Novotel Sydney on Darling Harbour 4.5 stars

Customer review rating (ALL Rating) 4.3/5 9,080 reviews

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100 Murray Street, Darling Harbour, 2000 Sydney, Australia

Description

Hotel extras

  • Iconic resort located in the heart of vibrant Darling Harbour.

  • 525 stylish guest rooms and suites, contemporary spaces that exude a restful comfortable feel.

  • Spacious executive rooms and suites with impressive city skyline views.

  • Signature restaurant with floor to ceiling windows and unrivalled City Skyline views.

  • Superb resort facilities with fitness room, kid's club, outdoor pool and tennis court.

Our accommodation(s)

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Hotel location

Novotel Sydney on Darling Harbour

100 Murray Street, Darling Harbour
2000 Sydney
Australia

GPS:-33.872715, 151.197555

Telephone
Fax +61 2 9288 7189

Access and transport

Hotel services

Check-in from - Check out up to

On site
  • Swimming pool
  • Car park
  • Restaurant
  • Wheelchair accessible
  • Fitness center
  • Wi-Fi
  • Air conditioning
  • Breakfast
  • Bar
  • Meeting rooms
  • 100% Non Smoking Property
  • Room service

THE TERNARY RESTAURANT

Experience three unique dining concepts at The Ternary in one vibrant space – Asian Kitchen, Grill Kitchen, and Wine Bar – blending bold flavours, live cooking, and relaxed social dining in Darling Harbour.

Our guest reviews

Our guest reviews

100% genuine reviews from our guests

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ALL Rating  4.3/5  9,080 reviews

TripAdvisor Rating  3.9/5  5,791 reviews

Novotel Sydney not good hotel experience and rooms

TripAdvisor rating 1.0/5

Piedade F TripAdvisor review

The hotel charged my credit card even though I had made full payment of the room earlier as a result the bank charged me the usage fee because the bank will obviously take the charge if the card was used abroad, now the hotel refuses to take responsibility that my card was charged and refuses to reimburse the fees that I have been charged citing that the I should get it back from the bank So because of their mistake of charging the card I have to bear the bank fees so this is their mistake and they should pay me as the error is theirs, the bank is not going to reverse the fee. Anyways I thought Novotel would have better standards, their rooms were stinky, upholstery was dirty and amenities were sub standard, and I will never recommend any one to stay in this hotel. Their charges are so high just because they are on darling harbour but their rooms are pretty horrible. To make matters worse their window blinds cannot be closed and there is a see through drape only which can be closed, so I had to put up with the window open the whole time So yes They can actually be sued for their bad amenities as it compromised my privacy.

Overpriced and Needs Renovation

TripAdvisor rating 2.0/5

Dnky1 TripAdvisor review

Booked for 4 nights over New Year. Hotel reception very grand, modern decor and seating. Lifts and escalators all working and easy to use. Check in was exceptionally slow there was only one person in front of us but then slowly more gathered behind us. Arrived at 130pm and room not ready until 3pm. Did state on booking that would be arriving from 130pm and would welcome an early check in due to arriving after a long flight. At 3pm returned to check in desk to be advised room still not ready. Asked for an alternative room which was provided on 7th floor. Room provided desperately needs an upgrade and modernisation. Firstly, door didn’t lock. It closed but you couldn’t ‘double lock’. 2 double beds provided that sunk and rolled together in the middle when using. Linen was clean. Towels smelt unclean. Fridge provided but no water. Lighting in room was poor. 2 bed side lights. 1 main light and 1 bathroom light. Blackout blind provided on window. TV provided as well as small table and a chair. Lack of plug sockets made it challenging to charge phones, cameras etc. Bathroom - old ceiling tiles showing mould. Broken extractor fan. Bath was very old and plastic showed it was well worn. You wouldn’t want a bath! Shower (over bath) was not powerful and was inflexible as couldn’t be removed from wall. Rooms cleaned daily but very slow to get done. General decor lacked any freshness. Rooms very noisy and you were able to hear guests on landing and in rooms adjoining including bathroom flushes/water running. Swimming pool outside, small and un welcoming with fake grass surrounding it. Pool towels provided & seating available. Location was convenient and tram local. Checkout was really poor - had to go and look for reception staff to ensure final bill was settled (5am). For the cost of the hotel and our experience it is not value for money. Hotel is overpriced and was more like a 3* rating. Wouldn’t stay here again or recommend to family/friends visiting.

Greetings, Thank you for taking the time to provide your feedback regarding your recent stay. I regret to learn that your experience did not meet your expectations, particularly concerning the check-in process and the condition of your room. We always strive to ensure our guests receive their rooms promptly, and I apologize for the inconvenience you experienced with the delays and the subsequent room allocation. Your comments about the room's condition have been duly noted; we understand the importance of maintaining a fresh and comfortable environment for our guests. Furthermore, I appreciate your feedback regarding the amenities, such as the bathroom facilities and the noise levels. If at any time you are unsatisfied with either your room or amenities provided, please let the staff know and they will do their best to accommodate your needs! I've passed back your comments to multiple departments as it's clear your guest experience was not to our usual standard as a means of improvement. If there's anything we can do to mitigate your frustrations with your stay or make the next one far more enjoyable, please don't hesitate to contact us! Warm Regards, Andrew Austen Guest Experience Manager Novotel Sydney on Darling Harbour

Customer review rating 1.0/5

Xing C. Couples - Confirmed reviews ALL

Dear Novotel Sydney Darling Harbour Management Team, I wanted to lodge a complaint regarding multiple service and facility failures during our recent stay at Novotel Sydney Darling Harbour, which fell significantly below the standards expected of a Novotel hotel. We stayed for five nights, and unfortunately experienced a range of issues that collectively made our stay disappointing and uncomfortable. 1. Repeated Housekeeping Failure Our room was not cleaned for two consecutive days: - On 24 December, the room was completely untouched — no cleaning, no bed made, no towels replaced. - On 25 December, the same issue occurred again. After two days, we were forced to contact reception ourselves. We were then required to wait in the lobby while housekeeping finally cleaned the room, before being allowed to return. This level of inconvenience is unacceptable and should never occur without proactive communication or apology. 2. Old and Unsanitary Bathroom Facilities The shower was old and visibly unsanitary, which raised serious concerns regarding cleanliness and hygiene. This further compounded the poor housekeeping experience and does not align with acceptable hotel hygiene standards. 3. Room Key Card Removed Repeatedly Each time we left the room, our room key card was removed, resulting in the air conditioning being switched off. We repeatedly returned to the room late at night to find it extremely hot and uncomfortable, making it difficult to sleep. This issue occurred multiple times and significantly impacted our rest during the stay. 4. Unfriendly and Unhelpful Staff On several occasions, interactions with reception staff were unfriendly and lacking basic hospitality. Combined with the need to chase housekeeping ourselves, this further diminished the overall experience. Daily room cleaning, hygienic facilities, functional room access, and courteous service are basic expectations, not premium extras. The accumulation of these failures represents a serious lapse in service and quality control, particularly for an international brand such as Novotel. Given the repeated issues and the inconvenience caused throughout our stay, I am formally requesting a refund for one night of our stay as compensation. I believe this request is reasonable and proportionate to the level of service failure experienced. Please confirm how this matter will be addressed and advise on the refund process. I expect this complaint to be taken seriously and look forward to your prompt response.

Greetings Xing, Thank you for sharing your feedback regarding your recent stay at Novotel Sydney on Darling Harbour. I sincerely apologize for the multiple service failures you experienced, which clearly did not meet the standards we strive to uphold. After consulting with housekeeping, I can confirm that Do Not Disturb was placed on the door on the 24/12 at the time of housekeeping inspection of your room. In addition, your room was serviced on the 25th by a senior houseperson evidenced by our log sheet. Despite this, no guest should feel as though their room is not being kept during their stay, so I first and foremost apologise this was not met. I absolutely agree that a guest should not be made to wait in the lobby whilst their room is cleaned as one should be comfortable and able to visit their room when desired! If I could politely ask for specifics with regards to the shower state of cleanliness, I've asked housekeeping to assess this however if there's any specifics you could provide, we'd be incredibly grateful as we don't wish for any future guest to share your frustration. With regards to your frustrations regarding the key card I'd also like to sincerely apologise this was a recurring issue as it should not be, I've flagged this with housekeeping as the guest's room should be comfortable upon return to the hotel. In addition to the above I've passed on your feedback to the staff as we traditionally pride ourselves on our guest service and experience and your interactions with staff are not indicative of our standard of service. I'm presently speaking to management concerning compensation so I shall be in touch once I have an answer. Thank you again for your detailed feedback as we use it to improve our services and thank you again for your patience in the matter. Warm Regards, Andrew Austen Guest Experience Manager Novotel Sydney on Darling Harbour

Customer review rating 3.5/5

Robert G. Couples - Confirmed reviews ALL

Great location beside the light rail station, but unable to take the lift to the correct level need to walk a flight of stairs ( that’s dumb instantly gives the hotel a negative feel ), got in early no problem left bags with the fantastic consiege, came back checked in again fantastic experience nothing a problem, got to room again fantastic room great view, went to refrigerator for water but nothing there , plus fridge off strange, anyway next morning off to breakfast great selection of food fantastic, got my wife and myself a lovely barista made coffee very nice fantastic again went back to get another cup but sorry you only get one free now must pay ( again very bad impression of hotel , young lady standing there saying you must pay when I was her only customer not busy and she was doing nothing ) I was told to go make my own back in the dining room which I did however the resulting flat white and latte were in drinkable ( again bad impression of hotel someone not doing anything telling me they couldn’t help me, if this is company policy you probably should reconsider it ) rest of stay fantastic cleaning staff very nice and friendly check out easy and again consiege fantastic as we left bags again as late flight time

Customer review rating 0.5/5

J. J. Families - Confirmed reviews ALL

I am documenting my experience regarding a 2-night stay from 28–30 December, during which I booked three rooms for family members visiting from overseas. The service and handling of my reservation raised serious concerns regarding the hotel’s internal controls, billing accuracy, transparency, and overall operational accountability. Despite the entire booking (including all stated inclusions) being fully prepaid through a third-party (travel agent), the hotel proceeded to place additional charges on my card without proper verification. No cross-checking was conducted prior to charging, which indicates a failure in basic procedural controls and a serious lapse in transactional accuracy. Charging a guest without confirming booking details is not only unprofessional but also raises valid concerns regarding compliance and transparency. After I questioned the unauthorised charges, the hotel acknowledged the error and confirmed that a refund would be processed that afternoon. However, no confirmation, status update, or follow-up communication was provided thereafter. The absence of follow-through after making a clear commitment is unacceptable for any hospitality operator and reflects poor internal coordination. While the refund was eventually processed, it was done without any transparency. I was not informed when the refund was initiated, nor was any proof of transaction provided proactively. I had to chase the matter again the following day and make a phone call in an escalated manner before the hotel finally sent the transfer evidence. Even then, I was advised that the funds would only be received after approximately seven business days. This situation was highly disruptive. The issue is not the monetary amount, but the inequity of the process — where guest funds can be held for an extended period due to the hotel’s error, while the hotel itself was able to charge instantly and without verification. This imbalance is fundamentally unfair and demonstrates a lack of accountability in financial handling. Overall, the experience reflects poorly on the hotel’s service standards, financial controls, and commitment to transparency. What should have been a straightforward stay for my visiting family instead became an unnecessary administrative burden. The handling of this matter raises serious questions about the consistency, integrity, and reliability of the hotel’s operational and billing practices.

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Other web-users rate our hotel

  • 3,747 reviews 9.2/10 Location
  • 5,489 reviews 6.5/10 Room
  • 5,125 reviews 8.3/10 Service
  • 147 reviews 4.4/10 WiFi
  • 1,884 reviews 6/10 Cleanliness
  • 1,722 reviews 7.8/10 Food
  • 1,608 reviews 8.1/10 Breakfast
  • 505 reviews 8.5/10 Bar

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Price from: 1 night for 1 person in the room category identified within the same price range, excluding additional services and breakfast. This refers to the lowest public price, including all taxes (Some taxes may be payable on arrival at the hotel (for example, tourist tax), depending on current local regulations.) for the accommodation concerned, found on https://all.accor.com/ site today, for a one-night stay in the next 20 days. Varies according to period and availability. The price is only guaranteed at the time of booking. All bookings (foreign) are payable in the local currency where the hotel is situated. Only the amount confirmed during the booking in the hotels local currency is guaranteed. An estimated conversion in your local currency may be given for reference but is not part of the contract. Your bank may charge you bank fees and/or exchange fees at the time of payment.