Mantra Chatswood

I had a wonderful experience with Michelle during my reservation process. She was very understanding of my situation, knowing that I was overseas and needed to make an urgent reservation. To help speed up the process, she proactively called me, which I really appreciated. I also mentioned that I would be arriving in Sydney early in the morning, and she kindly offered to note an early check-in request for me, explaining that it was subject to availability but still made the effort to accommodate. Additionally, Michelle was attentive to my need for two separate beds and ensured my request was met. Her excellent service made the whole process smooth and stress-free. Highly recommended!

It was a great, spacious and comfortable room with a separate bedroom. Very quiet and having a higher floor was very nice. As always being close to the railway station meant easy travel to and from where we needed to go.

Honest Review: The only good thing about this hotel is its location near the metro station. Other than that, everything else was disappointing. The staff were unhelpful and uninterested. I stayed for 8 nights, and they only offered to clean the room once. Even after I requested cleaning twice, no one came. They kept delaying until the very end of my stay. The duvet/blanket had visible stains, which was unacceptable and made me question the hygiene standards of the hotel. Also, the washing machine and dryer provided were extremely old and outdated, making it inconvenient and time-consuming to do laundry. If cleanliness, basic service, and functioning facilities matter to you, I strongly suggest reconsidering before booking this place. ⸻

I am writing to formally express my deep dissatisfaction with the service I received during my recent stay at Mantra Chatswood, beginning last Friday. While I understand the official check-in time is from 2:00 PM, I arrived at 1:44 PM to find no one at reception. There was a sign instructing guests to call a number for assistance. I called, but received no answer. I later learned that the number belonged to someone named Luke, who no longer works there. A few minutes later, I called again and a staff member answered, saying she was still five minutes away from the front desk. When she eventually arrived, I was told the room was not ready and that I could not check in yet — even though it was already 1:50 PM. She then asked if I was an Accor member. I told her I was not, and she informed me that in that case, she could not allow an early check-in — not even a few minutes. I found this incredibly poor in terms of customer service. I have stayed at many hotels worldwide, and while I know the 2:00 PM rule is standard, most hotels show flexibility and care for guest experience. Mantra Chatswood is the only one where this rule was applied so rigidly and dismissively. Worse still, when I entered the room at 2:00 PM, I found a thick layer of dust on the bedside table — a sign that the room was not properly cleaned. If you would like to know the name of the staff member or see the photo of the dusty bedside table, I would be happy to provide both. This experience was extremely disappointing and not at all what I would expect from a hotel under the Mantra brand. I look forward to your response and to understanding how you will ensure this doesn’t happen to future guests. Dear Mr. Chiu, Thank you for your response — though I must say, it only adds to my disappointment. It’s genuinely impressive that a hotel operating under the Mantra brand considers it acceptable to have no staff at reception during peak check-in hours, and even more impressive that management is proud to say housekeeping hadn’t finished a room by 1:50 PM, when check-in is at 2:00 PM. That level of planning is truly something. Your explanation that “no alternative room was available” and that “early check-in is a benefit for loyalty members” says a lot. I wasn’t asking for a free upgrade. I was simply expecting a clean, ready room by the time I arrived—something any hotel, let alone one under the Accor umbrella, should consider basic. I recently stayed at Mantra Broadbeach, where the service was outstanding—helpful staff, efficient check-in, and actual hospitality. The contrast at Chatswood is shocking. If there were a leaderboard for Mantra hotels that go out of their way to frustrate guests, Chatswood would be in the top three, no question. If this is what you call VIP courtesy, I dread to think how you treat your regular guests.