A Stay at W Sydney - A Long-Awaited Visit Turned Unexpected Refuge
Ever since the grand opening, I had been dying to experience the W Sydney, reserving it in my mind for a milestone occasion—a birthday, an anniversary, or perhaps a well-deserved escape. But life had other plans. When my apartment flooded unexpectedly, I found myself scrambling for a last-minute stay. With my cat in tow, I searched frantically for pet-friendly accommodations, only to find that W Sydney was the only hotel in the city that welcomed pets. The only other option was in Manly, which was simply not suitable given my situation. In the midst of chaos, W Sydney became my unexpected refuge.
The W Sydney: History and Background
The W Sydney, part of the globally recognised W Hotels chain under Marriott, opened its doors in October 2023. Situated in the heart of Darling Harbour, this stunning hotel boasts bold architecture, a luxurious atmosphere, and a vibrant nightlife scene. With a reputation for providing trendy, high-end experiences, the brand promises glamour and indulgence for every guest.
I had initially planned to stay here for a special occasion, but due to an emergency, I had to book last minute. After waking up to a flooded apartment and dealing with the immediate chaos of water damage, I needed a place to regroup and find comfort.
The Booking and Check-In Experience
My initial experience started with some frustration. I called the reservation line three times receiving conflicting information regarding the pet policy. Some representatives mentioned an early check-in was possible at an additional charge, while others seemed dismissive of my queries. Given my stressful situation, I found the lack of clarity frustrating.
However, the welcome experience was an absolute breath of fresh air upon arrival. The front desk staff greeted me with warm smiles and genuine hospitality, which instantly made me feel at ease. To my relief, they accommodated my early check-in without extra cost—an incredible act of kindness that meant the world to me after the morning’s ordeal. Walking into my room hours before standard check-in felt like an absolute luxury, allowing me to decompress and settle in without delay.
Image Credit: Tarnia Riggs
The Room and Pet-Friendly Challenges
Settling into my room, I expected the PAW package (the hotel’s pet amenity service) to arrive shortly. Unfortunately, by 2 PM, nothing had been delivered. Since hotel policy states that pets cannot be left alone in the room, I was essentially stuck ordering room service instead of being able to explore the city or dine out.
Over the next several hours, I made five follow-up calls regarding the pet amenities. Each time, I encountered miscommunication among staff. Despite repeatedly stating I had a cat, I was brought dog beds and treats multiple times. The staff seemed confused about what was included in the PAW package, and at one point, I was even advised to go purchase a litter tray myself. This added unnecessary stress to an already challenging day.
A litter tray finally arrived by late afternoon, but the promised cat food never did. At that point, I gave up following up, exhausted by the constant back and forth. Given W Sydney’s reputation for luxury and attention to detail, I expected a more seamless experience—especially with regard to the price.
Boutique Mini Bar and Outstanding Room Service
Image Credit: Tarnia Riggs
Image Credit: Tarnia Riggs
One of the standout features of the room was the boutique mini bar, which offered a curated selection of premium snacks and beverages. It was a refreshing change from the usual generic offerings found in most hotels. The high-end treats and artisanal selections added a touch of indulgence to my stay, perfectly aligning with the W brand’s luxurious appeal.
Despite the initial hiccups with pet amenities, I cannot fault the room service and food. Every dish I ordered was exceptionally plated, flavourful, and prepared with high-quality ingredients. The kitchen clearly takes pride in their craft, and the service was prompt and professional. After a long and stressful day, enjoying a five-star meal in the comfort of my room was exactly what I needed.
The Bar and Rooftop Experience
Image Credit: Tarnia Riggs
On a different occasion, I visited the W’s signature bar, Living Room, and later explored the rooftop bar, Wet Deck. Both experiences were fantastic, showcasing the stylish ambience that the W brand is known for. The cocktail selection was creative, and the views from Wet Deck were genuinely breathtaking. Despite the issues during my stay, these spaces made a lasting impression, and I would return for drinks without hesitation.
Final Thoughts
Despite the frustrations, I want to acknowledge the hotel’s efforts to reach out afterwards. I appreciate the follow-up call and the refund for the PAW amenity. That level of service recovery shows that the W team genuinely values guest feedback.
Would I stay here again? Honestly, yes. The fact that my cat didn’t have to be left behind during an emergency is something I’m deeply grateful for, and the location and design of the hotel are undeniably impressive. The boutique mini bar, outstanding room service, and rooftop bar experience were standout highlights that added to the overall experience. However, I hope that the W Sydney refines its pet-friendly service to ensure a smoother, more luxurious experience for future guests.
For anyone considering a stay—especially pet owners—be prepared to advocate for what you need. The W has a lot of potential to be Sydney’s top luxury hotel, but attention to detail and internal communication need improvement to match the price point and reputation.