ANA Hotel Sydney Review

Very poor, the room was basic compared to the $645 price tag, there was no parking available at the hotel and the reception check in staff member was condescending when we were trying to explain our disappointment in that we had to park on the street after a 3 hour drive. Won't be staying there again.

Ate at Altitude restaurant, food and service was 5 star

Beautiful place but some issues related to check in and food/beverage onsite.

Shangri-La at the Rocks on Cumberland St is really a great hotel. Service is awesome and food is great as well..Rooms are top class .. I loved it here..

Very nice room, good breakfast but breakfast service was a bit erratic.

Clean, great service. Rooms are a little dated but has some elegance about it. Views are to die for!

We had the most amazing stay here. Checked in and they upgraded us to a lovely view of the harbour bridge. Very impressed will stay here again.

Very courteous staff, we appreciated the early check in for our family.

Overall okay. Price / performance ratio rather moderate

This is the first Shangri-La i stayed in outside of Asia, Shang-La has never failed me in all my stays in multiple Asian countries. For Sydney Shangri-La there are rooms for improvements, especially on Customers' Satisfaction, be more customer-centric.

This is also the first time in a 5-star Hotel, as a Club Room Guest, I was informed that Sunny Side Up is not served in the Club Lounge and if I insisted on having them served as part of my breakfast, i shall have to pay for it. I cannot believe this happened in a Shangri-La. A staff named 'LIN' at the Horizon Club is extremely well trained on how to turn down my request, including his final trump card to have me pay for it should I continue to insist on it served....good training provided. What a great manner to start a day, i skipped the Sunny Side Up, not really a big deal but the incident speaks everything about ATTITUDE.

Once I was in Shangri-La KL and its Chinese Restaurant Shang Palace was reserved for a special function. In order not to disappoint me, the Manager actually took my order from Shang Palace Chinese menu, had the table setup in the Horizon Club and I was served there. Is it the ATTITUDE or the SOP ? Which do you think is the right thing to do, if truly Customer's Satisfaction is what the Brand believes in ?

I wasn't sure if it is part of this particular Shangri-La Hotel's cost cutting efforts, that toiletries in the Horizon Club Room is not replenished daily but instead upon request. Thus, I requested every day. 1 small bottle of body wash is generally not sufficient for 2 adults in a day, if 2 showers taken by both in a day.

Generally, it is still a good stay in Shangri-La Sydney Horizon Club Room; with magnificent view of the Sydney Opera House, tip top cleanliness despite size of the room is a small and regular call for toiletries replenishment.

Great hotel which was very close to everything we needed. I was a 5 minute walk to the rocks and a 10 minute drive to Luna Park! We were lucky enough to be upgraded upon arrival which was very cool. This was particularly nice considering we had a small child with us and gave us some extra space. We had dinner in the lobby bar and while the food was very nice, the cocktail menu was very limited and the beer seemed to be flat. This however, could have been due to the style of glasses you use for beer.

First time staying in Shangri-La, Sydney, the front desk service attitude is very good.

I stayed for two nights, and I went to the bar on the top floor. The first night I sat next to the window and there was no minimum consumption. On the second night, three girls had a minimum consumption of 300, and different tables had different prices. . It would be much better if there were some paper listings, and not every employee said the price would be more or less different. . Experience is not great

Great hotel. I was invited to a friend's suite for a birthday celebration and it was huge and amazing!

Staff and room were excellent.
Two occurrences that were a hiccup were an room order of Australian cheese board was ordered and a piece of cheese cake arrived. Which after another wait it duly arrived.
And an second pre- authorisation was taken of our credit card during our stay.
These issues were a little disappointing but we were happy that they were sorted out by the courteous staff at the hotel.

Our whole stay right from the start was disappointing. Staff were unfriendly and had difficulty understanding English. Room service food turned up cold EVERY time and was excessively priced. Our two year old son got served BOILING water in the restaurant at breakfast in his bottle !!!!! I asked for iced water and had I not checked it first he could ve ended up seriously injured. Staff tried to charge me for mini bar items we didn t even touch.Housekeeping turned up at 9.30pm trying to service our room when my son was fast asleep when all I asked for was some towels and bottles of water. Our fridge didn t close properly so all drinks were warm. $6 room service tray charge a disgrace. The list goes on!

EDIT: I was contacted by the head of Room Service to apologise for the poor service. Was reassured I would be contacted by head of all other departments involved. That was over a week ago. What a JOKE

The hotel in now dated and is in well need of a revamp. The views are to die for however. Long waits for the elevators on multiple occasions, make sure to take that in to account with other bookings or reservations.

Very good location. Room with views of Opera House and Harbor Brigde recommended.

Blu Bar on Level 36 has lost none of it's appeal with spectacular views north and sunsets i the west.

First night the heater did not work. I took 30 mins for an engineer to come to my room. I was told that the hotel would move me to a new room however your staff forgot to move one of my shirts.

I checked into my new room the second day however only to find out that the room was not locked. Door was open with my stuff in the room. Anyone could have had access to my room and take my luggage. I requested the duty manager to follow up with what had happened, however did not get a response. I am not sure how a hotel such as the Shangri-la could have such a security issue.

Pros - Amazing views of Opera House and harbour bridge. Great hotel staff. Loved the breakfast buffet.
Cons - bad wifi (YouTube would not work), USB charger in our room didn't work. Valet parking can be slow.

John who took our bags was the first person we met there. He was amazing. Tremendously helpful and kind. He gave us recommendations on places to go and was just a really good guy. He set the tone for our stay which was amazing.

My only recommendation would be to keep the pool open later.

Cocktails on level 36 were amazing and breakfast with the most amazing view was fabulous.

Room is warm and there is only a doona so be prepared for no sheets!

Great service, beautiful views of the harbor, such a pleasant stay.

Very friendly welcome on check in. Room very clean and well presented. Stunning views of the Bridge and Opera house. Very happy with our choice of accommodation in Sydney, walking distance to all the highlights of the rocks area. It's well worth a stay, highly recommend.

What expectations are too big breakfast room service or the condition is little buds ahswiwoyo

World class hotel . The views of Sydney are fabulous.

Very good view and Large room. Check in counter Korean Girl is very kindly! Highly appreciated
The Korean female staff at the counter was very kind and upgraded at an additional cost~

Do not make any mistakes about your booking. I double booked by mistake, informed them that I made a mistake days before. But they still charged me for the other room (without telling me that I would be til the last day of my stay). Rooms are old, far from places to get food. Not convenient. No bus stops or train stations nearby. I expected better. Would not stay here again.

The food at the father's day buffet was not a high standard for the price you are paying

Probably the worst shangrila in the world, but anyway it is still a shangrila, despite the the bad location and a bit aged decoration it is still a eligible five-star hotel, at least better than Hilton .
This is a totally smoke free hotel btw, dunno why it is said to have smoking rooms on some websites

Very dissapointed in the hotel facilities and room. Over priced and outdated go boutique instead

Exceptional luxury, good service and great location. You have to try their afternoon tea ;)

The room was perfect, the views of the harbour were amazing. So that I rate full 5 stars

However the breakfast I'd rate a 1 star as it was barely edible. It was a huge disappointment as our stay had been great until that point. The sausages tasted like they had been cooked the day before and reheated again that morning. Bread was stale.

McDonalds breakfast would have higher quality and nothing near the $40 price tag. Save yourself some money and have breakfast out somewhere

Very nice rooms, and if you are lucky nice Harbour view. Pretty pricey though.

An absolute pleasure to stay here! Great services and atmosphere. Highly recommended for anybody looking to stay in town.

We had been involved with the life changing fires in our community and I work in Pathology with NSWHealth Pathology . As you can imagine we needed a break to recover. We thought that a few rare days off would be just what we needed.
Unfortunately this was not to be and we have come home feeling stressed, not relaxed and frustrated. We are well aware of Covid 19 and how soul destroying it can be. I work with it everyday. BUT, the 4 days away have done little to ease our minds or improve our well-being.
1st of all we wanted to pay cash so as to have it out of the way. This was impossible apparently!! All you needed to do was swipe our card .... but you wouldn't... I guess this was because of some arrangements you have to put a surcharge on the account. So we were off to a bad start. Then after the Valet had taken charge of the car I was told about the parking fees. Ridiculous.
Our room was amazing with a fantastic view, the Horizon Club was great and the staff are wonderful.
The next day the shower blocked up and the maintenance guys needed to be called. Also we did ask the front desk to have our room done as we would be out most of the day. We were, and imagine our surprise when we got back to our unmade room my husband had to call and remind the front desk.
Then we received a phone call from the Valet Manager that our car had been damaged. OMG I thought that Tony would go completely off the chart . Its a very expensive vehicle that is not quite 6 months old, why did it have to be changed from its original position 3 times ???? I suppose it looked good out the front of the Hotel to have smart looking cars parked there to incourage people to come on it. This should never have happened and we are so very disappointed... we both work incredibly hard to have nice things, we look after them and expect others too as well. Ali was very professional and totally honest when he alerted us, but all of this could have been avoided. The rot didn't stop there .... the shower backed up again and this time swamped the whole floor. We did let the front desk know again, but we noted that they also had lost interest !! By this stage we have just about had enough. We couldn't get into Altitude or the Blue bar because of numbers i guess .. . But shouldn't hotel guests be allowed in before others.!!
At times we felt that we had been overlooked when at Horizon Club and needed to ask for drinks and snacks.
Unfortunately this just wasn't a pleasant experience for either of us.

A Great Experience, phenomenal views - THE BEST in town. However staff should be a bit more warm and friendly, lifts on occasion did take 25 minutes to serve and hotel overall shows signs of aging.

We highly enjoyed our stay at the hotel, exceptional room with amazing views!

The Horizon Club is well worth the experience and a thank you to the staff members that served us on the night!

The longue section always has a waiting, but the view is to kill for!

Perfect, super friendly and attentive staff. Great view from my room, would 100% stay again

Always a pleasure to dine at Altitude. Although the seating arrangements are very murky and unprofessional, especially when a window seat had been requested. The wait staff a beyond exceptional and so is the food, our only disappointment was the seating, despite an available window seat, we were made to sit on the middle table.

The customer service, cleanliness and overall feel of the Shangri-La Sydney is very appealing. The rooms are well appointed with awesome views and so beautifully quiet for a great nights sleep! Location is good and the greeting staff out the front are a credit to the facility. Only negatives would be parking and drink prices, I feel these are a little excessive. However, it's only a short walk to a wide range of competitive bar facilities. In summary, it is a lovely experience especially for couples!

We were looking to have a wonderful relaxing night at your five star hotel, however that all fell apart when we arrived at the hotel just before 4pm to check in? We were herded (politely) out through another door and joined a Very long line of other guests waiting to check in; two and a half hours, yes, two and a half hours later, we made the check in counter. While on the line, not one staff member walked the line to advise why the delay or even offer an apology.

When we were approximately a distance from the counter, where water was offered to those in front of us, however they had run out and said "I will be back with more very shortly". After about 20 minutes, it never arrived so I had to go request water for the rest of us. I recently had knee surgery and having to stand in a line for 2 1/2 hours did not help. Yes I may have been able to sit on a chair however I was not going to sit, get up and move the chair, sit, get up and move, etc........ I had even called the hotel a few weeks prior to the booked date, as it was a long weekend, suggesting if they would prefer to move my booking to another date as people may have wanted two or three nights as opposed to my one. I was advised that there were plenty of vacancies, so all good. That purely was not the case in having to queue for so long?

After reaching the check in counter, the attendant was very polite. We asked why the delay, however he was vague about why? Also asked if I could have a higher floor but was told the Hotel was "full" which is different to what I was previously advised. I told the attendant how disappointed I was with the situation, and having to forgo our dinner plans (which was part of our relaxing weekend) as it was now to late. After a period of time, we were offered $100 credit, which is not what what we had wanted, however I did accept. We ordered room service and most of the credit was taken up ($78) with two club sandwiches. That is an expensive sandwich???? The room was offered as a Darling Harbour View room, but that did not happen either. The view was of the multi-lane road off the Harbour Bridge, high rise buildings and a very small portion of water. Not what I would call a "Darling Harbour view" We were on the 9th floor - room 904

I am now retired, however when I was working in the mining sector, I was required to travel quite a lot and stayed in many five star hotels throughout that time and have never had to wait that long. I was even a prior member of the Golden Circle scheme, but, when you retire, you don't stay anywhere near as often as when working, therefore, I dropped off the grid. Also, I was a high rated member of a number of hotels and have never seen this before, even prior to become a high rated member.

It was not a good experience. You get the 1.5 rating because of the credit? I am sure if you were in my shoes at the time, you would feel the same way.

Regards

It was very nice, the staff were very helpful despite me tripping over my feet at the start of my stay. The room and the view was a big WOW! couldn't have asked for better

Lovely hotel with great staff and amenities, alongside some wonderful views of the Harbour. Very happy to be greeted by some very friendly and helpful staff, and shown to a beautiful suite. The room was clean, spacious, had a wonderfully comfortable king-size bed - and my wife appreciated the pillow menu, even if she couldn't decide on which she wanted. We did notice that the doors into hallways are a bit thin, as we could hear the neighbour's kid screaming at ungodly times of the night and morning, however I wouldn't hold that against the hotel.

Your Front Office Manager - Katrina - is a rockstar. I can't say enough about how outstanding her treatment of us was. We had issues with our reservation and after helping us try to resolve them ourselves (unsuccessfuly), she told us that she did not want us to continue to struggle with it and that she would take over and for us to just enjoy our stay.

Having travelled extensively, I can assure you that there are not many "Katrinas" out there. Don't ever let her get away!

I went to Shangri-la with friends for a surprise birthday catchup high tea session over the weekend and the staff were absolutely fantastic service-wise as well as accommodating our requests include surprise messages and special dietary requests. Food was great as usual and we had no complaints.

Hotel was very clean and organised. Valet patking was reasonably priced as well. Was a great place at attend a function.

Stayed 3 nights in Executive room on 28th floor with Opera House view ( The OH is not directly in front of you; it's at an angle from the left window bench ) Overall it's a very pleasant stay. Initially at check-in I was told I need to pay $65.00 extra because I booked a Deluxe room on lower floor for the last night ; then it was lowered to $60.00.
This was still incorrect because on their website & Qantas website the difference was only $40.00 which was eventually agreed upon that I should only be charged $40.00. It's always worth it to double check.
The windows are definitely overdue for a major cleaning.

The service was on point. The staff there were amazing, and everything you could ask for when having a wedding there. Attending a wedding there as a guest made the experience run quite smoothly, and I would recommend this venue to anyone thinking about choosing this venue for a wedding or a function.

The staff was very helpful and kind. Room was pretty and very clean. Location is great as everything was in walking distance to the Harbour and shopping areas. Would stay here again!

I loved everything about your hotel apart from the slow lifts, some of which were invariably out-of-order during my stay. But - apart from that - I loved the experience.

Great friendly service. Views from room were amazing - harbour Bridge and Opera house.

Loved the room great views good price will deffinitly stay again

The hotel is very clean and quiet for sleeping. The food in both restaurants was delicious.

Our two night stay was special to us and your staff ensured that every moment was just that.
We booked Altitude and the staff were exceptional
We booked a spa treatment at Chi and the two hour treatment was very professional and heaven. The whole weekend was memorable and we thank your management and staff for a making it special for us.

Excellent hotel close to the old city - historical precinct!

I really loved staying there very helpful staff love to come back...

Great service. Made our stay very memorable. Great views. Special shout out to the team who provided excellent service.

Very helpful hospitality staff. Good food and great view from blue (L36)

We absolutely loved our stay - in fact we wished we could have stayed longer to enjoy the hotel facilities. The pillows and beds were so comfortable/luxurious. I loved our view we were in 2512 overlooking the Sydney Harbour. It was my 50th birthday and we received 2 complimentary buckets of champagne and a birthday cake and chocolates. Overall I felt very spoilt and found the staff incredibly helpful. At the end of our stay we needed to park outside to collect luggage and your parking attendants were so gracious, allowing us extra time to collect things and they even turned off our headlights which we'd accidentally left on!

House keeping of our room was poor as there was a stain on the bed sheet prior to going to bed as the person never replaced bed linen with clean and I had the get someone to redress the bed that night while I was wanting to go to bed, also we was told it would be done straight away yet we was made to wait 40 minutes until someone came to do the bed, No credit or restrubution at checkout of the hotel was given either which is extremely poor for a high class hotel as the Shangri La Chain. You would rather have guests not return than to try and make them feel better which is sad.

Second time that we have had dinner here, will definitely go back. Beautiful food, excellent service and amazing views of the harbour bridge and opera house.

We stayed overnight to celebrate our 25th Wedding Anniversary. We had our reception at the hotel 25 years ago when it was the ANA Hotel so thought it fitting to return. We had drinks at Level 36 and then went out for dinner as our daughter was taking us as a treat.

Difficult to use the AV and other alternative viewing functions on TV

Didnt like there buffet fooooooooood was cooooooooooooooooooold
And not worth what you pay for

The hotel was very nice. We went to altitude on the 36th floor for a networking event. The hotel staff was kind and the food was good!