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“Horrendous Service”

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Stamford Plaza Sydney Airport
Ranked #5 of 12 Hotels in Mascot
Certificate of Excellence
Reviewed October 15, 2013

My partner and I stayed here in August 2013 - What a disaster! After a long day, we arrived for check-in just after midnight. We were given our room key and access to the underground car park, which we discovered didn't work once we got to the gate. Due to there being no working intercom, my partner had to walk all the way back up to reception to get a new key card.

We then made our way up to our room, however the toom key wouldn't work. It looked to me that the room was occupied, so we went down to reception and informed them that not only did the key not work, but it appeared that the room wasn't vacant. They assured us it was, and re-issued us with a new key. We made our way back up, tired and exhausted only to swipe into an occupied room, scaring the living daylights out of the poor guests inside (who promptly slammed the door in our faces). So back down to reception we went. You'd think after this kind of error the staff would have been apologetic - Not the case. We were simply re-issued ANOTHER key and sent to another room.

Once in the new room, it was now around 1am and I was so upset to see the pee all over the toilet seat - Not acceptable. All night I tossed and turned thanks to the paper thin walls (constant noise of toilets/lifts/roller suitcases etc).

Once we awoke, we went down to breakfast which was included in our package (which they naturally had no record of). The breakfast was of such poor quality all I could stomach was a danish and gritty tasting coffee.

I wouldn't recommend this hotel to anyone - Just a disaster.

  • Stayed: August 2013, traveled as a couple
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2  Thank Lauren S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WayneHorbach, General Manager at Stamford Plaza Sydney Airport, responded to this reviewResponded October 16, 2013

Thanks for posting a review.
I am most concerned to read of the poor service you encountered during your stay. Can you please contact me directly on sales@spsa.stamford.com.au in order for me to contact you personally and discuss the issues you raised.
This is certainly not indicative of the high standards to which we aspire and would welcome the opportunity to redeem ourselves.
Thank you for your feedback and I look forward to hearing from you in due course.

Wayne Horbach
General Manager

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1,765 - 1,771 of 2,521 reviews

Reviewed October 14, 2013

We stayed here overnight between flights. Our room was much nicer than expected, the bed was comfortable and it was quiet at night considering proximity to airport. We found the walk to the train quick and easy for a trip to Sydney CBD. When we had issues with our WiFi code, the manager quickly helped us resolve the problem. The only surprise came when the airport shuttle that we thought was included in our room rate had an extra fee associated with it for a 5 min ride.

  • Stayed: October 2013, traveled as a couple
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Thank Cruzker
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WayneHorbach, General Manager at Stamford Plaza Sydney Airport, responded to this reviewResponded October 15, 2013

Thanks for posting a review.
We are pleased your stay was nice and comfortable....much needed when you are in between flights!
In relation to the shuttle bus, we advise that none of the hotels in the Sydney Airport precinct operate their own airport shuttles. This service is run by a third party operator and unfortunately not controlled by the hotel.
Thanks for choosing to stay at the Stamford Plaza Sydney Airport and we look forward to welcoming you back when next you are travelling abroad.

Wayne Horbach
General Manager

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Reviewed October 13, 2013

We stayed 2 nights before going out on a cruise for five weeks. We stayed at the same hotel on our arrival back into Sydney.

The pool was great, the room was very good there was two of us. The room was large and comfortable. We each had a double bed. Was on floor 10. Easy walk to public transport. There is a food court about 800 m walk at the qantas terminal. There is a shuttle bus that goes around the airport hotels, costs 6 dollars and you pay at check in. And the day before leaving u book the shuttle back to the airport. Other shuttles take you the city or other places. I found this hotel was fantastic and I would use this hotel again.

Room Tip: the food court at qantas was fantatic 800 m from the hotel.
See more room tips
  • Stayed: June 2013, traveled with friends
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Thank cam1958
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WayneHorbach, General Manager at Stamford Plaza Sydney Airport, responded to this reviewResponded October 13, 2013

Thanks for posting a review.
We are most pleased you enjoyed your stay on both occasions. The hotel is in a great location next to the domestic terminal, yet we are not just your 'typical'airport hotel, but much more as you experienced!
We trust you had a wonderful cruise and look forward to welcoming you back on your next travel venture.

Wayne Horbach
General Manager

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Reviewed October 12, 2013

Hotel is very well situated, check in was efficient, rooms are larger than most and have all the amenities you need. Tea and coffee supplied.
Shower was a bit feeble, but we lived!
The arrangement with the shuttle bus company works well and is cheap at 6aud a throw, recommended.
Travel to the domestic terminal was only a few minutes, bus was bang on time . Internet was the usual slow and expensive experience typical these days.
Just dont bother eating in the adjoining AV8 pub/restaurant it was appalling a complete and utter horrible time.
Other than that, a little noise from the aircraft but nothing too bad.
Did what it said on the tin

Stayed: October 2013, traveled on business
Thank softywalter
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WayneHorbach, General Manager at Stamford Plaza Sydney Airport, responded to this reviewResponded October 13, 2013

Thanks for posting a review.
We are pleased you found the facilities and amenities of the hotel up to standard.
Thank you for choosing the Stamford Plaza Sydney Airport and we look forward to welcoming you back when next you are travelling to Sydney.

Wayne Horbach
General Manager

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Reviewed October 9, 2013

Stayed one night with my elderly dad. Although advert says 600 metres from domestic terminal the walk with the cases was quite an effort. The footpath ran out with 150 metres to go. High kerbs and a very busy intersection to cross too . Rooms are as expected, clean and modern.
We were given wrong number for our room and electronic key would not work. We woke a very angry guest who thought we were breaking into his room! My dad was quite shaken.
Give it a miss !

  • Stayed: September 2013, traveled with family
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Thank pafito77
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WayneHorbach, General Manager at Stamford Plaza Sydney Airport, responded to this reviewResponded October 10, 2013

Thanks for posting a review.
We sincerely apologise for the mix-up with your room allocation. We have looked into this further and taken appropriate action to ensure this does not reoccur. We also regret the inconvenience caused to your elderly dad regarding the walk to the terminal. We do advise that a third-party shuttle service departs from the hotel every 30-40 mins for your future reference.
We appreciate your valuable feedback and do hope you will afford us the opportunity of welcoming you back in the near future.

Wayne Horbach
General Manager

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Reviewed October 7, 2013

We stayed here before flying home to the UK. We had a nice room on the 11th floor with a amazing view towards the city. Very clean, nice furniture with a comfy bed etc. This is a typical corporate hotel,with high charges for internet connection, mini bar and breakfast, which we thought where excessive.
Nice pool area and gym although we didn't use during our stay.
Staff where helpful and pleasant.

Stayed: September 2013, traveled as a couple
Thank duckyduck
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WayneHorbach, General Manager at Stamford Plaza Sydney Airport, responded to this reviewResponded October 10, 2013

Thanks for posting a review.
Yes, people rave about our amazing views and comfy beds!
We are most happy to read your stay was enjoyable and comfortable, espcially before your long flight home. We trust you had a pleasant trip and look forward to welcoming you back when next you visit Sydney.

Wayne Horbach
General Manager

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Reviewed October 7, 2013

My wife, 4 month old daughter and myself stayed at the Stamford Plaza for one night in late September in order to catch an early domestic flight the next morning. For that purpose the hotel was perfect, as it was an easy 15 minute walk with suitcases to Terminal 2 (it would be faster if you were going to Terminal 3). There is a shuttle available, but at $6 per person we thought that walking was the better option.

Parking in the hotel car park was quick and easy, albeit a little confusing regarding the rules when parking behind and subsequently blocking another cars exit. Check in was also efficient with a friendly front desk person.

The room itself was clean with comfortable beds and most importantly a cot which we specified when we booked online. The bathroom was also clean with good water pressure in the shower with plenty of fresh towels available, which was handy when our daughter was sick in the morning and we quickly had to wash her and change her clothes. We couldn't hear much aircraft or traffic noise during the night and we all slept quite well.

One thing that surprised us was the closing time of the bar downstairs, which for an airport hotel was an early 10pm on the night we were there. We opted out of having the breakfast in the morning, which at $28 was rather expensive for what was on offer, and grabbed a quick meal at the airport instead.

Next time we have an early morning flight we would consider staying at the Stamford again primarily due to its location and cleanliness.

  • Stayed: September 2013, traveled with family
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1  Thank RationalHaze
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WayneHorbach, General Manager at Stamford Plaza Sydney Airport, responded to this reviewResponded October 10, 2013

Thanks for posting a review.
We appreciate your positive comments and pleased to read of your overall satisfaction with your stay. We have noted your important point regarding the closing time of the lobby bar in which we will review accordingly.
We thank you again and look forward to welcoming you back in the near future.

Wayne Horbach
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Stamford Plaza Sydney Airport

Address: | Corner O'Riordan & Robey Streets, Mascot, Botany Bay, New South Wales 2020, Australia
Phone Number:
Location: Australia > New South Wales > Greater Sydney > Botany Bay > Mascot
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access
Hotel Style:
#5 Luxury Hotel in Mascot
Price Range: $124 - $326 (Based on Average Rates for a Standard Room)
Hotel Class:4.5 star — Stamford Plaza Sydney Airport 4.5*
Number of rooms: 315
Official Description (provided by the hotel):
Sydney's Best Airport Hotel as awarded for seven consecutive years by Skytrax. Stamford Plaza Sydney Airport Hotel is your best luxury accommodation in Sydney. Located directly opposite the Domestic Terminal and minutes from the International terminal. It's the ideal business base for you to meet or discover all that Sydney has to offer - just 20 minutes drive from the Central Business District, Sydney Harbour Bridge, Sydney Opera House and the Royal Botanic Gardens. ... more   less 
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Also Known As:
Stamford Plaza Sydney Airport Hotel Mascot
Stamford Plaza Hotel Sydney

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