Disappointed and shocked by the lack of basic service
Aug 2, 2025 366rafad Sydney, Australia
I stayed here recently after almost 30 hours of international travel, expecting the kind of service and welcome you associate with a five-star hotel. Unfortunately, my experience at check-in was anything but that.
Despite weeks of email communication and triple-checking the reservation, payment, and guest names — all clearly listing my full name…
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I stayed here recently after almost 30 hours of international travel, expecting the kind of service and welcome you associate with a five-star hotel. Unfortunately, my experience at check-in was anything but that.
Despite weeks of email communication and triple-checking the reservation, payment, and guest names — all clearly listing my full name — I was denied check-in because the booking was under my partner’s name. No willingness to help, no flexibility, just a repeated use of the word “policy.” After such a long trip, I stood there while other guests were attended to, and when I asked to speak, I was told to wait because “they were being looked after.” I didn’t feel like a guest — I felt invisible.
To make matters worse, when I questioned why the Concierge team I’d been liaising with hadn’t passed on any of the information, I was told by the manager at the counter that Reception and Concierge are “different departments” and “not really the same business.” I honestly couldn’t believe what I was hearing. How is it that a hotel of this calibre operates with internal departments that don’t communicate?
This was one of the most disappointing check-in experiences I’ve ever had. I’m still waiting for a proper explanation — but more than that, I think it’s important future guests are aware of how things are being managed behind the scenes.
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