Mark Nathan

Review of ANA Hotel Sydney

Quite possibly the first time I've ever been disap...

Quite possibly the first time I've ever been disappointed with a Shangri La stay. The staff put in almost no effort at all. Everyone seemed jaded and lacked any sort of enthusiasm.

When staying at a Shangri La, you expect service to go above and beyond. Sadly, I did not see it this time.

The morning we flew in, we left something in the cab that we arrived in. Apart from the fact that we had to carry our bags into the lobby, it took almost half a day to identify the taxi that dropped us off (my mistake partly for not taking a receipt). I figured when the staff closed my taxi doors to welcome us in, that they may have checked the seat for anything left behind.

I take that on myself. I don't however appreciate the lack of interest of the staff in helping us locate the taxi. They were constantly preoccupied with other things and very shortly after a shift change, the next batch of staff had not been informed of the situation. We had to explain everything over again and to our dismay, this was never sorted out. We had to follow up with the staff multiple times to get a response.

Apart from that, the room was dusty, and as I am allergic to dust, it wasn't very pleasant. I brought it up with the staff, but the room remained the same.
Our room safe was broken and I had to request it to be fixed. Towels were not topped up, so I had to request for new ones (which also took 30 mins to get to us).

I had messages left for me on my phone, all of which were not delivered too me. It is not acceptable to call the front desk to get a "I'm not sure, let me check and get back to you" only to never get a call back.

The location and the view were the only things I was happy with this stay. Otherwise, for the rates we paid, I don't think I will be coming back here.