Ace Hotel Sydney

I came for work and didn't get to pick the hotel, but I'll be pushing my managers to book it every time now. The rooms are modern, really clean, and still feel homely, and the staff make you feel welcome, almost like family. Emily was attentive at check-in and handled a small situation for me like it was no trouble at all. Anna on the night shift has always been friendly and helpful too. I had a recurring TV problem until Joe came in and sorted it in about two minutes. The service has been excellent from the moment I arrived. If classy modern accommodation with genuinely friendly staff is what you're after, this is the place. Such a wonderful stay!

The location is the main draw, close to the CBD and train and metro stations. The beds were comfortable, not too soft, and the rooms were tidy and soundproofed. Reception staff were friendly, too. The industrial look carries through into the rooms. The bathroom and shower lighting is poor, and a record player I didn't use plus a basket of paid snacks take up a lot of bedroom space. The mini-fridge was full of drinks for sale. Paying extra for a mini-balcony didn't seem worthwhile. Opening the window risks letting in large cockroaches, though reception said they're common in Sydney during summer. The reception is small and I didn't see a lobby, if there is one. There are a few steps to the three lifts, and I couldn't see a wheelchair ramp. Breakfast is only a la carte, with no buffet. For a good buffet, nearby hotels charge around 30 AUD per person. It's a nice hotel, but with its star rating I expected more.

After many stays at Ace Sydney, this latest visit left me disappointed enough that I don't want to return. Across two nights, my shower never worked properly and I had no hot water. More than one staff member kept asking whether I'd checked the taps or shower, which felt dismissive. I knew this plumbing fault from a previous building I lived in, and it seemed like a building-wide issue rather than user error. They offered me another room to shower in, but that shower had problems too. Staff said the issue was resolved without anyone checking my shower during my stay. They did try the room next door, but its hot water stopped after about 30 seconds. Mine had none at all. It felt as if I was being treated as the problem instead of the hotel acknowledging a fault. By 12:30am, I gave up because it felt like a waste of time. There were other problems as well. My room wasn't serviced: I left at 8:30am and got back at 3pm, with the service sign out. The tea cups were dirty when I arrived, one minibar chip was expired, and my key stopped working because my note about my mum checking in later hadn't been acted on, despite me telling them during booking and again at check-in. The whole stay felt chaotic and below standard. After years of coming back, I now find other Sydney hotels more consistent, attentive and better maintained, not to mention cheaper with more amenities. I can already imagine the follow-up saying the issue was fixed and everything possible was done, after crediting $100 for parking on a $1500 stay. That's not enough for a five-star hotel.

The hotel leans heavily on its retro interior and unique look, but that doesn't make up for the service, comfort and practical details that fell short. For the price and its five-star claim, it didn't feel like reasonable value. The room itself felt poorly planned. The entrance basically doubles as the bathroom, and the toilet and shower aren't properly separated or behind a door that fully closes. Sockets near the bed leave too little room to plug in or remove adapters, which is inconvenient for international guests. The property also felt empty and impersonal, with bare hallways. Check-in was perfunctory and disengaged. There was no warm welcome or clear explanation of the facilities, and little of the hospitality expected at this level. Basic amenities seemed cut back: very thin toilet paper, no bidet and no toilet brush. Payments also incur surcharges of 10% on Sundays and 15% on public holidays, which felt excessive and poorly justified given the service and facilities. It gives the impression of a hotel under financial pressure, economizing while keeping premium prices. It doesn't live up to five stars. In the same price range, there are better options with more thoughtful design and stronger service.