Y Hotel on Hyde Park

Nicole at reception was absolutely wonderful.

This was one of the most disappointing hotel experiences I have had. During my stay, an item worth approximately $500 went missing from my room. I reported the issue expecting at least some level of concern, investigation, or support. Instead, I was met with indifference from staff and felt completely ignored throughout the process. What made the situation even worse was the response at check-out. When I raised the issue again, staff were rude, dismissive, and showed no interest in helping. No meaningful action appeared to have been taken, no updates were provided, and not even a basic apology was offered. I was left feeling as though my concerns were an inconvenience rather than a serious issue involving a guest's missing property. For a hotel that promotes itself as providing quality service, the lack of professionalism and customer care was shocking. Losing a valuable item is frustrating enough, but being treated with such disregard by hotel staff made the experience far worse. I left with no answers, no resolution, and no confidence that the matter was ever taken seriously. Based on the way this situation was handled, I would not stay here again and would not recommend this hotel to others.

I love it

Looks Can Be Deceiving From 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. For 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. This 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. The 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. It 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.

Had a whistling sound of plumbing through walls wake us up around 5am on Sunday. Brought this up to reception and nothing was done, just a sorry. Pretty sad seen as though we thought this was a premium hotel but most things at the hotel are super dated.

Aircon didn't work in my room for my stay