West Hotel Sydney, Curio Collection by Hilton

Extremely disappointing stay at West Hotel Sydney. From the moment we checked in, the service was underwhelming — the staff member barely engaged with us and wouldn’t even make eye contact. The room itself was clean but very plain and not what we expected for the price. We also didn’t receive the welcome drink that was included with our booking and had to ask for it on our last day. Our air-conditioning didn’t work and when we raised it with reception, the response was indifferent at best — it felt like it was seen as our problem rather than something they were responsible for fixing. There was no follow-up after our complaint either. The buffet breakfast was also very disappointing — nothing like the photos, very limited and low quality. Overall, we left feeling very unimpressed with what ended up being a very expensive and underwhelming stay. Definitely not worth the cost and we won’t be returning Thank you for responding, however your reply doesn’t resolve or improve my experience. While I appreciate the acknowledgment, nothing in your message addresses the lack of service or follow-up during my stay, nor does it offer a genuine resolution. I raised my concerns at the time and felt they were dismissed. Unfortunately, a generic apology after the fact doesn’t change what happened, and I would have expected better customer care both during my stay and in your response now. I hope future guests receive a more proactive and personalised level of service.

Do not let the hotel's boutique scale deceive you. From the moment of entry, West Hotel Sydney delivers a compelling "wow" factor, distinguished by its exquisite and thoughtful design. The aesthetic is impeccably modern and immaculate. Check in was swift and effortless, complemented by the cordial and professional staff. The guest rooms, while cozy in dimension, are elevated by a series of luxurious, small touches that transform the experience. The bedding is a particular highlight: wide, plush, yet supportive pillows, a remarkably comfortable mattress, and finely quilted covers combine to create an air of pure indulgence. Furthermore, the bath linens including the large towels and even the bath mats are of undeniable premium quality. The included buffet breakfast was rather disappointing.

The location of this hotel is pretty much the only thing it has going for it. Unfortunately this was a very disappointing experience and absolutely not worth anything near what the rate is. West Hotel advertises 24hr room service, which is one of the key reasons we chose it. What they failed to mention anywhere is that they were only doing room service during breakfast. This was not mentioned on booking, upon check in or in the room. Only once we spoke to staff the next day did we learn that the restaurant had changed operating hours. We’d booked two Banksia Deluxe Plus (levels 5-8) rooms and upon check in, we were informed that due to one adult and one child, one room would be on level 4. The hotel had emailed earlier that week to ask if we wanted the King bed or if they should “change the room configuration” for two singles. The two singles was gratefully accepted, and there was no mention of it not being a “Banksia Deluxe Plus” room. When I attempted to gain clarification later by email, I was told that they could only provide two beds on level four. This was very frustrating as a) we booked and PAID for a room on levels 5-8 and b) we were told via email that they could change the room configuration c) the staff member I was emailing implied that I had requested this particular room (which I hadn’t, I was perfectly happy to keep a king bed and share with my child until they offered the SAME room with the bed split in two). When we arrived in our room, it clearly hadn’t been cleaned and serviced properly. There was dust on the surfaces, packets of tea had been opened and not replaced, stains on the curtains, marks across the bathroom door and not to mention the cups and spoons provided were dirty. When this was raised again with the hotel they “were sorry for the oversight.” We hoped the West would be redeemed by the complimentary breakfast the next morning, and although the Maître D was very bubbly, the breakfast selection was dismal (tropical fruit is now referring to dried out oranges and two different types of melon). Unfortunately barista coffee came at an additional cost. On checkout (we stayed two nights, so plenty of time for them to attempt to rectify any mistakes) we were charged twice for a lunch on the first day, despite it also being a lunch special. The menu had to be retrieved (by us) and shown to get the total reduced. So… a quick recap! We had: - room confusion (well I was confused, they were adamant that despite a deluxe plus being on floors 5–8 it’s the same price as a twin on 4) - an unclean, definitely not sanitised room - a free minibar… except it’s not, there’s nothing available in room and room service isn’t available - a sad breakfast Oh and the TV and internet intermittently works. The West Hotel Sydney is not worth the money and if you do want to stay here, maybe check the restaurant’s hours.

An absolutely exceptional stay. This hotel is a standout choice in Sydney, delivering an experience that is truly next level. From the moment of arrival, the service was flawless—impeccable, attentive, and genuinely welcoming. The entire property exudes a sophisticated and vibrant atmosphere. Its prime location is unbeatable, placing you at the heart of the action, mere steps from iconic attractions and the city's electric nightlife. The chic in-house cocktail bar is a destination in itself and the perfect place to unwind. I cannot recommend this hotel highly enough

If I could give this hotel 0 stars I would. Rooms were extremely tiny. The bed and pillows feel like I was sleeping on a rock. I booked this hotel only because they told me I would be able to do an early check it which did not happen. I was also told that they provided a substantial buffet breakfast. They had two types of cereal, bread, eggs, bacon, sausages and some messily fruit. The cheese for the bread was off and you could tell it was old as the end of the slices were turning white and hard. The coffee was also an extra charge. Please save your money and don’t stay here. The worst hotel experience of my entire life.

The hotel is close to the Kent Street Exit of the Wynyard Station, though dragging the suitcase from the station to the hotel requires a bit of juggling. It is close to the harbor front and you are within walking distance to the major sightseeing spots in the city centre. The room is snug but well appointed and functional. The layout is efficient given its relatively small size and my stay is comfy and bubbly. The reception team was super helpful and understanding. This is a hotel that I will definitely return if I am in Sydney again.

Typically smallish, city style, rooms. Large enough you don’t feel cramped. Stylistic interior design. Fresh. Great location. Access to Wynyard station, several major bus routes with stops very close by. Good Hilton breakfast a cut above the usual. Quiet and good sleeping. Excellent bed.

Wonderful stay at this property. We were in town for the Sydney Marathon and after checking in to our original hotel we needed to move to a new location asap as our hotel was very loud being next to a bar which made sleeping near impossible. Walking into our room at the West was a huge sigh of relief as it was completely silent and we were excited to catch up on sleep before the marathon. The hotel went above and beyond for the marathon runners and provided us with a gift bag before the race and coordinated breakfast boxes for pickup the morning of the race. The small gesture was beyond appreciated. The bathroom was dreamy and the bed was super comfortable. We would gladly stay at this property on our next trip to Sydney. Thank you West Hotel for turning out trip around!