like the little touches, which always make me feel relaxed when I stay
July 1, 2014
Rated 4 out of 5 by BM14 Beautiful venue and friendly service
Lovely spacious room with great BOSE audio system. Rain shower head did not work. Staff very friendly and chatty, although on approaching the hotel I rang to confirm location of the car park (I'm not familiar with Sydney CBD). Response from young woman was verging on sarcastic ("Um, yes we have a driveway?".. I wouldn't have been surprised if she followed this with "Duh?"). All other staff were extremely helpful.
June 29, 2014
Rated 5 out of 5 by Golive Great Hotel
Close to everything in the city.
Staff very friendly and helpful.
July 2, 2014
Rated 2 out of 5 by IslasMum Never complain but has to be said
I stay at the same 5 star hotel near Hyde Park Sydney fortnightly & decided to try Westin for a change.
I'm use to friendly happy staff, humming atmosphere, decked out room, comfy bed, more than 2 tea bag options, quiet air conditioners - all in the other hotel for less $$ including parking.
Shop around.... Alicia.
June 29, 2014
Rated 5 out of 5 by Jimmy86 A notch above the rest
I have stayed in a number of the 5 star hotels across the Sydney CBD, though have to say, The Westin is my favourite. The staff, service, food, atmosphere, room and facilities are a notch above the rest.
June 29, 2014
Rated 5 out of 5 by Thelma2 Great hotel!
Had a great overnight stay the staff are pleasant and helpful and the room was comfortable and quiet.
June 30, 2014
Rated 5 out of 5 by PeteDownunder Excellent hotel
Generally excellent. Free wifi appreciated. Breakfast buffet a bit steep at $42.
June 28, 2014
Rated 2 out of 5 by BD77 Not that impressed
Considering I paid a high rate for the room I had allocated there were really no benifits... There was no radio or stero in the bathroom, the glass wall I asked for between the room and the bath were not provided and it was a poor nights rest as the bed had a divet on on both sides.
I have stayed a number of times before and been extermly happy to pay but this time I paid more and got less.
June 24, 2014
Rated 4 out of 5 by Rich14 Calm relaxed atmosphere
Staff were unobtrusive but available and friendly and helpful.
Room was well appointed, clean and functional. Also quiet and bed comfortable. Lifts prompt.
June 26, 2014
Rated 5 out of 5 by Travellerlaw80 Superb
Did not know much about this hotel. I'm a frequent Westin customer in many places outside of Australia.
This hotel is in a fantastic location in Sydney CBD, right in the heart. The GPO building is really nice. Stayed in a corner Tower Deluxe room which was very impressive. Room size and bathroom size were nice. Would definitely stay again and can't wait.
January 2, 2012
Rated 4 out of 5 by EIRI11 Quality Stay
I was delighted to celebrate my wedding anniversary at the Westin. The facilities and overall ambience were of a very high standard. I'd hoped the rooms had better sound proofing as I could hear nearby guests yelling the next morning. My husband and I received complimentary sweets which was a lovely gesture. I would recommend this hotel to family and friends.
June 23, 2014
Rated 1 out of 5 by Georgia30 Thank you
I really appreciate the room upgrade for my daughter who is going to school in Australia. The only thing better than an upgrade is an upgrade for your much loved children. They had a fabulous time and really enjoyed the views and amenities.
June 25, 2014
Rated 5 out of 5 by PlatinumPleasure I highly recommend the Westin Sydney
Great hotel, great rooms, in a great location. We stayed 8 nights and enjoyed every bit of it. There is so much to see and do in Sydney and the concierge was very helpful in helping us navigate the city. If you have a chance to visit Sydney during "Vivid" I highly recommend it because the Westin is located at Martin 1 which is where one of the "Vivid" attractions is located. We are Platinum members so access to the Executive Club lounge was a nice amenity. The staff was very attentive to our needs. They knew exactly what we wanted as we walked in the door, especially Emily and Megan. I look forward to coming to the Sydney Westin again and will highly recommend to anyone visiting Sydney.
June 11, 2014
Rated 5 out of 5 by wjp1 Sydney Westin
A great hotel, excellent room and experienced and responsive staff. The Club Floor breakfast buffet and view are superb.
June 25, 2014
Rated 4 out of 5 by SpgSpg Great SPG lounge staff, not so good f&b
As usual, fantastic spg lounge staff. However, the f&b service staff at the mosaic restaurant is found wanting. In room dining prices are too high.
December 20, 2011
Rated 5 out of 5 by ACP14 Wonderful stay
Beautiful hotel and the location is fantastic to see Sydney and access the shops. Great service and the buffet breakfast was wonderful - so many options.
June 23, 2014
Rated 5 out of 5 by Polly05 This hotel is very well appointed and has a great position
This is a beautiful hotel with excellent decor , comfortable beds and spacious , well appointed rooms. The position of the hotel close to restaurants and shops is wonderful. We thoroughly enjoyed our breakfast at the hotel too.
June 23, 2014
Rated 5 out of 5 by madhouse5 room
The room was lovely however due to family circumstances I had to leave that night. I paid for the room but did not use it.
June 22, 2014
Rated 5 out of 5 by Raj13 Great hotel
Second visit here. Great Service, great feel.
Will definitely stay again.
June 22, 2014
Rated 5 out of 5 by VeryGoodPointsStacey Just Like Heaven
The Westin Sydney is a magnificent hotel located in the heart of the city. The exquisite architecture and warm interiors are mixed with modern and luxurious amenities. The hotel is built upon the landmark Sydney General Post Office constructed in 1886. In 1996, the building was sold, and refurbished, and turned into shops, offices and the Westin Hotel.
The Lobby & Check-in :
The lobby is grand and welcomes travelers from all over the world with traditional and comfortable furnishings. I was greeted as soon as I arrived by the bellman and felt very welcome. He took my bags and showed me to the Starwood Preferred Guest Check-in line. The check-in process was simple and quick. I had two reservations – one paid and one reward reservation – and the hotel combined them for me and ensured I could stay in the same room the entire stay. Upon checking in, I was told about the Executive Lounge, free internet access (due to Platinum Status) and Westin Workout options.
Wow! What else can I say? I was upgraded to an executive room with a king bed and it was spectacular (I’m not sure the pictures do it justice!) The room was modern and bright and made me feel at home. From my room, I could see the clock tower, which is beautiful, and had a great view of the city. The room had a king sized bed, desk and gigantic bathroom. The bathroom had a large soaking tub and separate shower. The wall separating the bathroom and bedroom was glass and had an electric curtain that could be raised and lowered as needed. I absolutely could have moved in and felt right at home. The room had wired internet connection – no wireless in the rooms. The room was very clean and housekeeping came by in the evening for turn-down service refreshing the towels and bottled water.
The lounge was very nice, but very crowded. There was free wireless internet in the lounge and therefore there were always people (including me) on their phones and iPads and other devices. The appetizers were platted and served by the staff - so you were stuck with what they gave you. The appetizers were pretty, but not to my liking. There was cheese and veggies available for self-service. All drinks were complimentary and also served by the staff (alcoholic and non-alcoholic). While the staff was very friendly and very accommodating, it was a little odd to have to ask for a bottle of water or apple juice every time I wanted one.
A block from Sydney’s central shopping district (Pitt Street Mall and ueen Victoria Building), close to all major attractions and with easy access to public transportation the hotel is in the perfect location for visitors (business and holiday alike). The hotel’s restaurant is overpriced and service is poor. I arrived on Christmas Day, and there weren’t many dining options. I had a Caesar Salad with Grilled Chicken and a coke and with taxes my bill came to $48. The salad was good, but expensive (I should note that the coke was $6.)
Under the hotel are a variety of restaurants and shops – however none of them were open during my stay since it was Christmas Day, Boxing Day and then everything was closed the day after Boxing Day because it fell on a weekend. I found myself walking down the street to the Pitt Street Mall and enjoying the restaurants and Westfield Food Court for most meals.
I loved the Westin and will stay there any chance I get. The hotel and the staff are amazing
January 4, 2012
Rated 1 out of 5 by DannySingapore Lacking all the simple things
This has to be one of the worst Starwood hotels I have stayed at. You charge a 5-star price for 3-star quality. You do not provide the basic things - leaving everything upon request. Whether it be a toothbrush or even replacing the laundry bag - you have to be the cheapest quality hotel I have encountered. Even when providing feedback to reception - you have the nerve to say not everyone needs a toothbrush or a laundry bag. This is one Starwood hotel I will never stay in again. Unbelievably unprofessional.
April 29, 2014
Rated 4 out of 5 by Lochy Executive Lounge
The executive lounge in the evening was not good. No hot canapes only crackers and cheese and a few other little things. It was very disappointing. In the morning breakfast and staff outdone the evening, was fantastic and lots of variety. Hotel beautiful and rooms comfy.
June 17, 2014
Rated 2 out of 5 by eddie0112 disappointing
From the process oriented 'welcome' by the concierge team (and ongoing when standing at taxi section of entry and told "go to the taxi rank if you want a taxi"), the mould in the bathroom, showers that run boiling hot to cold and one of the blandest caesar salads ever made, the hotel has vastly declined since I last stayed there. Feedback to staff was accepted but no real effort made to solve the problems.
July 28, 2013
Rated 4 out of 5 by Macka little things wrong
Have stayed at this hotel on numerous times. Always found the Westin to be of the highest standard. However, on this stay was disappointed by "the little things".No literature in the room whatsoever to inform travellers of what is available in Sydney or how to explore the hotel, this was no problem to me as I know Sydney well.Facility for express checkout was not made available, and on trying to contact reception, no one answered the phone. On checking out reception were very surprise and sorry.
As i have said these were only small things, that unless addressed could detract from the Westin reputation.
May 27, 2014