W Sydney

The massage, care and customer service at the AWAY Spa W Sydney was amazing. The attention to detail, beautiful space, facilities and welcome 'shot' made it an experience not just a massage. The rooftop pool is very pleasant and has lovely views over Darling harbour. Thank you.

Dear W Sydney Management Team, Thank you for your response to my previous feedback and for taking the time to clarify the details of our recent stay. While I understand that the room provided technically aligned with the category booked, I must express our disappointment with the overall experience. The room did not reflect the expectations set by the photos on your official website, leading to considerable dissatisfaction upon arrival. We had specifically booked this stay as part of a Birthday and Mother's Day celebration and deliberately chose a room that featured a kitchen island bar—a key element shown prominently in the images on your website. This was not simply a stylistic preference, but a practical requirement: we had arranged for catered food and required the kitchen island to have sufficient space to set up and serve meals comfortably. Unfortunately, the room we received did not include this feature and was markedly different from the room type presented online. While I understand that some variation in layout may occur, there was no indication that a central element like the kitchen island was not a standard inclusion in this room type. Greater transparency or clearer guidance during the booking process would have significantly helped manage expectations. Upon raising the issue immediately with your front desk team, I was informed that rooms with kitchen islands were unavailable. I was then offered a room that did include this feature—but only at an additional cost of $300 due to it also offering a Darling Harbour view. While we did not request the upgraded view, the kitchen island was a core reason for our original booking. Being asked to pay more for a feature that was central to our decision, based on your promotional imagery, felt unfair and disappointing. Rather than a goodwill upgrade or accommodation of the oversight, we were left with a compromised experience. The compensation provided—a drink voucher—did not meaningfully address the inconvenience or unmet expectations. As first-time guests of W Sydney, we anticipated a premium experience consistent with your brand and representations, and unfortunately, this stay fell short in that regard. In contrast, we have never encountered similar issues at other 5-star hotel we've stayed in, where the rooms and features consistently matched what was advertised at the time of booking. The reliance on online information is significant for guests planning special occasions, and more accurate representation—especially of key features. I had hoped the booking process would be efficient and convenient—without the need to contact your team directly to clarify what the room would look like. Guests often rely heavily on online information to make informed decisions, and greater clarity or consistency in your room descriptions and imagery would go a long way in helping manage expectations. Overall, the experience left us feeling unvalued as a staying guest, which was disappointing and not in line with the level of service we had anticipated. Importantly, under the Australian Consumer Law (ACL), consumers are protected against misleading or deceptive conduct (Section 18) and false or misleading representations (Section 29). Businesses are required to ensure their services are delivered as advertised and are fit for their intended purpose. We believe the way this room was represented did not meet these obligations, and the lack of transparency around essential features may constitute a breach of these consumer protections. Thank you again for your attention to this matter. I trust this feedback will be taken seriously to improve the clarity of your booking process and online materials. We remain open to returning to W Sydney in the future—ideally with improved transparency and a guest experience more aligned with your brand’s standards. Booking Confirmation #: 99033829

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