Communications skills that needed to be improved.

I had 2 separate stays at this hotel one week apart and just one week you get very different level of service !In my first stay, everything was great. The hotel is unique in the sense that from 21st floor and down you are at Holiday Inn Express and 22nd floor up, you are at Voco, though under one same building, they have separate entrances and the lift lobby do not cross each other. n my 2nd stay and likewise they said I was upgraded again but then this time the view is better except when I entered my room, i felt warm and as i was rushing out, didn’t really noticed it. I came back again to my room after dinner and started to unpack and showered , and this is when I realized the room stjll remained warm. I called the reception who told me their air con temperature starts cooling at 18 deg C and asked that do i have the snow flake icon on the control. I said no and they sent someone to check who was not able to fix it. The staff mentioned he will check for available room and revert back. After some minutes , I received a call from reception if I wanted to change room which amazed me because i told her I didn’t want to change if the aircon is working but she kind of insisted she is right to ask again is it that i wanted to change room. When i said yes she said she will prepare the card and said i can pick up the new card when i am ready . This really drives me crazy as i was expecting the new card to be sent when i felt she “defended” herself by saying she just wanted to be sure how much time i need to repack my things so she can get her colleagues to send the new keys, which i said 5 minutes .The keys did not arrive in 5 minutes and when i went down, i was told the staff has just sent up the keys. It is at this point i saw the duty manager which i wanted to mentioned specifically because i realized the same manager has been checking out my profile on Linkedin 2 times and when i asked for the reason , he replied they are profiling the VIP guests which i do not feel comfortable . Anyway back to the air con issue which eventually is due to that the icon did not have snow flake sign despite being told by staff and I had to set it at 18 deg C. What made it worse is that the reception is to check on this set up and informed me but she made it sounded like i told her to wait for 20 mins before calling to inform me. Overall very bad communications skills on the team.

A unique hotel right in the centre city with walking distance to anywhere

Very unique hotel set on location where everything is walking distance. the staff were ever so friendly making sure we were comfortable. Had th best view of the tower and the harbour .

They know what they are doing.

Before booking, I read the reviews and many were pointing out how amazing the staff are. I can confirm this is accurate. The staff are attentive and kind. Either they are amazing actors or they genuinely enjoy their job. The room was clean and tidy, view was beautiful and the location is perfect. Parking can be a little pricey if staying during the week, not too bad on the weekend. A little bit of a walk to the hotel but not too bad. Only minimal things to improve to make the entire experience perfect. The A/C in the room didn’t have much kick, during the afternoon it was a bit too warm with the A/C on cooling at coldest temp. We had breakfast the following morning (which was amazing) we left our bags in the room, finished breakfast at 9:45 and went to grab the bags to check out at 10 but out cards had already been locked out. The staff were good at rectifying this but we should have access for the entirety of our booking.

The hotel was beautiful, peaceful and clean. The roadworks that were goung on around it at the moment, not so good. If possible i would use public transport for now

A front-desk staff went out of her ways to help me with the check in because our flights were delayed and we did not arrive to the hotel until 1:30am. We got our room and were very please to see how clean and quiet for us to sleep and rest.

Outstanding

Beautiful hotel in a great location. Staff could not have been any more friendly and helpful. The breakfast was easily the best I’ve had and the home made muesli bars were delicious

Within easy walk to many places of interests in the city.

Clean room with great veiw of city, kind welcoming staff and very convenient with shops and restaurants nearby

Great rooms, breakfast options, location, staff.

Fantastic

We had a fantastic stay hotel was very central to everything great veiws of sky tower and Harbour.