This was the single worst hotel experience I've had anywhere, ever. I have been loyal to this brand for all my international travel, but this hotel was such a disaster -- and the management so unresponsive (actually, downright nasty) to my legitimate concerns -- that I am breaking my relationship with this brand completely.
I stayed here for 10 days, and only the final 3 or so days of my time were even tolerable. There was an issue (known to the staff prior to my arrival) with the air conditioner in my room that not only caused it to fail (i.e., no A/C) but led to a humidity/moisture level in my room that soaked the floor, bathroom towels, and bed linens down to the mattress; caused my hair never to dry; and soaked all of my clothes so thoroughly that it ruined my dry-clean only dresses which I might as well have tossed into the harbor. On the second day I politely mentioned this to management, encouraging staff to come up and see for themselves that I was not exaggerating. The front desk people were dismissive and pushed me from one person to the next without offering a resolution.
After 4 days of being continuously damp and continually ignored, and my patience starting to wear thin, they still refused to provide me with a new room. Instead, they put in one of those ionizing dryers that are toxic to humans, i.e. I could not be in the room whenever it was plugged in. The effects of the ionizer were negligible, and quickly vanished whenever I returned to the room and had to shut it off again.
Eight days in, they finally switched me to a new room, which was much better. Not anything majestic (a 2- or 3-star room at best), but certainly better than the moistened hell of the prior week. I was offered no compensation and no apologies.
I know that Americans don't always have the best reputation abroad, so I make it a point to be polite, friendly, and patient in all of my interactions. This was NEVER reciprocated. Not only were they rude and dismissive about my water-logged room; ever single interaction I had with the staff was unpleasant. A drink from the overpriced bar? It took 15 minutes and the bartender seemed furious that I dared to interrupt her lounging (I was the only person there at the time, and I tipped over 20% anyway, still trying to win them over with kindness). Ask the front desk if anyone had returned a pair of missing sunglasses? I was literally scoffed at and told to ask the bar, who sent me back to the front desk (neither actually bothered to check for me). It was to the point where I dreaded asking for even the most basic services... for which I was paying too much to begin with.
I was so excited about this trip, which made my experience here all the more devastating. Putting on damp underwear and socks every morning, being scared to ask the front desk for anything lest I face their scorn, and pulling up waterlogged covers at night... all for an exorbitant price. Forget it, Ibis. I've loved you all over Europe, and your Melbourne team was excellent... but your negligence at this Sydney location has destroyed your reputation for me forever. read more