Rated 5 out of 5 by mayhem This hotel isd the best in Sydney
The Westin in Sydney is definitely the best hotel in Sydney with fabulous facilities, rooms and staff
August 13, 2014
Rated 3 out of 5 by Ablejacki Great Property, Complete lack of Customer Focus
I have stayed at this hotel several times and continued to come back because of the location and the stunning facility. The staff have never been terribly friendly or concerned with the satisfaction of the guests. This stay, however, was so frustrating, that it is doubtful that I will be back.
The reservation (two connecting rooms, one deluxe suite and a tower room) was entirely messed up. The breakfast included was (despite starwood's confirmation) only for one guest despite paying extra for 5. It took 30 minutes for the porters to bring our bags up, and 1.5 hours after official check in time to ready the suite. It also required 5 follow-up phone calls to just get the keys.
Really unwelcoming, terrible experience for the family after a long flight from the US.
August 6, 2014
Rated 5 out of 5 by JulieO Unbiased review
Enjoyed our stay. Loved the hotel & location overall.
Toilet Facilities on lobby level and below
in downstairs bar area very lacking.
Club Lounge on lobby level had very
slow & poor waiter service.
August 10, 2014
Rated 5 out of 5 by JackJackJackie Quality hotel setup
Very pleased with my recent stay at the Westin. Exceptional room and features and very pleasant interactions with staff. Only improvement perhaps could have been having 3 staff during busy times as small wait for check-in and check out, but that's very minor. Didn't really detract from excellent stay.
August 9, 2014
Rated 5 out of 5 by Teddy777 Beautiful place
I really enjoyed my stay. The surroundings are beautiful, staff very friendly and helpful, and the room was extremely comfortable.
August 10, 2014
Rated 1 out of 5 by Jeff789 My Worst Starwood Experience in 2011
In 2011, I stayed in Starwood hotels for more than 60 nights. I am in the type of visitor that likes to check in and not be heard from again.
While the facilities at this hotel are good (although certain areas such as the Executive Lounges are a bit worn), its the complete lack of service or responsiveness at the hotel that is astonishing. I stayed at the hotel twice in the last two weeks. The first visit was six nights and the other two nights.
Upon check in for my first visit i was coming from an international flight. I found my room was not ready -- no concerns. I asked if there was a gym or another room so i could shower. The response was very negative from the staff -- but then they accomodated me. I was surprised since thiis is normal when I have checked into hotels from international flights in the past. I was told to expect my room to be ready in a few hours. After five hours, I called the front desk to find out the status. I was told no progress. An hour later I was called and asked to take a lower grade room for the night and move to my higher class room the next day. I asked that I not have to unpack and repack -- and that I continue to wait. This was not well received again by the staff.
After another hour, I got a call from the front desk telling me that my room was ready -- and that a doorman would be up in five minutes with keys. I waited nearly two hours (I did check three times to see where he was) and finally he arrived. After relocating, I called the manager to explain my unhappiness and was told that they were simply very busy.
This lack of service and attention was consistent throughout my visit. It is a ship without anyone in charge. Sadly, a great hotel that doesn't operate as one.
I never write reviews -- but I really felt that others should be warned.
January 12, 2012
Rated 2 out of 5 by KM66 bad experience
Had not so nice experience for the past 2 times staying in this hotel (within 6 months) during check in. The staff just brushed me off for my request.
I come back to this hotel with thinking that it was just my luck in the first time being treated so badly even I am a Platinum member of SPG. Thought would have been treated better during check in. Anyway at least have a very helpful and nice concierge to help along during my stay for 3 nights (and I booked 3 rooms this round).Will not come back again if I have choice next time.
August 4, 2014
Rated 5 out of 5 by Disie32 This hotel so pleasant to stay at
My sisters & I thoroughly enjoyed our stay at your hotel. Staff were so helpful & friendly
& would stay at your hotel whenever I am in Sydney. Only problem there were 3 guests & crockery for 2. Had to request extra each day.
I love the location & comfortable feel whilst staying there
July 22, 2014
Rated 2 out of 5 by gaz7 Westin - you've gone downhill!!
i have always been your biggest fan. Stayed in the hotel many times and strongly recommended it to others as the " must stay "place in Sydney city" .not any more. i made a point of booking 5 rooms there ( not the first time i have booked multiple rooms ) over a few nights for my team , notwithstanding the fact that the conference we attended was up the road at the Hilton. ( I told them already the mistake i made staying with you ). After being given a room on the fourth floor at check in i asked for a floor on a higher level. The check in person politely rejected this and informed me this wasn't requested prior ( i have since found out that absolutely this was requested by my P.A. ) Dissatisfied I asked to speak to the manager , at which time i had the misfortune of meeting your unpleasant on duty manager Courtney whom i made the same request of. I informed Courtney that I had booked , and was paying for , 5 rooms there and that i was a Starwood member and that i thought there were " Starwood floors " on higher levels for Starwood members. She informed me none were left and that I could take the fourth floor or pay extra to be on a higher floor. i told her this wasn't a great option or outcome for me and I was unhappy. She then , in a stern and unfriendly manner informed me that " I had been given two choices ( how generous ) and that was that. So I was made to pay the extra $ , (pretty much for what I already booked and paid for - very ordinary of you ) leaving me feeling really sore and crap , which i still do.Not quite the experience you expect in checking into a 5 star hotel. The rooms used to have a beautiful odor and distinctive smell , not any more. Not sure why..The wake up call I booked , never came ( just as well i didn't trust you and put on my own alarm ). Then there is a credit card charge imposed per room ( I believe ) , even though i paid for all rooms one one card. I'm not even sure this is legal. I felt and feel , " nickle and dimed " by you and believe you have lost the art of good customer service and the care factor which i held you in high esteem for. As an active traveller and loyal and supportive Starwood member you did nothing to enhance the fine reputation of the brand you have been known for. if your attitude is that of Courtney's , no doubt i will be the one to blame and she has acted in the interests of your organisation , but aren't you supposed to look after and make your customers feel good? very disappointing..
August 10, 2014
Rated 5 out of 5 by Kuzma454 Nice hotel with good location
Had problems with our Delta Diamond and SPG status match. Staff don't have concerning information. Need to show everything.
Rooms could be bigger for such prices.
August 8, 2014
Rated 4 out of 5 by EOGirl Finally - customer service!
The Westin offered a great venue for a Sunday night escape to the city. The hotel itself is beautiful - clean, up-market and stylish. The room itself was spacious and welcoming, the only flaw being my inability to wrangle the in-room air-conditioning to a cooler temp at night. This resulted in a stifling night of interrupted sleep, however, this small discomfort was more than made up for by the customer service. Discreet, thoughtful and happy staff abound. In particular, Lane, our waitperson at breakfast, was an absolute delight and really helped start the day off well. We'll be back!
July 29, 2014
Rated 4 out of 5 by Franco23 comfortable
The best bed and shower of any hotel I've stayed at.
August 7, 2014
Rated 5 out of 5 by DrHWW Very comfortable bed
This hotel has to have the most comfortable bed I have ever slept in a hotel - absolutely devine!! It made is very difficult to get out of in the mornings.
August 7, 2014
Rated 5 out of 5 by PW54 great staff
always very professional and friendly. staff remember me & my family and are very helpful.
August 7, 2014
Rated 3 out of 5 by freddo02 Not Up To Usual Standard
Disappointed that I received no complimentary bottled water and free Wifi, for the cost this should be included.
August 7, 2014
Rated 3 out of 5 by Dave100 Falls Short
This hotel should address the following,
1. Staff an SPG desk
2. Provide complimentary water for guests
3. Help guests with luggage
4. 1.5% surcharge is rude. My understanding is that VISA only charges around 0.7%
1. Great restaurant and bar
2. Proximity to local attractions
3. Great gym
4. Friendly customer service
August 5, 2014
Rated 4 out of 5 by loosethreads1 Business luxury
Everything you need, good quality furnishings, great location.
August 6, 2014
Rated 5 out of 5 by Yads Great Service and room size
We had a great experience with excellent customer service even when there were a few hiccups with room service they were quick to respond with an apology.
The room size we had was great especially with a toddler.
August 4, 2014
Rated 5 out of 5 by Shiraz14 Great location
Only stayed for one night before attending a conference with an early start. Check-in easy and staff had great sense of humour. Loved our room, almost forgot to look out the window. Wonderful bathroom, next time will bring bubbles for a long soak - more relaxing than spa. Great shower. Slept like a baby, though would have liked more hours. Not keen on breakfast at conference - me not the chefs to blame - and disappointed that no tea or coffee available from first thing until lunch. Asked for extension after 11am - only complimentary until noon so paid until 4 when conference finished. Maybe better rate for conference attendees should be offered. Checkout straight forward. Rates for car parking reasonable
July 27, 2014
Rated 5 out of 5 by nick931 Stunning
This Hotel was a joy. I was so taken with the clean, stylish and contemporary room that on the evening I didn't want to go out! The room service meals are of restaurant quality and cheerfully delivered. I relaxed in a huge bath and had one of best nights sleeps ever! The Hotel is conveniently situated in Sydney CBD and the attractions are minutes away. I would recommend this Hotel without any hesitation!
May 26, 2012
Rated 5 out of 5 by smooch42 Excellent hotel
Central location, beautiful foyer in the old post office building, spacious room, very comfortable bed, and bathroom very clean and overall the room was excellent. Wi-Fi Internet was a bit slow.
August 3, 2014
Rated 5 out of 5 by LAIvyLeaguer Hotel has everything I want as a business traveler.
I always stay at the Westin when I come to Sydney. Now that I have reached a Platinum status, I particularly appreciate the extra perks. And the pillows and shower can't be beat!
August 1, 2014
Rated 1 out of 5 by RobSyd Disappointed
I am a SPG gold member and previously stayed many many nights at westin hotels.
I took my family for a holiday in Sydney and booked two rooms. I was supposed to provide a connecting room when I booked over the phone.
During checking in, the receptionist even couldn't find my bookings, couldn't find my SPG number, no connecting rooms and finally got the worst rooms (dark - no sunlight) I ever stayed at Westin (not even offered an upgrade).
Very very disappointed and i felt like the loyalty didn't mean a thing.
I get much better services from other hotel chains..
March 18, 2014
Rated 5 out of 5 by Elsie51 Conference accommodation
I stayed at the hotel as this is where the conference was held. It was ideal for this purpose and suited my needs perfectly. Everything worked seamlessly.
August 1, 2014
Rated 5 out of 5 by Jodie25 Gorgeous property
I just wanted to take a moment to thank your team of staff for a beautiful and memorable stay on 8 July.
We booked via thirdparty mystery hotel and were delighted to see that it was The Westin. We travelled from Melbourne to deliver a Strategic Planning workshop to 15 CEOs and Directors of amazing not for profit organizations.
All staff from concierge , to reception to breakfast were friendly, helpful , approachable and welcoming.
The room was gorgeous and comfortable. The breakfast delicious and effortless. Wish we had more time to use the facilities and the huge bath!
Thank you for a wonderful stay.
We look forward to returning.
July 11, 2014
Rated 5 out of 5 by Jake48 Great CBD hotel
Great CBD location, very friendly and responsive staff, very comfortable beds, fantastic breakfast
July 30, 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 4 out of 5 by mgmg1 almost excellent
I find it amazing that a hotel of this quality charges residents for internet access. This aside, the quality was excellent.
July 29, 2014
Rated 5 out of 5 by hcsua Exceeded expectations
I stayed at the Heritage Suite which overlooks Martin Place. Fantastic location for shopping!
July 29, 2014
Rated 5 out of 5 by RMandJR This is an excellent hotel.
We have stayed at this hotel many times and it constantly delivers a first class experience. The rooms are well designed, tastefully furnished and offer an elegant blend of functionality and comfort. The location is perfect for business or leisure - esp.shopping, and the hotel and its immediate surroundings offer a wide range of excellent dining options. And all this is complemented by the hotel's insertion into a heritage building. It's not cheap, but one gets what one pays for, and then some.
July 21, 2014