Crown Towers Sydney

We booked a One-Bedroom Crystal Villa and an Opera Twin Room to celebrate my milestone birthday, and were assured that staff would be present to welcome us upon arrival, especially as we had provided our exact arrival time. What we encountered instead was an experience worse than that of a modest two-star motel. The concierge staff stood by watching as our Uber driver unloaded our luggage onto the pavement, and only after some time did a single individual make a half-hearted attempt to move it into Reception. At the Residences reception, where we had specifically been instructed to check in, we were left entirely unacknowledged for at least fifteen minutes. No greeting, no eye contact, no seating, nothing. The behaviour was dismissive and rude, leaving us standing there wondering what on earth was meant to happen next. I eventually had to ask whether we were, in fact, being checked in or simply expected to continue standing there indefinitely. Only then did someone bother to appear, also after making us wait another 15 min. To make matters worse, the rooms were not ready, causing further delay. We were offered a $200 credit as though that might somehow compensate for the complete derailment of what was meant to be a celebratory occasion, it didn’t. Despite booking the Opera Twin Room together with the Crystal Villa ( both very expensive ) the rooms were set up entirely separately. Our luggage was misplaced, and a further two hours were wasted rectifying mistakes that should never have occurred in the first place. The repeated need to have our key cards reset was yet another unnecessary frustration. The incompetence was so astonishing that it very nearly became the theme of the weekend, overshadowing what should have been a joyful celebration. The views from the rooms were undeniably stunning, which makes it all the more disappointing that the service was, quite frankly, abysmal. Were it up to me, I would replace the entire team, starting with management, who oversold, under-delivered, and clearly have no grasp of what genuine hospitality entails. The only staff who appeared to understand the concept of service were those at the Level 5 pool; perhaps the rest of the establishment should take lessons from them. And the saga continues, they charged the incorrect credit card after us stating a few times that all charges to be assigned to our credit card. I wouldn’t recommend staying here if you are looking for service and a great experience.

We had a wonderful stay and would highly recommend this hotel. A big thank-you to your Front Office Manager, Jean Barba, whose assistance and warm hospitality truly made our visit extra special.

- waiting in a car for valet service in a very long queue , once you turn the car in the hotel, there is no way out. you can only wait in the car. Slow operation and disorganizing. (they charged for hotel user 100 AUD / day) - Waiting for check-in for 40 mins at 1:30 pm. we were asked to wait for room at 3pm (check-in time) with SMS notification. Come back 3:15 without SMS. we were told to be in line for check in again and finally get a room at 4:05 pm. we were told that even it's passed the check in time but if we didn't get a message , it means the room is not ready ! - The lug gages which was in the car and they supposed to bring into the room after we've got the room, we keep calling 3 times. They keep saying we will bring it as soon as possible. we finally got the luggage at 6 pm ! they said people who received our luggage's didn't register into the system ! - After we checked out , we found out later that they charged us through our credit card for 2 days of valet service (200 AUD) we dropped the car around 1:30 pm and left next day at noon. So it's less than 24 hours. - I will never come back and stay this hotel again. Bad experience ever !

I love to travel, and I love a luxury hotel. And I expect when I book a 5 star hotel that it is not just a beautiful room, but that the staff is superb and that. Service is impeccable. Well at the Crown they get an F for service, bar a few people who try to fix things, but by then it is really too late. Not sure where to start. 1. No proper greetings on arrival or real introduction to hotel 2. Room not ready on arrival, to be expected we got there early. When it was ready we returned, again no proper greetings, no introduction to the room itself or how any worked or about the hotel amenities. Just a sheet of paper. 3. No turndown service during the week 4 No proper cleaning of the bathrooms unless asked 5. Each day we had to ask for fresh towels. 6. Mini bar not refreshed properly 7. Room service took 90 minutes to bring dinner. Called after 40 said it would be there in 4. Called again 25-30 minutes later was told another 10 minutes. 20 minutes later it arrived. It was after midnight on my last night. Completely ruining my last night there. 8.common areas of hotel not very clean

After a long checkin line with haughty guests cutting ahead of us in line, we were told by the hotel that despite arriving at 3pm our room wasn’t ready yet and no estimate could be given for how long it would take because, as the person checking us in told us, the hotel was “overbooked to 108%.” When we noted we needed time to get ready for an event that evening, we were very rudely shooed away and told there was no option or estimate available and to just wait. Upon seeking out a manager we were finally given a room, but the initial experience was so off putting that we immediately cancelled our remaining night at Crown Towers and found another hotel. Will never stay here again.