Hilton Sydney

Ludwig was already waiting by the drop-off sidewalk when we arrived, before we’d even checked in, and took charge of our luggage. After check-in, the team brought everything straight to our room. Ludwig also found time to help our colleague, who was staying on another floor. The concierge service was attentive and professional from the start, and made for an excellent experience throughout. Hilton’s customer service really came through.

We’d be happy to stay here again. The public areas are very nice, and it’s handy for shopping and restaurants, with plenty of transit nearby and the light rail right outside. We spent two nights here, Feb 13-15, before a cruise, in a Twin Deluxe on the 40th floor. The room itself was fairly standard but perfectly pleasant, with an up-to-date look and technology. We had a great city view over Town Hall, the QVB, and up George Street. The frosted glass bathroom door slides, which we didn’t like, and it was misaligned, leaving a half inch gap when shut. Breakfast was better than I expected, and the Glass Brasserie is beautiful. We went at the start of the busy period on both mornings and found plenty of seats with no wait. By the time we left on Saturday, though, there was a long line, with the hotel fully booked.

The location is good, but my stay was easily one of the worst hotel experiences I’ve had, despite travelling often and staying around the world. The room hadn’t been properly serviced. When I was about to get into bed, I found hair and mascara on the pillows, and it was obvious someone had used the bed. The hotel was charging over eight hundred dollars a night, so this was unacceptable. Cleanliness is a basic standard, not a luxury. Then, at about 1am, another guest walked right into my room because the front desk had failed to check me in properly and assigned the same room to someone else. That’s a serious security failure. No one should have another guest entering their room because of a check-in mistake. After I reported it, I sat in the foyer until 5am waiting for another room. The only option I was offered was a single bed, which wasn’t reasonable at that price or in line with the brand’s reputation. The front doorbell also didn’t work, so late arrivals have to stand outside knocking and hope someone hears. Basic access and security seem lacking. This went well beyond an inconvenience. Fundamental operating standards and guest safety broke down. Looking at other reviews, I fully expect a generic reply from Angela at the executive office instead of meaningful accountability. That says something in itself. I won’t stay here again.

From the moment we arrived, Giada handled everything smoothly and with real care. She was attentive, professional, warm, and efficient, and her eye for detail made the experience memorable. Hilton is lucky to have Giada representing the brand. I’d gladly return if I knew I could expect service like hers.