Hyatt Regency Sydney REVIEW - MASTER THREAD
Preferred this place when it was a Sheraton. Another reason why my last year as Diamond/Globalist after 17 years
In any case, it sounds like lousy treatment for Globalists.
Hyatt Regency Sydney
161 Sussex Street Sydney, New South Wales AU 2000
Hyatt Regency Sydney - Too Many Service Issues (7 Photos)
Hyatt Regency Sydney
I recently stayed at the Hyatt Regency Sydney for 7 nights and used a Globalist Suite Upgrade Award. Technically the 2017 awards expired at the end of February 2018 and because my check out was on March 2nd, they could have required me to switch to a regular room after 5 nights, but they were kind enough to guarantee me when I booked several months in advance that they would allow us to stay in the suite for the entire 7 nights.
Room
Our suite was in the new tower. Everything was clean and modern. We had a nice view of Darling Harbour from our room with floor to ceiling windows. The room reminded me a bit of Sheraton Zürich because of the pillar in the room, the wood floor with round carpet in the room, and the overall modern design. While I liked the room, I am not sure that this property is the best place to use a suite upgrade. The room looks more like a large room rather than a suite. I guess it’s all relative – some people have complained that regular rooms are tiny at this hotel, so the suite is indeed quite a size upgrade relative to the standard rooms, which I could confirm by looking at the floor plan.
Location
The location of the hotel is excellent. You can just walk out and you are right in Darling Harbour with lots of nice restaurants all around the bay. That said, it appeared to me that there are lots of other chain hotels within a 10-minute walk. So Hyatt Regency is in a good location, but I think the same can be said of many other hotels in the area. We took the taxi from the airport to the hotel which cost about 70 AUD including tip; traffic was quite bad so we thought taking the train would have been faster. At departure, we wanted to try the train so we walked from the hotel to the City Hall train station which is not that far, but you need to go up a hill so if you have lots of luggage it is not the easiest hike. The train to the airport is a lot more expensive than the train to other places – looks like they have a separate surcharge specifically for people going to the airport; we paid a bit less than 40 AUD for two, which was cheaper and faster than taxi, but not the most convenient since it’s not door to door.
Dining
The Regency Club lounge has nice views of the Harbour but generally is too small given the number of people who have access. Happy hour on Friday and Saturday night were the worst. The lounge was completely packed with people having to sit at the computer tables, in the meeting room at the end of the lounge, and also several couples who did not know each other were sitting together at a large rectangular table near the entrance of the lounge because all other small tables were occupied. Breakfast was also very crowded on some mornings in the lounge and we ended up going to the restaurant downstairs which was less busy, which is the opposite than most hotels where you go to the lounge to have a quiet time. At this hotel, you get a quieter environment for breakfast downstairs and more choice of food. I thought the breakfast was fine – not great, not bad.
The food in the lounge during happy hour 6pm-8pm was decent and enough to make it a meal if you do not have a big appetite and the quality was good. There is a chef station cooking a fresh hot dish every day which was a strong point of the lounge. The chef cooked for example garlic shrimps, ravioli, gnocchi, of those that I remember. However they serve you in a tiny round plate for you to take to your table. When it was shrimps, you only got 3 shrimps. It would seem they want to discourage people taking large portions by using those tiny plates. Some people took a larger portion straight from the chef pan to their regular size plate whenever the chef was temporarily away from the station. For the wine selection they had 2 reds and 2 whites, plus sparkling wine. One evening, they ran out of Pinot Noir so it was down to only 1 red. One chap complained to staff about it that evening, then they ran out of the Shiraz, and they had to bring bottles most likely from the restaurant downstairs (higher quality wine) for the last 30 minutes of happy hour. The next day, they also did not have Pinot Noir at all. How can you not plan ahead and avoid running out of wine? That was strange.
There is no afternoon tea in the lounge but there are fruits, nuts, and crackers along with soft drinks available all day.
As mentioned we had breakfast in the restaurant almost every day, and each day the conversation about the Globalist free breakfast at reception of the restaurant was different. One time they said it’s free for Globalists and they made us fill out a form. The second day they said it’s not free and insisted we had to pay, even though I said the day before it was free after signing the form and that they told us in the lounge that the restaurant was free. In the end they let us have free breakfast when I said the lounge was full anyway and we were coming to the restaurant because we could not find a table upstairs. Then another day they said only the cold breakfast was free but after I asked why not the hot buffet, I was told if we are in a Club room then it’s free. And another morning the lady told us it’s not clear if breakfast should be free because they are changing the rules (?), but they asked us to sign the form and we ended up not paying. Clearly, the hotel just need to set things straight with their staff. It’s free or it’s not…
Gym
The gym seems to be too small for a hotel of this size, however given that we went there twice in the afternoon of week days, it was very quiet both times which was nice. The odd thing is that the gym is cut in two small rooms. When you come out of the elevators, the gym on the left is the cardio room. There are only 2 elliptical machines and both of them did not have TV working. There are 4 treadmills. One had TV and sound, one had TV without sound, one had no TV at all, and I did not try the 4th. The equipment is quite recent, so why is the TV not working properly on half of machines? And why so few machines for a big hotel? On the right side of the elevator is the weight room. In that room there are several machines relative to how small the room is, so the room felt a bit cramped. Fortunately we were almost alone in there so no problem.
Service
Service and operational efficiency is what is generally lacking from this hotel. In addition to the issues with breakfast in the restaurant mentioned above, there were too many minor hiccups for me to consider it was only a fluke. One time I got a phone call from a guest asking me for a wake up call. I had no idea what the lady was talking about and she said she had clicked on the concierge button on her phone. Another day I got a call from a man and when I answered just saying “hello?” he asked me if I was the concierge and I said I was not. So some hotel phones were programmed such that the speed dial buttons were calling my room?
One day we left our room at 1pm to go to the gym. Before leaving, we called housekeeping to ask for the room to be cleaned because we previously had the do not disturb sign on the door. We came back around 3pm and the room was clean and we put back the DND sign. At 4pm two men from staff knocked on our door and asked if all was ok. I said yes and I looked at the DND sign. One staff told me they were checking because the DND sign had been there for a long time. Clearly it was not the case because housekeeping had just gone in our room a couple of hours before. Two days later, similar issue. We went out of the hotel at noon, called housekeeping. Then we came back at 4pm and put the DND sign. Someone knocked while I was taking my shower and when my wife did not open the door, two men came into the room despite the DND sign. My wife asked them what they were doing and they said the DND sign had been there for a long time, which again was not the case. I never had someone from hotel staff walk into the room with DND for my last 100+ stays and it happened twice in the same week at this hotel. This is not right. Not only they should communicate with housekeeping, and at the very least, they could have called before walking in.
To cap things off, the hotel did not credit my stay and points to my account so I had to contact my concierge to do so.
Overall
Overall this hotel is not a disaster by any means. However I unfortunately cannot recommend it. Many times I can think of one kind of clientele for which a certain imperfect hotel would be suitable. But here, I am not sure who that would be. Location is good, but there are many other good hotels in an equally good location. The price we paid (sub 300 AUD) is good and I realize Sydney is not a cheap city, but I suspect it’s not low enough to think this is a screaming bargain. The suites are not particularly big. The lounge is not the best and is too crowded. There are many service issues. If there was not much hotel competition in Sydney, perhaps I could tolerate the issues, but I could see from walking distance a Hilton, Westin, Sheraton, Marriott, Sofitel, etc. which are not in a completely different price range so if I have elite status at these other chains, I will most likely try them on my next visit to Sydney rather than return to Hyatt Regency.
At check in there was a queue of about 10 people waiting to check in at 3 ish. When we got to the counter their computers were having trouble accepting my credit card (seemed to be only my computer not working). The staff member apologised for the delay and said it was their computers that were the problem and there was nothing wrong with my card. It came up in conversation that I had stayed there before and once she knew that she seemed to be a bit happier for me to check in without a security deposit. She apologised and offered us a bottle of wine to be delivered to our room later. I asked if it was possible to have a drink voucher so that after we had a drink we'd stay longer at the Zephyer Bar and spend more. She said sorry she cannot do that.
She must of said our room number as she handed us our room key but I don't recall it. So we went to find the room. It was at the far end of the hall in the new part and my husband was ahead of me and came back to me and said...."I think someone is in our room". I knocked on the door and a sleepy guy came to the door and I showed him my room number to see what the problem was and he said... I don't thin that is this number". So we put the key to a number of the doors and one opened. We went back to reception and saw the lady who was there and said we just wanted to check we had the right room as I knocked on a door and a man was inside. The desk clerk was horrified at the thought I had walked in on another guest and I assured her we didn't walk in as we noticed the problem. She looked at my card with the hand written number on it and said.."oops... sorry for my bad writing".
The room was very small. There was only enough room for 1 suitcase to be put in the cupboard. My husband's small case was on the floor. The bathroom was about half a metre away from the bed so if you are rather shy about your bodily functions this room isn't for you. There were not the standard bathroom amenities one would expect. Only 2 towels (I like 3). When the door was shut there was no exhaust fan and the mirrors steamed up.
The best thing about the room was the view. It was a corner room so we had a view up towards the city on the left and Darling Harbour on the right - floor to ceiling. My husband is a lover of watching people so would often sit there for 15 minutes before we went out in the afternoon or dinner to watch what people were doing.
On the first day housekeeping knocked on the door at about 9.30 to ask when we were going out despite the do not disturb sign on the door.
Staff were quite pleasant. We had stayed here before just for fun and had asked the concierge a couple of questions to see how he would answer. As Sydneysiders ourselves we didn't need help but we were given the complete wrong directions. That was the only issue.
Would I stay here again? Yes if it was cheap (We prefer The Darling hotel at the Casino) however if I was on holidays I would not want to stay somewhere so small. After 3 nights it annoyed me it was so small. I'm not sure how I'd go after a week.
Oh, one last thing. Valet parking is $75 a night in the car park directly opposite. We parked ourselves in the same car park, right next to the Hyatt car park area for $60 for 3 days. Over Easter and weekends the car park has specials. Way more reasonable than $75 a night.
I have a reservation for following two rooms and five nights over Christmas this year:
- King Deluxe Harbourview
- King Deluxe Cityview
Do you guys know if “Deluxe room” automatically mean one of the newly refurbished rooms here? If not, how can I make sure I get them at this early stage?
Thanks for your help!
Was able to use points, again which is the only saving grace as there was no way I would pay what they were asking for.
Another thing: the room phone with the button marked "guest services" was actually leading to the emergency line. Twice I pressed it to be transferred to a somewhat panicked sounding operator going "EMERGENCY LINE WHAT'S YOUR EMERGENCY". Not a major complaint, but yeah an oddity to say the least.
Was able to use points, again which is the only saving grace as there was no way I would pay what they were asking for.
Another thing: the room phone with the button marked "guest services" was actually leading to the emergency line. Twice I pressed it to be transferred to a somewhat panicked sounding operator going "EMERGENCY LINE WHAT'S YOUR EMERGENCY". Not a major complaint, but yeah an oddity to say the least.
This is probably the worst Hyatt regency I have ever stayed at, and that includes every aspect, including service and rooms.
This is probably the worst Hyatt regency I have ever stayed at, and that includes every aspect, including service and rooms.
We made the mistake of not reserving a seat early (I got to the club around 3pm and there was still a nice window seat available, but then left and came back at 6.30 to complete carnage). If you were there I'm sure you know what I mean, but eventually after wandering around for 10 minutes, we found a standing spot on the aisle, and around 8pm or so, finally the crowds sufficiently dispersed enough to find a seat. Food was pretty average, but did resemble feeding hour at the zoo.
Breakfast the same (but less so) - still feeding hour at the zoo, but at least seats available. Some people complained that breakfast ended by 11am, which normally I'd agree is late enough already, but given it's NYE, I feel an extra allowance should be made since most people were up until at least 1am, if not 2-3am.
Apart from the emergency line quirk, when I first reached the "emergency line" operator to ask about late check out the next day, I was told that 4pm check out would incur a half day's rate. After reminding the operator that I was entitled to globalist benefits, he still insisted that since the hotel was very full, the best he could do was 1pm. Of course, a quick glance at hyatt.com showed every room category wide open and paid rates of $160 (compared to $799 for NYE)
Called back the next day at around 12pm and had no issue getting 4pm check out honoured, so all good in the end but the process was annoying unnecessary.
So all in all, not great, but given the circumstances, I'd be happy to call it satisfactory.
Hyatt Regency Sydney
161 Sussex Street Sydney, New South Wales AU 2000
Avoid if you are a Globalist and expecting good treatment! (0 Photo)
Hyatt Regency Sydney
Check In
Checked in as a Globalist in the Regency Club. Arrived to the hotel around 9 pm, and it took almost a full 30 minutes to check in. I was checking in on Dec 30th, so I recognize the hotel was likely very full. It was very clear there were little available rooms left, and I was almost wondering if they would tell me there are no rooms left. Tons of clicking on the computers, calling folks, and no updates until the room eventually was decided on.
Room
The room I first ended up with was a second floor room. It had a "darling harbor view" but was more of a concrete highway view. Overall, the view was nothing to write home about. After the Jan 1 checkouts, I asked for a better room and was moved to the 15th floor with a much better view.
Otherwise, the room itself is quite small, the bed is comfortable and no complaints. The restroom however as others mentioned is tiny. There is no fan or ventilation in the restroom, so the bathroom fogs easily during a shower.
They are also extra stingy on towels, only providing 2.
Service
It should be noted that this hotel does not offer turn down service, yet they claim to be a "5 star hotel."
Dining
The Regency Club was the one highlight of this hotel. During both the breakfast and evening cocktail hour, I was actually impressed with both spreads. Adequate amounts of hot and cold items. The only challenge was the seating. on Dec 31. and Jan 1 the club was a complete zoo, with folks standing everywhere.
Location
This hotel has a nice location next to Darling Harbor.
Overall
If you are used to great treatment as a Globalist in the Hyatt chain, avoid this hotel at all costs. They do not care about Globalists here. You are just another guest, and don't expect anything special whatsover. I would suggest another hotel in Sydney, be it the Park Hyatt or another chain, before telling anyone to stay at this hotel.