We wanted a traditional afternoon tea and were told it’s only on weekends. Surely if the hotel is often sold out it would make sense to offer a quintessential Australian/British tradition whenever a guest requested it.

We returned after some earlier sightseeing and said we would be leaving in an hour and a half. The parking immediately outside is only ten minutes, but the Concierge said he would have it up at 2:15PM. We arrived to find the car nowhere to be found and another staff member had to drive it up adding ten minutes to our departure.

I think what is most galling is management were present several times as we arrived or departed and despite the double takes and knowing glances nor a single one of them greeted us or apologised for anything. I am the only Arab guest in residence and it wouldn’t take much difficulty for them to identify us.

In fact, two managers could hear us state that the car should have been ready and just watched and listened with no intervention. The head Concierge would answer emails but be absent from the lobby for three whole days.

The only welcome card we received was from my TA. Nothing was done in response to the service failure.

Is the hotel training to avoid guests when there’s an issue? It wouldn’t be so jarring except how much they market themselves as the ‘return of luxury collection to Australia.’ Thankfully, my partner is far more forgiving.

We still managed to have a delightful weekend as I’ve learnt not to learn issues ruin travel but this hotel needs luxury 101 training from the top down.