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“Beautiful Room, great view, but not the normal Shangri-la experience” 4 of 5 stars
Review of Shangri-La Hotel Sydney

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Shangri-La Hotel Sydney
5.0 of 5 Hotel   |   176 Cumberland Street,The Rocks | Sydney 2000, Sydney, New South Wales 2000, Australia   |  
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Ranked #20 of 175 Hotels in Sydney
Certificate of Excellence
Wellington
Top Contributor
61 reviews 61 reviews
31 hotel reviews
39 helpful votes 39 helpful votes
“Beautiful Room, great view, but not the normal Shangri-la experience”
4 of 5 stars Reviewed November 12, 2012

I booked an Executive Harbour Suite over the weekend 9-12 November (room 2307).

Positives: View was fantastic. 270 degree views over darling harbour, circular quay, including harbour bridge and opera house. Bathroom was amazing, with a tub with views over darling harbour. Cafe mix breakfast was outstanding - huge variety of food. The bedroom and bathroom gets afternoon sun, so lovely to laze around in the sun after a hard day of shopping.

Negatives: I arrived at the hotel at 11am, and was told that the hotel had no power and could be closed until the 14th. Unfortunately, they wouldn't know whether this would happen for a few hours, so I couldn't check in and arrangements couldn't be made to move to another hotel. So I went shopping (retail therapy). Stress levels were pretty high at this point, as all my plans for a great weekend in Sydney were about to crumble. Fortunately, when I got back to the hotel around 4pm, they advised that the hotel was open and checked me into my room (big relief).
With the power outage, several issues occurred - hot water was intermittent in the room all weekend, the room key stopped working at least two times each day, and the Horizon Club was closed for the first 2 days of our visit.
They provided breakfast in Cafe Mix which was fantastic on the first day, far superior to the Horizon Club Breakfasts. However, they advised that they would give me a discount because the Horizon Club was shut and I couldn't use the facilities for 2 days, but this never happened. Not great.
Also, upon payment, two things happened. One - they offered to allow payment in my local currency (fantastic), but when I checked the exchange rate when I got home I discovered I payed an extra $200 because their exchange rate was much higher than the rate the credit card company would have charged (very disappointing). Secondly - I asked to pay for my room on my card, and my partner pay for expenses (room service etc), so he wouldn't see how much the room cost (I splurged for this holiday). Unfortunately on checkout they gave him a full copy of the bill including room charges, which led to an argument (again, disappointing).

I've stayed with Shangri-la before and am a member of the Golden Circle Club, so was disappointed that this stay was not as good as previous stays with Shangri-la. The staff were very friendly, but the little issues became very frustrating.

I will probably try another five star hotel next time I'm in Sydney.

Room Tip: Executive Harbor Suites - bathroom and bedroom get afternoon sun, but lounge gets no sun at all. Ba...
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  • Stayed November 2012, traveled as a couple
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 of 5 stars Service
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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4.5 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
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English first
Hope Island, Australia
1 review
4 of 5 stars Reviewed November 12, 2012

As a regular Sydney business visitor i have stayed at most of the best hotels in the city. Every now and then it's time for fun not business and this time we stayed for 3 nights at the Shangri La Sydney. We took a club room package that included breakfast, snacks and pre-dinner drinks. It's a good value package, the rooms are excellent and staff are some of the best you will find. We are booking a return stay soon.

Room Tip: Pick opera or bridge view on the club floor
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  • Stayed November 2012, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
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Sydney, Australia
Top Contributor
52 reviews 52 reviews
22 hotel reviews
43 helpful votes 43 helpful votes
5 of 5 stars Reviewed November 11, 2012

We just stayed for 2 nights for our anniversary. The room (2811 - that is 28 floors up, facing the harbour) was great with the most amazing view. We found we could just sit for ages watching what was going on around Sydney Harbour - it was magical. You do not need to go out for dinner. Just buy some takeaway and enjoy it in your room with the 5 star view.

The room was very quiet and spacious and the bed really comfortable with some sort of soft layer on top. A couple of days before we arrived we asked what could they do for us considering it was our anniversary (wrong I know!) but they were so accommodating. They gave us a high level room, late checkout of 1pm, champagne and really nice chocolates. It's worth asking! So much better than The Darling at Pyrmont who said no to everything - ie no deal at all.

Breakfast was perfect, even the coffee was good which is unusual in a lot of these hotels. One morning we spent nearly 2 hours at breakfast!

Service was impeccable. As I said, nothing was ever a problem. All service was with a smile and I must compliment all the staff we dealt with.

For those who don't know Sydney, the Shangri La is very close to the Rocks area that often has great markets on a Sunday. The new museum of contemporary art was good and is close by. We walked to the Star Casino. If you like walking it isn't really too far. We also walked to Darling Harbour and Cockle Bay. It saves you taxi money!

I highly recommend this 5 star hotel.

Room Tip: Ask for a high level facing the harbour.
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  • Stayed November 2012, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sydney, Australia
Contributor
18 reviews 18 reviews
15 hotel reviews
14 helpful votes 14 helpful votes
5 of 5 stars Reviewed November 10, 2012

Our room,2209,enjoyed lovely views over the harbour bridge and towards the Opera house.The room size was generous and the marble bathroom was delightful.The only disappointment came when we were enjoying a drink in the bar on the 36th floor and inadvertently and unknowingly entered a reserved seating area.We were treated rudely and made to feel embarrassed by not one but two staff members.
However,all other staff members were most friendly,professional and very helpful.

Stayed November 2012, traveled as a couple
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Melbourne, Victoria, Australia
Senior Reviewer
9 reviews 9 reviews
5 hotel reviews
7 helpful votes 7 helpful votes
1 of 5 stars Reviewed November 9, 2012

Our stay was cut short by a power outage at 11:30pm on 7 Nov.. A few hours later, guests  were advised by loud speaker that the power was out - there was no reason, no estimated fix time and no information about where to find torches, how to use lifts erc. 
The next  morning, there was still no power, no hot water, however a note had been put under doors to advise the power was still
out - still no further information. 
Upon returning home from work at 7:30pm that evening, there was still no power and the foyer was chaotic. We were told we would have to pack our bags and transfer to another hotel. We packed our bags with no thought from staff that we might need a torch so we rang reception and they told us there was (oh they forgot) one in the bedside table). Another breach of safety. 
We were told they had made a booking at the Sofitel, however upon arrival, the Sofitel did not know who we were and only had one might free (yet we needed two nights). We called the Shanghri and they then referred us to the Grace Hotel. 
During that day we never received any phone call from the Shangi la to tell us we would have ti transfer to a new hotel. When queried about shy they didn't call us, they said they had too many quests to phone. 
In faxt they have they contacted us since we left 2 nights ago. It will be interesting ti see what they charge us for. 
In summary,  the Shamgri are totally inept at  dealing with an emergency situation and this reeds to be investigated, if this had of been a fire or terrorist threat I think there would have been lives lost. The staff wee let down by their management and the lack of a plan. 

  • Stayed November 2012
    • 1 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 1 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ArpadRomandy, Manager at Shangri-La Hotel Sydney, responded to this review, November 18, 2012
Dear Goddard4captain,

Thank you for sharing your feedback about your experience last week with us at Shangri-La Hotel, Sydney. On behalf of the hotel and personally, we sincerely apologise for the inconvenience caused by the power outage at our hotel on the 8 November.

We understand the communication and instruction was not nearly as effective as we intended, the amount of guest requests and relocations was far higher than we have experienced before. Unfortunately the power outage itself was out of our control and our priority was the safety and security of all our guests. We appreciate your feedback in relation to our guest communication and have taken these comments on board by further streamlining our emergency procedures. We will also be implementing more effective training to all Shangri-La colleagues to advise guests where the safety torch is located in our guest rooms.

We would further like to apologise the alternative booking we arranged was not suitable and that this transition was not communicated effectively. Please contact me directly regarding your second night's accommodation and we can discuss further.

We hope that you will allow us to restore your faith and confidence in our service and thank you again for your feedback.

Kind regards,
Arpad Romandy
Hotel Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Melbourne, Australia
Contributor
12 reviews 12 reviews
9 helpful votes 9 helpful votes
5 of 5 stars Reviewed November 9, 2012

Splashing out for a friends wedding we stayed 4 nights at the Shangri-La and had a lovely stay. Very opulently fitted out rooms and amazingy comfortable beds. Our stay was made even more special when we asked to be moved to a higher floor and were upgraded to a room overlooking the harbour and bridge- views were spectacular. Another highlight of the stay were cocktails in the Blu Bar on the 36th floor, the best views of the harbour through floor to ceiling glass windows. The bar staff are extremely professional- whipping up drinkable works of art! Highly recommend for that special occasion.

Room Tip: Ask for a Harbour and Bridge view room
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  • Stayed February 2012, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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1 review
5 of 5 stars Reviewed November 9, 2012

We stayed at this hotel on a Saturday night, having booked with a reduced rate through the entertainment book.

We had a booked a cheaper room overlooking Darling Harbour, but on arrival were advised that we had been upgraded to a corner room overlooking the Opera House on a higher floor.

The room was fantastic! Very clean and a really large suite. The staff were very friendly and efficient.

We were walking distance to the restaurants in the Rocks and would definitely stay here again on our next trip to Sydney.

  • Stayed November 2012
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Shangri-La Hotel Sydney

Address: 176 Cumberland Street,The Rocks | Sydney 2000, Sydney, New South Wales 2000, Australia
Location: Australia > New South Wales > Sydney
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Kitchenette Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#3 Business Hotel in Sydney
#6 Spa Hotel in Sydney
#14 Romantic Hotel in Sydney
#16 Family Hotel in Sydney
#19 Luxury Hotel in Sydney
Price Range (Based on Average Rates): $$
Hotel Class:5 star — Shangri-La Hotel Sydney 5*
Number of rooms: 563
Official Description (provided by the hotel):
The Shangri-La Hotel, Sydney is perfectly positioned between the iconic Sydney Opera House and Harbour Bridge in the historic Rocks district. Within walking distance of the city's major shopping venues and tourist attractions, the hotel offers panoramic views of Sydney Harbour. A wide selection of dining options including Australian cuisine at award winning Altitude Restaurant, Mix and Grill in the all day dining restaurant Café Mix and fabulous cocktails at the glamorous Blu Bar on 36. ... more   less 
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Also Known As:
Shangri La Sydney
Shangri La Hotel Sydney

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