The Star Grand Hotel And Residences Sydney

Very disappointing check-in experience at The Star Grand Hotel on 5 Sept 2026. We booked a weekend stay at The Star Grand Hotel, including a 3-bedroom Harbour View Suite (A$ 1400+) and a Premium Harbour View Twin Room ( A$ 700+). The package clearly included complimentary breakfast for 2 guests, F&B credit, complimentary parking and other inclusions. Unfortunately, our experience started on a very disappointing note during check-in. We were told that we were entitled to only one complimentary breakfast for each room just because there was only one registered guest in their system, which was inconsistent with the package we had booked. When we raised the discrepancy with the staff member handling our check-in, Ramy, we found him to be particularly unhelpful. Rather than taking the initiative to clarify or verify our booking, his attitude came across as though the issue was simply not his responsibility because he was "only doing the check-in." There was very little willingness to investigate the matter or assist us in resolving it. We eventually had to insist on speaking to a manager before the issue was properly looked into and resolved. For a hotel of this standard, I expected much better customer service. Mistakes or discrepancies can happen, but what matters is how staff handle them. The lack of ownership, empathy and willingness to assist made the check-in experience unnecessarily stressful and frustrating. I believe the hotel needs to provide better training in customer service and soft skills, particularly on how staff should handle booking discrepancies and guest concerns. A simple willingness to listen, verify the booking and take ownership of the issue would have made a significant difference. Unfortunately, this poor first impression overshadowed what was supposed to be an enjoyable weekend stay.

What initially was a good start turned into a nightmare. First off we were given a room with a king and a queen bed when we were told we would have a king and two singles. We had 2 balconies and it was nice but it smelt of cigarettes. We informed them that we needed the two beds for our kids and they were more than willing to accommodate this and we were told someone would be with us within 5-10minutes to move us. We waited nearly 40 minutes and still nothing, even after ringing concierge to work out what was going on. At this point we went back downstairs and said look we’re going to miss our reservation if you don’t sort this out. So we left our belongings with them, arrived back after our dinner plans to our new room to find we have now been downgraded. The kids have a bed each but now we’ve been moved to a queen with 1 balcony. All up, not a great experience and certainly no offers to resolve this problem. Would we go here again? No I don’t think we will. 1/5*

The Star Grand Hotel, Pyrmont — Superior King Room — 4.5/5 The room matches the advertised photos accurately. The king bed is large and medium-firm, set up with two king and two standard soft pillows. Blockout curtains are good if you have a bit of jetlag and need a daytime snooze. In-room amenities include a Nespresso machine with coffee pods, tea bags, instant coffee, a kettle, and complimentary bottled water. There is no mini bar. Foxtel is provided with a strong selection of live and on-demand movies and TV. Bath sheets in place of standard bath towels are a nice touch, along with the robes and slippers. Karl Lagerfeld toiletries round out the bathroom well. Location is a strength: 10–15 minutes on foot to Darling Harbour, the ferry, and the Maritime Museum, with trams, taxis, and rideshare at the door. Ideal for a city stay, particularly if visiting the casino. Strongly recommended on a members reward booking — excellent value at $199/night. At the $427/night rack rate it's harder to justify; don't pay full price. Room 826.

We recently stayed at The Star Grand Hotel, and overall it was a really enjoyable experience. From the moment we arrived, the atmosphere felt modern and welcoming, and the check-in process was smooth and efficient. The room was clean, spacious, and well-presented, with a great view that made the stay even better. The bed was super comfortable, and everything we needed was provided, which made it easy to relax and enjoy our time there. One of the highlights was the location—it’s close to plenty of restaurants, shops, and entertainment, so there was always something to do nearby. The facilities at the hotel were also impressive, especially the pool and other amenities which added to the overall experience. The staff were friendly and helpful throughout our stay, always willing to assist with anything we needed. Overall, The Star Grand Hotel is a great place to stay if you’re looking for comfort, convenience, and a bit of luxury. I’d definitely consider coming back again.