Crown Towers Sydney

Sharing to express my deep disappointment following a recent stay at The Crown Sydney — a property that markets itself as a luxury 5-star hotel but delivered an experience far below even basic hospitality standards. From the beginning, we encountered a lack of professionalism, empathy, and customer focus — particularly from front desk staff. One manager, Alex, was especially dismissive and arrogant. Instead of addressing our concerns, we were met with gaslighting and outright hostility — behaviour that has absolutely no place in any service-driven environment. Key issues during our stay included: * Room Conditions: The air conditioning was not working, leaving the room hot, stuffy, and uncomfortable. To make matters worse, there was a strong, unpleasant mould odour — both unhealthy and unacceptable.
 * Service Failures: Our room keys were deactivated before our scheduled checkout time, without warning or explanation, leaving us locked out of our room.
 * False Advertising & Deceptive Conduct: We booked under the Crown Autumn Sale Deal, which clearly stated a credit voucher was included. Not only was the offer not honoured, but when we questioned it, we were treated with aggression and blamed for asking. Staff made no attempt to resolve the issue — instead, we were spoken to with condescension and hostility. When we raised these concerns, rather than take ownership, staff deflected, asking us to recall timestamps and phone call logs instead of taking initiative and investigating internally. This evasiveness only made things worse. For the Steep price we paid, we expected basic comfort, respect, and professionalism — none of which were delivered. This was a deeply unpleasant and stressful experience, and it fell dramatically short of both the cost and the Crown brand's promised standard. I would strongly caution other travellers to manage expectations — or better yet, look elsewhere.

Crown towers was a beautiful hotel. Stayed in the deluxe king room, with exceptional views over Darling Harbour. Everything in the room could be conveniently controlled by an iPad which was a first for me. The bed was super comfortable and the linen was so soft. We stayed for one night and never needed to leave. A great selection of restaurants are on offer and breakfast at the Epicurean the morning was amazing.

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.