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“Property is fantastic but customer service is poor”

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Meriton Suites Kent Street, Sydney
Ranked #25 of 186 Hotels in Sydney
Certificate of Excellence
Reviewed 26 June 2014

This a modern, central and superb looking property, with great guest amenities and fantastic apartments. The rooms are spacious, well appointed and have great views.

Staff on the other hand are not first-rate. Any request is met with disregard, as if you are using up their time troubling them. They call "managers" on the phone to seek answers, then tell you no. Front desk were the worst - head elsewhere if you want anything. A request for one page photocopy (we were staying on business) took 5 minutes to work out if the copier was operating, then in the end they asked for the page to be emailed. We went to World Square after 15mins of getting nowhere.

Room Tip: Ask for a western view if you want to look out to the harbour and the Blue Mountains
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  • Stayed: May 2014, travelled on business
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Review collected in partnership with this hotel
2  Thank Stephen L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MSAKentStreet, Administration Coordinator at Meriton Suites Kent Street, Sydney, responded to this reviewResponded 29 June 2014

Dear Stephen L,

Thank you for taking the time out of your busy schedule to review your recent stay at Merion Kent Street.

We are so pleased to read that our luxury furbished apartments that feature gourmet kitchens, internal laundries and modern bathrooms were of great use to you. Our apartments also offer complimentary 1GB of Wi-Fi internet per day ideal for the business traveller!

Please do accept our sincerest apologies about the poor customer service you received. At Meriton Kent Street we pride ourselves with our high standards of quality customer service to ensure each and every guest request is fulfilled if not exceeded. Thus to read that we didn’t achieve this for you is very disappointing and please be assured that relative management are investigating this further. It is feedback such as yours that allows us to re-evaluate on our processes and procedures to maximise and increase performance and customer satisfaction, therefore we truly thank you for bringing it to our attention.

Stephen L, thank you for sharing your feedback with us and the Trip Advisor community and we do hope you will stay with us again so we have another opportunity to deliver the full five star service to you next time.

With Warm Regards,
Carol N

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4,023 - 4,029 of 6,040 reviews

Reviewed 26 June 2014

My teenage daughter and I checked in on Friday 6th June and checked out the next day. The receptionist was polite and efficient. The concierge was helpful and cheerful.

Our room was at the corner. It was very roomy and spacious. There are everything one expects to have in a Five-star hotel, plus the kitchen utensils and cutleries.

The bathroom was bright and sparkling clean.

  • Stayed: June 2014, travelled with family
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Review collected in partnership with this hotel
1  Thank chow97
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MSAKentStreet, Administration Coordinator at Meriton Suites Kent Street, Sydney, responded to this reviewResponded 29 June 2014

Dear chow97,

Thank you for providing us with such a lovely five star review!

At Meriton Kent Street we pride ourselves on our modern, spacious and self-contained apartments always keeping in mind the comfort of our guests. In addition to our fantastic apartments we also have pool, spa, sauna and gymnasium facilities available to all guests who choose to stay with us.

It is always pleasing to read when your hard work pays off and we helped make another guest enjoy their stay with us. So thank you for such an enlightening review and for recommending us to your family and friends. We very much look forward to welcoming you back again soon.

Best Regards,
Carol N

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Reviewed 26 June 2014

Great for families! Location is within walking distance to Chinatown and Darling Harbour. Hence, never had to worry about food. We stayed in a 2BR apartment. The apartment was well kept, well equipped and spacious. The service staff were very polite and helpful. Would definitely recommend Meriton as a good place to stay to friends.

  • Stayed: June 2014, travelled with family
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1  Thank Mabel_38
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MSAKentStreet, Administration Coordinator at Meriton Suites Kent Street, Sydney, responded to this reviewResponded 29 June 2014

Dear Mabel_38,

Thank you for your reviewing your recent stay with Meriton Kent Street.

It is such a pleasure to read how much you enjoyed your experience with us. We work really hard as a team to offer a quality product whilst delivering exceptional customer service for each and every guest. Thus to read that we could deliver this for you is very pleasing.

At Meriton Kent Street we pride ourselves with our affordable and quality serviced apartments that not only have outstanding city views but are also self-contained with kitchen and laundry amenities ideal for guests travelling with families!

Once again thank you for sharing your feedback and we very much look forward to your return soon.

Warm Regards,
Carol N

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Reviewed 26 June 2014

Friendly and courtesy staff also allowing us to book in prior to 10am and leave our luggage until our room was available, as our trip was only a short stay we were unable to use the swimming pool but it looked stunning, good central position, large and spotless apartment ,definitely will stay again

Room Tip: no spare blankets provided
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  • Stayed: June 2014, travelled with friends
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Review collected in partnership with this hotel
1  Thank Darryn R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MSAKentStreet, Administration Coordinator at Meriton Suites Kent Street, Sydney, responded to this reviewResponded 29 June 2014

Dear Darryn R,

Thank you for taking the time to review your recent stay at Meriton Kent Street.

We are overjoyed to read that you had such a fantastic experience with us. Our team work really hard to meet if not exceed individual expectations, thus to read that we have delivered that for you brings us great fulfillment.

All our spacious and modern apartments feature gourmet kitchens, internal laundries, and modern bathrooms which we are so pleased you enjoyed.

More so our location provides easy accessibility to major public transport options such as bus services, town hall station, ferries and taxis. If guests prefer walking, there are plenty of attractions such as China Town, Darling Harbour, Hyde Park, IMAX theatre, the Capitol Theatre, and an abundance of cafes, restaurants and shopping outlets all within walking distance of our property.

We really appreciate you taking the time in reviewing Meriton Kent Street and we hope to accommodate you again soon.

Kind Regards,
Carol N

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Reviewed 25 June 2014

I was looking for a three bedroom apartment in central Sydney for a business-mixed-with-pleasure trip. Something comfortable, clean, mid-range price point. They're not that easy to come by, so when the search threw up the sub-penthouse option at Meriton Serviced Apartments Kent street, I figured there was no way we'd be able to afford that on our budget. Wrong - what we would have spent on three individual rooms over two nights was more than the Meriton over the same period and there's NO WAY we would have had the facilities that the Meriton sub-penthouse provided.

For a start it was on the 56th floor!! Not great for those with vertigo but that didn't bother any of us, especially as we arrived just on dark during the Sydney Light Festival - stunning. Check in was quick, efficient, friendly. The front desk person who checked us in was Rondel (?? - from the Phillipines). He was very helpful throughout our stay.

The apartment - at the risk of over using superlatives, was amazing. Two level, living downstairs, bedrooms upstairs via a lovely sweeping staircase. Full kitchen facilities, which unfortunately we never got a chance to use but honestly, we could have catered for fifty plus from that kitchen and the best appliance ever (once I figured out how to use it...), a Nespresso. Enormous living/dining, balcony. Good size bathroom upstairs shared by two bedrooms (that also shared another balcony), and an ensuite/walk-in wardrobe, with a spa bath in the master. Every bedroom had a flat screen television with Foxtel, really comfortable beds and nice soft furnishings.

I guess the only thing I would take issue with is the price of the car park per night but that's the same all across Sydney, not specific to this establishment.

The worst thing about the stay was having to leave!

  • Stayed: June 2014, travelled on business
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1  Thank wahine9
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MSAKentStreet, Administration Coordinator at Meriton Suites Kent Street, Sydney, responded to this reviewResponded 29 June 2014

Dear wahine9,

Thank you for choosing to stay at Meriton Kent Street.

You have depicted our sub-penthouse apartment in such a descriptive way and we are very pleased that it was of such great use to you!

All our spacious and modern apartments are self-contained and well equipped with kitchen and laundry amenities that provides our guests with everything they need to have a comfortable and enjoyable stay. Furthermore we provide resort style pool, spa, sauna and gym facilities for any guest staying with us for maximum relaxation and comfort.

Our team are more than happy to be of assistance to you. We strive to ensure each and every guest need is met if not exceeded thus to read that Ronel achieved this for you is fantastic and very well received.

Once again thank you for taking the time to review your recent stay at Meriton Kent Street and we very much look forward to your return.

Warm Regards,
Carol N

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Reviewed 25 June 2014 via mobile

We stay at Meriton Kent St on each of our visit to Sydney and it has never failed us. This trip, we arrived at 6.30am and though we were already informed that our room will probably not be ready upon arrival, Tyson and Stewart were really wonderful in helping us get one right away, which was great cause my 7yo could get back to his sleep after our 8hr flight.

We got a two bedroom apt which was great. Though the place was clean, they could improve slightly on the cleaning of the place as it was still a bit dusty. We also had an issue with the smell from the garbage room which left a bad smell along the corridor but this was handled immediately after being informed.

Meriton on Kent St is ideally located and walking distance to Chinatown, Paddy's Market, World Square (5 mins walk and where you can get your groceries from Coles) and not far from Chinese Garden and Darling Harbour if you enjoy walking.

Stayed: June 2014
1  Thank fairus26
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MSAKentStreet, Administration Coordinator at Meriton Suites Kent Street, Sydney, responded to this reviewResponded 29 June 2014

Dear fairus26,

Thank you for sharing your experience at Meriton Kent Street with us and the Trip Advisor community.

We are very pleased to read that you enjoyed your stay with us! As you discovered our location is ideal within walking distance to Darling Harbour, Hyde Park, Chinatown, Centre Point Tower, major public transport options and an ample amount of cafes, restaurants and shopping outlets spoiling you for choice!

Our team are always more than happy to accommodate our guests as efficiently as possible to suit their needs. It is our passion to ensure you have a joyful, relaxing and hassle free experience with us that you will remember for all the right reasons.

Once again thank you for taking the time in reviewing your recent stay with us. We look forward to welcoming you back in the near future!

Kind Regards,
Carol N

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Reviewed 25 June 2014

We were in Sydney for the Rotary Convention--the Meriton was close to public transportation--we never needed a car (we're from California where cars are an absolute necessity) ..the studio was bright and cheerful--very clean--housekeeping wonderful and the washer-dryer an incredible convenience as we had been traveling and need to do some washing. It was quiet, comfortable, roomy and our absolute favorite accommodation on a three weeks trip that took us all over Australia. We would definitely return...

  • Stayed: June 2014, travelled as a couple
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Review collected in partnership with this hotel
1  Thank maggieandyoda
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MSAKentStreet, Administration Coordinator at Meriton Suites Kent Street, Sydney, responded to this reviewResponded 29 June 2014

Dear maggieandyoda,

Thank you for choosing to stay at Meriton Kent Street.

We are so delighted that we were able to accommodate you so well for your travel needs. Being located where we are allows us to be in close proximity to Town Hall Railway Station, multiple bus stations and ferry terminals as well as an abundance of shopping outlets, restaurants, cafes, and tourist attractions such as Darling Harbour, Hyde Park, Centre Point Tower, Queen Victoria Building, Chinatown and so much more that Sydney has to offer.

Once again thank you for your lovely review. We truly value your feedback especially from an international guest! We look forward to accommodating you again at Kent Street or at any of our Meriton properties across Sydney, Brisbane and the Gold Coast.

Best Regards,
Carol N

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Additional Information about Meriton Suites Kent Street, Sydney

Address: 528 Kent Street, Sydney, New South Wales 2000, Australia
Region: Australia > New South Wales > Sydney > Central Business District
Amenities:
Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Kitchenette Room Service Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#11 Family Hotel in Sydney
#13 Romantic Hotel in Sydney
#14 Business Hotel in Sydney
#25 Luxury Hotel in Sydney
Price Range: £106 - £287 (Based on Average Rates for a Standard Room)
Hotel Class:4.5 star — Meriton Suites Kent Street, Sydney 4.5*
Number of rooms: 430
Official Description (provided by the hotel):
Immerse yourself in superior comfort with contemporary furnishings, a fully-equipped kitchen, internal laundry and luxury bathroom amenities that feature in all 430 suites. Our suites come up to three times larger than the typical hotel room, including our Studio and 1-bedroom suites. Indulge in an uncompromised stay with 2 and 3-bedroom suites designed with a complete second bathroom and copious living space. Towering at an impressive 56 floors high, guests can enjoy captivating views from our Altitude Suites, witness glistening night lights over Darling Harbour from our Darling Suites or experience the ultimate luxury stay from our Penthouse Collection suites. Unwind in the hot bubbles of our large spa, sit in the hot steam of our sauna or give yourself a workout in our exclusive fitness centre and heated lap pool. Situated in the centre of Sydney’s vibrant city, Meriton Suites Kent Street promises the perfect mix of attractions, shopping, entertainment, dining and culture. ... more   less 
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Also Known As:
Meriton Serviced Apartments Kent Street Hotel Sydney

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