The Grace Sydney — Hotel in Sydney

The Grace hotel has serious account issues. Basic maths addition and subtraction only. Our rooms were not ready as promised (2.5hrs later, was told they would call when rooms were ready but instead keys were just sitting at the back table. Upon entry the rooms had rubbish in bins from previous guest. One of two rooms still dirty. No towels, toiletries or toilet paper in one of the two rooms we had booked. Called, no one answers phones and if you want anything you gave to go down to reception and wait in a very very long line. Training staff very slow and no customer service. We were charged 3 times and promised we would be refunded when complaining to front desk and even given a receipt of refund. This didn’t happen and once we were checked out no one answered our calls, emails or messages. Still waiting for thousands of $au to be refunded. Dispute with bank. Only one concierge was nice but others could not care. Buffet Breakfast is not buffet. Only fruit/toast is available to self serve but all hot foods can only be ordered through the staff (maître). Breakfast shocking for $35 per head, not including coffee. Instant available only. We pay $45 at Hilton and get plenty of options. Dinner -room service was absolutely shocking. There was so much salt in it and no on cared to ask why meals were barely touched but they were happy to bill us 3 times. No we never signed for any of it except breakfast. Swimming pool dept us 1.1m (baby pool) more like a spa and no towels were in the towel shelves. Many parents called asking for towels but only on one day did they replace them. All other days was empty. Bring your own toiletries and towels. Called for toilet paper. Delivered to wrong room so one room didn’t have toilet paper the entire time. Escalators are not turned on. Waited 3 hours and check in check out was super slow. No service. Billed 3 times. No hot food buffet. No coffee service. No toiletries. Phones don’t work in one room a d in the room it does work no answer from staff. Dirty. Pay Tv $30 day for movies. Very dated dirty. Was told they had problems with house keeping staff but no one apologized except one boy who tried to process a refund. Cheaper to go to an air bnb apartment or pay a bit more to stay at Hilton but they booked out. Service was completely opposite there. I’d like to say the training receptionist was terrible, grumpy and happy to blame but not be held accountable. The concierge was the same except one. Rooms are very noisy. Pub below and can hear everything in the next room even children crying and sneezing. Walls no sound proof. Furniture dragging and people talking all day and night. Cleaners were often on their phones in empty rooms or when serving guest rooms. Doors were left open. Don’t leave your belongings around if the room is being serviced. One good thing, the shower water pressure is amazing. Very strong flow. Our room was an upgraded king room and our views was of grey walls. No balcony no view....

The building is beautiful but two stars is generous. We arrived at the hotel after a flight into Sydney in the afternoon and check out took a good thirty minutes because the guy at the desk didn’t really seem to know how to process our payments, sprung a 200 dollar holding fee on us that we weren’t made aware of before coming in, later found out that he double charged me for the room and that my account had been overdrawn by 800 dollars, when I addressed this at checkout the reception staff kept telling me it was normal and reiterating the nightly stay rate, the manager was called when I insisted we’d been overcharged and reversed the charge, we weren’t offered an apology despite incurring an overdraw fee which I never should have been subjected to as it was clearly their mistake, they maintained that this happens all the time and is normal and that I was being unnecessarily upset about it. Even had the audacity to ask us for a twenty six dollar service fee for a meal after that entire ordeal. In terms of the rooms, we booked a king corner suite with a view, the room we were put in was on the other side of the hotel despite the fact that we paid extra for the view, it was not delivered. There was mould on the shower head and the tables were not wiped down properly, no toothbrushes or toothpaste or slippers were provided. Our package included breakfast but we ended up having to go and find some in the city because it was so sparse and measly and held in the foyer in front of people who were walking by which felt weird. Room service is basically glorified Uber eats with a higher service fee. I wouldn’t stay here again and wouldn’t recommend it to anyone else. The rooms were nice enough but the service really...

I've had an awful experience staying at the Grace. This was a corporate booking. I travel a lot for work so I know what to expect when you're being charged $225-250 per night. A) The room did not have all the toiletries when I checked in B) I had a cut while shaving so I called the reception to help me with a first aid. I waited for 15 mins and called them and told that it's still bleeding, when will you send the first aid? They took 20 mins in total to send the first aid. C) I left the room for the day and came back in the evening. The room was cleaned by the housekeeping but the minibar wasn't replenished. I called room service, they didn't respond. After that I called house keeping and even they didn't respond. So I directly called the reception and guess what, even they didn't respond. I kept calling for 5-7 mins until someone picked up and told them the mini bar wasn't replenished and I need water to have my medicines. They said they don't replenish the bar at this hour and if you want water then we'll have to charge you. They were extremely rude on the call and kept repeating that they'll charge me for water. So basically they wanted to charge me for something they forgot to replenish! Absolutely terrible team who doesn't respond on time. I had to go down at the reception and ask for water and complained to the manager and they said sorry, we don't know who that person was but we'll send the water immediately to the room. I went back to the room and waited for another 10 mins and called them back for water. They said sorry we only have 1 person from the house keeping team. This is a 11 storeyed 4 star hotel which only has one person in their house keeping team in the night!!...