This hotel is a favourite of ours and I have never previously written a review on it before, but given i was a little disappointed in something this time around and when I brought it to the staffs attention and it didn't appear to be taken with much credence I thought that I would get Managements attention this way.
This hotel is one of Sydney's best. It's location is perfect for so many things. Only a short walk down to the quay, a one minute walk to the main shopping spots, beautiful Hyde park directly across the road, everything just so close.
There is warm and welcoming staff right throughout the hotel. Rooms are spacious and well appointed, despite getting a little older now.
This visit was the first time we have used the club lounge access. Upon arrival we thought that we would access the lounge to have a cup of tea to refresh but were turned away advising that we could only use the facilities between 5-7pm and for breakfast from 7-10am. Having used this service in the Hyatt hotels throughout the world, we had not encountered this before and were disappointed. We just wanted a quiet place to sit, refresh and were told we couldn't. That aside, when we did come come back at 5, there was a lovely selection of food and drinks to choose from and good service. Breakfast was also good the next morning, with plenty of choice to start the day with. I think it is good value for money to upgrade to the club if you are considering it.
What was disappointing this time was that it became clear to us that our room had not been serviced properly prior to our arrival as the evening of our first night I noticed something on the floor by the toilet and upon investigation I discovered it was two soiled sanitary napkins, left on the floor by the base of the toilet. This made me think that the toilet had not been cleaned at all since the previous guest otherwise these would have been found. I found this disappointing for a high end hotel. When I alerted desk staff to this they didn't really seem to care which was also disappointing. I put the napkins in the bin and then some 7-8 hours later a staff member came to refresh the room. Too little too late I thought.
All this aside, I would still highly recommend this hotel to anyone. hopefully my glitch was a rare error and I hope to not find this again for a very long time.
Enjoy all that this great hotel has to offer. I know we will be back again!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
February 19, 2013
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I appreciate your thorough review and from the very outset I would like to extend my sincere apologies for the disappointing feedback you have provided, especially as we are your favourite hotel of choice. It is hearing constructive feedback such as yours that provides us with the opportunity to re-evaluate our products and tailor it to our guests’ preferences. I regret your concerns were not brought to my attention whilst you were still in residence, as this would have provided me the opportunity to address your issues immediately, ensuring your stay with us was both comfortable and enjoyable. Please note our Sheraton Club Lounge trading hours are 7am through to 9pm and I greatly apologize for the miscommunication that has occurred. Regarding the cleanliness of your room, this is our absolute focus and I thank you for bringing this to my attention. Rest assured this has been addressed immediately and we hope to welcome you back soon to make for this less than perfect experience.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.