W Sydney

Poor customer service, inconsistency and issues with the hotel room. I had to deal with a lot of inconveniences and hassles due to their poor communication within the team, also unreliable information given to me. I saw other reviews noting similar issues. Overall, a very disappointing experience.

I wanted to share some feedback regarding our first experience. First, I'd like to sincerely thank you for the complimentary Mother’s Day and birthday amenities provided upon our arrival. That thoughtful gesture was much appreciated and added a personal touch to our stay. However, upon arrival, we were deeply disappointed that the room we were given did not match what we specifically booked. When booking, we specifically chose a room that featured a kitchen island bar, as shown in your advertising photos directly from your website. This feature was a key reason we selected W Sydney hotel. I raised the issue with the front desk but was told that rooms with kitchen islands were unavailable. I was then offered a different room with the kitchen island with a darling harbour view, but only at an additional charge of $300- which I found unreasonable considering that we had already booked a room expecting this feature. While we did not book a room with a Darling Harbour view, we did expect the kitchen island to be part of the room based on the listing. As a resolution, we were only offered drink perks, which fell short of addressing the inconvenience and disappointment caused. The misleading advertising and poor handling of this situation negatively impacted the quality of our first stay and did not meet the standards expected from a hotel of your reputation. Pros: The room were very clean. Friendly & very welcoming staffs. Full Size kitchen with utensils, tableware and appliances. Washing machine & Dryer. Full size shampoo, conditioner, body wash and body moisturiser. Conveniently located near shops, restaurants, playgrounds. Great amenities including bars, indoor pool and gym. Comfortable bed. Express check out. Cons: Kitchen did not match the one I had booked- The advertising photo on your website clearly showed the kitchen island bar, none of which were present in the room I received. This constitutes a clear case of misleading advertising. Poor complaint resolutions from the management- No satisfactory resolution was offered. As paying guest, I feel I did not receive the accommodation I was promised and paid for. Overpriced valet parking. Excessive hotel holding deposit fees. Excessive hotel surcharge.

Love the stays and thanks for Indra to help with the cake to be stored thank you. Will come again to W Sydney good luck all the best Love the stays and thanks for Indra to help with the cake to be stored thank you. Will come again to W Sydney good luck all the best

Checked in this evening with my wife, and from the moment our car dropped us, the service has been impeccable. Two different attendees by cars offered to take our luggage and help us to check in. This was followed by us being in a very short que at guest check in, when not only one but two different managers offered assistance, apologized for the wait (though we barely waited), and told us to get out our ID to make ease of check in easier. The man who helped at the desk was very friendly and kind. And, going above and beyond, one of the female managers even offered to make us a reservation at the restaurant upstairs called BTWN. Exceptional service we usually only see at hotels like the Ritz. The vibe at the hotel was perfect and hip, beginning with the very pretty escalator ride up to check in. Giving it an exclusive yet warm feel at the same time. My wife and I then ate at BTWN and had yet further amazing service by Yuma. Food was delicious especially the tuna tartar, wagu sirloin, and broccolini. Beautiful view of the harbor while we enjoyed dinner! Also always love how inclusive and gay friendly the W is!

Unfortunately it was freezing in the room, and the change room/ after treatment space. Even the therapist hands were cold - never happened to me. I was told at the start that if the temperature was too cold I should ask for it to be adjusted. Little did I know it would result in a thin blanket/sheet placed on my body. The treatment was very good but I found it hard to relax as eventually my brain was very much focused on trying not think about the fact I was freezing. I did mentioned this as I exited but the reception seemed to care more about payment / charges to my credit card - won’t be returning.