Novotel Sydney Darling Square

Shocking service on the Tuesday morning at 12:30am by Blanche and another lady starting with M (I believe this person was a manager in charge).

We came back from outside and went to my room and get the “free drink sign” to redeem. This sign is basically giving you complementary drink vouchers when we choose to not get our rooms cleaned.

First of all, we understand that it’s our fault to go down at midnight as the sign stated to go down by 9pm. However, when we speak to Blanche, she first said we weren’t able to get the vouchers as we’ll checkout on today (Tuesday 12pm) and she said we need to come down and ask for those vouchers on our first day arrival (which it wasn’t stated on the sign). Then we told her that we should be getting these vouchers during our stay so technically we’re still here, and there was nothing saying about coming down on first day, hence we should be eligible for the vouchers regardless.

To be honest, getting the drinks or not it doesn’t matter. But the attitude from them were extremely unpleasant. The way they both spoke to us were unprofessional. Both of them. If you advised nicely and provide more detailed instructions this would have been much nicer. But they didn’t want to listen to us at all. Or this could have been explained clearer when we checked in. Again this wasn’t the main point, the attitude and how the provide customer service is just wrong. Arguing and trying to prove that the customers at faults are unnecessary. The instructions didn’t say we must go down to inform we don’t want to use room cleaning service and must be on the first day. This wasn’t stated on the sign at all so we thought we could have gone down and asked any days during our stay. If we were aware then we wouldn’t go through all of these.

Not to mention there were NO water or welcome drinks in the room, NO towels. NO slippers, NO toothpaste, NO toothbrush. Again, we understand that housekeepers might be busy so we didn’t get upset over these. But today’s experience was just unbelievable and we couldn’t take it anymore.