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“Questionable Service...” 1 of 5 stars
Review of Sofitel Sydney Wentworth

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Sofitel Sydney Wentworth
5.0 of 5 Hotel   |   61-101 Phillip St, Sydney, New South Wales 2000, Australia   |  
Hotel website
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Hotel amenities
Special Offer
Early Booking
Ranked #48 of 184 Hotels in Sydney
Vancouver
Top Contributor
59 reviews 59 reviews
58 hotel reviews
Reviews in 47 cities Reviews in 47 cities
213 helpful votes 213 helpful votes
“Questionable Service...”
1 of 5 stars Reviewed May 6, 2011

Overall, I was incredibly unhappy with my 3-night stay at Sydney’s Sofitel and would never recommend it, however, for the sake of the reliability and objectivity of this review, here’s “the good” before I get into “the bad.”

Good
- Welcoming lobby with flower arrangements resembling intricate art pieces and a candlelit glow at night
- Each concierge we dealt with were helpful and knowledgeable
- The beds were pretty comfortable with a down pillow-topper over the mattress
- Adjacent to the hotel’s lobby was a petite chocolate shop serving treats and coffees with big flavor. Don’t miss it!

Bad
I stay at hotels on a very frequent basis for work and pleasure, and I can stay without a shadow of a doubt, the Sofitel Sydney’s front desk staff are the worst I’ve dealt with in years.

Though staff were attentive, they were uninterested in guest satisfaction. When something went wrong, you may have been lucky to get a nonchalant ‘sorry’, but that’s it. For example, we checked into a superior room and before bed noticed unmentionable bodily fluids caked on the tiles behind the toilet, as well as a light red splatter {resembling blood} on the interior bathroom door. A further red drop under the closet and dark scratches on the white walls were unsettling too. We told 3 different staff members about this during the course of our stay and NOBODY bothered to take any money off the bill. In fact, at check-out, we had to firmly request they take money off given the bodily fluids adorning our bathroom and in the end they didn’t take off much.

Also, prior to my check-in to the hotel, I emailed them to let them know that I was going to be checking in early, advising that an early check-in would be appreciated if space was available. When we got the hotel after a 16-hour flight, there were no rooms available in the room class we booked, so instead of offering us a complimentary upgrade which is a fairly normal practice in hotels, they said the only way we could get immediate occupancy, was by paying an extra $40 night to upgrade rooms {many of which appeared to be available}. So if this is their normal practice, why couldn’t they have told me this in the email I sent?

We even inquired if they could tell us when something came available, but they simply said no, come back at 2pm. They could have also offered us the opportunity to freshen up in their health club facilities, but were not interested in this option either. It was their way or the highway, no compassion or helpfulness.

What to Know
- Wireless is charged hourly up to $27 per 24-hours
- Circular Quay is the closest rail stop for catching the train around town or to the airport
- If you call a Sydney mobile phone from the room’s phone, they charge you $3.50/minute, a charge they are not forthcoming about. When we explained this to the gentleman who checked us out, he said, you’re right, sorry, but then charged us anyway. Again, poor service.
- The hotel calls themselves a 5-star, but the facilities, amenities and rooms are 4-star at best. The rooms’ design motif is generic contemporary and the sizes are small.

Save yourself the time and stress. Stay elsewhere in Sydney if you value customer basic customer service. I had a way better experience at the Shangri-la, which is in a great area {the rocks}, has nice rooms, excellent on-site restaurants and bars AND offers FREE wifi!

  • Stayed April 2011, traveled as a couple
    • 1 of 5 stars Value
    • 2 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 1 of 5 stars Cleanliness
    • 1 of 5 stars Service
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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    4 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
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gold coast
Reviewer
4 reviews 4 reviews
4 hotel reviews
Reviews in 3 cities Reviews in 3 cities
7 helpful votes 7 helpful votes
5 of 5 stars Reviewed May 5, 2011

we have just returned home after another fantastic stay at the sofitel. I have made another two bookings for this year. Being a member of advantageplus gives you a great rate and 50% of food in the restaurants. book a club sofitel room you will not be sorry the staff are beautiful and all the extras you get are worth the extra money. We are counting down the days to our next visit in july.

  • Stayed April 2011, traveled with friends
    • 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
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Hong Kong
Contributor
12 reviews 12 reviews
12 hotel reviews
Reviews in 6 cities Reviews in 6 cities
2 helpful votes 2 helpful votes
5 of 5 stars Reviewed May 4, 2011

I stay at the Wentworth when the rates are good as a first preferecne in Sydney. It is always good - celan, good service, good rooms, good food and a great location. The east side of the CBD is a bit classier than much of Sydney so teh Wentworth is a good choice ofor location. It's an easy walk to the Galery, Museum, Conservatorium, Circular Quay and Wynyard for trains, buses and ferries, State Library and the Botanical Gardens are your own back yard. East Sydney reataurants are also an eay stroll, night or day. Can't think of a better place to stay in Sydney.

  • Stayed May 2011, 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
    • 4 of 5 stars Service
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A TripAdvisor Member
4 of 5 stars Reviewed May 4, 2011

The bathroom doors (2 barn style doors) were a poor addition - or else I would have ranked the room higher. The front check in staff were friendly and very helpful. The rooms were quiet and the hotel met our needs for the the overnight stay

  • Stayed May 2011, traveled as a couple
    • 3 of 5 stars Value
    • 3 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
A TripAdvisor Member
4 of 5 stars Reviewed May 4, 2011

Lovely older style hotel that has been nicely revamped for the 21Century.
We did have a few issues over the bill, but this was dealt with sympathetically and ultimately all worked out well.
Good value for money in the centre of Sydney

  • Stayed April 2011, traveled as a couple
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 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 Sofitel Sydney Wentworth

Address: 61-101 Phillip St, Sydney, New South Wales 2000, Australia
Phone Number:
Location: Australia > New South Wales > Sydney
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Restaurant Room Service Suites Wheelchair access
Hotel Style:
#20 Family Hotel in Sydney
#28 Romantic Hotel in Sydney
#32 Business Hotel in Sydney
#43 Luxury Hotel in Sydney
Price Range (Based on Average Rates): $$
Hotel Class:5 star — Sofitel Sydney Wentworth 5*
Number of rooms: 436
Official Description (provided by the hotel):
Sydney's time-honoured five-star hotel in the heart of the shopping and business district has a solid reputation for impeccable service and incomparable elegance. The recent renovations artfully combine the latest in modern convenience with the old-worldcharm that has made it an architectural icon. The hotel boasts premier conference facilities,a fabulous health club and complete day spa. Experience haute cuisine at the restaurant or slip into the lounge for an afternoon tea or an intimate night cap. ... more   less 
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Also Known As:
Sofitel Sydney Wentworth Hotel Sydney
Accor Sydney Wentworth
Sydney Sofitel

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