Crown Towers Sydney

As the title reads, it took me 42 minutes to check in today. What a complete disaster after a long haul flight. Everything from the car traffic control, bellboy, and reception was completely unorganized. There were 9 people in line with only one reception counter open. Also the hotel car that came to pick me up was an Audi A6 the current fit my two luggage pieces in the trunk so we had to fall down the backseat. The car had a smell in it that I won’t try to describe. The room is nice and clean with all the usual amenities,, but it does lack a luggage rack

Really disappointing. Staffing issues. Check-in chaos. Dirty rooms. Furniture had bodily fluid stains on them (see pics). Towels with holes in them. So not a five star experience. Response from hotel - "we'll let housekeeping know". Not even remotely good enough.

After reading some reviews I was a little concerned about booking a room at The Crown but I have to say that it passed all expectations. 5 star hotel at its best. Great service all round, I checked in about 5pm and didn't wait at all. The view was outstanding and the room was luxurious. Looking forward to returning, highly recommend.

Well I was so looking forward to our 2 day stay at Crown Towers. Don’t get me wrong my husband & I had a great time but my goodness what a comedy of errors there was. Firstly check-in. We arrived at 2:30pm for a 3pm check-in. Took 20 mins to get to the front of the line. 2:50pm we were advised that our room wasn’t quite ready & I would receive a text when it was….no problem. By 4:45pm still no text message. I again lined up in the long line thinking this is ridiculous. They told me my room still wasn’t ready however they happened to find another room for us. We walked in our room at 5pm, 2 hours after arriving. 😡 Room was gorgeous. I went to sit down on the cream lounge only to see 4 long black hairs on there. Not ours so I was grossed out & concerned then that the rest of the room may not have been cleaned properly. Had room service that night, food was lovely. Told to leave the food trolley out the front of the room for it to be picked up. It stayed there for 24 hours. 👎🏻 We assumed our room would be serviced on the 2nd day las a room service was included. New towels were needed as were coffee cups & teaspoons after using them. We went out for the day, came back at 2pm still no service. Left again for dinner. Came home at 7pm still no service. Crazy. 7:15pm a knock on the door by housekeeping to do our service. My husband was like are u serious it’s 7:15pm. He said we would just like new towels. She said I don’t have any towels left (how was she going to service our room) but she said she would go & find some for us. Do you think we got those towels or heard from anybody…NO! Next morning we were going on a walk. It was 8am & we had seen the long check out lines at 11am the day before. We knew we owed some money so we went to reception to fix up the account & then we would do a quick check out (dropping the keys in a box) when we were later leaving. We were charged an extra $220 which we paid but then realised they hadn’t used our $100 included credit so we then went back & asked for a refund which they were going to do (I must double check). This was after telling the gentleman at reception about everything that had happened on our stay & how we weren’t very happy…that was the final straw. By then my husband & I were just laughing because the customer service was so ridiculous. So disappointing after spending so much money to celebrate my 50th birthday. Again a beautiful hotel but clearly short staffed & VERY unorganised. Just a real shame because the location is amazing, supposed to be 5 star but I would give it 3 due to the many errors on our stay & we were only there for 2 nights. I couldn’t wait to stay at Crown Towers however that will be the last time. A special occasion wasn’t so special. 👎🏻

I am a regular guest at your Sydney hotel. I am writing to express my profound disappointment with the treatment I received during my recent stay, which is not the first time I have experienced significant challenges with your hotel. My office, as well as the company I own, is located across the road at One International Towers. The reason I, along with my 35 staff members, choose to stay at your hotel is because you are positioned as Sydney's preeminent five-star hotel. We also host numerous client events at your restaurants and have long been loyal patrons of your establishment. Last year alone, my company accounted for over 155 nights at your hotel, which underscores the importance of our relationship. After a long journey from Europe, I arrived at your hotel at approximately 9:45 PM with a confirmed booking from your own website, expecting a seamless check-in process. Instead, I was met with an unacceptable level of service. The staff member at reception, India, appeared flustered and left the desk for around 10 minutes without explanation when she was unable to check me in. Upon her return, I was informed that a room had been arranged, and she requested my credit card. Despite providing it, I waited another five minutes, only to learn that my room had been given away—not just once, but twice. I requested to speak with the Duty Manager, but no one came to address the situation. Frustrated and with no resolution, I left the hotel at 10:20 PM with nowhere to stay. Leaving a guest, particularly one who has just travelled internationally—to find alternative accommodation at such a late hour is unacceptable. If one of my staff had been treated this way while travelling abroad, I would find it equally concerning and deeply unprofessional. To make matters worse, I attempted to contact your Duty Manager from my car after leaving the hotel, but I did not receive any response. I also called your reservations team, but the call was disconnected, leaving me with no support to address the situation. This experience has made me seriously question whether your hotel truly values its loyal guests and can uphold the standards expected of a five-star establishment. For an organisation that prides itself on premium service, such lapses in both operations and communication are deeply concerning. Your reputation as a premium establishment is at risk when loyal guests like myself encounter such poorly managed situations. I trust that this matter will be handled promptly and professionally.