Shangri-la Sydney
176 Cumberland Street, Sydney, New South Wales 2000 Australia
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Avg. $260 /night, 2/14 - 2/15
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$180
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About
#113 of 194 hotels in Sydney
Location
4.7
Rooms
4.5
Value
3.9
Cleanliness
4.6
Service
4.3
Sleep Quality
4.6
Shangri-La Sydney is an elegant sanctuary above a distinctive harbour city. The unparalleled views of the Sydney Opera House and Sydney Harbour Bridge enhance the glamour of this harbourside hotel. Nestled in the historic Rocks District and just a short walk from the CBD, the contemporary hotel features 565 elegantly appointed guest rooms and suites, reflecting the vibrant hues of the harbour beyond. Horizon Club on level 30 is a sophisticated guest lounge with a 13-metre-high windows spanning four floors and offers 270-degree views of stunning Sydney Harbour. During your stay, dine in style at the award-winning Altitude restaurant on level 36 which draws on Australia’s distinct flavours for inspiration. Sip inventive cocktails at Blu Bar on 36 with a spectacular backdrop of the harbour and city. On level 2, Chi, The Spa and Health Club is a tranquil oasis where guests unwind with a pampering selection of massages, facials, body treatments and infrared sauna.
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Property amenities
Valet parking
Free High Speed Internet (WiFi)
Fitness Center with Gym / Workout Room
Pool
Bar / lounge
Airport transportation
Business Center with Internet Access
Conference facilities
Paid private parking on-site
Wifi
Fitness / spa locker rooms
Sauna
Hot tub
Indoor pool
Heated pool
Restaurant
Breakfast available
Breakfast buffet
Breakfast in the room
Complimentary Instant Coffee
Rooftop bar
Taxi service
Banquet room
Meeting rooms
Spa
Facial treatments
Full body massage
Head massage
Massage
24-hour security
Baggage storage
Concierge
Currency exchange
Non-smoking hotel
Doorperson
24-hour front desk
Dry cleaning
Laundry service
Ironing service
Shoeshine
Room features
Air conditioning
Additional bathroom
Housekeeping
Room service
Safe
Minibar
Flatscreen TV
On-demand movies
Seating area
VIP room facilities
Iron
Wake-up service / alarm clock
Room types
Ocean view
Non-smoking rooms
Suites
Good to know
HOTEL CLASS
Star ratings are intended to indicate the general level of features, amenities, and services to expect. This property is classified according to Giata.
HOTEL STYLE
River View
Ocean View
Languages Spoken
English, Chinese, Japanese
Location
Getting there
Great for walkers
Places to stay are graded on a 0-100 scale. The higher the grade, the easier it is for travelers to find restaurants and things to do within walking distance.
Grade: 100 out of 100
100
Sydney Airport
6 mi•
See all flights
Circular Quay
6 min•Sydney Trains
Wynyard
7 min•Sydney Trains
Rental Cars
318 Restaurants
within 0.3 miles
Reviews
4.0
8,602 reviews
Reviews summary
This summary was created by AI, based on recent reviews.
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Nestled in a prime location with easy access to Sydney's landmarks, Shangri-La Sydney boasts stunning views that guests often appreciate. While the rooms are celebrated for their cleanliness and vistas, some travelers suggest they could benefit from a refresh.
The hotel's atmosphere draws mixed feelings, with the comfort and outlook being pluses but the dated decor a drawback for some. Guests have called out the service as needing improvement, and despite the variety of amenities, many feel the hotel does not provide sufficient value for money.
Location
Convenient
Atmosphere
Outdated
Rooms
Dated
Value
Expensive
Cleanliness
Immaculate
Service
Inconsistent
Amenities
Underwhelming
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Detailed Reviews
I stayed at the Shangri-La Sydney for 3 nights in February 2024 as a solo traveller, I was happy to pay a modest fee to upgrade my room to a Horizon Club Opera House prior to arrival which was very good value for money.
The room is all about the fantastic view of the harbour and the iconic Sydney Opera House, I would strongly recommend anyone staying in this hotel to book this type of room otherwise your paying a premium for a basic city view. The hotel is located in the Rocks area which is one of my favourite areas in the city and close to circular key albeit up a very step hill which might not suite everyone.
The room was very spacious as I had a corner wrap around which is larger than the standard rooms. The rooms whilst pleasant are showing a bit of wear and tear and are a little out dated in my view for a premium hotel.
The club lounge area was ok in terms of food ( I did end up with plastic bag in my scrambled egg so clearly packed in) and service but again the big positive is the fantastic view of the harbour bridge.
The biggest negative to my stay was that I left my air tag in the safe when checking out, I realised this the next day when I was staying in another hotel in Sydney so I didn't foresee any issues. This was until a day later I noticed the tag location had moved from the hotel to a area in Campsie Sydney so clearly it had been taken by someone. When I went back to the hotel to question this the management was extremely poor but eventually offered to refund me the value of the tag which wasn't for me the issue given the low monetary value, the missed the point of trust in staff as it could have been a high value piece of jewellery.
I would have to think long and hard about staying at this hotel again given my negative experience, yes the view is great but does this compensate for a lack of trust at premium prices.
The room is all about the fantastic view of the harbour and the iconic Sydney Opera House, I would strongly recommend anyone staying in this hotel to book this type of room otherwise your paying a premium for a basic city view. The hotel is located in the Rocks area which is one of my favourite areas in the city and close to circular key albeit up a very step hill which might not suite everyone.
The room was very spacious as I had a corner wrap around which is larger than the standard rooms. The rooms whilst pleasant are showing a bit of wear and tear and are a little out dated in my view for a premium hotel.
The club lounge area was ok in terms of food ( I did end up with plastic bag in my scrambled egg so clearly packed in) and service but again the big positive is the fantastic view of the harbour bridge.
The biggest negative to my stay was that I left my air tag in the safe when checking out, I realised this the next day when I was staying in another hotel in Sydney so I didn't foresee any issues. This was until a day later I noticed the tag location had moved from the hotel to a area in Campsie Sydney so clearly it had been taken by someone. When I went back to the hotel to question this the management was extremely poor but eventually offered to refund me the value of the tag which wasn't for me the issue given the low monetary value, the missed the point of trust in staff as it could have been a high value piece of jewellery.
I would have to think long and hard about staying at this hotel again given my negative experience, yes the view is great but does this compensate for a lack of trust at premium prices.
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Date of stay: February 2024Trip type: Traveled solo
Value
Rooms
Location
Cleanliness
Service
Sleep Quality
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Shangri-La Sydney, Owner at Shangri-la Sydney
Responded Apr 7, 2024
Dear Strikey02 Thank you for your feedback. We sincerely apologise for negative experience during your stay which did not meet your or Shangri-La Sydney’s standards. Thank you for sharing your feedback and perspective which has been used constructively by our team. I hope you will give us another opportunity to restore your confidence in the hotel. You may like to connect directly with me on mandy.huang@shangri-la.com to discuss further. Kind Regards, Mandy Huang Director of Rooms Shangri-La Sydney
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
I've stayed at the Shangri La Sydney many times over the past 20 years experiencing many of their rooms from relatively simple ones all the way to the Premium and Grand Harbour views, Horizon floor and even once their Presidential suite.
I still love the hotel for the wonderful views, excellent location, tastefully decorated rooms, and enchanting views from the Altitude restaurant which also serves an excellent (if very busy) breakfast.
I have only two reservations.
The first is that when you book a room which includes an "upgrade subject to availability", the hotel used to be very pro-active about those and quite generous. In my last two visits booking such rates, I was refused an upgrade at check in saying no room in the higher category would be available. Both times, when I got to the room and could log on the internet, I could confirm that the category (and in fact many others was available, had to go down, tell them about it, and only then did check in staff check with supervisors and confirmed that an upgraded room could indeed be provided (though warning me maybe it might in fact be less good, lower floor, etc). I found the whole process a bit annoying, first because I was not asking for a favour but for a benefit Shangri La chose to include as part of some fares, and I think that when they do, they should not make customers feel uncomfortable needing to ask insistently for what Shangri La decides that they should have. The second reason is that I tend to function based on trust and I really dislike the idea that twice in a row I was provided misleading information on a category being fully booked when it was pretty easy to see on their own website that they were still selling it. It's for that trust element that I am giving the hotel 4 rather than 5 stars here, because I don't want to need to double check what they are telling me.
The second minor issue is that the Altitude restaurant offered truly excellent food but has become significantly more expensive year on year especially for dinner. Menus now range from AUD 135/195 for dinner whilst it was quite a lot less when I came last year.
Having said that, it is still an excellent hotel and where I love going back to as I have so many great memories associated with it.
I still love the hotel for the wonderful views, excellent location, tastefully decorated rooms, and enchanting views from the Altitude restaurant which also serves an excellent (if very busy) breakfast.
I have only two reservations.
The first is that when you book a room which includes an "upgrade subject to availability", the hotel used to be very pro-active about those and quite generous. In my last two visits booking such rates, I was refused an upgrade at check in saying no room in the higher category would be available. Both times, when I got to the room and could log on the internet, I could confirm that the category (and in fact many others was available, had to go down, tell them about it, and only then did check in staff check with supervisors and confirmed that an upgraded room could indeed be provided (though warning me maybe it might in fact be less good, lower floor, etc). I found the whole process a bit annoying, first because I was not asking for a favour but for a benefit Shangri La chose to include as part of some fares, and I think that when they do, they should not make customers feel uncomfortable needing to ask insistently for what Shangri La decides that they should have. The second reason is that I tend to function based on trust and I really dislike the idea that twice in a row I was provided misleading information on a category being fully booked when it was pretty easy to see on their own website that they were still selling it. It's for that trust element that I am giving the hotel 4 rather than 5 stars here, because I don't want to need to double check what they are telling me.
The second minor issue is that the Altitude restaurant offered truly excellent food but has become significantly more expensive year on year especially for dinner. Menus now range from AUD 135/195 for dinner whilst it was quite a lot less when I came last year.
Having said that, it is still an excellent hotel and where I love going back to as I have so many great memories associated with it.
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Date of stay: October 2023Trip type: Traveled on business
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Shangri-La Sydney, Owner at Shangri-la Sydney
Responded Oct 22, 2023
Good morning, We are delighted to hear you had a wonderful overall experience in true Shangri-La style. We are so pleased you enjoyed your room, supreme views, Altitude on level 36 and the location. We have also taken note of the issues you have raised and be rest assured this has been raised with our team. We look forward to hopefully welcoming you again in the future. Kind regards, Mandy Huang Director of Rooms Shangri-La Sydney
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
A lot to digest? Read an AI-generated summary of recent traveler reviews.



Hubby & I have just celebrated our 40th wedding anniversary at Shangri la Sydney.
I chose this particular hotel over other similar 5 star hotels in the Sydney CBD for several different reasons. One of those primary reasons was that decades ago, we stayed with Shangri la following our engagement. Gosh, such a long time ago.
Another major consideration was that we’d planned dinner at the Altitude Restaurant which sits on level 36 of the hotel.
So, in terms of the accommodation.
The good points. I had booked a Deluxe King Harbour Bridge room which had great views over the Bridge & Opera House. The package I selected included breakfast for two in Cafe Mix & parking pre booked parking at the hotel at $85.
The total package for the accommodation package was $655 which did not include credit charge surcharge fee of $12 (equates to 2%).
Upon arrival at reception, we were given a room upgrade to an Executive Harbour King Room on level 31. This was appreciated but it’s very similar to existing booking. A lovely touch was that they sent a bottle of champagne & chocolates to the room as well as a small fruit platter. Very much appreciated. The room was spotlessly clean. Impressive bathroom, & comfy king bed.
The disappointing points:
When we returned to the room after a walk & lunch, we went to make a cup of coffee & discovered they had forgotten to include coffee cups with all the usual other amenities. Zero cups. Rang housekeeping who said they’d bring up 2 cups but after half an hour, nothing materialised.
It was more than an hour which included several other calls to reception & housekeeping before finally 2 cups were brought to the room. It was a long wait just to have a cup of coffee.
Breakfast in Cafe Mix on Level 1 was extremely crowded, noisy, and somewhat chaotic. People everywhere, noisy & tables very close together. The buffet was ok & fairly comprehensive but I think just the volume of people, & just the sense of organised chaos made it less pleasant. Eggs & omelettes have to be ordered from the table, which is fine in one respect, but it just means that half your breakfast is obtained at the buffet, & the other half having to be ordered at the table & then waiting for it to be delivered.
Hint: if required, order first, otherwise the rest of your breakfast will be cold by the time your order arrives.
I’ve learned something. If I was to stay again, I would definitely choose a room that had the Horizon Club Access. We could see the Club Lounge on Level 30 below us & it looked terrific , quiet, private & offering all day access to refreshments & canapés. On our return to the room, we could see the people in the club lounge having a beautiful, quiet & peaceful breakfast.
Overall, a very nice stay, just things I would do different next time.
I chose this particular hotel over other similar 5 star hotels in the Sydney CBD for several different reasons. One of those primary reasons was that decades ago, we stayed with Shangri la following our engagement. Gosh, such a long time ago.
Another major consideration was that we’d planned dinner at the Altitude Restaurant which sits on level 36 of the hotel.
So, in terms of the accommodation.
The good points. I had booked a Deluxe King Harbour Bridge room which had great views over the Bridge & Opera House. The package I selected included breakfast for two in Cafe Mix & parking pre booked parking at the hotel at $85.
The total package for the accommodation package was $655 which did not include credit charge surcharge fee of $12 (equates to 2%).
Upon arrival at reception, we were given a room upgrade to an Executive Harbour King Room on level 31. This was appreciated but it’s very similar to existing booking. A lovely touch was that they sent a bottle of champagne & chocolates to the room as well as a small fruit platter. Very much appreciated. The room was spotlessly clean. Impressive bathroom, & comfy king bed.
The disappointing points:
When we returned to the room after a walk & lunch, we went to make a cup of coffee & discovered they had forgotten to include coffee cups with all the usual other amenities. Zero cups. Rang housekeeping who said they’d bring up 2 cups but after half an hour, nothing materialised.
It was more than an hour which included several other calls to reception & housekeeping before finally 2 cups were brought to the room. It was a long wait just to have a cup of coffee.
Breakfast in Cafe Mix on Level 1 was extremely crowded, noisy, and somewhat chaotic. People everywhere, noisy & tables very close together. The buffet was ok & fairly comprehensive but I think just the volume of people, & just the sense of organised chaos made it less pleasant. Eggs & omelettes have to be ordered from the table, which is fine in one respect, but it just means that half your breakfast is obtained at the buffet, & the other half having to be ordered at the table & then waiting for it to be delivered.
Hint: if required, order first, otherwise the rest of your breakfast will be cold by the time your order arrives.
I’ve learned something. If I was to stay again, I would definitely choose a room that had the Horizon Club Access. We could see the Club Lounge on Level 30 below us & it looked terrific , quiet, private & offering all day access to refreshments & canapés. On our return to the room, we could see the people in the club lounge having a beautiful, quiet & peaceful breakfast.
Overall, a very nice stay, just things I would do different next time.
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Date of stay: November 2024Trip type: Traveled as a couple
Value
Rooms
Location
Cleanliness
Service
Sleep Quality
Room Tip: Cafe Mix can be very crowded at breakfast.
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Shangri-La Sydney, Owner at Shangri-la Sydney
Responded Nov 18, 2024
Dear Robyn11602021, Congratulations on your 40th Wedding Anniversary and thank you for celebrating with us! Thank you for sharing what you enjoyed and what we can improve on to make your stay even better next time. I apologise for the set up and service shortfalls, I'll be addressing with our Housekeeping and Café Mix teams. We look forward to welcoming you back to Shangri-La Sydney soon to make more memories. Kind regards, Kathryn Blackwell Director of Operations
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
A Truly Exceptional Stay at The Shangala, Sydney
From the moment I arrived at The Shangala, Sydney, my experience was nothing short of extraordinary. Led by the wonderful manager, Losalini Manono, every aspect of my stay was meticulously curated to ensure the highest level of comfort and service.
The team at The Shangala is exceptional—every single person I had the pleasure of dealing with went above and beyond to make my visit memorable. It’s rare to encounter such attentive, warm, and genuinely caring staff. Their dedication to providing unparalleled service made me feel like more than just a guest; I felt like a part of their family. The personalised touches and thoughtful gestures were remarkable and truly set this hotel apart from the rest.
The level of service here is like no other. Whether it was at the front desk, in the restaurant, or with housekeeping, each interaction was smooth, friendly, and professional. The staff went out of their way to accommodate any request, big or small, ensuring I felt comfortable throughout my entire stay.
The experience as a whole was beyond comparison. From the luxurious surroundings to the flawless service, every detail was executed to perfection. I am so grateful for my stay and cannot recommend The Shangala enough. It’s clear that under Losalini Manono's leadership, this hotel sets a new standard for hospitality. Thank you to the entire team for making my visit unforgettable!
From the moment I arrived at The Shangala, Sydney, my experience was nothing short of extraordinary. Led by the wonderful manager, Losalini Manono, every aspect of my stay was meticulously curated to ensure the highest level of comfort and service.
The team at The Shangala is exceptional—every single person I had the pleasure of dealing with went above and beyond to make my visit memorable. It’s rare to encounter such attentive, warm, and genuinely caring staff. Their dedication to providing unparalleled service made me feel like more than just a guest; I felt like a part of their family. The personalised touches and thoughtful gestures were remarkable and truly set this hotel apart from the rest.
The level of service here is like no other. Whether it was at the front desk, in the restaurant, or with housekeeping, each interaction was smooth, friendly, and professional. The staff went out of their way to accommodate any request, big or small, ensuring I felt comfortable throughout my entire stay.
The experience as a whole was beyond comparison. From the luxurious surroundings to the flawless service, every detail was executed to perfection. I am so grateful for my stay and cannot recommend The Shangala enough. It’s clear that under Losalini Manono's leadership, this hotel sets a new standard for hospitality. Thank you to the entire team for making my visit unforgettable!
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Date of stay: November 2024Trip type: Traveled on business
Value
Rooms
Location
Cleanliness
Service
Sleep Quality
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Rob Weeden, General Manager at Shangri-la Sydney
Responded Dec 15, 2024
Dear Sarah Thank you so much for choosing to stay with us, we have very much enjoyed hosting you. The team read these reviews every day and we thank you for being so gracious in writing about your experience with us. Thank you also for referencing our colleagues Losalini Menono who we will absolutely celebrtate. We hope you have found your Shangri-La. Rob Weeden, Area General Manager.
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
We stayed for a 1 week on New Year’s Eve, in Opera view room. Those are corners rooms , you can’t see Sydney's harbor bridge neither Fire works but knew it - upon the booking 5 months before the stay we were informed exactly about view/ room. However room was actually very good, comfortable and spacious enough for 3 adults. The view of the harbor, though just a half of it, was still breathtaking, especially waking up and watching Opera house and a bay .. Hotel location is very central, close to everything, valet parking is quite pricey but generally Sydney parking is very expensive, not worth to rent a car - better walk or take Uber. Ferry service is helpful too. You can go to the different attractions by ferry, you can walk to Victoria building and Darling harbor, and a whole Sydney harbor area is so beautiful you could spent here few days just strolling around. Special thanks to amazing staff. So polite and helpful reception, without any problem they arranged late check out, and of course huge thanks to dry cleaners- they saved a dress , was destroyed accidentally by greasy spicy sauce- they managed to clean it completely!
The down side of this hotel as I can see , is only one- crowd. Gets very noisy with cruise ships passengers, tones of luggages everywhere nearly blocking main lobby, huge families with young kids , wedding guests, parties etc But of course- it’s a holiday ! If not this big tourist buses coming continuously- this hotel would be one of the most luxurious and comfortable places I have ever been. Seems like people in this side of the world are very rich - because hotel is on quite expensive side… But then again- it’s a New Year’s Eve! Thank you Shangri La!
The down side of this hotel as I can see , is only one- crowd. Gets very noisy with cruise ships passengers, tones of luggages everywhere nearly blocking main lobby, huge families with young kids , wedding guests, parties etc But of course- it’s a holiday ! If not this big tourist buses coming continuously- this hotel would be one of the most luxurious and comfortable places I have ever been. Seems like people in this side of the world are very rich - because hotel is on quite expensive side… But then again- it’s a New Year’s Eve! Thank you Shangri La!
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Date of stay: December 2024Trip type: Traveled with family
Value
Rooms
Location
Cleanliness
Service
Sleep Quality
Room Tip: Crowded … too expensive to be sooo busy …
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Rob Weeden, General Manager at Shangri-la Sydney
Responded 1 week ago
Dear BalakinCy, Thank you for your thoughtful review. We are delighted to hear that you had a comfortable and enjoyable stay with us during the New Year's Eve period. It is wonderful that the Opera House view from your room left such a lasting impression, and we appreciate your understanding about the view of the Harbour Bridge. We are pleased that our central location, along with the convenience of the ferry service, made exploring Sydney easy and enjoyable for you. We will certainly share your gratitude with our colleagues, especially the reception team and the dry cleaners, for their prompt and helpful service. We also appreciate your feedback about the hotel's busy atmosphere during the holiday season. While it’s always bustling during New Year’s Eve with guests celebrating from all around the world, we understand how the crowds might feel overwhelming at times. Thank you again for choosing Shangri-La Sydney, and we hope to welcome you back in the future for another exceptional stay. Kind regards, Rob Weeden, Area General Manager
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
It seems this was once a very grand hotel that is in need of a bit of love. I certainly can't say I had a bad stay, I'd just expected a little more.
I stayed in a room without a harbour view) my choice, I prefer to save the money for other things) and it seemed to have been neglected. There was a bit of an odd smell, chipped paint and furniture, etc. Bed was great, nice bathroom. I had the feeling they've focused all the attention onto the higher floors with the views (that are quite a lot higher in price).
The views from the bar and restaurant on the roof are unbeatable and the drinks were great but they just had one guy serving and it was very slow - I had time so wasn't a big deal.
On the last morning, I hung the "do not disturb" sign and yet was disturbed by house keeping at 10am. When I politely asked her to come back after checkout, she looked confused and knocked again at 10:40.
Location is perfect, staff were friendly and helpful, just needs a little attention to live up to expectation.
I stayed in a room without a harbour view) my choice, I prefer to save the money for other things) and it seemed to have been neglected. There was a bit of an odd smell, chipped paint and furniture, etc. Bed was great, nice bathroom. I had the feeling they've focused all the attention onto the higher floors with the views (that are quite a lot higher in price).
The views from the bar and restaurant on the roof are unbeatable and the drinks were great but they just had one guy serving and it was very slow - I had time so wasn't a big deal.
On the last morning, I hung the "do not disturb" sign and yet was disturbed by house keeping at 10am. When I politely asked her to come back after checkout, she looked confused and knocked again at 10:40.
Location is perfect, staff were friendly and helpful, just needs a little attention to live up to expectation.
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Date of stay: March 2024Trip type: Traveled solo
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Shangri-La Sydney, Owner at Shangri-la Sydney
Responded Apr 2, 2024
Good morning, Thank you for your feedback. We are sorry to hear you were disappointed during your stay and we have taken note of the issues you have shared. Rest assured this has been raised with our team and we hope you will give us another opportunity to restore your confidence in the hotel. We would appreciate the opportunity to discuss this matter with you further. You may like to contact me directly at mandy.huang@shangri-la.com. Kind regards, Mandy Huang Director of Rooms Shangri-La Sydney
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.


My partner and I decided to splurge and stay here for 1 night to celebrate our anniversary in July 2024. Upon arrival, they took my card and charged the room rate ($525) plus an extra $150 "security deposit" for any incidentals or to cover any items taken from the mini bar during our stay.
Firstly, our check in time was supposed to be 3pm. We turned up at around 1pm to leave our bags at reception so we could go and have lunch somewhere, only to be told they weren't sure when our room would be ready as they were "very busy", that we were "first on the wait list" and that they would call us when our room was ready. It wasn't until 4pm that we finally got a call to say our room was ready.
We got to our room and the views were incredible and the room was clean. This was probably the only decent part of our stay.
Upon checking out the next day, we were asked if we had anything from the mini bar, to which I answered no. I was then advised the security deposit would be released in 5-7 business days.
The next morning I woke up to multiple notifications from my bank with attempted charges from the hotel for inconsistent amounts between $50 and $55. I sent an email to the hotel, which went back and forth for 3 days with multiple people, with the hotel telling me we had taken items from the mini bar. Eventually after many phone calls with the rude front office manager, they sent me an itemised invoice which was generated that same day with items from the minibar that we had "taken". I disuputed this invoice as it was not correct and I was referred to the "Minibar Department", who I was told would get in touch with me. About a week later, I received an email from the amenities manager apologising for the mistake, that the items were supposed to be charged to the guests before us and that I would be issued a refund in 5-7 business days.
I thought it was all done and dusted, until yesterday, one month later to the day of our stay, the hotel tried to charge my card yet again for a random amount of around $18. I responded to the amenity manager's email questioning this charge. I received a response almost instantly saying that we did in fact take "Fruity Nutty Drops" from the mini bar at $17.90, which also included photos. I called the person who sent this email and referred him to his previous email where they admitted to the mistake, and asked why all of a sudden one month later they had decided we still owed money for something we didn't take, and had photo evidence. I was told the previous email was not for all items on the invoice and that we still owed money for this one item.
I again disputed this and told him to fix this error and to remove my card details from their system, which I requested multiple times previously. He laughed and said he would need to speak to "someone" about this. In the end I told him I would be cancelling my card so they would no longer have the ability to charge me anymore money. He again laughed and said "I need to speak to someone about this".
Safe to say I will NEVER be staying at Shangri-La Sydney ever again, and I have told anyone who will listen the same thing.
Firstly, our check in time was supposed to be 3pm. We turned up at around 1pm to leave our bags at reception so we could go and have lunch somewhere, only to be told they weren't sure when our room would be ready as they were "very busy", that we were "first on the wait list" and that they would call us when our room was ready. It wasn't until 4pm that we finally got a call to say our room was ready.
We got to our room and the views were incredible and the room was clean. This was probably the only decent part of our stay.
Upon checking out the next day, we were asked if we had anything from the mini bar, to which I answered no. I was then advised the security deposit would be released in 5-7 business days.
The next morning I woke up to multiple notifications from my bank with attempted charges from the hotel for inconsistent amounts between $50 and $55. I sent an email to the hotel, which went back and forth for 3 days with multiple people, with the hotel telling me we had taken items from the mini bar. Eventually after many phone calls with the rude front office manager, they sent me an itemised invoice which was generated that same day with items from the minibar that we had "taken". I disuputed this invoice as it was not correct and I was referred to the "Minibar Department", who I was told would get in touch with me. About a week later, I received an email from the amenities manager apologising for the mistake, that the items were supposed to be charged to the guests before us and that I would be issued a refund in 5-7 business days.
I thought it was all done and dusted, until yesterday, one month later to the day of our stay, the hotel tried to charge my card yet again for a random amount of around $18. I responded to the amenity manager's email questioning this charge. I received a response almost instantly saying that we did in fact take "Fruity Nutty Drops" from the mini bar at $17.90, which also included photos. I called the person who sent this email and referred him to his previous email where they admitted to the mistake, and asked why all of a sudden one month later they had decided we still owed money for something we didn't take, and had photo evidence. I was told the previous email was not for all items on the invoice and that we still owed money for this one item.
I again disputed this and told him to fix this error and to remove my card details from their system, which I requested multiple times previously. He laughed and said he would need to speak to "someone" about this. In the end I told him I would be cancelling my card so they would no longer have the ability to charge me anymore money. He again laughed and said "I need to speak to someone about this".
Safe to say I will NEVER be staying at Shangri-La Sydney ever again, and I have told anyone who will listen the same thing.
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Date of stay: June 2024Trip type: Traveled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Shangri-La Sydney, Owner at Shangri-la Sydney
Responded Sep 1, 2024
Dear Christiepollack4, From the outset I would like to sincerely apologise for the issues you had regarding billing and the subsequent frustrations and responses from our colleagues. Please contact me directly so that I may discuss further with you. Kind regards, Kathryn Blackwell Director of Operations Shangri-La Sydney
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
Think I expected more from a "5 star" hotel. Checking in took a very long time and the feeling of the place didn't feel friendly and with hindsight would have preferred to have stayed at a smaller hotel. The hotel was booked by our travel agent and we have know idea how much our stay cost as the total cost of the holiday was not itemised. Didn't use to restaurant on 36th floor as I had read that breakfast was sometimes over subscribed and sometimes feel that a restaurant that relies upon its location rather than its food can be questionable. Pool seemed adequate. Laundry costs very high so we made use of a local laundrette! If I return to Sydney I would stay somewhere else.
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Date of stay: December 2023Trip type: Traveled as a couple
Value
Location
Service
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Shangri-La Sydney, Owner at Shangri-la Sydney
Responded Dec 13, 2023
Dear Chris, Thank you for your feedback. We are sorry to hear you were disappointed during your stay and we have taken note of the issues you have shared. Rest assured this has been raised with our team and we hope you will give us another opportunity to restore your confidence in the hotel. We would appreciate the opportunity to discuss this matter with you further. You may like to contact me directly at mandy.huang@shangri-la.com. Kind regards, Mandy Huang Director of Rooms Shangri-La Sydney
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
Checked in at 10.44am for 2 x twin rooms, long process even though no other guests there at this time. They lost 1 of our 2 room bookings, over the Vivid festival so they were fully booked, so when we came back at 3pm to access the room (queue was very long) it was a scramble to get us a 2nd room 6 floor apart even though it was booked 7 months ago and I telephoned SLS directly on 3rd May to confirm! 2 calls to manager & no one rang back. I asked for a complimentary breakfast as our guests were stuck on the lower level, only gave it for 2 of the 4 guest and only for 1 of the two nights we stayed.
They hold room security deposit of $500 for 2-3 weeks after checkout, but only tell you at checkout so BEWARE! Staff just seemed overwhelmed, we saw 2 other parties have noticeable trouble with reception staff as staff didn't seem to have knowledge/professionalism/experience to manage, it was a shambles for a hotel of this supposed standard. Staff were lovely though, it appeared as though its the SLS processes that are the problem.
Breakfast "buffet" is far from a 5 star standard. We were ripped off by a taxi scam set in motion by the SLS bell hop ($80 to airport in a car with no meter). Food in lounge area of substandard & so overpriced, staff not 5 staff standard. Overall stay was average. Stay elsewhere - Four Seasons, Langham. SLS standards have dropped considerably from my previous stay pre Covid. Wish I'd read reviews before I went this time and will not be going again. Just hope I do not have to follow up my refund of the room deposit.
They hold room security deposit of $500 for 2-3 weeks after checkout, but only tell you at checkout so BEWARE! Staff just seemed overwhelmed, we saw 2 other parties have noticeable trouble with reception staff as staff didn't seem to have knowledge/professionalism/experience to manage, it was a shambles for a hotel of this supposed standard. Staff were lovely though, it appeared as though its the SLS processes that are the problem.
Breakfast "buffet" is far from a 5 star standard. We were ripped off by a taxi scam set in motion by the SLS bell hop ($80 to airport in a car with no meter). Food in lounge area of substandard & so overpriced, staff not 5 staff standard. Overall stay was average. Stay elsewhere - Four Seasons, Langham. SLS standards have dropped considerably from my previous stay pre Covid. Wish I'd read reviews before I went this time and will not be going again. Just hope I do not have to follow up my refund of the room deposit.
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Date of stay: May 2024Trip type: Traveled with friends
Value
Rooms
Location
Cleanliness
Service
Sleep Quality
Room Tip: Don't get sucked in by the view, this hotel is not worth the other deficits in service and...
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Shangri-La Sydney, Owner at Shangri-la Sydney
Responded May 27, 2024
Good morning, Thank you for your feedback. We are sorry to hear you were disappointed during your stay and we have taken note of the issues you have shared. Rest assured this has been raised with our team and we hope you will give us another opportunity to restore your confidence in the hotel. We would appreciate the opportunity to discuss this matter with you further. You may like to contact me directly at mandy.huang@shangri-la.com. Kind regards, Mandy Huang Director of Rooms Shangri-La Sydney
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.


We booked via Webjet for 3 nights for my wife’s birthday from a Sunday, staying in an high floor executive city harbour view room. We arrived @12pm to a busy check-in where we waited for @5 minutes. We were then advised the room wasn’t ready & check-in is usually 3pm, & told we could leave our bags & would be notified when ready. Unfortunately we weren’t notified & at 4pm returned to check-in & our room still wasn’t ready! We were then allocated another!
The room itself was nice, with a big bathroom, comfy bed & decent 28th floor view of the Opera house. Oddly there was only one chair to relax on other than a desk chair?!
We found the hotel staff to be attentive, & the room service staff & food itself excellent, as was the complimentary wine & cake presented for my wife’s birthday.
On the downside we found items in our room out of date, such as the almonds, additionally there was no complimentary water in the room, it was only available from the fountain on the ground floor. Also while room service food is expected to be higher than normal, the additional room service ‘tray’ charge of $12 seemed excessive!
Finally it should be noted the hotel is in a very hilly location so if you plan to walk anywhere it will invoke a ‘lot’ of steep steps or hills!
Overall we would rate our stay 7.5/10 & suggest if this is a 5 star hotel there is room for improvement as we would try somewhere else next time.
The room itself was nice, with a big bathroom, comfy bed & decent 28th floor view of the Opera house. Oddly there was only one chair to relax on other than a desk chair?!
We found the hotel staff to be attentive, & the room service staff & food itself excellent, as was the complimentary wine & cake presented for my wife’s birthday.
On the downside we found items in our room out of date, such as the almonds, additionally there was no complimentary water in the room, it was only available from the fountain on the ground floor. Also while room service food is expected to be higher than normal, the additional room service ‘tray’ charge of $12 seemed excessive!
Finally it should be noted the hotel is in a very hilly location so if you plan to walk anywhere it will invoke a ‘lot’ of steep steps or hills!
Overall we would rate our stay 7.5/10 & suggest if this is a 5 star hotel there is room for improvement as we would try somewhere else next time.
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Date of stay: August 2023Trip type: Traveled as a couple
Room Tip: Located in a hilly area with lots of steps to climb if walking. Also check out the Harts Pub...
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Shangri-La Sydney, Owner at Shangri-la Sydney
Responded Oct 2, 2023
Dear Eau, We are delighted to hear you had a wonderful overall experience in true Shangri-La style. We are so pleased you enjoyed your room, supreme views and that our staff delighted you. We have also taken note of the issues you have raised and be rest assured this has been raised with our team. We look forward to hopefully welcoming you again in the future. Kind regards, Mandy Huang Director of Rooms Shangri-La Sydney
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
I suppose a simple “Thank You” would be too much trouble!
If you mean the Horizon Club you get access for complimentary daily buffet breakfast, afternoon tea, evening canapes and refreshments.
I’d say about 10 minute walk as most of it is uphill.
You can but no guarantee the room will be ready but they will look after your luggage and put it in the room when it is ready if you go out
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"Get a room with a view! Don't forget to go upstairs to Bar Blu for the views or a nice afternoon tea. "Read full review
"Go for the higher floors. I took the partial Opera House view which was very average for its price. Worth avoiding. "Read full review
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PRICE RANGE
$201 - $335 (Based on Average Rates for a Standard Room)
ALSO KNOWN AS
shangri la sydney, shangri la hotel sydney
LOCATION
AustraliaNew South WalesSydneyThe Rocks
NUMBER OF ROOMS
565
Prices are the average nightly price provided by our partners and may not include all taxes and fees. Taxes and fees that are shown are estimates only. Please see our partners for more details.
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Frequently Asked Questions about Shangri-la Sydney
Which popular attractions are close to Shangri-la Sydney?
Nearby attractions include ATTY Gallery (0.2 miles), Sydney Pub Tours (0.3 miles), and Opal Minded (0.3 miles).
What are some of the property amenities at Shangri-la Sydney?
Some of the more popular amenities offered include an indoor pool, a rooftop bar, and free wifi.
Which room amenities are available at Shangri-la Sydney?
Top room amenities include a minibar, air conditioning, and a flat screen TV.
What food & drink options are available at Shangri-la Sydney?
Guests can enjoy a rooftop bar, an on-site restaurant, and a lounge during their stay.
Is parking available at Shangri-la Sydney?
Yes, paid private parking on-site, paid private parking nearby, and valet parking are available to guests.
What are some restaurants close to Shangri-la Sydney?
Conveniently located restaurants include Fish At The Rocks, Endeavour Tap Rooms - The Rocks Sydney, and The Tea Cosy.
Are there opportunities to exercise at Shangri-la Sydney?
Yes, guests have access to an indoor pool, a fitness center, and a sauna during their stay.
Does Shangri-la Sydney have airport transportation?
Yes, Shangri-la Sydney offers airport transportation for guests. We recommend calling ahead to confirm details.
Is Shangri-la Sydney located near the city center?
Yes, it is 0.6 miles away from the center of Sydney.
Are any cleaning services offered at Shangri-la Sydney?
Yes, dry cleaning and laundry service are offered to guests.
Does Shangri-la Sydney offer any business services?
Yes, it conveniently offers a business center, meeting rooms, and a banquet room.