ibis Sydney World Square Hotel 3 stars

I guess this is all electronically sent, sorry to give you this rating but I guess you might read the Dissatisfied comments. I believe your staff are doing their very best and thanks for that. Just would like some notification of my refund etc Booking info Your reservation was canceled on 18/03/2020 at 10:14:00. Reservation made in the name of : Mr W. Mark Reservation number: HWBSCCMW Transaction number: HWBSCCMW_03…0260PP Date of stay: From 27/03/2020 to 30/03/2020 Your stay: 1 room, 3 nights 2 adults , 0 child Cancellation number: 6357.

I'm satisfied, good service from the staff.

So here is the issue. I am a Platinum member and frequent visitor of Ibis hotels and especially the Ibis World Square. I have a booking for 9 nights and i informed them that I will arrive at 8AM in the morning. They can only assign me to this lousy room on the 1st floor saying they were fully booked the day before. Honestly which I think is really hard to believe. It was still bookable and during the time of Corona crisis I do not believe any hotel was fully booked. This room on 1st floor is of course noisy, dark and smelly. They they offering an alternative room on the 3rd floor. Kind of an appartment outside of the building and have to go through some dodgy stairways. Room was nicer though but had no working table. They offered me to set-up a table in the hallway... Come on really. Eventually I went back to the my original room. I was just to tired changing again later. So I stayed 9 nights in this depressing room. The worst thing however were the insects. Every day I had fly´s in the room. I forgot to ask housekeeping to take care of that but then i would have expected some cleanliness in the room. Which was not happening. The worst was then this dead coakroach lying in the front of the door. After complaing I receive the usual "i apologize" and nothing else. But the worse was something else. While in the middle of the Corona crisis, Australia was shutting down and I was concern of getting back home as soon as possible. Unfortunately I had booked a pre-paid rate. This very impolite lady at the reception tells me that there will be no refunds or credits. So I had another follow up booking with the Novotel darling Harbour, also a pre-paid rate and they would immediately allow me to cancel and give me my pre-paid amount as credit. After have challenge this lady again, she tells me that this Ibis is an owner owned hotels (what else actually) and the decision of the owners was not to refund anything or not even credit for future stay. This I really found very hard to believe that owners would do individual decisions here like that. Not having any empathy. I am also working in the travel industry. I am a Director of an australian tour operator and a DMC operations. We are als had to deal every day with cancelations and we were given out credits. So I asked again another gentlemen and got the same answers. What also bothered me, was this attitude of the staff. "Sorry policy, we are an owner operated hotel" and basically we do not care what you say. Again YOU ARE AN ACCOR HOTEL and I am a platinum member. This is the reason why i am choosing your hotel and not any other. Anyway you can be assured that I will never stay at your hotel again and will never recommend to any of my fellow business travellers. Then again, you do not care. At least according to your staff. The whole Corona situation was already terrible enough and your hotel did not make any effort to at least maintain any loyal clients who has already stayed several times at your hotel.

Sent survey a week before a stay which had already been cancelled. Not impressed with your system.

Place is in the heart of CBD. I had a good stay. The staffs were very friendly. I just want to make a comment to the setup of the room. The room where I stayed I can't fully open the door of the closet because of the side table. The safe is in the closet and there's no way you can't access it fully because of the limit on the gap when you open the door. Not a good set up.