Crown Towers Sydney

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.

We received a Crown Gift Card as a gift but it declined at one of their restaurants. We waited over 20 minutes and were told it keeps declining. They went upstairs to the office to try and sort it out and were told that since it has been taken over by an American company they’re not working. It was finally accepted but was a horrible experience.

Dirty unwashed robes? Mini bar not restocked from the last guests? No view of the Harbour Bridge as promised? Telephone and iPad not working? Expect more for $2200? Well don’t if you’re staying at Crown Sydney. We were really disappointed walking into our Harbour Bridge Executive Suite (which was a lot more than the standard Executive Suite) and realising that the bridge is only visible if you jam yourself into the absolute corner of the bathroom behind the bath (where no one would ever stand), or from the far corner of the bedroom (again, where there’s no need to ever actually step foot). Surely this is false advertising or this room shouldn’t be called a harbour bridge room. I went to put on a robe to get comfy and robes were dirty - not just a stain that hadn’t come off in the laundry- food from the last guest which looked fresh. Couldn’t get the phones to work and no hint on the iPad how to phone reception so had to go all the way back downstairs. The minibar also hadn’t been restocked. Room cleanliness was very average. iPad just glitched the entire time- freezes and won’t display anything. Absolute waste of money.

We booked an Opera Tower Suite for a two night stay. Paying a premium price and expected the level of service. The checkin and valet service was excellent. The rooms are lovely but we were so disappointed to come back to our room to find that despite illuminating the ‘service the room’ light, that it hadn’t been cleaned and our breakfast room service plates were still sitting there.. ok, no big deal, but when we called and ask for clean towels and to have the dishes removed we were told that it’s ’always best to ask to have the room cleaned’. It wasn’t just a room it was a two bedroom suite with a price tag to go with that. I explained that I’ve travelled all over the world staying in 5 and 6 star hotels and have never had to call to ask for my room to be serviced, but to avoid confusion I have always illuminated the light to confirm my request. The representative was scolding and ridiculously condescending. My guests could hear the conversation and were shocked. When towels were delivered whey were tattered and soiled so we had to request more towels. We were all shocked by the service. The duty manager sent a bottle of sparkling wine and ensured our room was cleaned after we left for dinner. So we appreciated that, but I was hoping for an amazing experience so I could return with confidence. Let’s hope for others this was just an unusual blip. I’d add that for the most part the is property lovely, team members were polite and paid attention to detail. Our drinks and light dinner at Ice Bergs was very enjoyable. Breakfast was plentiful. I’d risk going back hoping for the best.