Cranebrook Vacation Packages

I had an extremely disappointing experience at YEHS Hotel Sydney CBD. The housekeeping standards were unacceptable, and the management's response made things even worse. The bed sheets were not changed as expected, dirty towels were left uncollected for 2–3 days, and the toilet was not properly cleaned, with faeces still present. Despite raising our concerns, the problems continued the following day. The bed sheets were still improperly tucked in, the bathmat had hair and appeared not to have been changed, and a used soap wrapper was left on the bathroom floor. We had to spend hours communicating with staff and documenting these issues, even though basic cleanliness should be a standard service. Sabin was aware of the situation and had personally witnessed the issues. The management also failed to respond within the promised timeframe, forcing us to follow up again. Eventually, the Duty Manager acknowledged the housekeeping failures and apologised, but refused to offer any compensation whatsoever. The hotel's argument that the issues were eventually addressed does not excuse repeated hygiene failures, the inconvenience caused, or the time we spent chasing a resolution. Guests should not have to repeatedly complain just to receive basic housekeeping services. Overall, this experience reflected poor housekeeping, inadequate complaint handling, and a lack of accountability from management. I would not recommend this hotel and would not stay here again.

The front end staff was excellent. The maintenance staff was rude. The cleanliness of our room was disgusting except the bedroom. The refrigerator was leaking all over the floor. Under the kitchen sink was mould top to bottom. This hotel would rank around a 1 star at most. One of the elevators was out of service and the other one you have to wait up to 5 minutes for.

Good location. Clean, private and as described. Issue with the code in the lift that I reported and didn’t get resolved. I was ok to use the stairs, but I’m sure it would be an issue for others less able.

The rooms were gorgeous and the staff were super friendly and helpful. I would come back again for another staycation.