W Properties in Sydney

We arrived at the hotel in the early afternoon, but due to a delay, check-in was not possible until 6pm. What impressed us was that shortly after we finally entered our room, the manager called our room personally to apologise and offered a generous discount for that night’s stay. This level of professionalism and accountability is highly commendable. The majority of the staff we encountered were polite, greeted us warmly and offered professional smiles throughout our stay. However, there is definite room for improvement in the service. When our car pulled up, there were several staff members standing at the entrance, yet no one offered any assistance with check-in or check-out, nor did anyone help with our luggage. This was particularly disappointing for a family travelling with young children. The hotel would benefit from strengthening its service awareness and training in this area. Unfortunately, during our stay, the room attendant accidentally broke our newly purchased facial cleanser while cleaning the room. They simply wrapped it in a towel and left it on the bathroom counter without any note of apology. While we did not make a fuss about it, it did reflect a lack of attention to guest experience and professionalism that could be improved. Overall, we were still very satisfied with the hotel, particularly its excellent location and the warm, friendly service from the lobby staff. We would happily return on our next visit to Sydney.