酒店回复: Thank you for your outstanding review and for choosing to stay with us.I am delighted to read that your stay was so satisfying from arrival to departure. Having your luggage delivered directly to your guest room and being warmly welcomed by our colleagues is exactly how we hope every visit begins.It is wonderful to know the view from your room met your expectations. From our elevated position in The Rocks, overlooking Circular Quay and our spectacular Sydney Harbour, that panorama is truly special. I am also very pleased you enjoyed your in room dining experience. Delicious, beautifully presented and worth every penny is a compliment our culinary team will love to hear, especially regarding the heated pizza surprise.The team will be thrilled to read this review and we are glad that you have found your Shangri-La here in Sydney.Kind regards,Rob WeedenArea General Manager Australia

酒店回复: Thank you for taking the time to share your feedback. I am genuinely very sorry to read how upsetting this stay was for you and your family.Losing your child’s pyjama top after housekeeping changed the bedding is completely unacceptable. Regardless of how it occurred, you should never have been left without a resolution before departure, and certainly not without an apology. That is not the level of care or responsibility we expect from our housekeeping team. I will personally ensure this matter is reviewed with the relevant leaders so we understand exactly what happened and prevent it from occurring again.I am also concerned by your comments regarding service, breakfast and your experience at Altitude on level 36. If you felt disrespected while trying to translate the menu, that is deeply disappointing. Every guest deserves patience, warmth and respect, regardless of language. Rolling eyes or any form of dismissive behaviour is not aligned with our values and highly unusual for anyone on our team, I sincerely apologise that you felt uncomfortable.Regarding pricing, I understand that at that rate expectations are understandably high. We aim to deliver spacious guestrooms, exceptional harbour views and attentive service that reflect the value of our location overlooking Circular Quay and Sydney Harbour. On this occasion, we clearly did not meet those expectations.If you are willing, I would welcome the opportunity to review your stay in detail. Please feel free to contact me directly with your stay information so we can properly investigate the housekeeping issue and your dining experience.Yours sincerely,Rob WeedenArea General Manager Australia

酒店回复: Dear Shen,感谢您分享此次春节期间的入住体验。我们理解节日期间房价会有所上调，也感谢您坦诚反馈客房设施及整体感受未完全达到您的预期。您的意见对我们十分重要，我们会持续关注并优化宾客体验。关于早餐方面，我们每日提供多元化的餐饮选择，希望能够满足不同文化背景宾客的口味需求。当然，每位宾客的喜好各有不同，感谢您提出宝贵建议，这将有助于我们进一步丰富与调整餐饮内容。同时，非常高兴您喜欢我们的手打咖啡。感谢您的支持，期待未来有机会再次欢迎您莅临悉尼香格里拉酒店。Kind regards,Angela KwekExecutive Assistant to the General Manager

酒店回复: Dear Guest,感谢您给予我们满分的评价，并分享如此详细的入住体验。很高兴得知您在入住前虽因部分点评而有所顾虑，但最终对宽敞舒适的客房感到满意。即使不是歌剧院景观，达令港的景致同样迷人，我们也很开心您能够享受其中的美好。酒店门前的坡度，正因我们坐落于岩石区高地之上，才能拥有开阔的海港景观。若携带大型行李或需要协助，礼宾团队也非常乐意提供帮助。衷心感谢您的推荐与支持，期待不久的将来再次欢迎您莅临悉尼香格里拉酒店。Kind regards,Angela KwekExecutive Assistant to the General Manager

酒店回复: Dear guest,感谢您分享您的入住体验。很高兴得知您对客房的宽敞舒适感到满意，我们也很开心您从原先的些许担心，到抵达后感到惊喜与安心。感谢您对酒店维护与整体整洁度的肯定。尽管部分设施呈现经典风格，我们一直致力于妥善保养与细节维护，让宾客住得舒适自在，我们会继续用心保持这份独特气质与品质体验。期待不久的将来再次欢迎您莅临悉尼香格里拉酒店。Kind regards,Angela KwekExecutive Assistant to the General Manager

酒店回复: Dear Guest,Thank you for your very good review and for choosing to stay with us during the Chinese New Year period.I do understand your comment regarding pricing, particularly when booking last minute during a peak festive season. Demand across the city is very high at that time, however we always aim to ensure the experience reflects the value of our location, spacious guestrooms and harbour views overlooking Circular Quay and the Opera House.I am sorry that breakfast felt mediocre and that the service did not feel enthusiastic. Café Mix offers an extensive buffet each morning, and your feedback is important as we continuously refine both variety and the warmth of service. We certainly aspire to deliver more than simply satisfactory.You are quite right about the hill. The rise from George Street to Cumberland Street is approximately 16 metres and can feel steep at first, however it is this elevated position at the highest point in The Rocks that gives us our panoramic harbour outlook. I am pleased that once you settled in, you found the location convenient for exploring the city.We appreciate your balanced feedback and hope to welcome you back again.Kind regards,Rob WeedenArea General Manager Australia

酒店回复: Dear Wanli,感谢您分享反馈，也请接受我们最诚挚的歉意。经核实，您当时预订的是不含早餐的纯住宿房价。对于我们在您抵达办理入住时未能清晰向您说明相关包含项目，导致您对早餐费用产生误解与不便，我们深表歉意。同时，关于您提到早餐加购费用的告知与最终收取金额不一致的情况，我们将立即核对相关记录与账单明细，并进行必要的更正及退款处理，确保费用准确透明。另外，对于客房清洁细节未到位，我们也非常抱歉。您的意见已记录，并会与相关团队跟进改善。感谢您让我们了解这些问题。我们重视您的意见，并会认真改进。Kind regards,Angela KwekExecutive Assistant to the General Manager