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Shangri-La Hotel, Sydney

  1. Sydney
  2. New South Wales Lodging

Reviews, get directions and contact details for Shangri-La Hotel, Sydney

Shangri-La Hotel, Sydney
Address: 176 Cumberland St, Sydney NSW 2000, Australia
Phone: (02) 9250 6000
State: New South Wales
City: Sydney
Zip Code: 2000


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Reviews
The hotel is clean, staff were professional and very well groomed. Food at lunch and dinner was nice, seasoned and well presented. Room service was a 45 minute wait at 10pm , not really acceptable, 30 minute wait is a usual wait time in hotels around the world . Communication within the hotel is very poor amongst different departments. Our group had a 3pm check in, we were unable to check in until 5.30pm, the hotel did give a $100 credit for the inconvenience. Check out was annoying, they ushur all guests leaving and arriving through the same entrance so it very slow and conjuested. Checking out and paying extra room charges took around 35mins as the computer system seems outdated, very slow process checking out. Amenities were very clean and tidy. The rooms were immaculate. The phone service from the hotel room to contact room service or laundry was a rather long wait to have a staff member answer the call. Overall I would definitely stay here again as the view from the room was awesome. It is a very busy hotel that just needs better communication between departments for a much smoother and relaxing stay. A great bonus is the off street parking on arrival and departure, valet staff were very professional and helpful.
Our recent stay at Shangri-La Sydney was nothing short of exceptional. From the moment we arrived to the moment we departed, every interaction was marked by warmth, professionalism, and an unmistakable commitment to excellence.nnThe level of service across all areas of the hotel was outstanding. Every staff member we encountered was attentive, genuine, and proactive — anticipating needs before we even had to ask. It’s rare to experience such consistency, and it truly set this stay apart.nnThe hotel itself is beautifully maintained, calm, and refined, creating a sense of ease the moment you step inside. Our room was immaculate and thoughtfully prepared, offering both comfort and luxury, with the kind of details that make you feel genuinely cared for rather than simply accommodated.nnWhat impressed us most was how seamless everything felt — nothing was ever too much trouble, and everything was handled with grace and efficiency. It’s clear that service here isn’t just a standard; it’s a culture.nnThank you to the entire Shangri-La Sydney team for creating such a memorable experience. We left feeling refreshed, valued, and already looking forward to our next stay. Highly recommended for anyone seeking an unforgettable Sydney experience.
We were pampered at our recent stay at Shangri-la Sydney. From the moment we checked in we were treated well. Our family of six fit comfortably in two rooms; the hotel is very family friendly. The front desk staff offered the kids caramels and since we were celebrating our son’s birthday they even left birthday cakes in our rooms! We have never had that happen before at a hotel! The rooms were large and beautiful. We were upgraded to a room with great view of the opera house. We felt very special. The food at the breakfast buffet was also sensational!nnEveryone treated us so kindly and we would happily stay here again. The hotel staff made our first time in Australia so special and memorable. I can’t say enough positive things about our stay. Thank you!
To start with the positives:n– a very good view from the roomn– breakfast quality was acceptablennMinor negatives:n– the property clearly requires renovationn– many elements are worn out, including peeling paint on the wallsnnAll of the above, however, is insignificant compared to what happened next.nnI have stayed in hundreds of hotels worldwide, and this was by far the worst experience I have ever had — not because of the room itself, but because of how the situation was handled.nnI paid for my stay at the beginning of my visit. At checkout, I received a final bill. At that point, the matter should have been fully closed.nnInstead, during the New Year’s Eve period, when I was no longer even in Sydney, the hotel charged my card again for almost 2,000 AUD. This charge was made:n– without any invoicen– without explanationn– and without any apparent basisnnIn my experience, this was handled in a way that closely resembles scam-like practices, where card details are used to withdraw funds without proper justification.nnI contacted the hotel immediately. I was informed that the charge was incorrect, yet I was also told that a refund could not be processed because the finance team was unavailable.nnSo effectively:n– the hotel had the capability to take my money during the New Year’s Eve partyn– but was unable to return it the following day due to internal availability issuesnnSince then, I have received only vague and non-committal responses, with no clear confirmation of:n– when the refund has actually been processedn– when the funds will return to my accountnnNo compensation has been offered, despite the fact that I was deprived of access to approximately 2,000 AUD of my own money for an undefined period of time, due solely to the hotel’s error.nnAs of today, I am still waiting for my money to be returned, and it increasingly appears that this may be the first time I will be forced to initiate a chargeback against a hotel.nnThis is entirely unacceptable and completely inconsistent with a brand positioning itself as premium.nnI do not recommend this hotel, particularly to anyone who values financial security and basic standards of customer care.
A good quality but generic hotel. Some of the staff were a bit of a let down. But having said that the other other 60-70% of the staff were great. The bar staff at level 36 not so great. Poor communication & put our drinks on the wrong room even after several repeats from me with the correct room #. The staff at the downstairs cafe bar also not great. Sooo slow. The reception staff were fantastic,bthe door staff also fantastic! Great door staff. The entire concierge was brilliant.
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