SKYE Suites Sydney — Hotel in Sydney

I visited Sydney from the United States and stayed in Skye Suites Sydney. We booked this hotel because of reviews as well as location, as my boyfriend is here for work. We booked an extra day so that when we arrived our room would be ready since we arrived at 7am local time. When we got to the hotel it seemed very nice with the lobby being clean, staff being friendly, and all in order. However, despite booking an extra day to ensure our room would be ready for our 7am arrival, we were not pleased. The room was quite dirty and looked as if it hadn't been cleaned at all. There were marks on the floor along with dirt, dust, and even hair. Coffee spills on the floor and stains and crumbs on the various carpets (one stain appears to even be BLOOD- EW?). Upon closer inspection, we found stains and crumbs on the couch. Given that we had just arrived, it was clear this was due to a poor, if not nonexistent, cleaning job. We went straight back down to the front desk and notified them of our concerns along with showing them pictures. The front desk associate (I believe her name was Claudia) seemed dismissive, not even looking at the pictures we had taken, stating no other rooms were available and only offering to have our room re-cleaned. Of course we said yes if that's our only option but this is very unacceptable for a supposedly five star hotel. We had just spent 15+ hours on a plane and had booked an extra day to avoid delays of this sort. We came back after a little more than an hour and they said our room was re-cleaned and ready for us. When we returned, we found little had changed. While the floor was slightly better, stains, dust, crumbs in the couch, and even coffee spills were still present. At this point we were so jet lagged we just let it go for the time being. Upon requesting the recleaning we were assured that every day we get a light room refresh and they would ensure that our room was “deep cleaned” 2x a week. The following day arrived and we left ensuring that a sign was up that said please clean the room (supposedly cleaning is available from 10am-1600 daily). When I arrived back to the room at 1500 the room still had not been cleaned but figured they still had an hour to come by and it was just supposed to be a light cleaning anyways. No one ever came to my room and cleaned. This is unacceptable and honestly such poor quality of service I’m not sure how anyone is rating this hotel 5 stars?! If it wasn’t for the fact that it was booked through work for business I would have immediately left and booked somewhere else. I would also like to note that the cleaning was incredibly lacking throughout our entire stay and that the incident mentioned above was not a one off occurrence. My bf even left a very small piece of paper on the carpeted floor to see if during the week it would get vacuumed up- it was there until we left after a 15 day period. Furthermore, the assigned housekeeper displayed a serious lack of professionalism. She repeatedly harassed us about cleaning the room, even when we had the "come back later" sign up. On one occasion, she opened the door without our permission despite the sign being there. Another time, when I told her I would be leaving shortly, she proceeded to wait outside our room. This level of service is unacceptable. For a hotel that is not "cheap," and “rated highly”, the rooms should be clean, and the staff should be more willing to ensure guest satisfaction. If this wasn't a business trip, I would have left immediately. I would never come back here and highly recommend finding another hotel in the CBD. Unprofessional, overpriced,...

Stayed Saturday 26-7 to see the panthers play at comm bank stadium. I was left waiting approximately 20 minutes to check in. We rang the phone on the arrival ramps no answer . I then had no choice but to enter reception in my wheelchair. Whilst my wife and son were left waiting on the access ramp. With other ignorant guests blowing there car horn at her “disgusting behaviour “. Still no help from reception staff. At this point I patiently wait for assistance. In the meantime 2 other guests that arrived after me were checked in. What a joke, clearly no staff cared about me as a paying guest. At this pint i was loosing patience. Finally after me requesting assistance i was acknowledged and offered help. Not very customer friendly. Eventually when i said my wife is still waiting to get access. finally some assistance. I hope other customers did not have this experience it wasn’t even busy at checkin desk ,so no excuses . Finally we get to the room. At this stage no apologies for poor service. The next day checkout was even worse. Imagine a person in a wheelchair being rushed out of their accommodation . Everyone at the checkin desk knew i was in a wheelchair with limited mobility. After being rushed to check out i left important Asthma medication behind. When i got home and realised I phoned on the Sunday for assistance. After several phone-calls and emails . No response its now Tuesday do i phone yet again. And look for a manager. To be told they are out sick and no-one else can help me. Seriously !!!! Im still awaiting a phone call to explain if my medication has been found or just thrown in the bin. Finally this booking was done through booking.com. Poor reviews have been left on all places. I work in sales / service in Newcastle NSW. If I treated customers like this i would be out of a job. Obviously service is dead in this businesses. Still awaiting a phone call and return of my asthma medication. I have had to go and purchase more at my own cost. To many different people involved to mention. I wonder will anyone from management even care and bother to return my call. I won’t hold my breath waiting. Seriously this is the basics to customer service. I hope no other guests are treated this ...

Let me start by just saying that this place is fantastic. We were in Sydney for work and intended to only stay a night, but we ended up here through a series of unfortunate events.

The aforementioned unfortunate events left them double booked (let me be clear though - this was through NO fault of their own - you can thank a heap of flight cancellations and a U2 concert for that) and us without a room. The nighttime on duty staff member Trevor tried finding us additional accomodation anywhere else, but unfortunately it wasn't possible to find anywhere as it seemed that every hotel was fully booked (not without him trying though!).

When the morning came around, Petra who was on the next shift organised house keeping to clean a room for us first from an early check out client, took our bags up for is (we didn't even have to ask!), made sure we were comfortable and even offered to organise transport to the airport for early the following morning (which we declined, they had already done more than enough for us).

Once we actually had a room it was so comfortable, had a washer/dryer, a little kitchenette and everything you needed to make yourself comfortable.

We've travelled a lot for work and pleasure, and I can safely say that customer service and accommodation this great is a rarity, and we will definitely be back here next time we're...