Sheraton Grand Sydney Hyde Park

Reviews, get directions and contact details for Sheraton Grand Sydney Hyde Park

Sophisticated lodging with a seafood buffet restaurant, plus an indoor rooftop pool & a spa.

Address: 161 Elizabeth St, Sydney NSW 2000, Australia

Phone: (02) 9286 6000

Website

State: New South Wales

City: Sydney

Zip Code: 2000

Update Info

Similar places near

The Fullerton Hotel Sydney 256 miles Staying at Fullerton Hotel Sydney was more than just a hotel stay — it felt like expe...

Hyatt Regency Sydney 373 miles Wonderful location. Near many Sydney’s tourist attractions! Walkable through out the ...

ibis Styles Sydney Central 449 miles Nice hotel with a great location!nDefinitely the best about this hotel is the locatio...

W Sydney 472 miles We chose the W Hotel Darling Harbour to celebrate our wedding anniversary and our fir...

Ace Hotel Sydney 485 miles This hotel has a rather unusual room layout that may not suit everyone. The bathroom ...

Sofitel Sydney Darling Harbour 1 km Our first time staying at Sofitel Sydney Darling Harbour after a few previous trips t...

Reviews

I stay at this hotel with my family once a month, and we absolutely love it!nnThe reception team is always warm and welcoming, and our little one often receives some lovely goodies. As a Silver member, I really appreciate that they always try to upgrade our room whenever possible.nnA special thanks to Sandrine Qu, the Venue Manager—she’s amazing! She always looks after us during breakfast and dinner, and her professionalism and kindness make every visit even more enjoyable.nnWe also love the seafood buffet!nnWe’ll definitely be staying again!

I recently stayed at Sheraton Grand Sydney Hyde Park for three nights, occupying two rooms for my family’s visit to Sydney. As a long-standing Marriott Bonvoy member, I chose this hotel expecting the level of hospitality and guest recognition that Marriott properties are known for.nnThe hotel itself is impressive and I would like to acknowledge the dining team, who looked after my family’s dietary requirements with genuine care and professionalism. They were the highlight of our stay.nnUnfortunately, my experience with several other aspects of the hotel did not reflect the same standard.nnAlthough I fully understand that room upgrades are subject to availability and remain entirely at the hotel’s discretion, the overall approach to guest recognition left me disappointed. My interactions with parts of the front-of-house and Bell Desk teams felt transactional rather than welcoming and the warmth and attentiveness I have experienced at many other Marriott properties were noticeably absent.nnFollowing my stay, I wrote a detailed email to the General Manager outlining my experience. I appreciated receiving a courteous response from both the hotel and Marriott’s Consumer Affairs team. However, unlike other Marriott properties where I have seen feedback translated into immediate guest engagement and service recovery, the response here remained largely an acknowledgement of my comments rather than an experience that restored my confidence.nnHotels are not judged by whether mistakes occur, every hotel faces service challenges from time to time. They are judged by how they respond and how they make guests feel. That, in my view, is where this experience fell short.nnI genuinely hope the feedback I shared helps strengthen the service culture, because the property itself has tremendous potential. For now, however, I would choose a different Marriott property on my next visit to Sydney.

The staff were excellent. The hotel lobby was amazing. Trying to figure out the lighting situation in the room was difficult. It seemed it was mostly all or nothing- you either have all the lights on or just the night light. Also I couldn't use the pool, spa or sauna. At 7am in a Sunday morning, two people were doing laps in the pool, two people were in the small spa and two people in the small sauna. So it got over crowded. Have extended opening times I think would help.

Stayed for two nights in two interconnecting rooms and overall had a mixed experience. The rooms were spacious, well laid out and equipped with great amenities. The location is excellent, within easy walking distance of Pitt Street, George Street and some of Sydney’s best shopping and dining options.nnUnfortunately, the service let the hotel down. On arrival, we had a significant amount of luggage, yet there was no assistance offered. We were clearly struggling with bags and jackets, some of which fell onto the floor, while staff stood by without offering help. The Duty Manager kindly waived the valet parking fee, which was appreciated, but to be honest I would have preferred to pay and receive the level of service expected from a five star hotel.nnThe same issue occurred at checkout. I called twice from the room requesting assistance with luggage to the car, but nobody came. I’m not sure what the issue was, but it left a disappointing final impression.nnThe rooms and location are easily five star quality, but the lack of basic guest assistance means I cannot rate the experience as highly. There are several other five star hotels in the Sydney CBD that provide a much better level of service.

Looks Can Be DeceivingnFrom the moment you step into the lobby, the Sheraton Grand Sydney Hyde Park makes a stunning first impression. It looks great, the aesthetic is polished and grand, and it promises a five-star luxury experience. Unfortunately, that is exactly where it ends. Once you look past the beautiful physical facade, the actual stay falls incredibly short, primarily due to consistently poor customer service.nnFor a hotel of this calibre, the service felt completely disconnected. Staff across various departments seemed indifferent, and the premium experience you expect to pay for wasn't delivered.nnThis disappointment was most glaring in the Executive Lounge. For many travellers, lounge access is a primary reason for choosing a premium room tier, but the offering here was a letdown. The food quality was subpar, the range of options surprisingly limited, and the service in the lounge itself entirely lacking. Instead of a relaxing haven, it felt like an afterthought.nThe issues extended right into the guest room. A good night's sleep is the absolute bare minimum a luxury hotel should guarantee, but the bed fell completely flat. The mattress and bedding were of poor quality and uncomfortable, making it difficult to get any decent rest.nnIt is a real shame when a property has all the right hardware but completely fails on the software. It looks the part, but until they fix the service culture, the lounge standards, and the comfort of their beds, it is hard to recommend.

Comment on this business

Map, Satellite View
Street View

Directions to Sheraton Grand Sydney Hyde Park with public transportation

St James Station, Castlereagh St, Stand D 40 meters

339X

373X

374X

377X

396X

397X

St James Station, Elizabeth St, Stand B 40 meters

423

423X

426

428

428X

430

St James Station, Elizabeth St, Stand C 50 meters

304

333

343

392N

396

412

423

423X

426

428

428X

430

431

438N

438X

470

647s

685s

724e

St James Station, Elizabeth St, Stand A 70 meters