Shangri-La Hotel Sydney

We had a brilliant stay that exceeded our expectations. We had early check in and late check out that added to our experience. Large room with great views and also access to the Horizon Club. From the moment we arrived we were greeted by efficient friendly staff. We had afternoon tea [2-4pm] plus evening canapies [6-8pm]. It was my wife's birthday and it seemed that every staff member got the memo. Planning to repeat the experience at the next birthday. Special mention to Benjamen who was ultra friendly and made brilliant coffees. Thank you

We travelled to the Shanghai La from Ireland and from the time we arrived to the second we left the whole experience was wonderful. All the staff are all so friendly, helpful and kind. The rooms were spotless. The hotel was amazing all in all a great hotel. We’d a view of the Opera house(worth paying the extra money for it) we got to see fireworks every night from our room and look out at The Opera house every morning too.

we went for high tea today. food is nice but the service is not good, the waiter is friendly. But the two waitress were very bad service. we are dispointed with today's experience.

Great location near circular quay and some positives: Views from the room and the top bar Room service - good quality Service in general - concierge was very good The hotel is very dated though, and needs some modernisation. We had breakfast included and this was very disappointing, in a small busy room which resembled more of a 3* resort and the food wasn’t good. Would recommend if you get a good deal for a good base to explore Sydney, but skip breakfast, there are so many great options outside of the hotel which are probably cheaper!

This issue has now finally been resolved, but only because I had to repeatedly chase, call, and push for action over several days. The problem was a pre-authorisation charge being taken from my account after I had already checked out and paid my full bill (which had been confirmed as $2800). This unexpected charge left me out of pocket and ultimately overdrawn. When I first called on Friday, I was not helped and was given incorrect information — I was told an email had been sent to my bank to resolve the issue, which my bank has since confirmed was not true. Despite providing screenshots as evidence, I was told the transaction could not be seen and that nothing could be done. I also had to ask several times to speak to a manager on Friday and was initially refused. Only when I insisted was I finally able to speak to one. I then had to call Carly back myself on Friday, as no follow-up occurred. After no action was taken over the weekend, I called again on Monday and requested to speak with a manager. I was again told no and advised to send an email instead. I reiterated that I wanted to speak to a manager and was refused again. Only after pushing further was I finally put through to a manager, and only then was any action taken. As a result of the delay and lack of support, I was left overdrawn all weekend, with payments being declined from my account. For a 5-star, world-renowned hotel, this is extremely disappointing. The lack of accountability, urgency, and basic customer care caused unnecessary stress and financial inconvenience.