What to expect
- Sleep Quality
Last 5 reviews
poor reservation department ruined the stay, view and concierge was great
Booked a room to stay with my oversea relatives before my wedding day back in end of Feb but they were not allowed to entered into the country due to Covid19 restriction. According to Shangri-la Hotel's website, it offered free cancellation for all the guests booked during Covid-19 during this period of time, no matter whether it was free cancellation when booked. Was a nice response to this Covid19 situation. So I called the reservation department and got humiliated because the booking is under my name and I am a Sydney resident. The reservation line operator asked me rudely that "If I am a Sydney resident so whats my problem" and after I provided the evidence of my relative's canceled air ticket, they said to me that"you just provided some random evidence that is not associate with your book" and "you still can come by yourselves and enjoy your Jade membership benefit". Ok but why I want stay in a Sydney hotel by myself when I live in Sydney? Given I paid nearly $1,000 for one night for a suit (booked at Jan) and I don't want stress myself out before my wedding, I decided still stay there by myself and not wasted the $1,000 after long two-day argument with the reservation department. I asked whether they can provide me a free parking spot because it was my wedding day. Despite the reservation department manager consistently brought up my "jade membership benefit" during the whole conversation, she told me "Shangri-la never provide any free parking and if you want one you can pay $65 for a day. this is very competitive in the rock area already". And I later found out the Wilson car park just around corner has $18 dollar car parking for whole day. The experience with this hotel's reservation department was a nightmare to me and made my cry during one of the conversation with them. Even until now I feel stress when I thought about this. It is clearly that money is the first priority for this hotel. Apart from the horrible reservation, the concierge helped me a lot. When I arrived, there were no doorman who can help with my whole car of stuff because they were all busy with car parking. She saw me waiting outside the door with my dress and immediately came out and started organising staff to help me. She also helped my other relatives who do not speak English on the day when they tried to find the restaurant. The view in the room was great. It probably has one of the best view in Sydney. I had several conference in this hotel and therefore was decided to book for my relatives at first place. However, I will never recommend this hotel to anyone in the future, especially when you try to book this hotel for some special occasion. This will ruining the whole experience, in a very bitter way. I lodged an official complaint to the resident manager 2 month ago but did not receive an acknowledge. I guess no one actually care about my bad experience after the minute I paid. Oh well, lesson learnt.
Elite Quality, Capability & Courage
Early March 2020. COVID-19 was a serious concern in Asia. It was starting to come to the United States. We had a decision to make. Should we go, as planned for months, and travel to Australia? Or stay at home and hope the disease is limited to a nursing home in Washington state and a few other locations in the States. We decided that if we are going to die from COVID-19, at least we could say we had been to Australia. Who knew what would transpire and how quickly. Our choice of the Shang-Ri-La was made for us by loved ones. What a gift?! The staff at the Shang-Ri-La Sydney was elite quality, capable and courageous. I will explain. The hotel was immaculately groomed, with the most wondrous display of culinary mastery in the North Lobby Lounge area. The Altitude Restaurant was superb in its graceful and loving service. Truly remarkable. I am a cleanliness admirer and it was immaculate. The daily breakfast buffet was legendary. Now I know there are doubters out there, but you must go and see it for yourself. Put it on your bucket list. Like Sydney, the harbor and many beaches you will want to experience it in all its glory. Our rooms were spotlessly cared for by the cleaning staff. The view of the Harbor was glorious! They provided umbrellas for us, gratis, tall ones for me and petite ones for my wife, which served us well. Our journey was just delightful. The Opera House, the Gorgeous stones at Miller’s Point, the Observatory, Government House, the Royal Botanical Gardens, MOCA, National Art Museum, the Sydney Harbor Bridge and so much more. Each evening we came back to our hotel and we greeted by their loving staff. Divine was their treatment of us. Gracious smiles, willing and anxious hands to help and guide as required. And the rooms superb. The next morning a breakfast buffet deserving of royalty. Best total hotel experience ever! And now for the courage. Wednesday of our week things changed as the news across the globe became more dire. The COVID-19 soon to be Pandemic was wreaking a horrid toll of lives across the planet. On Wednesday, as countries were closing till each other the faces of the staff were struck with a sense of shock and fear (rightly so). But the next day, Leadership rallied them to their prior glory. Yes things were becoming terrifying, but they began taking hold of their situation and rallied with a calming courage that transpired into an experience of warm and loving resolve. They took on a leadership role for their guests. It was inspiring to witness. They began taking people’s temperatures as they entered the hotel. Social distancing began to increase. Though there were some minor changes in the buffet, it was still world class. Exemplary servers wielding smiles with grace and dignity. (While we serve, we are not servile). The faces of the Altitude staff, though in shock Wednesday were now friendly and gracious again. Our Nation called travelers home, and we left just in time. I wanted to give all the staff a big hug, but probably not wise in a time of soon to be Pandemic. In my heart I will always remember the men at the front entrance and our buffet servers. In summary, the Sydney Shang-Ri-La was paradise on earth with elite quality, masterful capability and storied courage in a challenging time. I recommend one thing to enhance it’s magnificence. Expand the Asian Garden on the North side, with a deeper pool for the bravest of Koi. Thank you Sydney and thank you Shang-Ri-La! To all, safe and loving journeys.
Iconic Views, enjoyable stay
Arrived here from Singapore & stayed for 5 days in early January, before CV took a hold. Beautiful room with views of the harbour & bridge, enjoyed the bottle of Fizz & chocolates in our room - (it was our anniversary). The location is ideal, close to the Rocks, Circular Quay, Museum of modern art & Opera House. Sipped our cocktails in Bar 36 surrounded by great views & had an exceptional dinner in the Altitude restaurant, staff were most attentive. Thoroughly enjoyed our stay & we will return in calmer times.
Magnificent views, great location, friendly service
We had a room with a stunning view of the opera house and harbor. Without a harbor view, I would chose somewhere less costly to stay. The staff was helpful, responsive and friendly. On the negative side, the hotel lacks charm due to its large size. Breakfast was good, though service was slow. COVID 19 flared up in the middle of our stay and I commend the hotel for taking the temperature of all who entered the hotel starting March 14.
I really love this hotel from the moment we got to Sydney. It' a cut above!
This hotel is amazing from the first day until the last. So many things made our first trip to Sydney special and it began with this amazing hotel. The rooms are beautiful and close be to everything you could ever want to do in Sydney. The Rocks is a great location. The staff is extremely helpful.
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