A mediocre stay in a mediocre hotel

1   Not Recommended
December 31, 2016 by

 Map | 10 Reviews | 60% Recommended
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Hyatt Regency Sydney
 Map | 10 Reviews | 60% Recommended

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Liked:
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During the 24 hour window when this property changed from a FP to a HR I was able to secure two rooms on GP points for NYE without the minimum stay requirement. We intended to use one room for ourself and use Guest of Honor for a friend. I did not the two nights before NYE they dropped all minimum stay requirements and were still offering cash bookings.

I had contacted the hotel prior to try to chage to c+p so I could use a DSU and was told over the phone to contact the hotel sales team via email. A week later and I had no received a response. I facebook the property which, it turns out, is actually Hyatt Asia Pacific who in turn called me. During that week all of the suite inventory disappeared. GP Australia were very apologetic, said they had teething problems and would do theur best to upgrade upon arrival.

I knew there would be issues on the stay as the hotel had been advertises NYE packages on the rooftop bar but had to open it. In fact, current reports are that they would open it today, 2 January, so moved the NYE event to a different venue.

 

Check In

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We checked in at 4:30PM after self parking at Wilson Parking across the road. If you park yourself without accessing the hotel parking or validating your ticket it's $12-$24, if you validate your parking it's $50 overnight.

There were five check in desks and the second from the left had a LCD screen stating Diamond priority check in. We waited behind other guests until we noticed there were three front desk agents on the far desk who were talking to themselves and not bothering clearing the queues.

We managed to check in, were told we were upgraded to a new club room in the new Tower on the 14th floor. There didn't appear to be any Diamond acknowledgement.

 

 

Room

We made out way to our room and the first thing that stikes you is the size. They are tiny. I expected 28-30 sqm, noting that the hotel still has no photos to match the room descriptions and their text desciptions are vary wildly such as 27-52 sqm within a single room type.

We were probably the first occupants of this room as they only were released the day prior.

The rooms are, of course, new and clean but nothing memorable. I was taller than the shower head, the bedside drawers are decoration and don't open and the lamp above the table is situated so that when you stand up you hit your head on it.

On the table was a letter describing Regency Club benefits with no personalisation just 'Dear guest.'

The bed was very comfortable and the TV has in built mirroring which saves you carrying an Apple TV but if I had to actually spend time in the room I would have gone crazy.

The hotel's size also means that rooms in the Tower are quite the walk.

The emergency map has indication of the location of your room.

And as we were showering this morning before breakfast the fire alarm sounded across the whole hotel and a minute later the fire brigade had arrived at our doorstep. Other than steam from the shower we have no possible clue what could have triggered this. Another member of staff said "We have been having fire alarm triggers in these new rooms.

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Dining

We deciced to check on the club lounge before heading off the PH SYD NYE rooftop party and the first impression is having a fire door as the grand entrance, quite bizarre!

The lounge is a decent size with sweeping views of Darling Harbour.

Despite this, not a single staff member greeted us as we arrived. You could esaily have brough up additional people and they would have no way of knowing what room you were in or how many guests you were allowed.

The offer wines, French sparkline wine, spirits and soft drinks. Remarkably it's all free pour and I witness another guest fill a tall glass with just Scotch. Hard to see how they will enforce Responsible Service of Alcohol. We had arrived at 5ish and by 6PM the lounge was full.

There were two hot items that weren't great, some sushi, and an antipasto and salad bar. I asked for a Soy Flat White and was told there was a coffee machine, however it only had standard milk in it. When I asked I was brough a little jug of Soy milk. Unliked the next morning when the attendant swapped out the standard and soy milk to make a proper coffee.

We had breakfast downstairs and after waiting 15 mins in the egg station queue we asked for Eggs Benedict and were told we had to order it from a waiter. We ordered from a waiter who told us we had to order from the egg station :s We asked another waiter who said it would be from the a la carte menu and we said that's fine. After 20 mins he returned to say the hotel had no gas because of the fire alarm so we would have to order from the egg station, meaning another 15 min wait.

For some reason the egg station has three chefs but only one is preparing for guests. As such the line becomes incredibly long.

Downstairs breakfast has a decent selection of hot items, fruits, juices and bakery. I was impressed with Watermelon juice being on offer as I generally have to ask for it.

Photos below are from the club where they had their own egg station and dedicated chef.

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Location

IMO Darling Harbour is a tourist trap, however it is within walking distance of most of the city.

Service

Service is without doubt, terrible. When I rang to ask if there were Harbour view rooms as we were facing Sussex Street the club lounge manager told me she would call back and she never did.

When we entered the club lounge I asked again and was told there was no availability which is fine, but why not communciate that earlier?

In addition, this hotel has no club how to provide Guest of Honour. My Guest, a Diamond in their own right was afforded no upgrade or benefits until I rang the hotel prior to my arrival.

The service we experienced, mainly in the f&b areas displayed that the staff aren't working as a team and appear to just be stumbling along on their own. We witnessed lots of mix ups with coffee and food orders and staff not knowing how to handle any request when a guest asked.

To top it off they charged us for brekfast post stay.

Overall

Having stayed at this property as a FP I always know it wasn't going to be a 5 star experience, but never had a terrible stay. The fire brigade arriving early in the morning was the final straw.

If we has secured a suite perhaps it would have been better, but it's clear that this property isn't past the soft opening stage. Had I paid cash for the room I would have been livid. It's certainly not commanding of the $549 base room rate even for NYE.

Upon leaving the hotel there were around 50 people in the lobby checking in or out. This is going to be a problem at this property by the sheer number of rooms.

Overall it was a medicore stay in what will be a medicore hotel. Yes the refurb is clean and fresh but with laminated A4 pieces of paper aroud the hotel it really doesn't simply seem low rent. I would rate it as a three and a half star property. I've had better stays at the HR SSH that far excelled this stay. 

I know I have high standards, bu the main issue here is that the hotel isn't ready to be serving guests.

I would far recommend the SOTP or Hilton as full service hotels with decent club lounges or the Intercon for the most spectacular club lounge in SYD.

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