Crowne Plaza Sydney Burwood by IHG — Hotel in Sydney

Staff did not inform at check in that reception is left unattended from 11PM-7AM. I came back at 3AM expecting to be able to go to my room but my key didn’t work. I rung the number for the hotel manager displayed on the signage but no one picked up. As the expectation for paying to stay at this and any hotel is to be able to access my room at my convenience without trouble, I was extremely upset and ended up having to stay at my friend’s place. When I came back that morning, I was met with a very unhelpful front desk manager. I had explained the situation but after checking my key she said there’s nothing wrong. I spent a good 20-30 minutes that very night trying to scan my card before I left. Even so, I only stepped out for a second before trying to come back inside the lobby to ring the other number displayed but my card couldn’t even be scanned to enter the front door. Thinking back, the front desk manager’s response was simply gaslighting and irresponsible. As a customer dealing with a manager working in hospitality, the first response customers would expect to hear is an apology for what happened. She did not once offer an actual apology for the inconvenience or the situation that happened but went as far as to explain that the hotel manager lives a mere 3 minute walk away and had I called a few more times it would’ve been guaranteed that someone would pick up. Mind you this was at 3AM and no one would’ve had the energy or mental capacity to go through this ordeal. I was offered a free breakfast but still, no apology. I usually stay at hotels in the city that are cheaper, always attended by staff and far nicer but decided to try out a new place closer to where my friends live. Needless to say I did not get any sleep that night and the entire experience is disappointing to say the least. Was only able to stay there for 1 out of the 2 nights that I paid for. A complete and utter waste of money. Had the response from hotel staff been better, I would consider coming back but that’s out of the...

Received a wonderful and warm welcome from Caroline at reception during check-in. It was my first time staying at this new IHG property and I was not too sure what to expect.

Rooms were modern and comfortable. If it had a been a clear day, I can imagined I would have had a decent view of the city skyline from my balcony room. The roof top pool was amazing. It wasn't an infinity pool like at other properties, but the water was clean and the temperature was just right on the mark. The spa was warm but it's a shame the button to turn on the jets was not working.

The hotel steakhouse (Onyx) restaurant was the highlight of my stay. The service was friendly and top notch, while quality of the wagyu steak was better than some other fine dining locations.

The following day, I went downstairs to the hotel cafe (Artisaint) for breakfast. Service was disappointing as I was left standing at the entrance while for staff to greet me. I was given a breakfast menu specifically for hotel guests, which had less items compared to their full menu. I ordered the eggs benedict with Salmon but it arrived without the Salmon. I tried to speak to one of the staff but no one came to check on my food. The service is like a total opposite to the amazing experience I had at the hotel steakhouse.

I had requested a late checkout, (which was approved at the time) but the key was not working properly. The gentleman at reception resolve the issue with the key, but he did come across as a little condescending by giving me a lecture on IHG spire benefits vs IHG ambassador benefits. I appreciate his intentions but the late checkout was already confirmed on my reservation (he made assumptions without checking my reservation first) and all he needed to do was to fix my room keys.

Overall it is an interesting new boutique addition to the IHG portfolio and I will be happy to...

Wonderful hotel as the Crowne Plaza, only about 6mths young. Was previously another hotel but IHG have outdone themselves in turning this into a Crowne Plaza. Some of the “old hotel” staff have remained. Staff very familiar with a lot of the locals and just as friendly to the ‘out of towners.’ Nice foyer area, not huge. Greeted promptly upon arrival and made to feel very welcome. Allocated room was on the 9th floor with an awesome view to the City. The room, wow, just beautiful, even had a small balcony. It was great to open the doors and let the breeze blow in, even if it was cold! Beautiful furniture fittings and kitchen and bathroom amenities. Very comfortable bed with lots of pillows. Big bath towels, and an important one, great shower, not just a trickle of water. The Roof top bar is amazing. Again, views to the city and out to Homebush Park. Very popular bar. A lot of tables were reserved by locals. Generous selection of ‘beverages’ to choose room. I only had breakfast at the hotel downstairs which was ok. Could do with a bit more of a variety. But I think they would make whatever you would like. Great hotel location. Shops, cafés, restaurants, public transport at the front revolving doors. Pool area is small, but very nice, few comfortable lounges to bake on. Come summer, it would be very busy and quite popular and I think you would have to get in early. One minor critique, housekeeping did not attend to the room one day. Not the end of the world I know, and the room was not messy, but for a hotel of this standard, should not have been missed. I travel to Sydney a few times throughout the year and would have no hesitation in staying the at this hotel again. Will definitely be back and...