Kula Sydney- Mascot

We weren’t asking for a refund, just hoping to move our dates, but the property refused and offered no alternatives. We have a fully paid, non-refundable reservation and gave almost a month’s notice because one guest had an unexpected medical issue and couldn’t travel. The same room is now listed for less on those dates. Earlier, Agoda had let us change the booking after our airline suspended all Sydney flights, something outside our control. The property said no to this second request because of that first change. Its replies were cold, and when I explained the situation and asked what options we had as customers who still wanted to stay later, I got the same copied response again. This was the worst customer service I’ve experienced, and the first time I’ve written a negative review. I’m shocked by how little consideration they showed. It feels like this business cares about profit and not its customers. I wouldn’t spend my money here.

We’d driven 400 km to drop my family at Sydney airport, with my eight-month-old along, and arrived to find the room hadn’t been prepared. There was no reception, check-in was online, and after hours you couldn’t call anyone, only send a text or email. Replies took a long time. After an hour, I got confusing directions about the keys and parking. The apartment was a mess, so I took photos and emailed them. Much later the night manager called and offered two rooms on separate floors or a refund so we could find somewhere else, around 9 pm. There wasn’t a workable option for my family. The staff had forgotten to get the room ready, and the whole experience was awful. I wouldn’t recommend staying here.

We had a car but left it parked the whole time since the train station is only a few metres from Kula. There’s also parking on site, and you can walk to pretty much everything you need. We really enjoyed our four-night stay. No reception at the property, but staff are just a message away and kept us updated throughout.

We’d never stayed at Kula Mascot before our recent Sydney visit to family, but the accommodation, cleanliness and facilities were as good as places we’ve stayed elsewhere. The free reserved parking was a real bonus. Shops, cafes, buses and trains are all handy from this central Mascot spot. I called with a few check-in questions before the six-hour drive, and helpful staff sorted them out straight away. There aren’t front desk staff, which might feel a bit daunting at first, but we soon got the hang of things and coming and going was easy. We had a very enjoyable stay and will be back.