My family and I stayed at the Medina for 7 days, including Christmas day. My family was originally looking for hotels around the main ferry terminal, but I live in Sydney and recommended the area closer to the Medina - it's more lively and has better shopping/restaurant districts. If you want to be in the CBD, this is a great location. If you want a spacious room, this is a good property. But if you want full-service staff, an up-to-date room interior, and nice amenities... look elsewhere.
Our experience with the receptionist upon check-in was pleasant, she mentioned we had an upgraded room with a view of Darling Harbour - which we were excited about. But once we arrived in our room, we had a view of a large building 20 feet away. So we called down and asked if they had made a mistake on our room allocation, but they had simply made a mistake on the comment around the view. So that was a bit disappointing, but not a big deal.
Our remaining experiences with the staff were quite unpleasant. When the floor staff would hop in the elevator with you, you'd at least expect some sort of acknowledgment. But from these guys... nothing. No smile, no 'hello', no 'Happy Holidays'. This was surprising.
On our last day, we wanted to do some boxing day shopping in the morning, and then move to our hotel in Bondi in the afternoon. So I kindly rang the front desk, asking for a 'complimentary' late check-out, which hotels do ALL THE TIME, especially during the Christmas period for 'good faith'. But not the Medina. They were strict with their policy, stating we'd have to pay for even an extra hour. This was simply upsetting.
I was deliberating giving the Medina a 3/5, but because my experiences with the staff, they get a 2.
Request a darling harbour view. The higher the better to avoid the noisy streets below.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you for posting your comments regarding your recent stay at the Medina Grand Sydney.
I appreciate the time you have taken to provide us with your feedback. We are all very happy to see that you have found our hotel to be comfortable and well positioned. I also thank you for your comments on our rooms and its features as well as the service. We will most certainly take it on board and will try to improve as quickly as possible. We hope and always try to provide the best customer service as we have always been of the belief that this one thing makes anyone's trip to our hotel this much more special. I am still of the very strong opinion that our team is made of great hospitality employees that are willing to assist at all times. I am sorry to see that on this occasion we have underperformed however.
We would be very happy to welcome you at the hotel again and we would certainly endeavour to ensure that your next visit will be as comfortable as possible. I wanted to assure you that any feedback is of the highest value to us, so if you would like to discuss any part of your stay in more detail, please do not hesitate to contact me directly at the hotel.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.