The Star, Sydney — Attraction in Sydney

Formal Complaint Regarding Unprofessional Treatment by Security Staff

Dear Management,

I am writing to express my deep disappointment and frustration regarding an incident that occurred during my visit to The Star Sydney today Morning. My family and I visited your esteemed establishment for breakfast at the Harvest Buffet, and while the dining experience was wonderful, what transpired afterward completely ruined what was meant to be a special day of celebration.

After finishing our meal, I, along with my wife and three children, decided to explore the venue. Just infront of the Harvest there was some place i asked Security there it gaming area he said that yes its Casino i asked can i visot with my wife to show her quickly inside he said no because i cant leave kids unintended. Anyways i left and found stairs going down amd started to explore the venue. We walked around to experience what is widely regarded as one of Sydney’s iconic locations. However, my experience took a sharp turn for the worse when I interacted with the same security staff again.

Without any intention i reached again to a place where thr was a Security and it looked like casino. We turned back and i saw red sofas and asked my kids to sit here while i go and ask the Security tht same question tht if I can quickly show my wife what it look like inside she said no and told me same reas9n. I turned around and saw the first Security guard walking to my kids.

When I reached them, he addressed me rudely, raising his voice and lecturing me in an aggressive manner about leaving my children unattended, despite the fact that I was merely a few steps away and had them in my sight the entire time.

When I tried to explain that I am fully capable of ensuring the safety of my own children, the guard became even more hostile, speaking louder and more rudely. I felt deeply disrespected and humiliated in front of my family, and I found the situation unacceptable.

As we attempted to leave and return to the parking area from Harvest side. I was further embarrassed when I was approached by another security guard, who indicated that I was being reported as a "problematic" individual. This guard asked me to explain what had happened, which I did in full, while expressing my concerns about the earlier guard’s behavior. However, instead of listening, he asked me to leave the building, effectively forcing me out in front of other guests, my wife, and my children.

This entire experience left me feeling as though I had been treated like a criminal or intruder, despite having paid for a meal and following all the rules of the establishment. I had come to The Star to celebrate my birthday with my family, expecting a day of joy and good memories. Instead, we were humiliated and hurt. We had plans to visit other places afterward, but the embarrassment and emotional toll ruined the entire day, and we went straight home.

The actions of your security staff reflect a clear lack of proper training and customer service etiquette, which I would not expect from a prestigious venue like The Star. As one of Sydney's most iconic establishments, known for attracting international visitors, it is essential that staff members, particularly those in security, are equipped to handle all situations with professionalism and respect. What should have been a special day for my family turned into an ordeal due to the inappropriate behavior of your staff.

I request that you take this complaint seriously and review the conduct of your security team. I hope that no other family has to spent money to endure the embarrassment and disrespect that we faced. I also urge you to implement better training for your staff on how to deal with customers in a respectful and dignified manner and according to situation. Not everyone is criminal.

Thank you for your attention to this matter. I look forward to hearing from you regarding the steps you will take to...

Located in the heart of Sydney, The Star is a shining gem in the city's entertainment scene. From its luxurious accommodations to its world-class dining options and exciting entertainment offerings, The Star Sydney truly stands out as a premier destination for both locals and tourists alike.

Upon entering The Star, guests are immediately greeted by the opulent surroundings and attentive staff, setting the stage for an unforgettable experience. The hotel boasts a range of beautifully appointed rooms and suites, each meticulously designed to provide the utmost comfort and style. Whether you're looking for a cozy retreat or a lavish indulgence, The Star has accommodations to suit every preference.

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In addition to its fabulous dining options, The Star offers an array of entertainment and leisure activities to keep guests entertained around the clock. Test your luck at the world-class casino, where you can enjoy a variety of gaming tables and slot machines in a vibrant and lively atmosphere. For those seeking a more relaxed experience, unwind by the pool or treat yourself to a pampering session at the luxurious spa.

But the excitement doesn't stop there – The Star is also home to some of Sydney's hottest nightlife venues, where you can dance the night away to the beats of top DJs or enjoy live music performances by talented artists. With its pulsating energy and electric atmosphere, The Star's nightlife scene is second to none, making it the perfect place to see and be seen.

Beyond its impressive amenities and offerings, what truly sets The Star Sydney apart is its unparalleled commitment to service excellence. From the moment you arrive until the moment you depart, the dedicated staff go above and beyond to ensure that every aspect of your stay is nothing short of perfection. Whether you need assistance with dinner reservations, recommendations for local attractions, or anything else to enhance your experience, the staff at The Star are always on hand to assist with a warm smile and genuine hospitality.

Moreover, The Star is conveniently located within walking distance of some of Sydney's most iconic landmarks and attractions, including Darling Harbour, the Sydney Opera House, and the Harbour Bridge. Whether you're exploring the city's rich cultural heritage or simply soaking in the breathtaking views of the harbor, The Star serves as the perfect home base for your Sydney adventure.

In conclusion, The Star Sydney is more than just a hotel – it's a destination in itself, offering a luxurious retreat where every moment is infused with excitement, sophistication, and unparalleled hospitality. Whether you're seeking relaxation, indulgence, or exhilaration, The Star delivers an extraordinary experience that will leave you longing to return...

If you're considering visiting Sydney Casino anytime soon, be prepared for a significant shift in your experience. What was once a seamless, fun, and somewhat glamorous night out has now become a frustrating ordeal, all thanks to the casino’s recent decision to require a member card to play at the tables, buy chips, or even cash out.

First off, the idea behind the move seems to be one of control and "customer experience," but in reality, it’s a glaring example of overreach and mismanagement. Upon entering the casino, you’re immediately hit with the inconvenience of having to sign up for a membership, which is not only time-consuming but also intrusive. You're forced to provide personal details just to gamble—details that are unnecessary for anyone looking to just enjoy a night out.

What happened to simply showing up, placing your bets, and having fun? The atmosphere is now clouded by the constant reminders that you're just a number in a corporate game, rather than a valued guest. It's one thing to have a loyalty program or a VIP system for regular players, but this requirement applies to every single person—whether you're a local, a tourist, or even a high-roller.

The process itself is cumbersome and poorly executed. The lines at the membership desk are long, especially on weekends, and the whole experience feels like an unnecessary hurdle before you can get to what you actually came for—gambling. Even worse, once you’ve completed the registration, you're given a card that feels more like a burden than a convenience. Need to buy chips? You need your card. Want to cash out your winnings? Guess what—you need your card again. What was supposed to streamline the process has instead slowed it to a crawl, creating endless frustration for patrons.

If you are one like myself who goes from table to table and who likes to play the even chances on Roulette and wait for a run of outs before placing a bet, you have no chance of putting on a bet because they need to swipe your card first and by that time the wheel has been spun and you simply miss out.

And let’s not forget the irony: a casino, a place where people are supposed to be able to enjoy the thrill of the game, now demands that you jump through hoops before you even get started. The experience is no longer about chance or excitement—it’s about being treated like a data point in a larger marketing scheme.

What was once a fun, spontaneous experience has turned into a tedious, bureaucratic nightmare. The excitement of playing a hand of blackjack or rolling the dice at the craps table is now overshadowed by the constant need to show your card and jump through additional hoops. It's enough to make you want to walk out and never return.

Sydney Casino, if you wanted to make a more "personalized" experience, you’ve certainly achieved it—though not in the way you intended. You've managed to turn a place of fun and excitement into a soulless, frustrating corporate machine. I, for one, won’t be returning until you rethink this disastrous change. Until then, my advice is to save your time, energy, and money—and head somewhere that actually values the simple pleasure...