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“Shambolic organisation”

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Sheraton on the Park, Sydney
Ranked #33 of 179 Hotels in Sydney
Certificate of Excellence
Burton, United Kingdom
Level 6 Contributor
192 reviews
33 hotel reviews
common_n_hotel_reviews_1bd8 108 helpful votes
“Shambolic organisation”
Reviewed 8 August 2014

We stayed here for 4 nights at the beginning of our holiday and one at the end. The first night was booked as a late arrival – i.e. so we could use the room immediately we arrived in Sydney at 6am, instead of having to wait until late in the day to have somewhere to rest.

On arrival, it took about 40 minutes to check in – because they had decided that despite the late check in notice we were no shows – and it seemed clear they had a problem finding a room to put us in. Finally we were assigned a room which had a view of a back alley, despite our having paid for a park view. After we had rested we complained and were moved [a bottle of wine was given as compensation].

The next day we checked our paperwork and asked at the front desk because we were supposed to have been given a package containing the information we would need for the self-drive part of opur trip. The front desk denied all knowledge, so as there were a couple more days we thought we would wait till the next day – but still no package, so we phoned the tour company who said they had delivered the package to the hotel for us to collect on arrival. They contacted the front desk and eventually, we received a phone call saying a rucksack full of papers was there for us – and it was duly delivered to our room.

As stated above, we actually stayed at the Sheraton twice – 4 nights at the beginning of our holiday and one at the end. The poor organisation struck again: Despite our room and breakfast being prepaid, they tried to charge us again for the room and food. Then when they were told everything was prepaid, thy removed the room charge and tried to charge for breakfast. Only after we complained again did they correct their error.

So, fairly shambolic organisation by the Sheraton, but apart from that, the beds were comfortable, breakfasts were good and the rooms were quiet. Internet was the most expensive of all of the places we stayed – and also the slowest. So, the wifi was a bit of a rip off.

Room Tip: Make sure they give you what you have booked and complain when you are given anroom of inferior qual...
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  • Stayed August 2014, travelled with family
    • Sleep Quality
    • Rooms
    • Service
Helpful?
1 Thank UMPath
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Bernhard L, Manager at Sheraton on the Park, Sydney, responded to this review, 13 August 2014
Dear UMPath,
Please accept my sincere apologies for the several service shortfalls you had encountered on your stays at the Sheraton on the Park. This is certainly not the level of service we strive to achieve and rest assured I have shared your feedback with the relevant department heads to ensure this does not reoccur in the future.
Warm regards
Bernhard Langer
Hotel Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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3,770 reviews from our community

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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
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English first
Sydney, Australia
Level 3 Contributor
13 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
Reviewed 8 August 2014 via mobile

We stay at this hotel quite a bit , great location , very quite , staff are great , Westfield just behind hotel , so great for shopping , the room is big , big bath tub would recommend this hotel , right across from Hyde park

  • Stayed May 2014
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Bastock
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Bernhard L, Manager at Sheraton on the Park, Sydney, responded to this review, 13 August 2014
Dear Bastock,
Thank you for your recommendation and 5 Star Rating! I greatly appreciate your kind words and look forward to being of continued service to you in the near future.
Warm regards
Bernhard Langer
Hotel Manager
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Dubai
Level 5 Contributor
47 reviews
45 hotel reviews
common_n_hotel_reviews_1bd8 34 helpful votes
Reviewed 8 August 2014 via mobile

I had recently booked myself to stay here through the spg.com website. I had a prepaid rate and was all set to go. Then through a series of events I had to change my plans. I went online to cancel my booking and was offered a window of opportunity to make a cancellation without a penalty. When I claimed the refund, they initially declined. But when provided with the screen grab of the details. They refunded me my full money. It makes customers feel secure and good with the SPG brands. They have a great restaurant the "Feast" which offers a cozy private dining area which can accommodate a comfortable 20 guests, which we enjoyed.

Stayed August 2014, travelled on business
Helpful?
2 Thank DunamisArt
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Bernhard L, Manager at Sheraton on the Park, Sydney, responded to this review, 13 August 2014
Dear DunamisArt,
Thank you for choosing to stay at the Sheraton on the Park on your trip to Sydney and for your very kind feedback. Feast is certainly a very popular dining destination with great food and beverage offerings!
Warm regards
Bernhard Langer
Hotel Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Wagga Wagga, Australia
Level 5 Contributor
72 reviews
34 hotel reviews
common_n_hotel_reviews_1bd8 39 helpful votes
Reviewed 6 August 2014

The Sheraton in Sydney ticks all or most of the boxes. Very professional staff members, exceptional decor, outstanding rooms. An ounce of luxury.
I had room 510 which was perfect, but nobody told me that the room was close to an outside fan which switch on at 7 am and gave me the feeling to be close to a 747 engine.
The location is perfect.
The restaurant is outstanding with a great service. The room service is excellent but pricy. I paid more that 30 AUD for a pizza.
Anyway, definitly one of my favourite hotel in Sydney.

Room Tip: not close to an outside fan!
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  • Stayed August 2014, travelled on business
    • Value
    • Location
    • Service
Helpful?
Thank Alain55_13
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Bernhard L, Manager at Sheraton on the Park, Sydney, responded to this review, 13 August 2014
Dear Alain55_13,
Thank you for taking the time to post your review on Tripadvisor and for naming us your "favourite hotel in Sydney!"
Warm regards
Bernhard Langer
Hotel Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Level 4 Contributor
25 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
Reviewed 6 August 2014

Opposite Hyde Park means you have fantastic views and easy access to some good walking paths.
2 minute walk to Westfield and David Jones and within 5 mins to QVB and Myer.
We stayed in a suite with Exec Club access and the room was very spacious with a large bathroom. The bed was very comfortable and the room had all the accessories expected.
The Executive Lounge has a great atmosphere and the food and drinks available make it one of the best we've visited.
Service throughout the hotel was very good.

Room Tip: Ask for a room on the Hyde Park side.
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  • Stayed July 2014, travelled as a couple
    • Location
    • Rooms
    • Service
Helpful?
Thank Thommos4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Bernhard L, Manager at Sheraton on the Park, Sydney, responded to this review, 13 August 2014
Dear Thommos4,
Our location is definitely a drawcard for all types of guests, positioned in central CBD and walking distance to all that you would require. I'm pleased you also had the opportunity to utilise our Sheraton Club Lounge with beautiful expansive views of the Harbour and Hyde Park!
Warm regards
Bernhard Langer
Hotel Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Sydney, Australia
Level 2 Contributor
5 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 5 August 2014

Stayed here for one night and enjoyed it. Staff were friendly and the rooms were great. We enjoyed the bar for a quiet drink after dinner and they have some really nice cocktails.

This hotel would be great for anyone coming to Sydney as its location is central to most great landmarks.

Room Tip: Get a view over the park.
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  • Stayed August 2014, travelled as a couple
    • Value
    • Sleep Quality
    • Service
Helpful?
Thank Scott I
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Bernhard L, Manager at Sheraton on the Park, Sydney, responded to this review, 13 August 2014
Dear Scott I,
Thank you for choosing to stay overnight at the Sheraton on the Park and for your kind feedback. The cocktails are certainly a favourite of our guests!
Warm regards
Bernhard Langer
Hotel Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Auckland
Level 3 Contributor
23 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 16 helpful votes
Reviewed 5 August 2014

Love the location very handy to everything but that is where it ends... I have stayed here three times only once without incident. The first time I had the worst steak ever and was told they were a top restaurant when I gave feedback. This last time I had endless issues from poor room, inaccurate concierge advise to being double charged for my room. It took me international phone calls, countless emails and a month to get a credit which ended up being less than the extra charge. Still have not got a credit for the valet parking we were told we would not be charged for or the "upgrade" I was given to deliver the room I had booked for. If you want what you have paid for and a high quality level of service this is not your hotel.

Room Tip: Before you register insist on checking that you have been given a room that matches what you booked
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  • Stayed July 2014, travelled with family
    • Location
    • Cleanliness
    • Service
Helpful?
1 Thank Jill G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Bernhard L, Manager at Sheraton on the Park, Sydney, responded to this review, 13 August 2014
Dear Jill G,
Please accept our sincere apologies for the less than perfect stay and for the inconveniences caused. We hope to have the opportunity to re-instil your confidence in our Product, Service and Brand.
Warm regards
Bernhard Langer
Hotel Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Sheraton on the Park, Sydney

Property: Sheraton on the Park, Sydney
Address: 161 Elizabeth Street, Sydney, New South Wales 2000, Australia
Phone Number:
Region: Australia > New South Wales > Sydney > Central Business District
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Restaurant Room Service Suites Swimming Pool Wheelchair access
Hotel Style:
#7 Business Hotel in Sydney
#14 Romantic Hotel in Sydney
#15 Family Hotel in Sydney
#33 Luxury Hotel in Sydney
Price Range (Based on Average Rates): ££
Hotel Class:5 star — Sheraton on the Park, Sydney 5*
Number of rooms: 557
Official Description (provided by the hotel):
Enjoy a warm Australian welcome at the five-star Sheraton on the Park. Located directly opposite Hyde Park, the tree-lined oasis in the heart of Sydney, our hotel is a great destination to connect with friends, family, and colleagues. From the moment you walk through our grand entrance, you will enjoy all that our Sydney hotel has to offer. SPG Members receive complimentary in room internet when booking direct. Book direct today ... more   less 
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Also Known As:
Sheraton On The Park, Sydney Hotel Sydney
Sheraton Hotel Sydney
Sheraton Sydney
Sydney Sheraton

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