Mantra Castle Hill Sydney

My experienced wasn’t bad. Location is very close to the train station, for the price it’s okay. Shout out to the reception a guy who served me when I arrived. He offered me a can of drink because it was sunny and I was walking from station to the accomodation. Great customer service. One thing that I don’t like was the mini bar fridge it was damaged. One night I arrived into my room, I nearly slipped, there was water everywhere from the fridge all the way to the door. I rang up to discuss the issue no one answered. I decided to put all the towels in the floor to stop the water. My issue was HEALTH & SAFETY of the guest. Aside from that issue everything was good. Ildelyn Geelong vic

Reasonable price, but the hotel looks a bit old and has an unpleasant odour. The carpet definitely needs a deep clean, and the air conditioner was dripping all night. The one good thing about this hotel is the excellent customer service. Car park was great, overall it ok.

Dirty room, locked out 3 times one of the times we had to sit outside for over an hour while someone tried to get us into our room then wax told we could sit in another room stinking hot with no aircon once again receptionist telling us they could move rooms but we had no clothes etc as they were all locked in our room so we had to wait till they finally got it unlocked, aircon made terrible noise so couldn’t sleep properly, reported so many issues constantly and nothing was resolved. They didn’t even offer to transfer us to another room without issues. Told the aircon was getting fixed 4 times never done and had mould in it. Stains on every chair and lounge, Washing machine leaked, fridge leaked, no wifi throughout 12 night stay as we added 2 nights I was never informed no wifi till I got to the hotel and the receptionist told me it was getting fixed never did so I had to buy external plan to work. Curtain in room fell down we put back up reported it never fixed. Found a vape, dirty sock and cotton bud in main bedroom reported was never removed. No chopping board, knife to cut or tongs and pots and pans dirty. Another friends apartment they ended up buying pans to use as they had burnt ones. I emailed general manager and still have not had a response over a month later still waiting. I stay with Accor and this is the worst one I have ever stayed in. I also have a video of the noise from the aircon.

The main thing that is exceptional is the friendliness of the reception staff and willingness to go above and beyond to assist customers. The room was equipped with what was needed for a comfortable stay. I was also informed that the hotel is currently being refurbished.

Not exactly central Sydney but easy access with uber or public transport. Hotel was good but there was a few issues with maintenance.

Staff are not 24/7 to answer our queries. The door lock at 406A is not safe, everyone can open because it is broken and we call the receptionist she promised us to transfer us in other room but she won't come back she get our key card but when we call her again, one is there and we slept with worries and I cant sleep well because I felt that we are not safe. Next day she transfer us in 401A , no shower in the tub and the ensuit shower is lock, the microwave oven have dirt my partner found 2 small cockroach, no heater. And the rubbish bins still have rubbish and the pillowslip bet stinky.. for me I will not recommend it the others and I'm very disappointed for staying and experience that.. since I paid for it for having a good and quality service that we expecting from your hotel.

Letter to Mantra Hotel Castle Hill Manager Subject: Formal Complaint and Request for Full Refund – Unacceptable Conditions and Safety Concerns – Room 408B – Booking Reference Number 1167724559912031 Dear Manager, I am writing to formally detail the unacceptable conditions and severe safety concerns experienced at Mantra Hotel Castle Hill that necessitated the cancellation and departure from Room 408B on October 29, 2025. We arrived at approximately 16:00 and proceeded to our allocated room. The issues encountered were immediate and cumulative: Personal Harassment/Safety: Upon exiting the lift on the second floor, my wife was subjected to harassment by an individual. This incident immediately raised significant safety concerns. Floor Conditions: Upon reaching the fourth floor at approximately 16:08, the hallway was in a state of disarray, cluttered with cleaning trolleys, and staffed by what I perceived to be rude cleaning personnel. Unsanitary Environment: The entire fourth floor had a pervasive, offensive odor, strongly smelling of ******** and stale cigarette smoke. Room/Service Failure: The Wi-Fi in our room was non-functional. Furthermore, when I attempted to contact reception via the room phone, it rang out unanswered. Second Safety Incident: Upon proceeding to reception to report these issues, I was confronted in the lift by an individual who appeared to be under the influence of alcohol or *****, who solicited me for a smoke and spare cash. When I reached reception, I informed staff of the feeling of unsafety, the offensive odors, the uncleanliness, the lack of Wi-Fi, and the failure of the room telephone. The staff member disputed my claim that the phone had rung out. Given the escalating safety risks and the compromised living environment (odors, lack of essential service), I immediately stated that we would be leaving and required a full refund. I gathered our belongings and returned the key. Reception staff confirmed they would advise the manager regarding the issuance of a full refund of $177.06 AUD as we were unable to stay. This experience fell far below any reasonable standard of hotel accommodation and rendered the premises unsafe. I expect you to honour the assurance provided at check-out. Please immediately authorise Trip.com to process a full refund for our prepaid accommodation. I require written confirmation of the refund authorisation within 3 DAYS OF THIS EMAIL. Yours sincerely,

Decent hotel, just a bit old, but was still clean and had a good experience. Service in particular was great, we overslept and they let us check out late with no extra fees.

It was a good location and very convenient hotel for business needs. A lot of business facilities around and also good for restaurants nearby too.