"Great Rooms, NOT SO GREAT front staff."
Overall Score3.0/ 5
We booked a standard room through a group booking through Expedia. The hotel is in a beautiful location, minutes from the water and shopping in Sydney. The rooms were great, the cleaning staff were really nice and accommodating. The front desk staff were not so easy to deal with. We reserved a room through a block booking on Expedia. We needed to add an additional night, so I phoned the hotel to do so. At this point I enquired about a different room. I was told that they only had standard rooms available and if I needed an additional sleeping space, I could get a cot. I asked at this time how much a cot would cost. I was told they were complimentary. I confirmed that they were and had a note added to my reservation that we wanted a cot. At the time of check in, the front desk clerk told us it was $25.00/night plus tax. When we then told him the name of the person I spoke to and the conversation that was had, he said there was no note on our reservation regarding the cost of the cot (although he saw the note for the cot) and that everyone comes in asking for complimentary stuff. we were given a cot for one night complimentary and told we needed to speak with the manager the next day regarding any further nights with the cot. He also said that the staff member I booked with was part time only working one or two shifts a month. He was unapologetic and quite rude. This set the tone for the rest of our stay. We booked as part of a team, which the hotel was aware of at the time of booking. They do not have meeting rooms, or any common space. Our only option for meeting was the parking lot. This was not allowed. Our parents had the police called on them, at 2:00 in the afternoon for gathering in the parking lot behind their vehicles. No hotel staff came out and advised them they weren't allowed to meet in the parking lot, they just called the police. The police arrived and had a difficult time finding the group of five parents as they were being respectful, quiet and not disturbing anyone. We were not allowed to congregate in groups of more then 3, had multiple noise complaints in the afternoon (2:00 pm) and early evening (before 6). They did hallway checks (at 9:00 pm) to ensure that our 13 14 year old children were not in the hallways unattended. Overall, our experience was not great. The total cost of our hotel for four nights was $950.00 and we were treated very poorly. The front staff need some refreshers in both customer service (how to deal with situations) and in general politeness. I would NOT recommend this hotel to anyone.
04-Aug-2019 Verified Review, stayed from Thu Jul 18 to Sun Jul 21 2019 at a C$215.10 average nightly rate.