Ratings based on 1,093 Verified Reviews
4.0 Room cleanliness
4.1 Service & staff
4.0 Room comfort
3.7 Hotel condition
Expedia Verified Reviews
by A verified traveler
Posted 21 Dec 2024
Great location adjacent to shopping centre, restaurants. Staff are friendly and responsive. Generally clean, although wasn’t spotless. Buffet Breakfast was great value. Balcony view was nice and on site amenities such as pool and tennis courts were handy.
by A verified traveler
Posted 20 Dec 2024
We had some issues while checking in as the bathroom and lobby door had issues while closing. This was quickly addressed. Although i wanted to switch with another room but that option was not given to me. The location was perfect just at heart of surfers paradise. The breakfast was really good with loads of options. Special shoutout to Michael from concierge team who ensured our bags where delivered in our room and also helped us offload our bags during checkout.
by A verified traveler
Posted 16 Dec 2024
Over $200 for a room and couldn't even use the free wifi. It was so damn slow. Called the front desk and they told me to upgrade myself to Premium via the prompts when selecting the wifi.
The room had been refurbished but I guess the designer hadnt stayed.there. The tap was so close to the edge of the sink that you couldn't wash your hands in the sink. All the water went over the back of the sink.
Use a towel to dry your hands? Unfortunately no towel holders to leave your towel.
And no free parking?
At least the staff in The Restaurant were helpful and polite. I enjoyed the breakfast buffet there.
Comment from Hotel Management
16 Dec 2024 by Dorcas, Hotel Management
Dear Mathew,Thank you for sharing your feedback. We're pleased to hear that you enjoyed the breakfast buffet and found the restaurant staff helpful and polite. However, we sincerely apologize for the issues you encountered during your stay.We understand how frustrating it must have been to experience slow Wi-Fi, and we apologize for the inconvenience. We'll review the Wi-Fi service to ensure it meets the expectations of our guests.Regarding the room design, we appreciate your comments on the sink layout and lack of towel holders. We will take this into consideration for future room improvements to better suit guest needs.We also regret the lack of free parking and will look into ways to provide more clarity and convenience for our guests in the future.We truly appreciate your valuable feedback and hope to have the opportunity to welcome you back for a more enjoyable stay.Best regards,
by A verified traveler
Posted 15 Dec 2024
Comment from Hotel Management
16 Dec 2024 by Dorcas, Hotel Management
Dear Sharon,Thank you so much for your wonderful 5-star rating! We're thrilled to hear you had a great experience with us. Your positive feedback means a lot to our team, and we look forward to welcoming you back for another excellent stay.Best regards,
by A verified traveler
Posted 15 Dec 2024
Comment from Hotel Management
16 Dec 2024 by Dorcas, Hotel Management
Dear bros.Thank you so much for your wonderful 5-star rating! We're thrilled to hear you had a great experience with us. Your positive feedback means a lot to our team, and we look forward to welcoming you back for another excellent stay.Best regards,
by A verified traveler
Posted 14 Dec 2024
Some of the common areas are still under renovation but the upgrades in the rooms were amazing. The hotel rooms are clean and modern. Great location right by the beach and a grocery store in the basement. Walking distance to everything that you might need in Surfers Paradise.
Comment from Hotel Management
16 Dec 2024 by Dorcas, Hotel Management
Dear Sekai,Thank you for your great feedback! We're delighted to hear that you enjoyed the upgraded rooms and found them clean and modern. It's also fantastic that our location and proximity to the beach and local amenities enhanced your stay.We appreciate your understanding regarding the ongoing renovations in some common areas. We're confident that once completed, they will further improve the guest experience.We look forward to welcoming you back to our hotel in the future!Best regards,
by A verified traveler
Posted 8 Dec 2024
Maintenance meant no lift access from the basement. Only stairs.
Comment from Hotel Management
10 Dec 2024 by Dorcas, Hotel Management
Dear Kirsten,Thank you for your feedback. We apologize for the inconvenience caused by the maintenance work and the lack of lift access from the basement. We understand how important convenience is, and we appreciate your patience. We'll make sure to address this issue and communicate any future maintenance updates more clearly. We hope to welcome you back soon for a smoother and more enjoyable experience!Kind Regards,
by A verified traveler
Posted 3 Dec 2024
Comment from Hotel Management
5 Dec 2024 by Dorcas, Hotel Management
Dear Catherine,Thank you so much for your review.Kind Regards,
by A verified traveler
Posted 3 Dec 2024
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Comment from Hotel Management
5 Dec 2024 by Dorcas, Hotel Management
Dear William,Thank you so much for your review.Kind Regards,
by A verified traveler
Posted 27 Nov 2024
No shower gel , had to complain three different times over the two days to change it , room service not updated , staff not helpful , staff are more interested in the too tok and Facebook than work , breakfast was worst and I had a good poisoning, no English spoken by some staff
Comment from Hotel Management
27 Nov 2024 by Dorcas, Hotel Management
Dear Uday,Thank you for sharing your feedback with us. We sincerely apologize for the inconveniences you experienced during your stay. Your comments are concerning, and we take them seriously.We regret that you encountered issues with the shower gel supply and room service, and that your requests were not handled promptly. We will review our procedures to ensure that such oversights do not happen again in the future. Additionally, we apologize for the quality of breakfast and the food poisoning incident. Please know that we prioritize food safety, and we will investigate this matter thoroughly.We are also sorry that you felt our staff were not attentive or responsive. We will ensure that our team receives further training on customer service and effective communication, including English proficiency, to ensure a better guest experience.We value your input and are committed to improving our services. We hope you’ll consider giving us another opportunity to provide you with the high-quality experience you deserve.Warm regards,
