Sheraton Grand Sydney Hyde Park — Hotel in Sydney

GREAT CLUB LOUNGE BUT MARRED BY DISAPPOINTING HANDS-OFF MANAGEMENT.

*ROOM 4/5: Spacious for a Sydney CBD hotel, but the flickering bathroom light due to a faulty light bulb was annoying. Curtains wouldn’t close fully, ie. they’re not black out curtains.

*CLEANLINESS 5/5: Spotlessly clean room. I wiped down all surfaces with disinfectant wipes and there was no dust. Public areas were also well maintained. Well done and thank you Housekeeping team.

*WIFI 4/5: Reliable and decent speed.

*LOCATION 5/5: Opposite Hyde Park and near train, tram and many buses. Lots in the area at walking distance.

*ELEVATORS 2/5: Since my last stay, the hotel has renovated its 6 elevators. They’re generally speedy, but during peak times, there are long waits as hotel bell desk staff use the same front of house elevators instead of the back of house ones, which Housekeeping use. Guests struggle to get into an elevator when there’s a huge luggage trolley blocking the way, hence the long wait.

*BONVOY PLATINUM AND ABOVE: No rating but rather a FYI. Bonvoy Platinums and above receive a room upgrade if available plus executive club lounge access (evening canapés & light breakfast). You can ‘upgrade’ to have breakfast in the main restaurant at an additional cost of $15pp/day, but more on that below. I wish the club lounge would offer check in and check out assistance at its dedicated desk, as the main lobby was chaotic on my arrival.

*SERVICE: I break this down in 3 different areas. *Guest Services 5/5: I received very quick responses to any questions I had, both via the Bonvoy chat app or over the phone. *Club lounge 5/5: very warm and welcoming. *The Gallery restaurant 4/5: well intentioned but sloppy and slow service. I pre ordered food, with 2 hours notice, and confirmed a pick up time but the food was still late, meaning I missed my flight as I was left waiting in the hotel…. *Hotel management 0/5. I assume every weekend the hotel is full or at near full occupancy, which is great news for tourism, yet the breakfast situation at Feast (main restaurant) is abysmal. 30+ min wait. Peak times are not advertised or advised at check-in nor in advance, even though the hotel issues a pre arrival email. What’s the purpose a pre arrival email if it’s doesn’t contain important information? In my experience on Saturday morning, management staff stood huddled around each other, backs turned towards guests to avoid eye contact. The system for breakfast in Feast is that, after 30+ mins of having to wait in queue, you register with the restaurant host and then you wait a further period of time to be seated but restaurant staff were randomly seating those waiting, ie. queue jumping was encouraged by the hotel. The Feast team is clearly aware of the expected crowd numbers as they set up a second breakfast food station in the adjacent Conservatory Bar to assist with traffic flow, but they need additional bodies to help during peak times. On-the-floor wait staff were doing as much as they could, in my view. I find it ridiculous that hotel management stood back, observed and gossiped instead of actually providing genuine help… Additionally of concern is the food cross contamination. Using the juicer as an example (in theory, it’s a great idea to have a juicer so you can make your own juice), utensils, jugs and the machine aren’t cleaned so ingredients are mixed unwillingly. Also, the same toaster was used for both Gluten Free and Regular breads.

I’d certainly welcome an opportunity to discuss my experience with the hotel. I found it a shame that the hard work of the club lounge and housekeeping teams is marred by a hands-off, unhelpful management team. The club lounge during my visits were at capacity, yet the team there remained polite, efficient, welcoming and friendly. Despite the busy-ness, staff still offered table service. Kudos to them and the...

The problems were started with the booking itself.

Advertising and Pricing:

When we booked the Easter package deal was advertised as $335 per night including taxes for 2 adults and 2 children.

We have booked for 4 nights, however charged about $364 per night?

We have booked for 2 adults and for a child, but the booking confirmation email received says 1 adult per night only?

Customer Service:

I have called the Sheraton Grand, Sydney to enquire about this booking issues on the same day of booking. A staff answered the call and she was unhelpful and top it I was very distressed as we were flying to Sydney at the same day of booking. I have explained this to this staff and she was not helpful at all and she transferred my call to your Manila call centre and they have said they can't fix this technical error in booking and advised only the hotel staff are able to rectify it.

Then I have to call the hotel again and again, after multiple calls I have requested the same staff to send me an email to confirm the booking is for 2 adults and a child, she replied to me that, she only does it if she gets some time, as if she is doing me a favour and not a service. Her attitude was like I am staying there for free. I felt like she just wants to pass the bug to someone as I am a burden to her.

Then on check in we have requested a better room with a view on the city side, the staff who checked us in didn't offer the requested kind of room, she said all those kinds of rooms were fully booked and none left.

Therefore, the following very morning we have taken the pain of swapping the room similar to the one we have requested to see a bit of sky. But rooms were available.

Then I spoke to the duty manager (Saturday morning) regarding clarification on pricing, however he is unable to explain the pricing and why I am charged more than the advertised Easter package deal?

I also spoke to another staff who is on duty about my bad experience in booking, however he said “this is Australia, things are like this here" and also, he said " if you go to a GP, you won't get a good service because things are like this here in Australia. This shows a lot about his negative attitude in customer service.

I asked, where he is from? he said he is from Vietnam and things are better there in Vietnam.

On the fourth day after breakfast, I have requested a staff in the dining area to show us the way to the pool, as she tried to explain it to me and we got bit confused, I have requested her to show us the way to the pool, however she really got annoyed and sighed at us as we were a burden to her and as if we staying there for free.

Finally, on check out, even when requested, it was not explained to me properly, when will my security deposit will be refunded, why they are charging me at check out as well? Am I double charged?

I felt poor customer service, poor communications with guests, appalling attitude towards customers and as if they are doing everything for us free of charge, not willing to help when needed. Staffs is very disrespectful to me.

Hygiene:

When we have moved in, we noticed hair, that hair probably from previous guests, were found on the toilet sink area, in the window sill and top of the sofa. It was really disgusting.

We had a bad and frustrating Easter expedience at Sheraton Grand, Sydney. We have booked at Sheraton for a break and relief from our daily busy schedules, however it has ruined our...

I highly recommend this 4.5 star Hotel for anyone wanting to chill, relax, eat & drink. I rate it a 5 out of 5 for the following reasons;

Service; From the doormen to check- in to the club lounge staff - the service is friendly attentive and warm . I upgraded to 'Executive Club Lounge' park room view, which was an extra $100, compared with a city-side room (non- executive club lounge). Definitely worth the extra money, highly recommend club lounge!

Value for money; Executive Club lounge opens at 5pm to 7.30pm for drinks and canapes ( complimentary). The waiters ask you to take a seat and they will come and deliver your beverages to your table. ( drinks are not self-service in Club Lounge). They do not make cocktails, just normal Aperol spritzer and top/shelf and soda. The canape's are filling and there is a range of salmon, fish, salad, prawns, spring rolls, dim sims and the usual cheese and crackers and dip selection. Club also provides a complimentary hot and cold breakfast with loads of choices in bread, pastries, cappuccinos and other tasty bircher muesli, cereals, bacon & eggs sausages and salmon as well as waffles, bacon and eggs, fresh fruit juice. There is table service during breakfast also, and efficient service to keep the tables clean. Excellent club lounge. However, on Friday when I came you have to get in before 5pm - quick and early to get a good seat, and one waiter was quite strict about taking a seat and they will serve you. I prefer self- service tbh, and this rule should change ' to sit down first', I thoroughly suggest to 'serve client' as they come in and let them have a drink immediately and then take a seat. It would cut down on having loads of staff ( less profitable)... and allow 2- 3 staff assistance for clearing tables and handling glasses..most are well behaved regarding drinks consumption. Otherwise, all was wonderful. Lachlan was the Head Waiter - he has his service level down- pat and made the evening go from good to wonderful. Tku Lauchlan.👌🏿👌🏿👌🏿👌🏿👌🏿

Cleanliness; my executive park view room was 40sqm which is double the size of (Hilton rooms)and in my opinion ' more glamorous and with more luxurious appointments'..loove the marble in the bathroom, extra tall bath. Everything was super- super clean.

Amenities; This room had its own cappuccino machine coffee tea and 2 free bottles of water. Love the desk and chair and chaise lounge. Quiet room, didn't get noise from neighbors or from upstairs rooms. On level 22 the Spa level you have free use of jacuzi and pool with amazing views! There is a sauna (which is very healthy after a flu, big night out or for general wellbeing). Also have a steam room for women and men and complimentary use of bathrobes and slippers. I did not have a massage or treatment on this occasion.

X-factor; The membership is free and u get great discounts on room rates, I recommend becoming a member. Great views of Hyde park and beautiful and impressive entrance...and perhaps the best- kept secret are the 40sqm rooms, friendly service lvl 22 and the Executive Club Lounge. I will be back for sure! Please like my review if you found it helpful. Tku...