Pullman Quay Grand Sydney Harbour Hotel 5 stars

Fantastic room (501)- clean, great views Hotel very central to everything in the city ie ferry,tram,train also bars and restaurants Staff friendly and efficient Booking 2 nights in November for birthday celebrations

I booked this as part of my daughters eighteenth birthday celebration. We checked in and once in the room heard drilling & banging directly above us. I rang the duty manager and was told that they would get it stopped I also asked about the chocolates that I had ordered but were not in the room & was told the Chef had to prepare them. The noise continued so I rang the front desk again & was told it would stop soon. It didn't so we left early for dinner. We were promised that there would be no work the next day. Next morning we were woken up by things being dropped on the floor & about 9.00am the drilling started again & the chocolates had not arrived. I rang the duty manager again, I was hung up on, I rang again & was told I needed to speak to Simon, the person who promised me the previous day that no work would be done, and he would ring me back - he didn't. So in shear frustration we checked out early. As expected I had to call Simon to get the promised refund transacted. Service at this hotel is non-existent & I was / am appalled. Every promise that was made was broken, even something as simple as getting the chocolates that were ordered to the room. Completely ruined what was to be a happy celebration

Just a short stay overnight. Staff were fantastic. We had drinks and nibbles at the bar. Nice and casual.

Hi guys , My wife and i have stayed at the Quay many times over the last 20 years - overall a great hotel. However in recent times there seems to be a few small problems turning up eg stayed there a few weeks ago - used our drink vouchers - the drinks turned up on the bill - rang up - the guys told me they would sort it out and ring me back - no call so far

This is our third time staying at this hotel. It is so beautiful. The view of the harbour and location is amazing. The staff especially the front desk staff were very friendly.

The room was great (renovated one) and the food quality was good. Our Botanical Garden room was great. Much better than expected. Unfortunately the service was quite poor on many levels. Breakfast was served in the bar. Low foot stools as seating and bar tables. Very uncomfortable. I can't see why breakfast wasn't served in the restaurant on proper chairs and tables. We have been charged for items we haven't purchased and on several occasions. New charges keep appearing on our credit cards even 2 days after we checked out. I'm about query some of these stray bottles of wine, vodka and breakfast charges. Great stay, however, it puts a bad taste in your mouth when the hotel has free run of your credit card and charges all sorts of items to it.

Very pleasant

checkin excellent but went down hill from their room excellent no welcome package no water in room & only when we enquired was told no bar or restaurant during our stay but very limited room service but from memory no breakfast at all.

We had a one bedroom harbour view apartment which has been refurbished. The position is right on Cicular Quay with a view of the Harbour Bridge. Perfect for exploring all of the Sydney CBD, and beyond via the ferries on the doorstep. Reception was efficient and friendly, the apartment was immaculately clean with all the amenities one would need for a long stay. As in the past, it is difficult to park when checking in. There is a 5 minute stopping area, but it is always occupied by non guests who have left their cars for hours. So one person has to sit in the idling car on the road while the other checks in and looks for the car valet to park the car.

Great views and lovely accomodation

lack of info regarding lack of breakfast, limited menu etc. TV in bedroom kept switching on every 1/2 hr & even though reported nothing done while we were there.

So good to be back at the Pullman after several months due to COVID-19. Our room had been nicely renovated so that was an added bonus.

Unfortunately disappointed

Always pleasant experience

As a loyal Accor member that comes to your hotel multiple times per year this was a very disappointing stay on so many levels We have even had 3 conferences at your venue in the past few years... bringing at least 30K to your hotel in conferences...add that to all the rooms, F&B spend and our other stays... yep, we like you hotel, it's one of my favourites in Australia and globally with all my travel. BUT here's just a few of the problems we had, and reasons for the very disappointing stay... 1) We arrived and were made to wait more than 15mins to get checked in as there was only 1 person at reception. A female staff member (apparently a male was elsewhere). Several people were frustrated with having to stand around and wait so long. 2) I had to unload my own car as my own Bellboy. I also had to take all the luggage to my room by myself. No one helped, no one even offered to leave it and have it brought up to the room. I understand that might not seem like a big deal, but if I am expected to pay premium prices for 5 star service and it doesn't even match 3.5 star service...then what am I paying the extra for? 3) No drinks vouchers or Accor benefits were offered or given at Check in. Nor upon getting to our room. No thank you note. No wine, chocolates, nothing. Not even a simple bottle of water. Whilst I understand "Covid" issues across all industries and hotels, I'm failing to see why the simple basics of loyalty, respect and a few simple expressions of gratitude are completed neglected. 4) We were room 801 - 2 bd. I was using the room to setup lights, 2 round bar tables for the presenting of a live 2 day digital conference for clients of mine with a great setup, plenty of room as obviously we couldn't have people face to face at your hotel like previously in the conference rooms. The challenge was we checked in Thursday around 12.30pm dependant on when we were actually checked in (see point 1 above). We rang reception to request the 2 round bar tables at approx 1pm as we needed them for a 2pm start with a few clients in a pre conference session. Nothing arrived. We called at approx 1.15pm again at 1.30pm and each time we were directly told "they are being brought up right now" and each time nothing occurred. My wife was the one that called at 1.30pm again clearly expressing the urgency of getting them and even offering again, to have me come down and get them myself. I honestly didn't mind. I again called myself at 1.40-1.45pm, this time being direct as I am sick of being lied to as they were NOT "being brought up right now". I even offered AGAIN to come down and get them. FINALLY at 1.58pm 2 tables arrived. Physically impossible to setup screens, laptops, cords, cameras and lighting etc for a 2pm start... we rushed around stupidly and started approx 2.12pm to the disappointment and frustration of my clients 5) One of my staff was staying in the 2nd room and when we rang housekeeping to get the 2 single beds made up into 1 bed, at around 4pm, we were told that housekeeping could not change the room today as they had gone home. We then offered to do it ourselves, but we needed the larger sheets. We were told that they could not provide that and we would have to wait until the next day for housekeeping to do it. Seriously? We couldn't make up our own bed?!? 6) I rang through to reception requesting a few bottles of water for myself, my wife and my team member. Probably around 1030-11pm is when i rang. I was told that "we don't have any" to which I was very surprised... a 5 star hotel that doesn't have a few bottles of water? And besides that, it's complimentary to Loyalty members... and I didn't even get any upon arrival either... I was quite shocked and literally said "ummmm..." and paused not sure what to say. I was then told "I will find some and bring them up". So I hung up feeling perplexed but assumed it was ok. 5mins later, 4 bottles of water were delivered... sparkling water. Not still. Sparkling. None of us were wanting sparkling water at 11pm. This whole situation was just weird, wrong and perplexing. And then upon checkout I was charged for the bottles of sparkling water?! Ruth did then offer at check out to not charge us for them but none of that should have happened in the first place. 7) When my staff member went to bed and went to plug in a phone charger near the bed side table, he put his hand onto a used condom packet... Ah yep. you read that correctly. A USED CONDOM PACKET. In fairly decent view that anyone who made up the bed, would have easily saw at the top of the bedside table. Don't know what else to say here but that I am appalled at the lack of hygiene. Forget Covid, this is bad enough. 8) As you're aware, Q Dining is not open for breakfast. Whilst the scapegoat is "covid-19" the reality is, that if the restaurant can be open from 5pm onwards, then it can be open for breakfast. I understand business (I have 6 companies, 3 of which are global and some are involved with franchising) so i understanding expense management, loyalty programs et al and your situation with breakfast being no doubt "free' for many staying in house loyalty members... and hence, breakfast being available is actually a large cost to you. I get it. But it's a cheapshot of cost savings for your hotel. Not once on any booking pages, nor even now on the website, does it advise of breakfast not being available / Q Dining not being open until 5pm etc. (check your online booking even today and it actually PROMOTES Q Dining and it's opening hours for breakfast etc, which is actually false advertising and deliberately misleading guests. Yes it's a simple and cost saving move for the hotel to not have to cover the costs of breakfast, but it's a dodgy move to not offer breakfast that ultimately you lose money from, but leave open dining for dinner, because you know you can make money from it. As a businessman, you know that's NOT the right thing to be doing to deceive customers, especially loyalty members that are meant to be experiencing 5 star treatment and the hotel did NOT advise or even attempt to make people aware of the restrictions in service, breakfast etc. In fact, the exact opposite of promoting false information. 9) The fitness are and pool aren't open. I understand that. No issues there with all the covid restrictions. I'm not complaining as I understand your situation but this does add to the frustration of paying full PREMIUM price for 5star, that did not even go close to that standard or services offered. I am very disappointed with you hotel and staff. I paid nearly 2k for 3 nights accommodation. Services were exceptionally limited (no gym/pool) check in was a nightmare. No room service. No bellboy or assistance with luggage. It took nearly 1hr to get 2 bar tables delivered to the room. No larger sheets for bedding could be provided. No loyalty drinks. Nothing in the room upon arrival. Not even water. BUT we did get a USED CONDOM wrapper "provided". And then we were deliberately misled around the restaurant and breakfast. Even just breakfast alone for 3 mornings (2 rooms - 4 loyal members) costs me another $120 ($30 pp) added to the hotel stay. Yet despite all of that horrendous service or lack thereof, we were charged a PREMIUM PRICE for everything. $1,800 for 3 nights without any service, no loyalty, no breakfast, poor cleanliness etc... seriously?! I settled a $2,900 account at check out (without a fuss) with car parking, another room at the hotel for my Executive Assistant to stay in Do you feel that is acceptable for a 5 star hotel? Your hotel? Forget our 30+K loyalty in past few years, this is poor enough. Even paying $750 for one night without breakfast after being mislead... Seriously frustrated with your hotel. I'm expecting an apology, a call asap and significant remuneration/rebate on premium costs and services that weren't even close to being fulfilled.