Pullman Sydney Hyde Park — Hotel in Sydney

I checked out of another hotel and had a gap time, so I asked to keep my luggage before check-in. The employee asked me to personally tag and carry my luggage. I can move it because it's my luggage, but when I thought it was a bit rude to ask me to carry it to the office, another employee next to me took over, and he was supposed to give me a tag for the luggage, but he didn't, so he just left. So I gave it to another female employee standing next to him. She took the luggage from me, carried it, and gave me a tag for my luggage.

Also he didn't even give me an invoice. As a result, I did not know that my payment was made by credit card with surcharge. When I noticed it in the afternoon and inquired, at first, they said they couldn't solve it. I explained that Hyatt said the I could use saving, and that's why I didn't pay any surcharge. The manager said he couldn't do it, that it was my fault because I didn't tell him that, and that repayment after cancellation wasn't possible, and that he didn't know the process. Since I have experience working in hospitality and have used the same machines, I had to explain to him how to do it. But I don't think it's my job to explain this.

He can make my payment with a credit card. However, if I say something is wrong, we justc check it, pay again and it will be over. Why should the customer have to explain to the manager how to make the payment? He said no until I told him how to pay with savings and that you can choose at that stage. I don't know if it's right for someone who doesn't really know the payment process to work as a manager to solve the problem.

Even after the repayment was over, he continued to tell me that it was my fault for not telling him. I had no choice but to tell him, “You didn’t ask me either.” Is this really my fault?

I think this happened because they thought I was a tourist and did not know the Australian payment system. I paid with savings at the Hyatt Hotel that morning, I didn't want to make comparisons, so I tried not to say that, but I was able to meet him after I said that. After explaining the machine's payment process, I could see him trying to cancel and repay, and I didn't hear an apology during the process.

The female employee who first served me that day was also kind. She just didn't have the authority to do it, so she did the best she could - check with the manager, etc.

We wanted to use the pool on Tuesday morning, but even though it need to open at 6am, the door didn't open even after about 40 minutes, so we called to confirm, and they said there was glass in it from last night and that they couldn't open it until it was cleaned. And it didn't open until after 7 o'clock. If something like that happens, shouldn't there be a notice posted so customers aren't confused?

The hotel's location was good and some of the staff were very friendly. However, considering the overall service, it is very disappointing. Comparing my experience with other hotels during the same period, I am...

stayed at Pullman Sydney Hyde Park for a four-night business trip and found it to be an excellent choice for corporate travelers. The hotel combines modern comfort, efficient service, and a prime central location that made commuting to meetings and entertaining clients straightforward. Location & Accessibility Prime location: Adjacent to Hyde Park and within easy walking distance of major corporate offices, government departments, and the CBD — very handy for morning meetings and evening walks. Transport links: Close to bus routes and light rail; short taxi/Uber rides to Circular Quay, the Sydney CBD, and major conference venues. Convenience: Proximity to cafés and restaurants meant quick client lunches and reliable options for after-work dinners. Check-in & Service Efficient check-in: Fast, professional arrival process with helpful front-desk staff who were knowledgeable about local logistics and dining recommendations. Business-oriented service: Concierge and reception were responsive to requests (printing, local deliveries, wake-up calls) and accommodated late check-in smoothly. Rooms & Comfort Modern, well-appointed rooms: My room was clean, quiet, and functional — ideal for a business traveler. The workspace/desk setup was comfortable for laptop work and video calls. Bed & bedding: Comfortable bed and blackout curtains ensured restful sleep after long workdays. Tech amenities: Reliable high-speed Wi‑Fi, multiple power outlets, USB ports, and good mobile reception. The in-room lighting was also suitable for video conferencing. Housekeeping: Prompt and thorough, with flexible timing when I needed early room readiness. Facilities for Business Travelers Meeting rooms & events: On-site meeting and conference facilities are well-equipped and professionally managed good for small-to-medium corporate events. Business centre: Access to business services (printing, copying, and secretarial assistance) made last-minute document needs easy to handle. Fitness & well-being: Decent gym for quick workouts; proximity to Hyde Park offered an excellent option for an early run between meetings. Dining & Food On-site dining: Restaurant and bar provided solid breakfasts and convenient dinner options. Business breakfasts and client meals were comfortably handled by the hotel’s restaurant. Room service: Efficient and timely a reliable option after late meetings. Value & Overall Impression Good value for location and service: While rates reflect the central location, the convenience and quality of service make it worth it for business stays. Professional environment: The hotel projects a professional, polished atmosphere appropriate for client meetings and business travel. Minor notes: During peak conference periods the lobby and dining areas can be busy; booking meeting rooms in advance is...

There were some great things that the staff and hotel provide. However, the hotel lets itself down in some areas, primarily around the maintenance side.

Firstly, I'll start off with the positives. There were some really nice touches carried out by the hotel. We stayed over Easter and the hotel provided us with complimentary Lindt Bunnies. They also had large jars of Lindt chocolates on the check in desks, that the staff encouraged us to help ourselves to. On Fridays and Saturdays between 3 - 4pm, they come out with a sweet (candy) pick and mix station that you can select anything you want. Whilst using the rooftop pool and Jacuzzi, there was a bowl of Iced Pops for the kids to have, to help cool them off. These were all really nice bonuses, during our stay at the hotel.

Our room had a great view of Hyde Park and was of a good size, however, the maintenance of the room left a lot to be desired. There was a broken mirrored panel on the wardrobe and the general cleanliness of the room and bathroom was below a 5* standard. There were also scuff marks on the skirts, doors and walls that a lick of paint would make all the difference to its appearance.

The lobby was very nice and well furnished, befitting of a 5*. However, using the toilets in the lobby the cleanliness again was below par and something simple such as providing hand towels but no where to dispose of them. If people were to load those into the toilet, I'd imagine the toilets would end up blocked. Kudos for having the hand paper towels there, but why no bin or basket to discard the paper towels.

We used the bar area to order some lunch, and we ordered via the QR code system provided. The bar area was quiet, and having waited 15 minutes for our drinks, I went up to the bar to remind the bar staff that I'd placed an order. Whilst they'd acknowledged the order, I don't think they'd been / seen the initial order come through. After a further 20 minutes our food came out, and it was barely warm. It felt as though the kitchen staff had made our food but it had been left there to go luke warm before being brought out by the waitress.

Overall, some of the added bonuses, discussed above, felt generous, the view from the room and the general location of the hotel was fantastic, use of the pool and spa during our stay was well utilised and made for a lovely experience. However, lack of attention to detail, communication issues and general maintenance let this property down. It's such a shame as these things put right, I would happy to class this hotel as a 5*.

I hope the management take this as constructive feedback and the hotel gets the improvements to reflect the Pullman brand and...