Great hotel location affording some rooms great views. Excellent bathrooms, comfortable beds. Lots of people obviously love it - maybe it helps if you upgrade to the Horizons Club, though I don't see why you should have to, especially as these rates not always on offer. Reception shambolic: no welcome, no porter, no offer of help with bags, no offer to join loyalty programme, told me the Shangri-La in Singapore is tired and needs updating! No apology for not correctly processing reservation. Horrible view of motorway toll booths. Annoying things in the bedroom like unplugged lamps, missing glasses, grubby hotel directory. Food and beverage not good. Saturday night the locals all book up the top floor restaurant and fill up the adjacent bar. Reserve days in advance or you have no chance. For a drink this leaves the Lobby Bar. Neon-lit chilled food cabinet, no music, no atmosphere, bright lighting. Nasty. Only available food outlet The Cafe. Horrible buffet. Dreadful, expensive, over-rated.
The reception staff were very friendly and efficient coupled with the room service staff who were professional, courteous and friendly. With many people at breakfast it was obvious the staff had difficulty coping with large queues, tables not set properly, inattentive staff.
Good location Price -- they are "luxury" in price only Also they lie about the construction that goes on there -- they DO work early in the morning before stated repair hours
The staff were amazing, the best hotel staff I have come across in Australia
Breakfast buffet was sumptuous.
Separate tub and shower. Separate beds available and view. Ease and immediacy of taxis. Free wifi
professional staff and attention to detail and cleanliness
Location This is not a hotel. It's a 1 bed flat (with old style carpet) and definitely does not feel like a high end hotel. Wifi never worked in 4 days despite repeatedly asking to have it fixed. I asked for a plug adaptor and was told to go and buy one (whilst other hotels in Australia always had one for foreign travelers). Breakfast 3 to low 4 star. There are plenty of nice hotels in the area. As a accor platinum card holder as decided to stay there. Never again,
Location of hotel and size of room. View from balcony - was on ground floor and very close to road, trees obscured view of bridge.
Location, great views, good access to the city and shops, relaxing and very comfortable, a good place to unwind.
I liked how it was in the middle of everything, restaurants at your door step, good breakfast Rooms are small and nothing in the bar fridge not even water you had to request, limited room service menu and the superior rooms are small but cosy
Proximity to harbour tourism areas, convenience to the city, viewing of the New Years' Eve fireworks display from the 8th floor pool deck.( Exclusive to hotel guests only ) No complaints.
Helpfulness and courtesy of staff and location
The location provided great access to Sydney's Circular Key, in addition to business and shopping areas, Art Galleries, Botanic Garden etc. The hotel restaurant was not open during the evening
The staff were excellent and provided great service Nothing...
The location - close to circular quay which we wanted. One switch controlled all lights. No good lighting for reading in bed.
location of the hotel too noisy, the music in the hotel played all night and prevented me from sleeping
Was close to the venues I was using while in Sydney. A little dated.
Convienient A bit run down
The location was nice and the hotel entrance is quite pleasant. The staff was a little odd from a giggly receptionist who lacked in some professionalism upon checking us in to other indifferent staff members working the front desk and the breakfast buffet. They weren't rude, but it wasn't welcoming. The room was a terrible disappointment actually. It looked nothing like the stunning pictures we saw online and the bathroom was not clean. Yes, it had clean towels and new toiletries but I could see parts of the floor hadn't been cleaned in probably a few months and there were gross stains from whatever on the back of the door and wall - It was just unpleasant to say the least.
The location is superb, within walking distance to sightsee and shopping.all the staffs were friendly helpful and wonderfull. We didn't get the room we requestedbut our room was upgraded to a much bigger room.we love this hotel! Got cochroach in the room..
Rocks Old fashion (terrace room), noisy
The location was ideal. The hotel is situated in the heart of The Rocks, and minutes from Circular Quay. I also enjoyed having laundry facilities on-site. While not clearly indicated, a small room with two washers ($3/load) and two dryers ($2/30 minutes) was available for guests to use. When we arrived at the hotel, they had no record of our reservation. Even once we checked in, they kept losing the file. There was insufficient staff at this hotel. The room we were given had 2 twin beds. One of the beds was missing a wheel which caused the bed to lean to one side. This was reported to the reception staff the next morning. When we returned at the end of the day, nothing had been done. We spoke to the hotel manager, the only staff member on-site overnight, and he was able to locate another boxspring, and solve the problem which was great. It was however disappointing that nothing came of our report during the day when there were additional staff members available.
Spacious room, clean, efficient friendly staff No bar or lounge facilities
Very good location.
the location was perfect as it was close to the major areas of Sydney as well as the train station and ferry terminal
The size of the rooms is fabulous and the fact that there is a balcony to sit out on and enjoy the morning sun The terrace by the pool is within the hotel itself and struggles to find any sun because the surrounding walls are close and tall
it was one night i got in late and left early so did not really use any thing but the bed
The receptionist was very welcoming and helpful with local knowledge. the room was very spacious and clean. We enjoyed relaxing in the spa and we thought the design of the hotel was very complimentary to the surrounding area, we thought keeping the terraced houses and incorporating them into the hotel was inspired! We thoroughly enjoyed our visit and intend coming again next year/
The location is unbeatable - right in the heart of the Rocks.
Awesome location in the heart of The Rocks precinct Old renovated building that lacks a lift and proper airconditioning
Location to the rocks markets Would have liked lifts, as have a back injury making going up and down the stairs a little painful.
Room was available Poor on so many accounts...on arrival was ignored while the team chatted for at least 5 minutes before they noticed. Markets itself as a 4 star...which is a Grace or Novotel...and it only has stairs. Rooms very basic. Breakfast was very basic....remember the expectation and the price. Then got charged $100 more than the price quoted by Booking.com on my confirmation, and I had to make a stance to get it reduced back. awful hotel....will never book it again. For the rate that it is commanding I would have happliy paid the $100 more and stayed at The Observatory under the Wotif deal.
Great location, perfect comfort, great old building feel meets boutique hotel
Friendly staff The fact that they lost the reservation made through your company. Amazing. Had to show paper copy of the reservation, which they honored. Not sure it's their fault or yours. Also asked about early check in (12.45) which was not honored.
The view from our room to the Opera House and part of the harbour. That, as an international hotel, they charge 1.5% surcharge on all credit cards - outrageous! Also, they tried to charge me $130.- more than contracted booking agency agreement.
the good location 1. first night was arranged in a noisy musty room at ground floor. 2. get a wrong bill at checkout, and if you use credit card, you have to surcharge a 1.5% credit card fee.
Location to harbour bridge and opera house
the welcome we received upon arrival, as well as all the help the staff gave us in finding our way around sydney
The location was good as it was near where our cruise ship left us and the Sydney Bridge as we did the tour. Also, handy to the Rocks weekend markets. The renovations had not been completed and we had not been notified that the lifts would be out and that there was no airconditioning. The ceiling fan was noisy and the bathroom fans from other rooms continually woke us during the night.
Great location We should have been warned that currently the hotel is being refurbished. Perhaps when done it will be alot better
I liked that breakfast was included, staff tried to meet our needs, the jelly beans, and every one was very friendly. The stairs!!!
wonderful position for sightseeing,oldest hotel in the rocks,with the oldest pub two doors away. Next street our cruise ship was docked so we were able to walk on board our ship with our luggage. fantastic no
The location was perfect, the staff were friendly and helpful and it was good value.
Good location; decoration; the building; nice and attentive staff. A more generous breakfast.
Location, ideal for the Rock's and access to transport links of Circular Quay. Noisy, room described as cosy, meant tiny! Furniture as old as the hotel. No mirror in room (complaint from wife). Receptionist (Elizabeth) quite rude when dealing with complaints from many quests. Refurbishment work still underway
We chose the wrong time to visit the Russell Hotel, as renovations were going on. However I am sure that in a few weeks time, when they are finished, it will be a very comfortable place to stay. Excellent location.
The location was good, walking distance to circular quay. The location was good, walking distance to circular quay. Small room, no chairs, expensive. We were brought breakfast to our room and expected to eat it there but there was nowhere to sit or put the tray, just the bed and the floor. No sign of the Acacia restaurant mentioned on the web site description. The hotel was effectively a building site and outside our room everywhere was coated in dust. No normal hotel facilities and we weren't told about the small guest lounge, in which we could have eaten our breakfast.
everything, loved the old world style, the staff are excellent, in fact we intend returning again soon,