Having never experienced five star accommodation, I was anticipating something unique. How promises can be deceiving!
For a variable price up to in excess of $300 a night, the room provided was no better than most motel rooms. The air conditioning was not turned on until the sixth day of our seven day stay. So much for room servicing! Needless to say, the room was stuffy. It had a good view of St Patrick's Cathedral though.
It was hard to find any of the room service meals appealing. The first two times we used it, we were charged a rate higher than the menu price. When I complained the second time, the account was adjusted and we were given one complimentary dessert as an apology.
The next time, having failed to have the overcharge go unnoticed, GST was then added to the menu price as another way of inflating the price even though GST was included in the price. This happened again in Harry's Restaurant whereupon I approached reception and demanded a clarification of this procedure. Yes, I was told GST is included in the menu price. No apology was offered for trying to charge it twice.
International visitors unaware of Australian practices could easily be duped and defrauded.
Hotel policy stated on the hotel's web site that WI Fi was included when bookings were made directly with the hotel. This was not offered to us. $20 dinner credit was not offered as promised. Unless you ask, the hotel's policy seemed to be to give as little as possible unless they were compelled to do so.
One morning at the breakfast buffet (overpriced and excessive with no option to pay less for a lighter meal), my partner was seated while I was at the buffet. She was asked by a staff member if she had any right to be there. I had signed us both in and a discreet inquiry of the check-in staff member would have avoided embarrassing her. No apology was offered. The saving grace was Ingrid who made us most welcome and offered a decent cup of coffee rather than the poorer quality coffee the hotel staff hoped most would accept.
As a self proclaimed five star hotel, this is totally delusional. As for listening to legitimate complaints, the Manager did not bother to respond to my letter detailing serious allegations of fraudulent charging and poor service. Clearly, he considered there were enough guests who would not challenge poor practices and there were enough sycophantic reviews that he could dismiss one that was critical.