The Urban Newtown — Hotel in Sydney

Really wish I could give zero stars, but rating only goes down to one. Literally the worst hotel experience my wife and I have ever had. Check in was laborious. Arrived at room to find two single beds instead of a king (which we booked). Raised this issue with reception who said they'd fix it while we went for a bite to eat, and we left our belongings in the incorrect room as instructed by reception. Upon returning to reception to get new room keys, we happened to find a couple had just been given keys to the room our belongings were in ... very lucky we turned up when we did!!!

At time of booking via hotel website, we were promised a "Free mini bar package with a selection of locally brewed craft beer and the finest Australian wines". In the bar fridge was one locally brewed beer, and no wine at all. We had to have six separate conversations over the course of several hours before the hotel would even acknowledge this as an issue, and to then very begrudgingly have this rectified. Over the proceeding few days, we had numerous other conversations with the hotel as they refused to replenish our mini bar. They also tried to convince me later that the alcohol was not included in the mini bar package (which is clearly was). I showed them the ad on their website stating the promise that was made at the time of booking, and they flat out denied to honour it stating that they were "very sorry about the discrepancy between their website and their company policy". Needless to say, the wine was no where near the finest in the land either.

When I stated that I would be reporting them to the ACCC for "false and misleading advertising" they said they were very happy for us to do that. I would have thought they would have been mortified at this as a proposition (particularly as they acknowledged the "inconsistency" between their website and company policy) and done everything in their power to avoid this. At the time of writing, their website still has the false and misleading claim on it.

Also, the hotel had been recently renovated from an RSL, and they clearly opened the doors to guests before it was finished - unfinished paint work etc was unpleasant on the eye.

Newtown's great, but this hotel...

Very nice affordable when splitting cost sharing double room n°113 with just two singles that can be joined or separated. Very nicely renovated modern decor with art brut concrete and exposed pipes theme. Nice and dark to sleep with windows that open or seal shut. I wore byo eye mask in case two blinking green LEDs on high ceiling distracted me. Fire alarms must be working which is good to know. Door to corridor is fairly sound proof if placing bag against gap at bottom. I didn't hear corridor traffic much at all. Enough to faintly hear when friends are out and ready is good. Rev cycle air-conditioning and 1 big TV screen on wall facing bed. Good kitchen facilities m'wave, fridge, coffe maker and hot plates with utensils pots , plates for at least 2 etc.and nice small bathroom good shower and toilet opposite kitchen. V Close to flight path but mostly just loud in morning if windows are opened(serves as useful wakeup alarm. Side street below was quiet with housing rise opposite. Only occasional noise below. Front rooms to main street may be busier. Only minor criticism is the desk staff were good and efficient but no traditional welcome chats offered which some consider wasting time anyway (so meh, shrug). Also the shampoo in shower may have been topped up with same lemony body and hand wash. (Byo) Buses go on main Rd at front and rw station app.100 metres walk. Lane at back had a junk heap /mattress,broken bike, but front entrance is fine. Elevators nicely lit and atrium entertaining jungle to open sky. Door swipes very modern tech. Bag storage at front is convenient and check out times around 10 with flexibility to arrange at later time I believe. Once someone rang our door bell late and nbody there, so not sure why, and heard a chime later too which might have been general checkout reminder. Those sounds...

I've stayed at the Urban many times before and it's always been great. Sadly, due to covid and an event cancellation we had to reschedule our booking - this is where we ran into trouble. The hotel was nearly impossible to contact - their phone number goes to an automatic voicemail system. I left four voicemails, emailed twice, and tried to use their webchat (these were over a period of 2 weeks). I was starting to get pretty anxious and eventually found an old mobile contact number from when I had stayed at another of their partner hotels. That number got me through to someone at reception and they said they had heard nothing from me, which was a bit strange. I'm not sure if their phone systems are just dodgy, but at least an email response would have helped. When we got to the hotel, we had a completely empty fridge and pantry (I booked direct with the free minibar offer so was a bit surprised). This is generally the only reason why I book direct. It may have been due to covid, but it would have been courteous for staff to inform us beforehand, as the package deal is still offered everywhere on their website (Young Henry's Brewery Package). We went out and bought our own drinks instead. We also arrived during a cold snap - it was 3 degrees - and unfortunately our heating unit was broken. Only the cooling was working. There were no spare blankets so we layered up. Being on the first floor and directly outside the atrium sprinklers, it was freezing and damp :( I'm definitely not one to complain about a hotel stay and have still given it three stars due to the modern facilities and cleanliness. I am hoping some of these issues get resolved so we can stay here again, as our other stays have been great. We also love the area and the parking was...