Below is a summary of our recent stay at The Sebel Quay West Suites. We have stayed at so many of accor hotels and resorts over the years but I have to admit this is probably the worst service we have ever received at an accor or any other hotel ever stayed at, given directly by the manager. I had phoned the hotel and emailed on multiple (more than 5) occasions and had also requested a quite room as we have small children. At no point was I advised that there was renovations going on at the hotel which would mean no quite rooms are available. The booking was for 2 adults and 2 kids (aged 1 and 3) so I would've expected the hotel to advise me if there will be loud noise during our stay and also stopping small children from their day naps. There is also nothing on the hotel website or in my booking advising regarding the renovations. Upon arrival we were advised we were given a quite room as per our request, however when we arrived at the room there was continuous very loud drilling directly above our room for one hour non-stop. I got a headache, and our 2 little kids (3 and 1YO) who also couldn't sleep complained about the noise. It was an extremely stressful period with children crying and certainly a no way to start a holiday. I tried to phone reception multiple times and noone picked up. My husband had to go downstairs who was told "we are fully booked so we cant help you". I then went downstairs, spoke to the lady at reception who then went to the back to get the manager. I dont think the manager realised I could hear her but her response to the staff was "nothing has changed, we cant help, our answer remains the same". I had to be aggressive in my approach at the manager in order for her to understand my point of view and to move us. I had recorded the drilling noise and played it for her. Her response to that was "i know what its like, ive been working here during the renovations". She failed to understand we are on a holiday and paying you to stay here. We are not getting paid to stay there (its her job, not ours) so there is no reason why we should be expected to put up with this noise. She came back to me with two options: move us to a studio at the Mantra (which is a 4 star hotel and a lower category than what we had booked) or move us to an equivalent 1 bedroom apartment at the existing hotel to the lowest level where we still will get noise but shouldn't be as bad. Her response was "you need to pay extra to stay at any of our other hotels or to get an equivalent 1 bedroom apartment). I explained to her studio was out of the question for us given our 1YO naps during the day and goes to sleep by 7.30pm which isn't possible in a studio. She once again didn't understand that a studio couldn't fit the needs of a young family and kept telling me its a big studio and it will be fine. We took the option to stay at the 1 bedroom at the lowest floor instead. Unfortunately there was still noise but it was not as bad as what we had in our previous room. I didn't bother to complain given my experience so far and knowing I was going to get no customer service from this hotel. The manager has very poor attitude, lack of experience and no empathy. Personally I don't think she is fit to run a hotel as she didn't understand the basics of customer service and had no understanding of whats important to a family and people on holidays. This is the experience provided directly by the manager to your gold members in one of your "premium" hotels in one of the biggest cities in the world. On the other hand, I would like to applaud Vino (the food and beverage manager) who was very helpful, courteous and empathetic. He went above and beyond to ensure we had a good experience when dining at the Q dining as well as The Sebel restaurants.…
We booked for my daughters birthday, and the staff were absolutely exceptional. Incredibly friendly, lots of big welcoming smiles providing a really welcoming environment. Fluffy robes a plenty for all the little girls. No request we made a hassle. The room and amenities were all beautiful and they had a piece of cake in the room as a added little special gesture. Such a thoughtful touch. Breakfast was great and comfortable, we really can’t rave about our experience enough. 10/10 would recommend. We had the best time!! It’s a birthday she will never forget. I can’t fault a single aspect of our stay.
One of the friendliest hotels we’ve stayed at - all staff going out of their way to make sure it was pleasant. Our suite was well appointed with new furnishings & carpets. Work going on in the hotel but didn’t bother us at all. Restaurant breakfast was lovely and we enjoyed cocktails in the bar with friends in the evening where we were very well looked after by Vino & his team. Reception & concierge staff always smiling & friendly. Great location near The Rocks, George St light rail & circular quay.
We stayed in a lovely refurbished and clean 2 bedroom apartment number 1706. Got to watch an amazing sunrise, just watch the harbour with the bridge and opera house straight in front of us. It was a luxury escape which was amazing value for money and so glad the pics matched the views. Only a few hiccups like breaky missing off booking sheet, parking for extra car sending us to parking station and no cleaning service during the 2 nights which I didn’t see stated on escape info. Breaky was a shambles with long wait for food and cramped in small room with mis match furniture.
Our family of four just love this hotel. We have stayed there several times over the years. This time we stayed 5 nights. Seen lots of changes. The rooms are spotless. They still have the big fluffy towels, robes and slippers. The staff are extremely helpful, professional and friendly. Love, love, love the view. Miss the amazing room service breakfasts and dinners, especially the Club Sandwich!! Also not happy with the mould in shower. BUT, we shall return!