Hilton Sydney

Hilton coffee bar staff named Chole is having bad attitudes and unprofessional services!

Review: I went to the Hilton Sydney and it was not what I expected. I have been to this hotel times over the past three years and I thought it would be better. The main problem was the housekeeping at Hilton Sydney. I left my room at 10am. I put a sign on the door that said "Please Make Up Room".. When I got back at 5:10pm the room had not been cleaned. I had to call the Magic Team at Hilton Sydney times and ask to speak to the person in charge. When I finally talked to someone they were not very nice. I had to ask them to be more polite. My room at Hilton Sydney was finally cleaned at 6pm. I had to wait outside the hotel for a long time. This is not what I expect from a hotel like Hilton Sydney. My room at Hilton Sydney was not good either. It was very small. It did not smell good. The bathroom at Hilton Sydney was not very good for someone like me who's 6 feet 2 inches tall. I was surprised that they did not give me a room at Hilton Sydney since I have stayed there before and I told them what I needed. I also wanted to use the pool at Hilton Sydney. It was closed. The person at the desk at Hilton Sydney was not very helpful and she was busy with her phone. She did not really answer my questions. She was a bit defensive. Before I got to Hilton Sydney I sent an email to the desk at Hilton Sydney and the managers at Hilton Sydney telling them what I needed.. It seemed like they did not read my email or do anything about it. Overall my stay at Hilton Sydney was not good because of the housekeeping at Hilton Sydney, the room at Hilton Sydney, the staff at Hilton Sydney and the fact that they did not pay attention to what I needed. I hope the people in charge at Hilton Sydney will listen to what I have to say and make some changes, at Hilton Sydney.

A recent stay at the Hilton Sydney with our children thoroughly convinced us that Hilton’s are unacceptable unsafe as hotels for us for the foreseeable future. Dismal with mediocre service and generally a three star at best, it’s disguising itself as a 5 star hotel . To explain. On our first morning there, after landing late from a flight from halfway across the world, the power suddenly cut out and a terrible strong smell of electrical burning flooded one of our interconnecting rooms. A phonecall to reception resulted in zero help; nobody picked up. A maid in the corridor suggested keeping the door propped open to try to alleviate the pervasive and acrid smell coming from a panel in the ceiling as she let other staff know there was an issue through her handset. Still no answer from reception despite multiple calls. We understand from her that the power is only out on our level and no other staff in the hotel know anything about this - and the burning smell is getting worse. No one has come to help us even though the maid was told maintenance would come. After standing outside our rooms to escape the smell, I take my children down to the lobby, bypassing our floor’s elevator (with the cockroachy stairwell) and let the first member of staff that’s free know what has happened, that no one at all is helping us with this issue and won’t pick up phones. Again, no one knows what has been happening on the 37th floor. This man is Concierge and he rudely tells me that if I want to, I can go back up to the rooms, it’s up to me. He’s spoken to security, that’s all he’s prepared to do and he walks off. He’s basically washed his hands of it. Again, this is the concierge. No concern at all. Long story (and this is a long one) short, it takes hours to sort this issue. It takes a while for anyone to visit the rooms and after they deemed it uninhabitable, we were offered a short term little room for all four of us until another interconnecting could become available. Repeated ‘I’m sorry’s’ ensued but even when trying to move to this other small room (to get a key was impossible) and to get help with all of the bags that we had to pack in the fastest time possible, again there was no picking up of the phone at the main desk, resulting in another of many trips to down the Lobby. In the end, that afternoon we cut our stay there short due to the complete ineptitude of the staff of this hotel and were instructed to pay up the bill in full. When we left we were told that we were lucky that we didn’t have to pay the cancellation fee. We moved to a different hotel - a true five star - with a day wasted, including attendance at a business event that cost money to attend. The response by the Hilton to this severely unsafe fire hazard was the repeated phrase, ‘I’m sorry’. We’ve stayed in many mediocre Hilton’s and have accepted most of them for what they are (low-end) but to have a fire issue go unanswered for so long and to have such a disrespectful response knowing that they have cost us time and money is disgusting and as low as a Hilton can go in terms of safety and customer service. Please avoid this hotel, especially on high levels with children - you won’t have anyone to contact from so high up in the building and when you do talk to them, like I did in the lobby, they won’t take you seriously in a fast enough time. It’s not worth the worry or the stress, please consider elsewhere. They will cover their backs until you quieten down or leave. Due to this, The hotel needs a complete evaluation of safely protocols including the answering of the phone in an emergency, timeliness of response to the issue and a testing of their electric boards. No call should ever, ever be left unanswered when trying to get through repeatedly due to a fire issue. On a customer service level, they need to understand that I’m sorry is simply not good enough when it comes to safety, especially with children.

The hotel is situated in a convenient location (very close to the tram), the receptionist was very helpful upon my checking in. Even though I had to wait for a room, the handling process was smooth. The breakfast was good, but the staff was better. I was approached to ask if it was my first time having breakfast here and when I said yes, the staff gave me a clear instruction and offered to show me the food station. This was impressive.

We booked exec rooms with lounge access. The room was in poor state with blackout blinds that didn’t roll down. They were ripped and held together with tape. I didn’t discover they didn’t work until 11.30pm so had to endure a night with little sleep due to the brightness in the room. After a few attempts to fix the next day we were moved to another room which was much better all round. The lounge has a dress code which wasn’t mentioned in the booking info. I was chased into the lounge by a staff member who asked me to go change my shoes. I was wearing a conservative summer dress (loose fitting and knee length) with black leather sandals, so in no way casual or beach wear. However according to the dress code, they preferred me wearing my smart dress with running shoes (!). So that’s what I did, even though I looked ridiculous. I am not sure why I was picked on since others were wearing crocs, Birkenstocks, baseball caps, yoga clothes, hoodies… it’s not very welcoming way to treat a guest, especially if you’re going to be so inconsistent about it. And a bit odd in a city known for being laid back and relaxed. Clearly from the way people were dressed, no one actually wants a dress code in there anyway. A staff member in the lounge also accused my husband of trying to bring drinks out of the lounge. I have no idea why since he wasn’t anywhere near the door and was on his way to me at our table. Very odd attitude to customer service.