Pier One Sydney Harbour, Autograph Collection — Hotel in Sydney

Pier One New Year's Eve Party

By failing to respond, you have only reinforced the very concerns raised in my complaint.

Dear Sir or Madam,

I am writing to formally express my disappointment, dissatisfaction, and, quite frankly, disgust with the Pier One New Year's Eve Party. Even now, when I think back to the event, I am horrified by the memory.

My husband and I attended this event after being assured—before purchasing our tickets—that vegan food options would be available (I can provide both email correspondence and records of phone calls). Unfortunately, the only vegan items we found were a bite-size cake and one pizza option. Furthermore, none of the food was labeled, requiring us to ask at every food station, which was both inconvenient and frustrating, as the long lines forced us to practically shout our questions just to be heard.This lack of organization and transparency is simply unacceptable.

In addition to the inadequate food offerings, the overall experience fell far below the standard of elegance and excellence suggested by your promotional videos and advertisements. The event was disorganized and overcrowded, with guests crammed together while trying to access food. The layout forced people into close proximity with open, foul-smelling garbage bins, and food frequently fell from others’ plates due to the lack of space. Guests brushed against food while navigating the venue—a deeply unhygienic and unpleasant experience.

The drink situation was equally chaotic. There were no clear signs, menus, or guidance on where drinks or cocktails could be found. After considerable effort to locate a bar, we discovered that only two cocktail options were being served. To make matters worse, the staff was unprofessional and inexperienced. At one point, we observed staff taking used, empty bottles from the counter and placing them directly into the ice intended for drinks. The same ice was then scooped into my drink—an appalling breach of hygiene standards. When I refused to drink the cocktail and raised my concern, the bartender appeared indifferent, proceeding to serve another guest a similarly unacceptable drink. Instead of the sophisticated, intimate atmosphere we were led to expect, the event resembled a crowded, chaotic bazaar, with excessively intoxicated guests and no semblance of glamour. The music was repetitive, with songs being played multiple times, adding to the sense of mediocrity.

Considering the high price of tickets, this event was a significant letdown. We consumed minimal food (a slice of pizza and water each) and yet paid a premium for an experience that failed to deliver on even the most basic expectations.

I urge you to reflect on the considerable gap between the event's marketing and the reality of what was provided. This was, without question, the worst event I have ever attended. I am requesting a formal response to this complaint, as well as a clear explanation of how you plan to address these issues to ensure that no other guests endure a similar experience in the future. Alternatively, I would suggest adjusting your marketing to target an audience with expectations more aligned to the reality of the event, as it is clearly not suitable for those seeking a standard of quality, hygiene or...

Second time staying here, loved it the first time we stayed but not so much this time round.

The good / great aspects of the hotel: Location is a 5/5. The bar area is also excellent and the views off the deck across the bay are stunning. The team members that I interacted with were excellent.

The ok and disappointing aspects: The restaurant offers a somewhat limited evening / dinner menu - but it is very well presented - but its pretty expensive. ok if its for a special occasion but something to be aware of.

The breakfast menu is ok but hot food was lukewarm and so was the coffee (3 days in a row).

Service was inconsistent, some of the team couldn't do enough, some were somewhat mediocre & nonchalant.

The room, was where I had the most issues, we had paid for a suite (the Hickson) furnishings were nice and the living area was quite large, the partially separate bedroom was quite comfortable. But the lighting and shades were not conducive to relaxing and enjoying the space. The lights offered 3 settings - bathroom only / or all lights on / or all lights off (this included the bright ceiling lights, there was no option to only turn on the ambient lights around the bed area or the ambient lights over the small bar area or the wall sconce - I found this pretty annoying when trying to relax and watch tv in the evening. Also my partner wanted to rest during the afternoon - there was no option to only close the full length shades in the bedroom area - it was all open or all closed - albeit that you could adjust the length of the closed shade - but it had to apply to all the shades in both the living and sleeping areas.

The noise at night was simply a pain. Traffic from the Harbour Bridge (including trains) and from the nearby street, coupled with the noise of people 'hanging out' on the wharf - right up until around 2.30am on the weekend was something we could have done without.

Last time we stayed here, we were super lucky to have been able to pay for an upgrade and we ended up in the Opera Suite - probably one of the best hotel experiences we have ever been lucky enough to enjoy - it was incredible, very quiet and a view which would be difficult to beat anywhere, let alone on one of the worlds most beautiful and recognizable harbors.

This time we were at the other end of the hotel and felt like a different proposition entirely. Its not the fault of the venue that the rooms are going to offer such vastly different experiences - after all one has to remember this is a repurposed heritage listed warehouse... but poor lighting, expensive dining and lack of adequate sound proofing in the rooms which do not offer a breathtaking view of Sydney Harbour (which is most of them) mean that over all Pier One is not as 5 star as it deserves to be... but it misses too many marks, given its unparalleled history and location - it could be, and it should be......

This hotel unfortunately has many areas to improve. I have good and bad mixed review. Receptionist Excellent. She was a professional, polite and very nice lady. Nothing to comment. Good start. Room cleanliness and condition Good. Fairly large room. Noise Very poor. Extremely disappointing. I was staying at room 230 and I could literally hear people walking in the hallway on my floor and upstairs as well. Also, the heater in the room is seriously loud. I was so glad that I brought my ear plugs. Light Disappointing. The curtain they have is an electric curtain that is supposed to block all the light from outside, but the curtain unfortunately could not block all the light even the window is actually really small. The light that was not blocked by the curtain woke me up next day. Also, there was one light for the mini bar, but I could not find the button for the light. Bathroom At this point, I truly wish they have some good things in the room, however, unfortunately, the bathroom is the worst part in the room. Small transparent shower room, the shower room actually leaks and makes the bathroom wet. The worst part is that the bathroom floor is completely flat-the water does not go to the drainage hole... I was actually really disgusted and I felt uncomfortable while I was having a bath after the shower as the floor is wet and I had to step on it again after the bath. I tried to remove some water with my towel but the water from the shower room was quite a lot so I couldn't remove all of the water. Room service First, it is actually shame that they don't have the dental kit and slippers in the room by default. It is not a motel or 3 star hotel. This hotel is Marriott Autograph Collection 5 star hotel. The fact that they didn't prepare the slippers and dental kits disappointed me but it did not bug me. What bugs me was their slow service and no explanation of their service whatsoever. I only requested one thing. Bring me two dental kits and slippers. I asked at 4PM but turns out, they brought them at 6PM. I was watching a movie whole time so I did not mind at all but when they brought the items, they did not explain why those kits took 2 hours to come to me or being apologetic. To be honest, I did not mind it at that time as I did not need them urgently, but their attitude and service clearly does not meet 5 star hotel. Location I am a Sydney local and I don't care about the location as I just needed a good place to escape from my daily routine, but if you are a tourist, harbour bridge and opera house is next to the hotel, which is good and transportation and accessibility is very poor.

Overall, I would not go back there again and I feel paying over 300AUD for this quality hotel is...