Adina Apartment Hotel Darling Harbour — Hotel in Sydney

Please read this before booking your stay at the Adina. I am writing this review on behalf of my mother, who recently stayed at the Adina in Darling Harbour with my dad, as they do not have Google accounts. After having a lovely stay at the Adina, Darling Harbour, back before covid, my husband and I were looking forward to staying at the Adina again this March, 2023. For the duration of our 9 day stay, we paid $3,400, which we were happy to part with given our nice experience pre-covid. I am 70 years of age and my husband is 79. The day we arrived the temperature in Darling Harbour was over 35 degrees in the late afternoon, and the air conditioning in the room we were allocated was not working, at all. We were sent to another room, which although was in a better location, had not been cleaned properly. The walls were filthy, the plaster had indents and black marks and the carpet was covered in stains. In addition, the air-conditioning unit in this room had been set to heating mode, and could not be turned back to cooling mode (you can imagine the temperature of the room). After going back to reception a second time, we were told that the air conditioning would not be fixed until the next day.. As a paying customer (and a senior) I could not believe what I was hearing. We decided to return to the original room where although there was no aircon in the 35 deg + heat, at least it was not set on full heat mode! Later that evening we were informed by staff that the air-conditioning had been fixed. However, it continued to have problems throughout our stay where it would not blow cold air. Other issues with the room included; dirty filter in the dryer and no remote control for bedroom television. We both ended up sick with a respiratory illness during our stay, as a result of; filthy air-conditioning filters & poor sleep due to the room being too hot. This obviously meant we could not do a number of things we had planned to do, including having to bail on a number of shows and events we had pre-booked during our time in Sydney. After complaining to reception multiple times on all of the above, I was informed that my message would be passed on to the manager when he returned on the Monday. We received no contact from the manager or any senior staff members at the Adina for the duration of our stay (8 days). Upon returning home, we eventually did receive an email from the hotel manager apologising for our experience, with the offer of a discounted rate should we want to stay at the Adina in the future. Although I appreciate this belated response, it is still unsatisfactory and meek at best. This is the first time in my long life I have had to write a complaint about my stay at a hotel. Incredibly disappointed and I would not recommend the Adina to anyone...

Appaling lack of any customer service, filthy and damaged rooms. Made booking in Nov 2023 and requested interconnecting rooms due to my 83 year old mother travelling with us. I made it clear this was very important to keep her safe. I was messed around by the staff when they bothered to reply to my emails. I was told I had to downgrade a room to a studio so they could interconnect which I agreed to on the 1st December. When I chased them up in Feb I was told I had to change the room myself and by that stage the property was fully booked so I could not make the change. They then ignore my further emails and on the 2nd March I tried to call 6 times and noone would answer phone. When we arrived on the 4th March we were checked in by a rude and dismissive woman who told us the property did not have interconnecting rooms which was a total lie.

Both rooms allocated to us were neither adjacent nor interconnecting as requested, and had a shower over the bath with no safety handles, my mother almost fell trying to get in and this resulted in her not being able to shower throughout her stay. The rooms were dirty and damaged, including a broken mirror which was held together with masking tape in the hallway. There was a huge stain on the curtains and the ceilings had water leaks and there was a huge hole in the wall that had been patched up and not even been painted.

We had to request a roll away bed for my mother as she could not stay in the other room they allocated, and they had the cheek to try and charge us for it, despite me making the request for interconnecting or adjacent rooms 4 months in advance.

The lack of service prior to arriving was bad enough, but to then be met with a total lack of any care from the receptionist, despite her seeing my frail mother in a wheelchair was unbelievable. There were so many steps along the way where this hotel could have rectified this situation, yet they failed miserably, even deciding it was appropriate to try and charge us for the roll out bed.

Please think carefully about booking...

To be honest, 90% of the stay was extremely disappointing. Booked room from an online booking site on the way into the city as a spur of the moment night away with my partner after a busy week of work and to watch the Footy Finals Series. Staff at front desk we nice enough, there was some issues checking in due to apparently the booking was made within an hour of arriving some of the details weren't correct, such as the payment was made online which they werent aware of and a room wasn't confirmed upon arrival. Once room was confirmed and check in was complete, collected bags from car and headed to room. Once entering room first item we saw was a take away cup on the desk, immediately assumed the room hadnt been cleaned. The bed wasnt made and to make it worse there was a duffle bag full of clothes next to the bed, a speaker next to the TV and a Laptop on the desk. This room was still occupied by a customer. Not a great start to a weekend away at, what i thought was a prestigious hotel. Talked to the staff at the front desk about issue with our room which is unacceptable at such a venue, staff insisted the issue was because i booked with little notice, which i thought was ridiculous since they sent us to a occupied room. They mentioned there system was playing up but didnt seam very apologetic. After a decent wait they offered a room to us which was an upgraded room. Settled into the room to find the TVs extremely dated and small which was an upsetting feature of the room, so we left to watch the footy else where. Returned and went to sleep just to be woken up at 1am abruptly due to a fire alarm. The alert over the intercom was crackly and incoherent. We had no idea where to go or what to do, and it seamed like no one else in the hotel either. Fire escape was packed with people and we were not given any direction on were to go or when we could return. Eventually the crowd entered the venue and we followed. Only one confused fire warden. Finally got back into our room at 2.30am. All round...