ANA Hotel Sydney Review

Exceptional in every way! Concierge lounge was phenomenal and so was the restaurant. We loved the staff- especially Josh, Anna and Emily. They made our stay special!

Amazing! The staff is attentive and the hotel is beautiful. What a wonderful place to stay!!

very nice place also if some furniture is a bit old and not well manteined.
the lift must fonction better.
all people working at shangri la are very nice in particular Erica very nice,helpfull and professional.

We stayed at the Premier Grand Harbour View room about four times now, and we can't get enough of this room! The room looks exactly like the pictures with absolutely stunning views of Sydney. We ordered room service which was also amazing and basically didn't leave the hotel room haha. Thank you for making it so memorable and beautiful for us, so much so that we came back so many times!

All your staff at the hotel we met were very helpful / pleasant and a credit to your company. Many thanks to your Concierge for all their assistance.

View was lovely, staff friendly and polite. Bed was comfy, however room temp didn't go low enough to compensate for a warm doona, so we had a sweaty night. Room was dated and could have done with a rethink on layout. A small table and two chairs would have been helpful. I was most disappointed with the scrambled eggs I received for breakfast. For the price I paid, I would have expected something of a cafe quality, but these eggs looked unappetising and tastes worse - and they possibly came out of a packet rather than straight from a shell. While I understand that COVID impacted dining room capacity and turn over, long queues for dining are unacceptable and allowing bookings may have been helpful in crowd management.

Fawlty Towers plus. -- I have written a number of reviews for Google and they have all been positive (if I rightly remember). I don't want to write negative ones generally. But this was such an ordinary experience that, well, here we go: Upon arrival at the Shangri-La at 4pm, we were informed our room wasn't ready. I was told I would have to wait for at least 15 minutes. I said I didn't want to do that, and I was offered another room with a king-sized bed and a roll-out? sofa? bed. I said no, I didn't want that either. Suddenly my room was available after all. Went to room. In room, later on that evening I discovered that lightbulbs were missing. I called reception, and they sent someone up to replace. While the man was there, I asked if it was normal that the quite large corner of the room where the table was was entirely dark. The man told me that "normally" there was a standard lamp there, and left. I rang reception and asked them to bring a lamp so that we didn't have to have the room service in darkness. Eventually a lamp was brought. (I have never, ever been to a hotel where I had to request a piece of furniture before!!). We went to bed. At about 1am, we were awoken by some very robust partygoers in the room next door. The walls, and adjoining connecting door were SO thin that I could hear everything, which was embarrassing for everybody. I called reception (I was beginning to become "that" customer which was awful) and asked someone to come up and get the people to keep it down. They did. The next day, some new guests checked in to the same room next to us. Later that night, those guests had a loud screaming match that lasted for the best part of 30 minutes. (It was so loud that I can even tell you why their relationship was falling apart - a man called Barry.) Again, I rang downstairs. The next day, the woman I spoke to on the phone said the hotel had sent someone up, but there was 'nothing to report'. I was furious. Missing furniture; two nights of rowdy guests; and now the hotel denying the incident had happened. There is definitely a culture in this hotel of glossing over inconvenient realities. At this point, someone said I could have a different room. I said no because I didn't want them to think I was being a pain just to get free stuff from them. However I was offered $100 in 'room credit' which I refused also, but then discovered was factored into my final bill. -- On the plus side, the pool is lovely and there was a very pleasant woman in reception called Lo (?) who was extremely kind.

I stayed as a surprise birthday gift for my partner as well as attending high tea. The room (2213) was amazing! The staff were wonderful. High tea was delicious! Since it was a treat for us, we probably won't be able to stay again soon, but it was definitely well worth splurging to spend his birthday at the hotel.

Ideal location in very near to circular quay and shops restaurants and pubs .
Very friendly staff , a great rooftop bar with the best views of harbour and sights .

Loved my stay here for my birthday. They upgraded us and were spot on with service. The view from our 21st floor was amazing of the harbor. I would stay here again.

Overall, very good.
The room service meals were a bit subpar and could have made it a 5.

After requesting some sort of early check in and being denied weeks before, we asked again we arrived after 36 hours of travel. We were told for 15 a night we could slightly upgrade and have a room in an hour. Exhausted we agreed after verbal verification. However it was to be 50 a night which we found once we got a bill. However since the addition was included in the form I signed (handwritten and once again I was barely conscious) there was nothing they would do. Mind you we still waited over 3 hours for this room. A number of other small annoyances as well. Couldn't get ice delivered in a two hour period after ordering. Couldn't get the staff to let us know when our ride arrived or take our bags out. They even blocked us in so they could spend several minutes talking to another leaving guest.

Booked my birthday party at Altitude restaurant 2 months ago & asked to be seated at the window. On arrival they put us in the back corner facing the walls! Greatly disappointed! When I complained they told us we can go elsewhere. Over priced & over rated Not worth the money including the food & poor customer service. Buyers beware. Altitude with Attitude!!

Love the Shangri la. Only complaint would be that your charges for room service food are way way way to expensive. $22 for a tiny finger of slice and not even a scoop of ice cream to go with it?? Give me a break. Other than that we love the hotel

Thank you Shangi-La, Had the best experience our stay was amazing

Fantastic! Really comfy bed and beautiful view! Friendly and helpful staff.
Only downfall was the shower was a bit small.
Overall we had a lovely stay.

Overall excellent service. Love the position and views. Bluetooth on one of the media centres in the room did not work. Lifts were slow but understand been upgraded.

Five star hotel easy to go any where also good food.

Always a pleasure to dine @ Altitude. Service is most definitely SIX

Everything is good except the champagne in the bonus pack. Your website mentioned that will come with a FRENCH CHAMPAGNE, but in fact i received a bottle of sparkling wine from Australia, and actually that night was my girlfriend s birthday, we were bit upset about that. Hope you can improve that and dont give false information, thank you.

My Husband and I stayed for 2 nights, celebrating our 1st wedding anniversary.
- We thought the bath was going to be bigger - it was just a standard bathtub so did not use the bath with the Essential Oil Epsom Salts we had packed.
- We used the Pool for only a few minutes as there was 2 women constantly yelling in an Asian language which
was unbearable. - We were directed to the steam rooms as an alternative, unfortunately this is not something we could enjoy together.
- Most disappointing was that our room was not serviced at all, we left our room Sunday morning and returned late in the afternoon - we did not require our bed linen to be changed, but the room had not been serviced at all.
Luckily we had purchased our own milk for coffee.
- We enjoyed a lovely dinner in your restaurant on Sunday night - I did notify that it was our wedding anniversary celebration on our booking , yet we were not offered a window table.

Had a really lovely stay, room was divine, service fantastic and great food. Whole experience was what you hope to have at a 5-star hotel, coupled with lovely staff, who are friendly, approachable and polished.

Poor service, terrible food. Although nice views and Rooms.

The best view in Sydney from your room, what more can you ask for?

I have stayed at Shangri la Sydney on a number of occasions. While each time has been good. This time was absolutely fantastic. And that comes down to staff. They were absolutely wonderful. Professional, accommodating & friendly. From the horizon club to altitude to house keeping and room service. The team you have at the moment makes your hotel stand out from the others. Well done. An extra special mention to Francis at the Horizon club who made us feel like King s and queens. Thank you

Great hotel staff and facilities. Rooms are always good. Hotel Location in the Rocks area perfect for visiting Sydney

Only one of the best hotels in Sydney with views to die for, has a lovely restaurant and bar at the top floor

We arrived in our room with a lot of small cockroaches in the bathroom, closet and beside the bed. It was a horrible experience for a 5-star hotel where we paid $522 for one night!!!!!! The solution they had was to transfer us to another room but the view of the room where we transferred us to was not as good as the first room!!! We paid for the room in the horizon club to have the view! ! I emailed your managers, Alex Scott, Craig Hooley, and others, as well as the general manager but they IGNORED my email, no acknowledgement at all! EXTREMELY DISAPPOINTING EXPERIENCE and way below the standards of a 5-star hotel. What a shame!

Great room with amazing view.
Dinner at Altitude was delicious and memorable and a truly memorable experience.

Excellent location, outstanding staff, clean rooms. The food could use improvement though.

I always absolutely love my stay. The room size is spacious yet cosy, the bathrooms are luxurious and I really love the range of toiletries supplied. The beds and linen are more than comfortable, I have never had a bad sleep or felt uncomfortable. I have always found the staff to be so polite and obliging. I feel that in a society where we are always trying to improve on service, your staff always set the bar.

Recommend getting access to the Horizon Club as it's a great way to relax at the end of the day or get up to an early start with a light breakfast.

Beautiful stay lovely in-room dining with a beautiful view. Very nice restaurant and bar on level 36 as well!

Amazing view on each part of Sydney. It's a must be, even for the exaggerated cost of drinks;)

Lovely place, great views of Sydney, close to the bridge.

I am an incredibly huge and loyal fan of Shangri-La (S-L), and a Jade card holder. In fact, I always seek out an S-L property whenever I travel. When it came to Sydney, I naturally selected S-L, despite also considering the Four Seasons. However, I'll have to be very honest and say that amongst the many S-L properties I've stayed at around the world - Istanbul, Tokyo, Malaysia, London etc, Sydney's S-L pales in comparison from product, service level and overall offer. I was left rather disappointed with the experience. There seemed to be a real lack in attention to detail, and overall exquisiteness of the property.

We did however, have an excellent experience in the Spa thanks to two excellent therapists - Mona and Ramona - both of whom really paid attention to all our needs and made the Spa experience wonderful.

When in Sydney we like to stay here. Nice and central and in walking distance to good restaurants around The Rocks and inner Sydney.
Nice rooms with views of the Sydney Harbour Bridge and Bay.
Very handy if you are embarking on a cruise which leaves from the Wharf area.

Central location, east side has great views over Circular Quay and the Opera House. Could hear traffic from Bradfield Highway but not at a level where it bothered us.

Wonderful stay. Treated very well. Every service was right up there.

Overall experience was very good, no complaints at all about anything, had a lovely time every staff member we met was helpful and engaging ;)

Your hotels lack of compassion in refusing to consider our request to cancel because of a cancer diagnosis is appalling. We were forced to stay rather than losing our money and allowing you to rebook. Of course the individual undergoing intense chemotherapy was unable to join. You should be absolutely ashamed of your rigid policy and lack of humanity.

There was a small hiccup with my reservation but it was rectified very quickly.

We did choose Shangri-La Sydney because of our excellent experiences with Shangri-La Abu Dhabi. Both Hotels as well as Shangri_La Hongkong fullfilled our expectations at its best.

All comments are positive. Very exceptional and helpful colleagues. The Reception Desk Folks, Concierge, Bell Persons, Wait Staff at Breakfast and all other Shangri-La staff were very good.

I was slghtly disappointed with the lack of pre-arrival communication which I am accustomed to from other hotels before a stay.
The lack of a full length mirror in the room was frustrating.
The quality and assortment of food in the Executive Lounge was underwhelming.
On a positive side - staff were wonderful. Helpful, friendly and went out of their way to ensure our needs were met. The beds and pillows were delighful - very comfortable.

Dropped by Shangri La and was pleasantly greeted by the staff who knew us by name, as we were providing service for an event. This type of service is top quality and the staff there get our utmost praise for their amazing work. The views were amazing from the 27th floor and the room was big and looked very comfortable. They have a florist downstairs who cater to guests and also provide flowers to the hotel. Highly recommend this place.

The access to Circular Quay is complicated by the difference in elevation, so it is quite nice to have an enlarged map of the hotel (Rocks, easy access map to Circular Quay) and restaurant guides in the vicinity.

The front lined position is unclear. If it was side by side (if it was waiting), the customer who came from the side was handled first, but the response was polite. I am even more satisfied with the friendliness.

The quality of the amenities in the room is very satisfactory. The hand cream in the lobby's dressing room was fragrant and very appreciated.

It was quite good to be able to look at the opera house from the top of the bed

It was a pleasant stay. Thank you very much!

Top notch service and location but furnishing is very outdated but very clean.

Room with harbour view was much appreciated. Clean and comfortable bed.
Level 36 - Blue recommended by check in staff - VERY DISAPPOINTED. Waited 20 minutes for a glass of white wine. Wine came with green olives. I questioned this as green olives served with white wine. Informed they could not find any nuts. None in stock. Servers make their own drinks so LONG waits. Also advised no where to eat in the hotel other than the ground floor cafe. I was expecting the hotel to have a lovely restaurant.

The hotel is beautiful....there is no doubting that.
I will be having a conversation via phone or email with the hotel manager as what we were offered due to the facilities in the room we booked not actually being what they said was simply sub standard! Not something that we would expect from a 5* hotel, let a lone a Shangri-La hotel! A very disappointing aspect of a very special weekend away!

Excellent hotel with the most stunning view, fantastic location (whether business or leisure), great dining experiences and bars and friendly and helpful team members.

A beautiful hotel that is very luxurious accommodation

Great location with amazing views. The service in the 35th floor lounge was extremely slow. Had to "flag" down our server multiple times plus the attitude of the servers was quite haughty. Same attitude from the front desk.

Beautiful stay helped by excellent service and staff. Terrific views and sensational buffet breakfast... and the coffee was superb too!

The service is & always outstanding.
I would like to mention, in particular Jerry on the Club Floor, who has been the most courteous, impeccable & attentive host since the day my wife & I started staying at the Shangri-La Sydney (which has been quite a number of years). Nothing is a hassle for Jerry he is an amazing host.
Also Jay & Poonma (my apologise if I
haven t spelt that correctly) on the Club Floor have been wonderful hosts making our experience amazing.

Great experience and a wonderful time for us. We would recommend the hotel as our favourite.

The only small thing. Due to Covid we were asked that as we were staying 2 nights if we could forgo housekeeping for the middle day. We had no problem with that, however it does leave some of the small things out, like toiletries, condiments (coffee, milk).

But apart from those minor things A fantastic experience. Awesome views!

We had a phenomenal stay! Bellman, check in, concierge and the restaurant staff were all phenomenally kind and lovely.

Hotel is in a great state and the room is beautiful! Really great views and quality bedding!

Breakfast buffet is very extensive and of high quality!

Would definitely stay here again!

The location is absolutely fabulous.
Outstanding views, and a great location.
Except the walk back up the hill from The Rocks.
The staff were very friendly and great.,

Great location if you are taking a crusie. Staff very accommodating

Attended a large lunch event. The food was good and so was the service. The hotel seemed well runned. Decor is a bit old fashioned for my taste.

One of the worst Shangri-la Hotel I have ever stayed. As Jade member, I have stayed with Shangri-la in different countries but Sydney Shangri-la will definitely one of the worst property among the group. The staff are not attentive and have a poker face and unhelpful.
I have dined at the Altitude restaurant for brunch. I did not like my choice and the server didn't come to check on me after I left the dish untouched for 30 minutes. The brunch menu has changed without notice. It was over-priced for a brunch which only include buffet style appetizer and main course without a proper dessert.
The staff at the luggage department were unhelpful at all. I have politely to ask for retrieving my luggage but the staff were so cold and did not respond nicely.
Overall the experience there is horrible and disappointing. The only positive thing is the size of the room.

We caught the train from the airport to Wynyard station late at night and rang the hotel to ask the best way to get to the hotel, the reception didn't explain how to get to the hotel very well because it took us 20 minutes to get there. The king size bed was a bit hard to sleep on.

The staff at Horizons Club are alway helpful and make your stay very comfortable. The hotel is always so clean and staff are very attentive. This was our second stay in 6months and we live in Sydney and come into the city to enjoy our beautiful harbour.

A bit tired, service enthusiastic and professional. Great ovation.

Beautiful, lovely attentive staff, fabulous rooms and great good. Love love love this hotel!

I love this place Altitude Restaurant was fantastic. Blu bar is a great place to meet men. Instagram livloch7070

Amazing staff and facilities. Can not fault a thing during my stay. If i get the chance ill definitely be back.

Room was nicely appointed and bathroom was large and. Service at the front desk was fantastic, both checking in and out.

Lovely place. Dinner in the grand ballroom, food was excellent.

Very Friendly Staff , willing to do anything to make your stay memorable...
The view is out of this world !

Great location. Very comfortable. Excellent staff. Very enjoyable experience.

Excellent hotel with wonderful customer service. We had an amazing stay at your hotel. The view over the harbour is spectacular!

Great service and excellent food. Visited altitiude restaurant and it was fantastic

Beautiful and elegant with a high level of professionalism. The room was impeccable and a view to die for!