W Sydney

Horrible service for a 5 star hotel: despite elite status, we waited patiently for room to be available by 3 pm because it is check-in time. Room was not available by that time and we had to follow up many times. Staff did not feel compelled to follow the rule of check in availability by 3 pm. Second, rooms are not clean : we have a studio / suite and there is a toy underneath the bed, and napkins were not replenished. Very clear that the housekeeping management is not up to standard - i have seen better at 4 star hotels in Asia. This is comparable to how 1 or 2 star US hotels are cleaned. Third, we came back on a Sunday afternoon at 4 pm and room is still not cleaned.

I’m staying at the W hotel Sydney and extremely disappointed at cleanliness and hygiene. Yest when I checked in the room wasn’t cleaned properly - there were cup marks and spill over drink at the bedside table from previous guests which was quite gross & dust from on table. I called them and someone cleaned it. I let it slide Today when I got back at th e room in evening - the cups and tea spoon I used (I ate a dessert using it), were left badly cleaned. I could still see the spoon not washed off with marks of dessert and left in cabin as freshly cleaned. The dust is still sitting there. They didn’t bother to take the towel to the bathroom. Even a basic four star maintains this basic level of hygiene - it’s a shocker a luxury 5-star, as well known as th is maintains such low cleanliness standards. Extremely disappointed. Also when I asked to speak to the manager- I’ve not been connected. Quite disgusted with this - not sure what about the things I can’t see??

Stayed in a two bedroom unit for a brief Sydney stopover and wished we had more time. The location is excellent with lively entertainment and restaurants beside the hotel on the harbour front. Room was clean and well appointed. Staff were great. No issues with this place.

Had a fantastic morning at the W, 8am yoga with Georgia was the perfect start to a Saturday. Then a performance massage at the Spa from the lovely Justine set me up for the rest of the weekend. Pressure was spot on and so was the rest of the spa experience from the peppermint tea to the sauna and steam experience.

An exceptional stay at W Sydney from beginning to end. The hotel itself is stunning — beautifully designed, sophisticated, and full of thoughtful details that create a true sense of luxury. From the moment you walk in, even the signature scent throughout the property adds to the experience and gives the entire hotel a polished, elevated atmosphere. What truly made this stay stand out was the customer service, which was beyond exceptional. Every member of the team was warm, attentive, professional, and genuinely committed to making sure every detail was taken care of. There were a few issues with the room upon arrival, but what impressed me most was how quickly and graciously everything was addressed. The response was immediate, seamless, and handled with such care that it only reinforced the level of hospitality here. It is rare to experience service that feels this genuine and consistently thoughtful throughout an entire stay. Every interaction reflected a team that truly understands hospitality at a high level and goes above and beyond to ensure guests feel valued and comfortable. The combination of beautiful design, luxurious atmosphere, and remarkable service made this a truly memorable stay. ✨🏨🌿😊