Crown Towers Sydney

Valet parking services rude. Did not assist take luggages for check in.

The outdoor swimming pool is stunning. Breakfast buffet also offered a wide variety of selections. However, the service of pool is a bit behind, like some employees skived by hiding behind the bar table or lying down.

In order to gain a better understanding of the services offered by this establishment, I decided to spend a night at the five-star hotel. I reserved a King Deluxe Harbuor View room on the 12th floor. Upon entering the room, I was pleasantly surprised by its spaciousness, modern design, and stunning views. However, I was disappointed by the cleanliness of the room. The wine glasses had smudges and watermarks, the dining table showed signs of unclean wiping and dust, and the toiletries were either missing or provided in single quantities despite the room being occupied by two guests. Additionally, the staff at the pool and housekeeping seemed reluctant to provide adequate service. It is unclear what criteria were used to award this establishment a five-star rating.

I had a disappointing and unusual experience while using the iPad for every services. The food from room service did not taste good, and it took about an hour for my luggage to be delivered to my room from the reception.

**Subject: Formal Complaint Regarding Poor Service During Check-Out** Dear CRWN TOWERS SYDNEY Hotel & Management, I am writing to formally express my dissatisfaction with the service I received during my recent stay at your hotel (Room 1811, from February 7 to February 14). Unfortunately, my experience during check-out was highly disappointing, particularly due to the unprofessional behavior of your front desk staff. ### Key Issues: 1. **Failure to Provide Stay Details**: Upon check-out, the front desk staff (two employees on duty between 8:00 AM and 8:30 AM) failed to provide me with a detailed stay summary (not the invoice, as this was provided by Ctrip). This oversight may prevent me from completing my company’s reimbursement process. If this results in any financial loss, I reserve the right to pursue legal action against your hotel. 2. **Poor Service Attitude**: During the check-out process, the staff repeatedly misspelled my title (Mr.xxx). Despite my multiple corrections, they showed no willingness to apologize or improve their approach. This level of unprofessionalism is something I have never encountered in my 10 years of business travel across 20+ countries and 80+ cities. I demand a formal apology via email from your hotel. 3. **Service Not Aligned with Brand Standards**: As a renowned five-star hotel in Sydney, Australia, your establishment should provide a high standard of service to every guest. However, the professionalism and attentiveness of your front desk staff fell far short of your brand’s reputation. I urge your management to take this matter seriously and implement measures to improve service quality. ### My Requests: 1. A formal written apology via email, along with an explanation for the service failures. 2. Provision of a complete stay summary to facilitate my reimbursement process. 3. Training for the relevant staff to ensure such issues do not recur. I trust that your hotel will address this matter promptly and ensure that future guests receive the level of service expected from a five-star establishment. Sincerely, Stay Dates: February 7 – February 14, 2025 Room: 1811 Date: February 14, 2025

I recently stayed at Crown Towers Sydney, a new 5-star hotel located in the Barangaroo area, and I have mixed feelings about my experience. On the positive side, the hotel offers luxurious, spacious, and comfortable bedrooms, with convenient access to a casino, some of Sydney's best high-end restaurants, a fantastic outdoor pool, and a fully equipped gym. The location is also excellent, within walking distance of public transport in a relatively flat area, which is a rarity in hilly Sydney. I highly recommend requesting a room on a higher floor facing the pool and Darling Harbour for a stunning view. However, avoid the rooms facing the Opera House as it's too far to appreciate the iconic landmark. Unfortunately, despite the impressive facilities, the service left much to be desired. It's surprising and quite disappointing for a 5-star hotel to charge extra for things like bottled water, additional room cleaning beyond the daily service, and even for extra hot drinks or live cooking eggs at breakfast. These kinds of charges are more typical of budget hotels, not luxury establishments. My frustration grew when I returned to my room at 3:30 PM, only to find it hadn't been cleaned despite having turned on the clean room sign since 11:00 AM. I had to call multiple times, and although they assured me someone was assigned to clean it, the service only arrived after 4:30 PM. This delay caused significant inconvenience, forcing me to entertain my guest outside the room. It was a disappointing and frustrating experience that overshadowed the otherwise beautiful facilities. In summary, while the Crown Towers Sydney offers a luxurious environment and top-notch amenities, the service needs considerable improvement to meet the expectations of a 5-star hotel.