"We stayed at Sydney Central Hotel, managed by The Ascott Limited, during our holiday in the last week of September. The hotel was mainly intended for us as a place to have breakfast, sleep, and relax after a day out exploring the city. In my view, a good hotel is one where I never have to call housekeeping or the front desk to get basic things done. Unfortunately, this was not the case here, nor in my previous stay at Somerset Grand Hanoi, also managed by Ascott, where I faced similarly unpleasant experiences.
In Hanoi, the water heater malfunctioned in very cold weather. After a long day outside, my young kids were forced to bathe in cold water, and we had to endure late-night repair work in the room instead of resting. It completely ruined that part of our trip.
At Sydney Central Hotel, issues continued. Although we requested early check-in, and were given a room around 2:30 pm, we immediately discovered clothes left behind by the previous occupants in the cabinet. The reception staff was polite and gave us another room, but it was more dated than the first. Later that night, we found that the bathtub drain stopper was missing, making the tub unusable. Despite multiple calls and reminders over four days, the issue was never resolved.
Housekeeping was also inconsistent — we were four guests, yet towels provided were often just two or three. On one occasion, we were told an additional towel could only be arranged the next day, which was unacceptable. To add to the frustration, the manager even made a remark about the booking site used, leaving the impression that guests who don’t book directly are not valued.
The only positive aspect was that when we had to leave early before breakfast, the staff arranged takeaway breakfast packs for us.
Overall, the lack of service quality and basic attention to guest comfort made this stay disappointing. A holiday should not be overshadowed by repeated calls and requests for essentials that should be standard. Based on these experiences, I will be avoiding such properties in the future."