Hilton Sydney

Stayed for a 5 nights at the Hilton Sydney in October 2025 Positives: Well located, easy to get around town, lots of life and activity right on your doorstop Recently renovated property and the rooms whilst fairly generic are of a good standard including a comfortable bed Modern & appealing lobby (although half of it was closed every day I was there, even just to sit in) Negatives: Service was unfortunately of a 3* level, certainly not 5* and barely 4* Arrival late at night at approx 12pm midnight was a very very poor experience. Front door is locked and the intercom button / call button did not work. Had to bang on glass wall repeatedly to be allowed in. I mentioned this to receptionist and was simply told “it goes to the back room”, zero apology for the inconvenience or weird arrival (what other 5* hotel do you have go knock on the door and bang for attention to get entry?) Room was repeatedly not serviced on 2 out of 5 days. On one of those days I had actually specifically asked at reception for the room to be serviced after going out for the day at 1pm and by time I got back at 10pm no cleaning had taken place Have to repeatedly queue at lobby for any type of assistance. There was a lot of staff in lobby during daytime hours however they do not acknowledge you in lobby, no good morning, no good evening. Not the end of world but certainly not 5* service and more akin to a mass chain Holiday Inn / Fairfield / Courtyard / TRYP etc. No bottled water in rooms. There is a filtered water tap but not equivalent. Heat issues with shower, at points scaldingly hot even on coldest setting. In fairness I did not complain about shower as I didn’t want hassle of repacking changing rooms but equally it should just be correct from outset, especially at a 5* hotel. At checkout I was then charged a credit card fee when I paid by debit card. This was corrected when I questioned it but it shouldn’t have been done in the first place. It should not be incumbent upon the guest to identify and correct payment, it should be correct first time. I would not recommend this hotel. It is a fine place to stay but absolutely not 5* it’s not a good option unless you can get it for a bargain basement price.

Having never stayed at the Hilton before and wanting to spoil my wife on our wedding anniversary I booked us into an Executive King room for 3 nights with Executive Club access. Check in was smooth and efficient. Our King Executive room was not as pictured. No bathtub. No lounge chair. No luggage rack to place our bags on. Executive Lounge was as expected with a limited selection of hot food options but to their credit a selection of spirits was available. The Executive Lounge host Melissa was sour and didn’t smile or greet guests at any time during the 3 nights we attended for evening drinks and canapes. Other staff members were friendly and polite however the experience was disappointing due to the unpleasant atmosphere created by Melissa. First night I ordered a bucket of ice using the QR code online system. 45 minutes later and no ice bucket I rang reception and a further 20 minutes later the ice bucket arrived. Second night I again ordered a bucket of ice. An hour later and no ice had arrived so I attended reception in person and spoke to the duty manager Bi regarding the discrepancy in the room description and lack of ice bucket that I had ordered. Bi was full of apologies and arranged for a room change having explained that the room we were in was a newly renovated King Executive room. Our room changed we still waited a further 15 minutes after changing room for our ice bucket. Third night I again ordered a bucket of ice. An hour later and no ice I again attended reception as phoning them failed. 10 minutes on hold and no actual answer forced me to physically attend the front desk. There I was told that both duty managers were busy and to come back in 20-30 minutes. What a disgrace. This is not a five star hotel and absolutely not worth the $525 per night PLUS $95 per night for parking. I definitely do not recommend this hotel and I will not be returning.

Downgraded Room - beware! A King Executive Room was booked for my business trip. I was checked in by the Manager on duty and allocated to a room which she claimed as a King Executive Room. However, I found the room condition that doesn’t match with the King Executive Room description on their website - such a downgraded! I can believe to find the bathroom with that condition - picture attached. Then they moved me to a new room that again doesn’t match with the description of King Executive Room but it’s a King Corner Room. The saddest things is, they kept on making excuses of having those room allocation: first they said that the hotel is fully booked that they gave me #3702 a King Guest Room and later they said the newly renovated room doesn’t came with a separate bathtub #3624 a King Corner Room I am a loyal customer of Hilton, but today I am so disappointed with the way the Manager on duty and the receptionist handled the situation. Making an excuse will deteriorate Hilton brand! I spoke to the Hotel Manager and they insisted the room were both King Executive Room regardless the condition doesn’t match with the description in the website! What a misleading marketing gimmick in the website!

Last minute booking due to cancelled flight. Wasn’t many options but Hilton had availability, albeit not cheap. Room is ok, well laid out. Surprised no mini bar, on request. That’s just lazy for 5 stars. Jet lagged and just want a snack in the middle of the night, not call up someone and wait. No bottled water, but supposed to be filtered water in bathroom. Tastes the same as non filtered (just tastes like chlorine) and obviously not chilled. Can call for ice according to online directory. Bring earplugs! 24st floor and still can hear the street, night clubs, trams, lifts and every other knock and door opening on the level. Location seems good and didn’t get to try any restaurants as left before the 6.30am opening

Tried to check in at 2pm and was told that room wasn't ready despite it being close to the official check in time of 3pm. Rather disappointed that the check in was not flexible or didn't try to resolve the issue despite being told that I had a meeting at 3:30pm and would like to freshen up after an eight hours flight. Was told to wait at the Executive Lounge. Thankfully I did that as I explained the situation to the Lounge Manager, Jessica, who immediately jumped on her feet and went to address the issue. Five minutes later, she came back to the lounge with room card in hand and had me checked in. This was the service I had expected at the Hilton. In addition to that, two days into the trip, I see Jessica who made the effort to check up on how the meeting went. She definitely runs a tight ship. The whole team at the Executive Lounge works so hard despite the negative reviews. While maybe not as grand as before, the Executive Lounge is a good enough place to chill and unwind and to relax after a long day. Give the Executive Rooms a chance even if you come across negative reviews about the lounge because it's much better in person that the reviews have it.