Hilton Sydney

Pretty average tourist hotel in the middle of Sydney, across from QVC building, trams, and trains. Location is super convenient to shopping, eating, and general site seeing. I was on the 42nd floor and still heard a little bit of street noise when I was by the windows. Hopefully the lower floors have better noise insulation. Overall the hotel is nicely decorated but nothing special about it. Check in is a mess at this hotel. There’s a sign now for Diamond and Gold check in but front desk doesn’t honor it. The regular check in line can extend out the front door or at least block parts of the lobby. There’s not enough room for waiting guests. Elevators are slow and seem unable to handle so many floors. Executive lounge has breakfast or you can eat at the restaurant on the second floor and light bites and beer/wine during the evening hours. My room was pretty average and small and sort of a disappointment for the amount being charged especially when there are nicer hotels across the city and this was on the executive floor level. Lighting is harsh in the bathrooms and throughout the room. I could hear noise from other guests in the hallway and the faint sound of a cellphone buzzing next door. TV remote didn’t work in my room but I didn’t really want to waste time getting someone to come look at it at 10pm at night. The room temperature controls would not go lower than 19.0C and was at 22C when I walked into the room. In November, that temperature seems too high. A Nespresso machine and mini fridge was in the room. Perhaps the most annoying part of the stay was the upgrade process. A day prior to check in, I inquired about a possible complimentary upgrade since the Hilton site was showing multiple rooms in all categories available. Instead, I was told there were no free upgrades available for my dates (even for elite tier status and contrary to what the Hilton app was showing) and instead was offered a paid upgrade to the Ambassador suite for ~$400/nt which I declined. During check in day, front desk did not mention any complimentary upgrade as granted to upper Hilton tiers so I asked again and I guess they couldn’t deny not having availability so was granted the complimentary one category up upgrade. Why is it so hard for elite members to receive their benefit when there is clearly space available? I understand if there was had one room available but there were multiple rooms available for my dates.

Another excellent stay at the Hilton Sydney. Check in and out was seamless with very friendly welcoming staff. The room had everything you would expect to find in a 5 star hotel + views over Sydney - what more could you want. Breakfast is a must - welcoming staff with smiles on their faces great way to start your day.

My husband and I recently stayed at this Hilton location, and while we usually have exceptional experiences as loyal Hilton guests, this visit left us disappointed. My husband is a Diamond member and, as usual, politely inquired about a room upgrade, which is one of the benefits associated with his membership status. Unfortunately, the staff member at the desk, Alex ( Chinese guy ), was quite rude in response. Instead of respectfully addressing our request, he made dismissive remarks that felt disrespectful and unprofessional. As a representative of a prestigious hotel chain, it’s surprising and disappointing to encounter an employee who lacks basic courtesy toward valued customers. We hope Hilton takes note of this experience to ensure their team members uphold the high standard of service we've come to expect. Hilton has always been a trusted brand for us, and we hope this experience is an exception rather than the norm.

Poor repeat customer service October 2024 Within the past 12 months the executive lounge quality of customer service has dropped considerably, it's poorly run and the lounge is a waste of time. The construction noise within the hotel has now become unbearably loud (would have been a nice bonus, of rare customer service to have been notified of this during my booking process). The glass restaurant breakfast service is brilliant (which is this hotel's only saving grace), as the staff recognise honors diamond status and respect/acknowledge the customer's loyality to achieve this status. The Concierge/car parking team are always great and very helpful. Unfortunately I will not be returning to Hilton Sydney until things improve and the construction/renovation is completed.

Great location and fantastic restaurants, but the rooms are small for the price. Unfortunately, my room was right next to the elevator, and after a sleepless night. They offered to relocate me, but since I had already unpacked and was in back-to-back sessions at a conference, I didn’t have time to repack and change rooms. To add to this, my room wasn’t serviced after the first night. When I mentioned this to reception, they offered a quick tidy-up but said housekeeping had already left for the day so a full service wasn’t possible. Not the level of service I’d expect form A Hilton. Seeing a staff member hand a guest their phone number with call me written on a coaster also felt unprofessional and out of place for the brand. Additionally, the pool was closed, which I wasn’t informed about at booking, yet I still paid a premium rate. The location is fantastic, and the hotel is clean, but overall, the service left a lot to be desired. The Glasshouse lunch special however was amazing , price and quality in this hit the spot