Shangri-La Hotel Sydney

One of the best hotels in the entire world in my opinion based on customer service, great rooms and facilities and every staff member you come across that's perfectly attentive without being over the top that can't do enough to help make sure everything is perfect. From driving into the driveway to checking in the process is seamless and straightforward and there are ever helpful staff at every step. The Horizon Club is a must do, the view is the best in Sydney, the staff can't do enough to cater for all your needs be it food, drink or just answering any questions you have. They cater for so many dietary requirements, just ask, and the food is delicious. I ordered in room nasi goreng and was astounded at how good and fresh and better it was than what I'd eaten at many restaurants. Breakfast is scrumptious with lots of options and evening canapes and drinks in the Horizon Club are luxurious and the team spoil you at every occasion. Wonderful hotel and stayed there many times and the service is always the best I've ever experienced

It claims to be a 5* hotel but still expects its guest to queue for breakfast ……. 40 minutes this morning ! Terrible service

Some staff like concierge Eshan delightful and super nice. Others not. Very mixed. Lobby bar rarely staffed and difficult to get a meal. Bar blu fabulous views and great cocktails. Room ok, breakfast slow. Great location on the rocks. Pool absolutely freezing.

I recently stayed for 3 nights at Shangri-La Sydney as a Jade member of the Golden Circle. Having stayed at many Shangri-La hotels across Asia, this was by far the most disappointing experience I’ve had with the Shangri-La Hotels Arrival Experience Upon arrival, no staff were present to assist with our luggage. We had to carry it ourselves to the entrance. Only after a delay did Johnny, who was attending another guest, come over to help. While I appreciated his effort, the initial lack of assistance was unexpected and not in line with Shangri-La’s usual service. Check-In & Room • Poor check-in experience. Despite my Jade status, there was no proper category upgrade, and we had to wait a couple of hours for the upgraded room to be ready. Credit to Jay, who did his best to expedite the process. • We booked for 3 adults, but the extra bed was not set up upon arrival. • In-room amenities were not properly maintained: the shower gel bottle was completely empty, and I had to shower without it. This is unacceptable for a five-star hotel. Horizon Club Lounge • A housefly was seen flying over the food in the lounge - a serious hygiene concern. • Seating was insufficient during evening canapés and drinks; the space was overcrowded. • Limited food variety: While salads and cold items were available, hot food options were minimal. • Staff appeared overwhelmed during peak times, leading to missed service. • At 5:30 PM, we arrived for tea but received no service, as the staff were preparing for the evening session. • Afternoon tea offerings were extremely limited , only scones and a few cookies were served, with no cakes or sandwiches, which is far below expectations for a Horizon Club Lounge. Breakfast Experience • Breakfast was relocated from the scenic Level 36 to Level 1, which was a letdown in terms of ambiance. • Very limited Asian options, which is disappointing. • On the third day, there was no freshly squeezed orange juice, the table was not properly cleaned, and the waiter lacked knowledge of Jade member privileges. • Paloma, however, stood out during breakfast service - her friendliness and professionalism made a real difference. Other Issues • During checkout, my room charges were incorrectly charged to my credit card instead of my debit card. Although the staff reversed the charge, I still incurred a financial loss of over AUD 50 due to exchange rate differences and bank fees. This was frustrating and completely avoidable. • Overall service felt inconsistent for a property that should uphold Shangri-La’s renowned hospitality. Positives • Paloma, during breakfast, was truly a standout and deserves recognition. • The special menu for Jade and Diamond members was appreciated. • Turn-down service was well-executed throughout the stay. Final Thoughts Shangri-La Hotels' mission is to deliver hospitality rooted in Asian values, characterized by service excellence and authentic experiences. They aim to create memorable moments for guests by providing high-quality service and engaging experiences. Unfortunately, I do not have memorable moments in this hotel. As a loyal guest and Jade member of the Golden Circle, I expect a certain standard of service from Shangri-La hotels. Unfortunately, Shangri-La Sydney fell far short, both in service delivery and overall experience. While a few individuals stood out, the lack of attention to detail, poor service consistency, and operational oversights significantly affected my stay. I hope the management takes this feedback seriously and makes the necessary improvements, especially for loyal members who choose Shangri-La because of the exceptional service the brand usually represents.

This hotel has truly become my favorite place to stay in Sydney. I make it a point to always book a reservation whenever I’m in town because every visit is an incredible experience. From the moment you walk through the doors, you're greeted with an amazing energy that instantly makes you feel at home. The staff are exceptionally professional and friendly, always attentive to your needs. I particularly enjoy starting my mornings with two extra hot lattes before heading upstairs for breakfast. Speaking of breakfast, the variety of food available is impressive — there are so many options that deciding what to eat can be quite a challenge! The breakfast is beautifully organized into different sections, offering a diverse range of choices to suit all tastes. I highly recommend securing a window seat so you can enjoy the breathtaking view while dining. The rooms are immaculate, modern, and thoughtfully designed. The bathrooms feature luxurious marble finishes, and all the amenities you could need are provided, making your stay both comfortable and convenient. The bar downstairs (entrance) make amazing cocktails and light meals.