We arrived at 1245 for high tea. as expected, our room was not ready and this was not an issue as check-in is from 3pm. Reception advised however that the room would be ready by the time we finished our tea.
High tea itself was lovely. The staff were fantastic and looked after us really well. They even brought out an additional birthday treat for my husband. We finished high tea at 2.15pm and the waiter advised us that the room would be 20mins.
20 mins later - reception then said 15 mins. When I said that we'd already been told 20 mins, the female receptionist replied in a surly fashion that rooms weren't guaranteed to be available until 3pm. That itself is not a problem, however don't tell a guest a time and then not deliver. Basic customer service principles include under promise and over deliver, something I would expect an establishment of this quality to practice as a matter of course. At 3pm, I went back to reception and spoke to a third member of staff who advised that the room was waiting for inspection and would be another 5-10 minutes. When I explained (very politely) that I was very disappointed with the service I was receiving, I was told that "the front desk were a slave to housekeeping" and that I was on an urgent list. I advised the gentleman that everyone that had arrived after us had already been allocated their rooms and this combined with the timing issues was disappointing.
The room was ready at just after five past three. The receptionist escorted us to the room and apologised for the issues, advising that he had notified the Duty Manager who would be in touch.
The room was beautiful with a nice touch of some welcome cakes wishing my husband a happy birthday. Our room also had a balcony which was an added bonus. The amenities in the room were ok, nothing special, but slightly strangely there was talcum powder but no shower gel or body lotion. I called reception and politely mentioned that we had soap but no shower gel and had no body lotion. That matter was dealt with quickly and efficiently however we were brought lots of shampoo, conditioner, some body lotion and three more bars of soap!!! The only people I know who use soap nowadays are in the 70+ age bracket.
After a trip to the pool and some rest, we went down to the bar for a drink before we went out for dinner. The service was quick and friendly. Before we headed out for dinner I mentioned to reception that we had been advised that the Duty Manager would be in touch. They apologised that they hadn't been and asked me to take a seat, advising that the Duty Manager would be with me within 10-15 mins! Not what I would expect in a five star hotel. I told them I'd be in the bar but no-one came and we never heard mention of it the rest if our stay.
Our room itself was comfy and we slept really well. The next morning we decided not to worry with breakfast and just enjoyed the room. Checkout was quick. I was asked whether I enjoyed my stay. When I said it was decidedly average compared to my previous stay and lacked attention to detail with poor service, the receptionist said "I'm sorry" and that was that.
Overall our stay was ok but I expect a lot better for a hotel of this quality. Over promising and under delivering seemed to be the essence of the service we received and attention to detail is sadly lacking. A real shame as the Langham could and should be the best 5 star hotel in Sydney but it has a long way to go.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
January 16, 2013
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Thank you for taking the time to review your recent stay at The Langham, Sydney. It was dissappointing to read that your stay fell short. As a company, we pride ourselves on extending the best service and hospitality to our guests and I would personally like to follow up with you on your experience with us.
Can I trouble you to email me at firstname.lastname@example.org or contact the hotel on (02) 9256 2222 so that we can discuss this further.
What was pleasing to read was that you enjoyed our Tiffin afternoon tea and the little special touches for your husband's birthday. I hope he had an enjoyable birthday with us.
I look forward to hearing from you.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.