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“The customer service at this hotel was not up to the Shangri-La standard”

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Shangri-La Hotel Sydney
Ranked #27 of 178 Hotels in Sydney
Certificate of Excellence
Lexington, KY
Level Contributor
69 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 40 helpful votes
“The customer service at this hotel was not up to the Shangri-La standard”
Reviewed 21 June 2014

We have stayed at th Shangri La in other cities and had amazing experiences. In this case, the room was nice, the view was lovely and the location was terrific. We were very happy upon checking. Then we went to take a shower after a long flight. The shower could not maintain a temperature. It went from freezing cold to scalding (red marks after leaving the shower scalding.) It was absolutely impossible to take a comfortable shower. After both by husband and I experienced the same thing with this shower, we reported it to the front desk on our way out for dinner and were assured engineering would look at it while we were out. We didn't get a message or receive and other follow-up, we assumed it would have been fixed. The next morning, went to take a shower, nothing had improved. Still terrible, hopping in and out of the water to try to avoid the temp swings. We again reported it (each time in-person) to the front desk. Were told it would be fixed while we were out. Again, no follow-up, and no shower repair. I actually took to showering at the gym whereas my husband figure out how to take very short showers and avoid the spray when it was cycling through its temp extremes. We stayed SIX days and spoke to the desk every day, same results (nothing.) They never offered to move our room, never even asked if there was something they could do for the inconvenience, never did a manager or anyone other than a desk clerk address the issue with us. I told them I was showering in the gym, they apologised and thats it. This hotel is WAY too expensive for this level of service. The shower was finally fixed on the last afternoon of our stay. We got in one nice shower before the flight home.

  • Stayed April 2014, travelled as a couple
    • Value
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    • Sleep Quality
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    • Cleanliness
    • Service
Helpful?
1 Thank mwinfield
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Sedona, Arizona
Level Contributor
90 reviews
19 hotel reviews
common_n_hotel_reviews_1bd8 34 helpful votes
Reviewed 20 June 2014

Nothing wrong. The Guest Relations were top notch, the rest of the staff super friendly and efficient. Great view from the bar and resto on top of the Hotel. If you can, go for the "special" floors between floor 30 ad 35.

Room Tip: Do NOT take the room close to the elevator, as you can hear them passing by at night...
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  • Stayed June 2014, travelled as a couple
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Helpful?
Thank 909Magda
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Dublin, Dublin, Ireland
Level Contributor
5 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 20 June 2014

I was staying in the Shangri la hotel Sydney for 4 nights & found the hotel to be very comfortable.
I was on the eight floor & the views over the harbour were amazing. I was there for a conference & found the staff at all times very attentive & if I needed anything I didn't have to ask a second time. A beautiful comfortable bed awaited me every night while I only ate breakfast in the hotel
The selection was very good & made my stay very memorable .

  • Stayed April 2014, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Fina D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Brisbane, Australia
Level Contributor
32 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 15 helpful votes
Reviewed 20 June 2014

Great views, large rooms and good size bathrooms. The Blu Bar is a must for the spectacular views of Sydney Harbour (although quite dark and difficult to read the menu but worth the low lights inside to appreciate the lights on the harbour. I had a TV which was very troublesome, had someone come and look at it twice but gave up in the end. If you are travelling alone the location in terms of popping out at night to get something to eat may feel a bit unsafe for some.

Room Tip: Whilst views are good from all rooms if you are wanting the main harbour as your view ensure you boo...
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  • Stayed June 2014, travelled on business
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    • Service
Helpful?
Thank Jill C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Newcastle, Australia
Level Contributor
2 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 20 June 2014

Absolutely stunning views with fantastic service. We stayed during the Vivid festival and had the pleasure of being able to watch the lighting of the sails on the opera house directly from our room which I literally watched for hours as it constantly changed. The bedding is the best I have ever slept in at a hotel and an absolute delight to fall asleep in. The staff were very professional, polite and courteous. The executive club is also great. A great place to enjoy a cocktail is the bar on the top floor of the hotel, I enjoyed watching the bar staff work and I would recommend eve's temptation cocktail for everyone who enjoys a fresh flavour. Overall we had a fantastic time during our 3 night stay

Room Tip: Rooms on the higher floors have absolutely stunning views
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  • Stayed June 2014, travelled as a couple
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    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank kysejoy
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Level Contributor
11 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed 19 June 2014

Excellent location, staff and facilities.
Staff are friendly and you are warmly greeted at all times. No question or request is treated frivilously.
Although this may well be part of the training, it is relaxing to stay in an environment where staff personal attitudes or problems are submerged in the pursuit of customer comfort.

  • Stayed June 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with shangri-la.com

Helpful?
Thank Kenneth B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
England
Level Contributor
15 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
Reviewed 19 June 2014

Just on our last night of a 4 night stay. We've got the most stunning view of Sydney Opera House, The Rocks & Sydney Bridge. The rooms are lovely and the bed is the best ever .... My hubby wants to take it home with him. The quality of food is excellent and the staff very polite & courteous. The only downside its a steep climb up (and down) to all the sights ..... Hence the perfect views! This really wouldn't be good for elderly persons or anyone needing wheelchair access unless you are willing to taxi everywhere. Sydney is a great place and it is so easy to reach Central Quay from this hotel ..... From here there are regular ferries to the beaches of Manly & buses every few minutes to the world famous Bondi Beach. All in all a really excellent choice of hotel!

Room Tip: Ask for a room overlooking the Opera House & Sydney Harbour bridge ..... We had to pay a further...
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  • Stayed June 2014, travelled as a couple
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Helpful?
Thank pamatoldvic
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Shangri-La Hotel Sydney

Property: Shangri-La Hotel Sydney
Address: 176 Cumberland Street,The Rocks | Sydney 2000, Sydney, New South Wales 2000, Australia
Region: Australia > New South Wales > Sydney > The Rocks
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Kitchenette Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#3 Business Hotel in Sydney
#11 Spa Hotel in Sydney
#15 Romantic Hotel in Sydney
#17 Family Hotel in Sydney
#27 Luxury Hotel in Sydney
Price Range (Based on Average Rates): ££
Hotel Class:5 star — Shangri-La Hotel Sydney 5*
Number of rooms: 563
Official Description (provided by the hotel):
The Shangri-La Hotel, Sydney is perfectly positioned between the iconic Sydney Opera House and Harbour Bridge in the historic Rocks district. Within walking distance of the city's major shopping venues and tourist attractions, the hotel offers panoramic views of Sydney Harbour. A wide selection of dining options including Australian cuisine at award winning Altitude Restaurant, Mix and Grill in the all day dining restaurant Café Mix and fabulous cocktails at the glamorous Blu Bar on 36. ... more   less 
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Also Known As:
Shangri La Sydney
Shangri La Hotel Sydney

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