The Star Sydney, a prominent entertainment complex known primarily for its casino, receives a diverse range of feedback from recent visitors. While some aspects, particularly the hotel and general atmosphere, are praised, the core casino experience and associated services often fall short of expectations, leaving many to feel it's "a shadow of its former self."
For those primarily visiting for gambling, the experience appears to be a mixed bag:
The poker room generally boasts a reasonably well-laid out design with plenty of screens and high-quality playing felt. Chairs are noted as decent. However, specific poker tournaments have faced criticism regarding player etiquette (touching chips and cards) and dealer performance. Issues cited include dealers misreading hands, failing to verify decks after drops, and making unsolicited verbal announcements about community cards or bet sizes. A lack of basic table amenities like cup holders and clear betting lines is also noted.
The general gaming floor has been described as "disappointing." A significant point of contention is the change in complimentary drink policy; free soft drinks, once a standard for players, are reportedly no longer available. Instead, only water and coffee are offered from a single, slow-moving drink trolley serving the entire casino. This change has led some patrons to suggest that other "home clubs" offer better service and appreciation for custom.
Customer service and the membership process are recurring themes of dissatisfaction:
Membership Signup Hassles: Signing up for the Star Club online is reported to be difficult, with issues accepting agreements and self-service kiosks requiring the ServiceNSW app and scanned documentation. This often forces visitors into long queues for manual membership application, which are reportedly understaffed and inefficient. The quality of photos taken for membership cards has also been criticized as very poor.
Slow Service & Staff Issues: Beyond membership, slow service on the gaming floor is a major complaint. Some staff have been noted as abrupt or providing incorrect information, such as directing players to non-existent roulette table staff for cash exchange, or failing to advise poker tournament participants about chip purchase requirements for entry.
The broader aspects of The Star also draw varied opinions:
Ambiance: While one reviewer noted a "pleasant ambience" in terms of music, temperature, and sounds (specifically within the poker room), another found the general "ambience and vibe" of the place to be "non-existent" except in very specific sections. Some initial impressions are positive, with impressive Easter decorations in the foyer drawing comparisons to the Bellagio in Vegas.
Food & Drink Options: The complex offers "many places for drink and eat inside the casino." However, the food quality is explicitly called out as "below standard for the price point."
Parking: While parking validation is available and appreciated, its lack of mention on the tournament website or other promotional materials can lead to potentially high, unexpected costs for visitors.
Staff Highlights: Despite the overall service issues, individual staff members like "Justin" have been commended for being "super professional," in a "good mood," and creating a "wonderful atmosphere."
In contrast to the casino's direct operations, the hotel aspect receives strong positive feedback. A one-night stay was described as "very enjoyable" with a "fantastic room" and a "great team of people all round." The convenient city location near attractions like the Maritime Museum is also a plus for hotel guests.
In summary, The Star Sydney appears to shine brightest as a hotel destination, offering a pleasant stay and good overall staff. However, as a casino, it faces significant challenges, particularly concerning customer service efficiency, the quality of its gaming floor amenities (like free drinks), and the execution of specific gaming events. Visitors hoping for a premium casino experience might find it has not maintained its past standards and could benefit from substantial improvements in its core gaming operations and customer support.
Casino visit only: Unable to accept the agreements online to sign up for Star Club. Self-service kiosks only support players' cards and require ServiceNSW app to be installed with scanned documentation. I had to join the queue for Star Club membership, and staff did not advise that purchase of chips was required for entry into poker tournament.Staff in the poker room recommended I exchange cash at roulette tables (which had no staff available), so I walked to the cashier and back. Cashier was a little abrupt at first, but overall experience was neutral.No mention of parking validation on the tournament website - this is appreciated, but I would've arrived earlier if I'd known due to potentially $100 in parking costs otherwise.The poker tournament ran poorly with players regularly touching other players' chips and cards, and one dealer misreading tabled hands and going to award pot to incorrect players.After dropping the deck on one occasion, one dealer did not verify that all cards were present and combined BB and ante while action was pending. Another dealer verbally announced community cards as well as bet sizes and raises that were not verbally expressed or requested by players.TD / floor promoted the quality of the room itself, which was reasonably well laid out with plenty of screens. Chairs were decent but not amazing. No cup holders at tables, and no clear betting lines on tables, but playing felt was high quality.Rating 3 stars as this appears to be for the hotel as a whole but would give the casino 2 stars despite an otherwise pleasant ambience (music, temperature, sounds etc)
Gaming floor was disappointing. Used to have free soft drinks when you're playing tables or machines but no more. They have one drink trolley for the whole casino and it only serves water or coffee. Better to play at home club as many provide free soft drinks for players and appreciate your custom so much more. It's a shadow of its former self.
Absolutely ridiculously slow service on Gaming Floor, the queues to apply for Membership etc are very long, not enough staff to cover and make the queues shorter for Customers, by now this service should be streamlined for efficiency and flow. Why are the Photos taken for Membership equivalent of a Potato for a Camera. The ambience and vibe of the place is non existent, only in particular sections of the Casino. The food quality is below standard for the price point. The Star is not what it used to be, you guys have a lot of work to do, if you expect Customers to return!
A very enjoyable 1 night stay in the city. The Easter celebration decorations were still up in the foyer and reminded me of the Bellagio in Vegas with the large moving flowers. It was a fantastic room. Great team of people all round.We stayed for one night, down for a poker tournament satellite, made the most of our time in the city with a trip to the Maritime Museum at Pyrmont near Darling Harbour.
This will be the last time I visit the Star Casino. Apparently, I'm not allowed to sit beside my nephew and push the "play" button because it's his card not mine. I was given a warning because I was not familiar with the rules that came out 4 months ago and I hadn't visited the Star for months. Everyone else around us were sitting with their friends and partners and were not told otherwise. The staff were watching me like the dirty vultures they are. Literally following us around like a bad smell. They waited for any moment to approach us and find an issue. This place used to be fun and worth visiting. Now its boring and literally outdated. I will NEVERRR go back there again. The Crowne is probably a bit more decent.