What to expect
- Sleep Quality
Last 5 reviews
Very friendly helpful staff
We had two nights here, the staff were very friendly and helpful everywhere. Valet parking very good, check in a bit of a long wait on the hard floors. Rooms had great views and spacious. We won’t go again in school holidays and COVID times, the first night was a queue for the bar and only had one drink, as it took so long to get it. Didn’t even bother booking for dinner or the pool. Not their fault because of COVID rules. Breakfast turned into a disaster, had to make a booking, but when we got there, everyone was jammed up in the lobby, waiting to go in, so the next day they fixed it with a buffet breakfast. They were also kind enough to sort out a refund for the day before.
Great hotel, will stay again
Stayed with friends for the Easter weekend. The hotel room was magnificent, clean and very comfortable. We enjoyed drinks on the 36th floor with great views of the harbor and Sydney Opera house. The hotel location was ideal, close to restaurants. I would definitely stay there again.
Amazing hotel/view with not so amazing customer service
I had 2 nights stay at the Horizon club premier Sydney harbour room with my husband and just checked out from the hotel few hours ago. The view from the hotel was fascinating and the Horizon club lounge staffs were very kind. Until we proceeded to checkout, things were perfect. Prior to our stay, we had made another 1 night booking in the same room for the parent as a birthday gift, which is coming next week. I requested to pay for upcoming stay as well when we were checking out and the reception staff processed it for us hence we made the payment. We wanted to get the proof of the payment to my email and the staff told us that it would be in my inbox shortly. However, it did not turn up even after 3 hours and I only received invoice for my 2 nights stay, so I started to worry if it was not completed. I checked my upcoming booking from Shangri-la's member's portal, and it was shown as "AUD 625 Pay on arrival" which seemed to be the status of payment and looked like the payment has NOT been made. I was concerned about this and asked my husband to ring the hotel to check what was going on. He made a call and asked about this matter to one of the staffs. A lady confirmed that it was paid but seemed to be very annoyed with our inquiry/question. For our question around the tax invoice and the online portal status, she asked back - 'Yes, it is all paid, so what was your question??'. So we asked again about the 'Pay on arrival' status on the web, and she made a sarcastic remarks 'so what is wrong with that?'. We found it super frustrated that our question was replied with that manner. We just wanted to get some clarification on this situation not to worry about parent's upcoming stay!!! We also felt that the reservation team staff did not seem to care for those customers who made an online booking already. If our inquiry should not be handled by the reservation team, she should have redirected us to the right department instead of replying it with unhappy attitude. Because there was no choice from the phone call, it just connects to the reservation team without asking what I want to ask. Please add some options, so the arrogant reservation team member doesn’t need to answer unwanted questions. Also please clarify what the “pay on arrival” means on the members total, it is super confusing for those who made advanced payment. Especially on the mobile view it does not even tell it’s a “payment method”. Also, I still have NOT received the tax invoice yet, even after the phone conversation.
The trip from the Stone Age
Travelling for work and here at this lovely 5 star hotel and they don’t have room service after 10.00 pm No mini bar No room service No nothing The altitude bar is still serving food and drinks but the in house guests are not serviced Will not return Traveller be aware of this Such a Shame and reception don’t give a F........ Shame on you !!!!!!!!!
Terrible staff and room was dirty
Checkin- it took 15 minutes, the staff member was slow and confused the entire time and our room was not ready till after the ridiculously late check in time of 3pm. We had a spa booking for 3pm, so we had to leave our bags in the luggage store. What a joke putting our luggage in and out luggage store, my god, there was so much confusion. The room- dirty stained carpets and greasy surfaces. The spa- the staff and service was lovely in the spa, terrible cold service in the pool area. Breakfast- basic service. Overall- there where so many staff everywhere, but they all where so slow and walking around in circles.
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