Royal Hotel Sydney

Location: The hotel is situated in a prime location, offering easy access to major attractions like the cruise terminal, Charlotte Street restaurants, and nearby supermarkets, banks, and shopping areas. Its proximity to the waterfront and historical sites enhances convenience for tourists.(based on 1 review)

Booked and paid for a room via an online booking site. The hotel was old but well kept and comfortable. The issue came regarding the security deposit of $250. The clerk announced there would be a security deposit required, I provided my credit card and was checked in. We left the room in excellent condition, just as we had found it. I monitored my credit for a release of the hold but by January 9th it was not forthcoming. My spouse phoned the hotel and spoke with Carmen, whom we believe is the proprietor. She was of no help stating the credit card company “is responsible for that”. Which of course is not true, the hotel must release the hold assuming no damage. I contacted the credit card company who said the hold should be released upon notification by the hotel, typically takes 2-3 business days to show up on one’s card. They asked whether I wanted to open a dispute. I said I would prefer to sort it out with the hotel as there must be a misunderstanding. I phoned the hotel and spoke with Carmen. She was immediately combative and kept talking over me. She implied there was no proof of a hold/deposit. I told her I was looking at the receipt. She asked what was on it to which I replied “sale” $250. She said therefore it wasn’t a deposit. I told her it was her employee Sean who rang in the deposit so if it was incorrectly rang it it most certainly was not on me. She insisted that I take a photo of the receipt and send it to her. I refused and attempted to tell her I would be filing a dispute with the credit card company. The bank told me clearly the hotel would have a record of the deposit transaction and it is their responsibility to release it. It was not acceptable for them to ask for proof of the transaction - it is their record keeping and all they would have to do is release the hold. I ended up hanging up on Carmen. She was extremely unreasonable and constantly talked over me. I can’t say I’ve ever experienced that level of poor client service from a hotel. Be careful if you stay there - watch your deposit!

The property was beautiful and clean. However the host has very strict house rules given it is her house. We struggled getting our bags up 3 flights of stairs and did make a little noise; she confronted us and she threatened taking some damage deposit if we made any further noise even at 5 pm in the afternoon. We felt like we were walking on eggshells and were very uncomfortable our entire stay. The same evening another couple was confronted for similar issues. She should not be running a "hotel" as she makes it clear it is her home so her rules. I wish i had read the other guest reviews. Do not stay here.