The Fullerton Hotel Sydney

What a waste of money. It all started with my appalling treatment by Kevoni at check in at 11am. Saturday 14th December. She was sour at the check in desk & unnecessarily officious. Kevoni’s tone was bordering on nasty & she also addressed me as ‘sweetheart’ in a condescending manner. Kevoni needs to change her attitude & do some further training in customer service. Putting us in room 510 was one of the worst rooms in the hotel & I believe she did this to ‘punish’ us for some bizarre reason. I realise that the hotel was extremely busy but there is absolutely no need to be rude. My two adult daughters were there with me and were shocked at both her tone & manner. Kevoni, you are not suited tk a front-of- house role. Furthermore, when I gained access to room 510 at approximately 3pm, I phoned & asked for our luggage to be sent up (as it had been stored by the hotel until the room was ready). Thirty three minutes later, still no luggage. As such, I went down to the concierge desk & asked to get my luggage as I needed to take medication urgently. The bell boys were very kind & helpful and were clearly flat out. I ended up taking all four of our bags to the room myself because I could no longer wait for them to assist me. It took housekeeping 40 minutes to bring an extra mug, teabags & milk to our room. A champagne glass we asked for that evening just never turned up. This lack of service is appalling in a five star hotel. I recently stayed at The Fullerton in Singapore in October 2024 & happily, my experience was completely different. I was treated beautifully by the staff there who went out of their way to ensure my stay was an overwhelmingly positive experience. I have stayed in The Fullerton Sydney with my daughters during the Festive Season for the last three years and have always chosen to return. At such a busy time of year, clearly more staff needed to be rostered on to cope with the hotel being close to (if not at) full capacity. At fifty six years old and having travelled all over the world, I have never written a letter of complaint to a hotel before. This is not a budget hotel & the service & attitude of the staff should reflect that. I have emailed the general manager & had no response. Radio silence. I await his response & compensation for what has been a very disappointing stay. Completely spoiled our tradition. We will not be back. Yours sincerely, Nicole Pettersson

from initial encounter with a rude and full of attitude check in person, to waiting for our luggage for nearly 40 minutes, to requesting a 5am wake up call (still waiting) to having to carry our own luggage down as reception is not answering for over 20 minutes so safer to take down ourselves. After paying premium price to indulge in an overnigh stay in the city, we left highly disappointed and gobsmacked that this is the service and professionalism provided in a 5 star hotel ! Apart from the location, the rooms were lovely but the service I would rate 2 star far cry from what we expected from the Fullerton Hotel !

Lovely ambience, within walking distance to the Rocks and the central shopping area. Heritage listed building that is celebrating 150 years. Plenty of eating establishments both within the Hotel and the surrounding area. Fluffiest pillows around.

Room showing signs of wear and tear. Window blinds and furniture damaged. Bathroom fittings require maintenance. Shoddy housekeeping. Concierge desk unmanned. Terrible customer service. Overall experience, very poor. We had the misfortune to stay during the week of localised power outages in the CBD. We appreciate these things happen, but the way the Fullerton Management team dealt with the matter on each occasion was appalling. They blatantly lied that the whole of the CBD was without power, when it clearly wasn’t, and they “didn’t want to start their standby generator in case there was an issue with the lifts”. Another evening we wasted an hour of our time trying to resolve a housekeeping issue. Issues raised with their Front Office Duty Manager resulted in written confirmation of a partial refund, into my account “between 5-7 business days”. Still waiting 10 business days later!

Fullerton has zero idea about customer service Spent many hours trying to rectify a booking error they did Hotel is beautiful and historic Tired room and stained furniture House keeping gave me 1 clean towel and 1 dirty towel. Waited more than 30mins at 11pm to get this fixed. Had to go to the front desk where a met this other guy with the same problem Dear Marriott Please take over this once great hotel and restore it