Pullman Sydney Airport

The breakfasts were terrible, especially the last one. I happened to notice green mould on a corner of a square slice of bread and reported it. Staff apologised, took it back to the kitchen, and gave no explanation. There also aren’t convenient facilities around the hotel, and getting to the city centre means taking the train, which costs about 5 AUD each way. My family spent three nights in rooms 208 and 209 during an otherwise wonderful Sydney trip, but the Pullman Sydney Airport Hotel was a real letdown. At check-in, there were no slippers, toothbrushes or razors, and the toilet had no bidet spray. We only had two complimentary water bottles. Room service eventually brought slippers and toothbrushes after we asked, but the next day they didn’t replace the water, so we had to ask again. It was a really bad experience.

The room was immaculate, fresh and clearly well maintained, with none of the musty smells I’ve noticed at some airport hotels. The bed was sublime and I slept perfectly. At check-in, Bhupesh was phenomenal: engaging, polite, genuinely friendly and very helpful. His warmth and professionalism made me feel welcome straight away. As a frequent traveller, I don’t often get service like that. My stay at Pullman Sydney Airport exceeded expectations. Between the excellent service and the well-kept rooms, it’s one of the best airport hotel stays I’ve had. I’d happily return and recommend it to anyone travelling through Sydney.

A fire evacuation after midnight was inconvenient, but the Pullman Sydney Airport team handled it with calm communication, professionalism and real care. By checkout, they’d completely turned the experience around. That’s how hospitality and service recovery should be handled, and I wish more hotels showed the same grace and initiative. Matt and Ian in the restaurant deserve a special mention. They were fantastic and warm, attentive throughout our stay. Great people, attitude and customer service.

The bed was fine, but the rest of our stay at the Pullman Sydney Airport was disappointing. Our first room stayed at a constant 25°C, and the air conditioning didn’t work. We left it on, but the temperature was unchanged when we got back. Reception couldn’t fix it and said they’d look for another room. It took two hours to find one, and we only moved at 22:30. Staff openly said the air-conditioning system has ongoing problems. Both rooms smelled heavy and unpleasant, so I suspect the system may be under-capacity and possibly have mould. At checkout they asked, “How was your room?” I explained what had happened, but got no response or apology. If you don’t want honest feedback, don’t ask. Breakfast costs 38 dollars and wasn’t worth it. Even the food display was unattractive. Do.