Shangri-La Hotel Sydney

Check in: John who checked me in was a star. He saw me waiting in the members line and approached me to assist. I didn't mention anything but he noticed it was my birthday, and gave me a warm wish, then without expectations arranged something to be sent to me. He was also kind to let me have my room earlier, which helped with the celebration. Room/Bathroom: Impeccably clean and spacious, and all amenities are working, things are logically placed. Bed is supportive, excellent pillows without having to ask for special ones, AC and water temperatures are sensitive to the adjustments so I don't have to wait long. An aspect that's not always a given in five star hotels are less obvious things e.g. a) silent AC, fridge and plumbing b) ample towel rails or door hangers c) top quality teas and tea mugs d) excellent soundproofing e) bathtub deep enough and long enough with hand rails in reach. There's a lot of other small less obvious things that add to the quiet luxury e.g. super shiny chromes in the bathroom and no leaks from the shower area to the main bathroom area. Pool area: Though the pool/spa could be bigger, the water temperature is perfect in the pool. Spa pressure could be better. Changing area has ample lockers, toilets and spacious bathrooms. I found this is a luxury in itself. Bar/restaurant: Great view though I have not dined in as there was an event. World class cocktails though there's a premium for the view. Overall feel of the premises: Spacious and the rear entry closer to the main street is amazing. Check out: I didn't have to do much - as I exited the lift, a gentleman saw me with bags and asked if I needed help. I said I'd like to drop off the keys, and he asked Jocelyn to help with express check out as the main area was busy. Jocelyn did so in about a minute, she was also had a quiet warmth like John. Other comments: I had visited previously and most of the staff looks happy to work here. I had also stayed at other hotels that look grander but most of the staff doesn't look happy or they're part of "the family", so it's a credit to management perhaps all the way to the top. I also observed this in Shangrila HK and KL, but Sydney overall has amazed me with the balance of maintenance, quiet attentiveness and understanding of their clients' well being and anticipation of needs.

What a wonderful 3 night stay in suite 3407. Panoramic view from Barangaroo to the west out to the Harbour bridge and the Opera House and across to the Heads on the Eastern side. Sunrise and sunsets seen from this awesome suite and the night time view of the city lights were just amazing. We loved our stay at SHANGRI-LA, staff were all extremely pleasant and very helpful. We enjoyed our time in the Horizon Club Lounge. A great selection of delicious breakfast treats loved it all. Canapés and drinks of an evening from 6pm to 8pm. Plenty to choose from. Then after off to Altitude Restaurant on the 36 th floor for an awesome dinner. We loved everything about this luxury stay and only hope we can return again sometime in the future.

This was a very mixed experience, but ultimately a particularly poor incident means I would not return. First the positives: it's in a great location, the reception and bell staff were all excellent, and made me feel like a valued guest. The bedroom was pretty good, although rather dated (lots of scuff marks on the furniture) and the window was filthy - not ideal when you've paid for a view of the Opera House (it certainly wasn't possible to get a decent photo), and oddly there were no bath salts or bubbles (housekeeping told me to use the shampoo from the shower). However, there were unfortunately a string of issues which were relatively minor individually, but taken together were a definite downer on the overall experience - meaning I'd be unlikely to return. On one occasion, I was trying to get some sleep and had the Do Not Disturb light illuminated on the door. A member of maintenance staff came to the room, and asked for me to be telephoned to see if he could come in. As a result, I was woken up, which rather defeated the object of the do not disturb light. I did receive an apology for this but then the following day, when the do not disturb light was NOT on, housekeeping didn't come in for the turndown service, to replace towels, coffee etc. On the one day I had breakfast in the restaurant it was crowded and chaotic, and certainly far from the leisurely start to the day I'd hoped for. Staff cleared plates before they were finished (I observed this on other tables, not just my own), there wasn't enough cutlery, cooked tomatoes were raw, mushrooms were cold, salt cellars were empty... It was amongst the worst breakfast experiences I've had in a 5 star hotel anywhere in the world, which was a great disappointment as the hotel overall has a lot of class. Most serious, though, was that inappropriate personal comments made by the manager of one of the restaurants significantly spoilt my overall experience. I complained to guest services, but as I was departing shortly afterwards, nothing had been done by way of redress before I left. I followed up by emailing the head of guest services a few days later - she sent a reply saying she was going to a meeting, and I had still not received a substantive response another week later. All in all, too many unnecessary errors to warrant another stay

**DO NOT STAY AT SHANGRI-LA** This has been the worst experience both customer service and hotel I have come across and I have not even stayed at the hotel yet!! My wife and I received a Shangri-La gift voucher as wedding present from work colleagues that we were grateful to get. First, I tried to use the voucher at another Shangri-La hotel other than Sydney as we live there and NO.. it can only be used in Sydney. I tried to call the hotel to make a booking at about 8pm and was told NO.. I need to email the voucher which I said I did previously a week ago. I said I did not want to correspond by e-mail and want to be put through to talk to someone and make a booking and was told NO.. the internal reservations team only works 9am to 5pm and it’s up to me to ring back. Seriously!! this is suppose to be a 5 star hotel and you have to ring to fit in with their working schedule to make a booking when in should be a simple quick process to do 24/7.. So, I call back today and spoke to the internal bookings representative during their working hours and NO.. they cannot find my voucher number that i read the details out off the voucher that I have in my hand. Was asked to send a copy of the voucher that I said I did already a week ago but NO.. that person it was sent to was not in today. So I send again. Now, I try to book a room and as it is for a special occasion of our reservation I want n Executive Harbour View King Room. booking on Booking.com I can get this room if I book through them for $415 for the night and can I book through them and use the voucher but NO to use the voucher I must go through Shangri-La Hotel direct. I ask can you match the rate on Booking.com? NO.. that is a discounted rate and the Terms & Conditions of the voucher this voucher is for regular rates not discounted rate and vouchers can only be used on full fare regular room rates. So Shangri-La won’t budge was told there is no flexibility and I left with no choice but take it or leave it put your hand in your pocket and will have to pay an extra $100 on-top of the Booking.com rate with appalling customer service and inflexible company policy. Last problem is this review has taken and wasted another 10 mins of to type now absolutely frustration but if this review convinces someone else not to stay at the Shangri-La then at least some justice will happen. Again I have at this point I have not even set foot in the hotel yet. **I WILL NEVER EVER BOOK OR STAY AT ANY SHANGRI-LA HOTEL IN THE FUTURE AND ADVIS EVERYONE ELSE TO FIND ANOTHER 5-STAR HOTEL THAT DO WHAT THE RATING SUGGESTS!!**

The accommodation cost was $1899. When we checked in they took $2300 and said we would get the $400 back when we check out if there were no damages. Now the shocker, they went and took the $1899 off on top of the $2300. Now i am $2300 short in my bank account as it shows pending. When you phone them they blame it all on the bank for withholding the funds. They just dont get it. All you had to do was give me back the $400, you already had the $2300. Never staying at Shangri La again. Absolute morons!!