Recently stayed for 2 nights in a 2 bedroom apartment in Astral Tower and Residences of The Star and the apartment was ok, for 5 star I wouldn't rave about it and have stayed in better apartments of a lower star rating. The area of concern for us was the extremely poor customer service by hotel staff. Having arrived very early we requested early checkin and at checkin was advised that this should be able to be met and to watch out for a text message around 1pm. We planned our entire day around this early checkin to not have this met at all. We were not able to checkin until 2.30pm after returning to the hotel to question why the room was not ready by 1.30pm, we were then only told the hotel was at 100% capacity the night before so we were misinformed upon checkin. There was no apology by the staff member in question, in fact she could hardly speak English or understand it. After we were finally able to checkin, we were put into the incorrect room that we in fact booked. After about 20 mins of waiting in the wrong room, we were moved but told our luggage could not be located but as soon as they locate it they will bring it up. After 5 calls to concierge and the front desk and one of those calls was to the manager, an hour later our luggage arrived. Again the concierge who delivered the luggage never apologised for the mishap, although not directly his fault, he just said "I don't know what happened if your not happy you have to speak to the bell captain". The customer service from all staff was appalling, and it was not about getting something for free, just a simple apology or a how can we make this stay more enjoyable for you, showing a sense of care would have been nice. I will never stay at The Star again. The facilities however were great. The restaurants, bars and the casino itself we would certainly re-visit. It is also a little out of the city and with the monorail now not operational it was an inconvenience to travel into the city. For a 5* hotel it was a VERY disappointing stay.
- Official Description (provided by the hotel):
- Whether you're looking for a weekend escape, a short stay or a place to call home for a Sydney holiday, Astral Tower provides contemporary five-star accommodation like no other with stunning views. If you're looking for something a little more spacious, Astral Residences offer everything you need if you're looking for apartment style living for business or leisure. We have one, two and three bedroom serviced apartments at our residences, each with their own private balcony and in-room media centre. ... more less
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- Also Known As:
- Astral Tower And Residences Hotel Sydney
- Star City Sydney
- Star City Hotel Sydney
- City Star Sydney