Crown Towers Sydney

Why can’t Sydney (and Australia for that matter) do proper luxury properly? I took my daughter to the Crown for a surprise “staycation,” as we’re Sydney locals. I’ve had the benefit of travelling internationally for business frequently and my review here is based on what should be expected from a 6 star property at this price point. The service is non existent. Against my better judgement I thought this would be a fun experience and not just a vapid husk of a hotel atop a casino. - Check in: the person on the desk could not have been less interested in checking us in if he tried. After the standard ID/credit card process, he handed me an iPad and asked if we were “from Sydney.” That was it. Nothing about the property or the room. Nothing. - Lunch at Icebergs Harbour Bar: even though half empty at 1pm (Monday) we couldn’t find anyone to seat us. When we were seated, our water order was taken and the staff disappeared for 20 minutes. Finally, a very friendly waitress came and took our order and then came back to inform us that they have a kid’s menu (my daughter is 10) so I said ok and we revised our order. We went to the bathroom and whilst away our table was cleared. We had food on our plates and full soft drinks on the table. I’ve never experienced anything like that that before. We hadn’t even paid our bill. - Tried ordering a roll away bed for my daughter: the phone in the room was broken. The iPad ordering system has no option for housekeeping. So, I went down to reception. Reception is odd in that there’s a rather small desk and a tiny concierge, which seems unaligned with this size hotel. There’s no option for service or just to ask someone something about the hotel. There were a few people in the queue checking in, but one woman on the VIP desk was not attending any guests. I apologised to the people in the queue and gently said that I just had a question about my room. She rudely told me she “wasn’t on duty.” It was so rude that the other people in the queue were looking at us wondering what was going on. Seeing this, someone on the main desk came over with a note pad and took down my request. After all that? They delivered a cot for a baby and not a roll away bed. This issue was never resolved. - The pool: the pool itself is fantastic, but after tapping my room key to access, my daughter and I were confronted by someone from security (?) demanding surname and room number. Incredibly rude. Also the revolving door access process to the pool is a total shambles. When leaving, we tried the much simpler accessible door only to be yelled at by the same security guard. Such a disappointing experience. Beautiful facility and fit out.

This could be an amazing hotel but from check in to concierge through to service it’s just lacking , the twin rooms don’t split beds and feed have charged 110 dollars a night for an extra pull out bed which most hotels don’t charge , the room service didn’t come on the iPad order , the concierge wasn’t available on two evenings when seeking support and the staff where just not attentive also crown rewards doesn’t open until midday , a very large hotel but no explanation of facilities or various restaurants gyms pool or any of what resort offers , staff not interested

Great hotel. Customer service abysmal. Room turn down not actually sure what they did. Towels not replaced, water not replaced, coffee and tea not refilled. Had to call down 4 times to get towels so I could shower in morning. Nearly an hour to get towels is unbelievable. Aircon on first night didn’t work properly and the person they sent up had less idea on how it works than me. For the price should be better.

I was really disappointed with my stay at the Crown Hotel. The check-in process was slow, and the room wasn’t clean – there was dust and an unpleasant odor. I also found the staff unhelpful when I raised my concerns. For the price, I expected much better service and cleanliness. I won’t be returning.

I've stayed at this hotel multiple times, but my recent experiences have been disappointing. During my last visit, we booked the Tower Suite, which features two rooms. Unfortunately, the sheets were stained and dirty, and we had to wait until 9:30 PM for clean ones to be brought up. In an effort to expedite the process, I tried to remove the sheets myself, only to discover that the mattress protector was covered in yellow stains. Additionally, the TV in the bathroom couldn't be adjusted or turned off, even after bringing up two remote controls. It was only silenced remotely, leaving us with a flickering screen and an inability to properly close the bathroom door. Our room also lacked towels, and it was quite dirty, with fingerprints all over. We were disappointed to find no tea or coffee available, and the air conditioning struggled to cool the room, making our stay uncomfortable. The dinner buffet at the Epicurean was also a letdown. The food was heavily laden with nuts, including in salads and desserts, and there was nut flour in many dishes. The roast meats were served very rare, and since I don't eat seafood, I found the options limited. In today's standards, I expected a better dining experience, especially considering the establishment's previous reputation. Overall, my stay did not reflect the five-star experience I once associated with this hotel. It might be worth exploring other options.