I can't even begin to describe how horrendous my stay at this hotel was, especially during Cyclone Alfred. It was a nightmare from start to finish, and I would never, ever recommend this place to anyone.
First and foremost, the communication was absolutely atrocious. While other hotels had staff going room-to-room to provide basic supplies like batteries, torches, and water, I got nothing. Just a brief, cold announcement that the lifts were closed, and that was it. No updates, no checking in on guests. I am filing complaints with the ACCC and the Body Corp of QLD because the lack of emergency lighting in the stairwells is completely unacceptable. I had to walk down 18 floors in total darkness during a cyclone. Every hotel stairwell is required to have an emergency light – this place didn’t even have generators. It felt like they couldn’t care less about their guests’ safety.
The management was an absolute joke. They kept sending me Chinese messages, and when I asked what they meant, they told me to ignore them. Absolutely no effort to communicate with me in a way that made sense. When I did get help from a stranger—someone who wasn’t even associated with the hotel—he was the one giving me advice on how to deal with the cyclone and trying to reduce the wind noise in my apartment. Meanwhile, the hotel staff did nothing.
My apartment was directly facing the worst of the winds, and it was freezing. The high air pressure made my ears pop. The balcony doors were so poorly made that the wind was practically howling through. I spent two days locked in the bathroom, trying to escape the cold and the chaos. And yet, not a single member of the hotel staff even checked in to see how I was doing.
The rudeness and disregard for their guests was mind-boggling. At one point, a man barged into my room without notice—no knock, nothing—to tell me my stay was over. You’d think hotel management would have informed their staff that I had extended my stay, but nope. This was especially terrifying as I was alone, and I was in the bathroom when I heard the door open and someone shout, "Hello?" I had to explain the situation, and he rudely said, “Okay, I’ll check with management.” No apology, no empathy, nothing. I called management about this, and all they said was, "Yeah, our mistake." That’s it. No accountability, no effort to make things right.
When I needed to extend my stay because my actual apartment wasn’t ready, it took HOURS for them to get back to me with a price. HOURS. No urgency, no concern for their guests. Just a slow, indifferent response.
This hotel’s management is absolutely shameless, and the staff has zero regard for customer service. They're just here to collect the money and couldn’t care less about you or your experience. Do yourself a favour and avoid this place at all costs. The worst hotel stay I’ve ever had.
Rebecca Agland
-
April 25, 2025
Our experience left a lot to be desired, for a 4 star hotel it's pretty disappointing to arrive after traveling all day to find that your room had not even been vacuumed.
There was pubic hair in the bathroom, clumps of hair all over the carpet, the blinds were falling apart. The overall condition of the room was extremely worn and to be honest filthy. It did not look like it had been cleaned for a long time and obviously not a one off. Four star hotels do not have foam mattresses on beds.
When we booked we advised the ages of children staying and it not appropriate for them to be sleeping in childish beds, we could have overlooked this had they been clean.
Your staff member was extremely helpful and lovely and to be honest, deserves better than having to apologise to people for a lack of cleanliness. She showed us another room that was even dirtier and was foul smelling, so clearly not a one off occurrence.
Despite cancelling and being assured we would have no problems getting a refund we are up to day 5 of no refund of $2900.
natalie blair
-
April 23, 2025
Pros:
location, fantastic.
Size & layout of 3 bdrm apartment, fantastic, ammenities in apartment, great.
Cons:
Cleanliness: apartment very dirty, stuff splattered on walls, dust settled, so not cleaned in a while, stovetop dirty, oil on cupboards above. Floors not mopped. The building itself is dated, neglected and dirty. Dirty walls, tiles in and outside lifts, insufficient cafe down stairs, not open during Easter break. No bar or restaurant onsite, though it looks like there once was.
Not the worst, but body corporate needs to invest in cleaners and maintenance.
Michael Bull
-
February 20, 2025
This was pretty close to perfect for us. Incredible views from the 16th floor, conveniently located near the tram or you can walk into Surfers Paradise, all we needed, nice air con, comfy beds.
Only issues were collecting the key to check in and one of the big blinds in our lounge room wouldn't wind up killing half our view. Highly recommended.
Shana Abela
-
April 15, 2025
What a horrible experience, the only good things about that place was the gentleman at the reception and the location.
We booked the Villa, as soon as we arrived my aunty nearly slipped on the leaking AC water, the wifi was not working (their excuse was the clouds in the skies), the ac did not work through your our stay.
One day 1 they offered us to move into a smaller apartment, we kindly rejected as we were 5 people.
Then they offered us to move on Saturday leaving us only one day in another villa.
Then the day after they offered as a new villa.
We had had enough already. We drove from the north and my family came from Melbourne.
Bbq was absolutely shameful - could not use.
They offered no apologies, no compensation, manager replied back to two emails and never heard from her again.
Reception guy - legend
Location - good buy at the same time a bit too central for us ( we had a very weird experience in the middle of the night with drunk people shouting, screaming and throwing cans) but it is expected
treeinthebush
-
March 27, 2025
I can't even begin to describe how horrendous my stay at this hotel was, especially during Cyclone Alfred. It was a nightmare from start to finish, and I would never, ever recommend this place to anyone.
First and foremost, the communication was absolutely atrocious. While other hotels had staff going room-to-room to provide basic supplies like batteries, torches, and water, I got nothing. Just a brief, cold announcement that the lifts were closed, and that was it. No updates, no checking in on guests. I am filing complaints with the ACCC and the Body Corp of QLD because the lack of emergency lighting in the stairwells is completely unacceptable. I had to walk down 18 floors in total darkness during a cyclone. Every hotel stairwell is required to have an emergency light – this place didn’t even have generators. It felt like they couldn’t care less about their guests’ safety.
The management was an absolute joke. They kept sending me Chinese messages, and when I asked what they meant, they told me to ignore them. Absolutely no effort to communicate with me in a way that made sense. When I did get help from a stranger—someone who wasn’t even associated with the hotel—he was the one giving me advice on how to deal with the cyclone and trying to reduce the wind noise in my apartment. Meanwhile, the hotel staff did nothing.
My apartment was directly facing the worst of the winds, and it was freezing. The high air pressure made my ears pop. The balcony doors were so poorly made that the wind was practically howling through. I spent two days locked in the bathroom, trying to escape the cold and the chaos. And yet, not a single member of the hotel staff even checked in to see how I was doing.
The rudeness and disregard for their guests was mind-boggling. At one point, a man barged into my room without notice—no knock, nothing—to tell me my stay was over. You’d think hotel management would have informed their staff that I had extended my stay, but nope. This was especially terrifying as I was alone, and I was in the bathroom when I heard the door open and someone shout, "Hello?" I had to explain the situation, and he rudely said, “Okay, I’ll check with management.” No apology, no empathy, nothing. I called management about this, and all they said was, "Yeah, our mistake." That’s it. No accountability, no effort to make things right.
When I needed to extend my stay because my actual apartment wasn’t ready, it took HOURS for them to get back to me with a price. HOURS. No urgency, no concern for their guests. Just a slow, indifferent response.
This hotel’s management is absolutely shameless, and the staff has zero regard for customer service. They're just here to collect the money and couldn’t care less about you or your experience. Do yourself a favour and avoid this place at all costs. The worst hotel stay I’ve ever had.
Rebecca Agland
-
April 25, 2025
Our experience left a lot to be desired, for a 4 star hotel it's pretty disappointing to arrive after traveling all day to find that your room had not even been vacuumed.
There was pubic hair in the bathroom, clumps of hair all over the carpet, the blinds were falling apart. The overall condition of the room was extremely worn and to be honest filthy. It did not look like it had been cleaned for a long time and obviously not a one off. Four star hotels do not have foam mattresses on beds.
When we booked we advised the ages of children staying and it not appropriate for them to be sleeping in childish beds, we could have overlooked this had they been clean.
Your staff member was extremely helpful and lovely and to be honest, deserves better than having to apologise to people for a lack of cleanliness. She showed us another room that was even dirtier and was foul smelling, so clearly not a one off occurrence.
Despite cancelling and being assured we would have no problems getting a refund we are up to day 5 of no refund of $2900.
natalie blair
-
April 23, 2025
Pros:
location, fantastic.
Size & layout of 3 bdrm apartment, fantastic, ammenities in apartment, great.
Cons:
Cleanliness: apartment very dirty, stuff splattered on walls, dust settled, so not cleaned in a while, stovetop dirty, oil on cupboards above. Floors not mopped. The building itself is dated, neglected and dirty. Dirty walls, tiles in and outside lifts, insufficient cafe down stairs, not open during Easter break. No bar or restaurant onsite, though it looks like there once was.
Not the worst, but body corporate needs to invest in cleaners and maintenance.
Michael Bull
-
February 20, 2025
This was pretty close to perfect for us. Incredible views from the 16th floor, conveniently located near the tram or you can walk into Surfers Paradise, all we needed, nice air con, comfy beds.
Only issues were collecting the key to check in and one of the big blinds in our lounge room wouldn't wind up killing half our view. Highly recommended.
Shana Abela
-
April 15, 2025
What a horrible experience, the only good things about that place was the gentleman at the reception and the location.
We booked the Villa, as soon as we arrived my aunty nearly slipped on the leaking AC water, the wifi was not working (their excuse was the clouds in the skies), the ac did not work through your our stay.
One day 1 they offered us to move into a smaller apartment, we kindly rejected as we were 5 people.
Then they offered us to move on Saturday leaving us only one day in another villa.
Then the day after they offered as a new villa.
We had had enough already. We drove from the north and my family came from Melbourne.
Bbq was absolutely shameful - could not use.
They offered no apologies, no compensation, manager replied back to two emails and never heard from her again.
Reception guy - legend
Location - good buy at the same time a bit too central for us ( we had a very weird experience in the middle of the night with drunk people shouting, screaming and throwing cans) but it is expected
treeinthebush
-
March 27, 2025
I can't even begin to describe how horrendous my stay at this hotel was, especially during Cyclone Alfred. It was a nightmare from start to finish, and I would never, ever recommend this place to anyone.
First and foremost, the communication was absolutely atrocious. While other hotels had staff going room-to-room to provide basic supplies like batteries, torches, and water, I got nothing. Just a brief, cold announcement that the lifts were closed, and that was it. No updates, no checking in on guests. I am filing complaints with the ACCC and the Body Corp of QLD because the lack of emergency lighting in the stairwells is completely unacceptable. I had to walk down 18 floors in total darkness during a cyclone. Every hotel stairwell is required to have an emergency light – this place didn’t even have generators. It felt like they couldn’t care less about their guests’ safety.
The management was an absolute joke. They kept sending me Chinese messages, and when I asked what they meant, they told me to ignore them. Absolutely no effort to communicate with me in a way that made sense. When I did get help from a stranger—someone who wasn’t even associated with the hotel—he was the one giving me advice on how to deal with the cyclone and trying to reduce the wind noise in my apartment. Meanwhile, the hotel staff did nothing.
My apartment was directly facing the worst of the winds, and it was freezing. The high air pressure made my ears pop. The balcony doors were so poorly made that the wind was practically howling through. I spent two days locked in the bathroom, trying to escape the cold and the chaos. And yet, not a single member of the hotel staff even checked in to see how I was doing.
The rudeness and disregard for their guests was mind-boggling. At one point, a man barged into my room without notice—no knock, nothing—to tell me my stay was over. You’d think hotel management would have informed their staff that I had extended my stay, but nope. This was especially terrifying as I was alone, and I was in the bathroom when I heard the door open and someone shout, "Hello?" I had to explain the situation, and he rudely said, “Okay, I’ll check with management.” No apology, no empathy, nothing. I called management about this, and all they said was, "Yeah, our mistake." That’s it. No accountability, no effort to make things right.
When I needed to extend my stay because my actual apartment wasn’t ready, it took HOURS for them to get back to me with a price. HOURS. No urgency, no concern for their guests. Just a slow, indifferent response.
This hotel’s management is absolutely shameless, and the staff has zero regard for customer service. They're just here to collect the money and couldn’t care less about you or your experience. Do yourself a favour and avoid this place at all costs. The worst hotel stay I’ve ever had.
Our Address
9 Norfolk Ave, Surfers Paradise QLD 4217, Australia
Claim Listing: Arise Ruby Gold Coast
Please Login or Register an Account to Claim Listing
I can't even begin to describe how horrendous my stay at this hotel was, especially during Cyclone Alfred. It was a nightmare from start to finish, and I would never, ever recommend this place to anyone. First and foremost, the communication was absolutely atrocious. While other hotels had staff going room-to-room to provide basic supplies like batteries, torches, and water, I got nothing. Just a brief, cold announcement that the lifts were closed, and that was it. No updates, no checking in on guests. I am filing complaints with the ACCC and the Body Corp of QLD because the lack of emergency lighting in the stairwells is completely unacceptable. I had to walk down 18 floors in total darkness during a cyclone. Every hotel stairwell is required to have an emergency light – this place didn’t even have generators. It felt like they couldn’t care less about their guests’ safety. The management was an absolute joke. They kept sending me Chinese messages, and when I asked what they meant, they told me to ignore them. Absolutely no effort to communicate with me in a way that made sense. When I did get help from a stranger—someone who wasn’t even associated with the hotel—he was the one giving me advice on how to deal with the cyclone and trying to reduce the wind noise in my apartment. Meanwhile, the hotel staff did nothing. My apartment was directly facing the worst of the winds, and it was freezing. The high air pressure made my ears pop. The balcony doors were so poorly made that the wind was practically howling through. I spent two days locked in the bathroom, trying to escape the cold and the chaos. And yet, not a single member of the hotel staff even checked in to see how I was doing. The rudeness and disregard for their guests was mind-boggling. At one point, a man barged into my room without notice—no knock, nothing—to tell me my stay was over. You’d think hotel management would have informed their staff that I had extended my stay, but nope. This was especially terrifying as I was alone, and I was in the bathroom when I heard the door open and someone shout, "Hello?" I had to explain the situation, and he rudely said, “Okay, I’ll check with management.” No apology, no empathy, nothing. I called management about this, and all they said was, "Yeah, our mistake." That’s it. No accountability, no effort to make things right. When I needed to extend my stay because my actual apartment wasn’t ready, it took HOURS for them to get back to me with a price. HOURS. No urgency, no concern for their guests. Just a slow, indifferent response. This hotel’s management is absolutely shameless, and the staff has zero regard for customer service. They're just here to collect the money and couldn’t care less about you or your experience. Do yourself a favour and avoid this place at all costs. The worst hotel stay I’ve ever had.
Our experience left a lot to be desired, for a 4 star hotel it's pretty disappointing to arrive after traveling all day to find that your room had not even been vacuumed. There was pubic hair in the bathroom, clumps of hair all over the carpet, the blinds were falling apart. The overall condition of the room was extremely worn and to be honest filthy. It did not look like it had been cleaned for a long time and obviously not a one off. Four star hotels do not have foam mattresses on beds. When we booked we advised the ages of children staying and it not appropriate for them to be sleeping in childish beds, we could have overlooked this had they been clean. Your staff member was extremely helpful and lovely and to be honest, deserves better than having to apologise to people for a lack of cleanliness. She showed us another room that was even dirtier and was foul smelling, so clearly not a one off occurrence. Despite cancelling and being assured we would have no problems getting a refund we are up to day 5 of no refund of $2900.
Pros: location, fantastic. Size & layout of 3 bdrm apartment, fantastic, ammenities in apartment, great. Cons: Cleanliness: apartment very dirty, stuff splattered on walls, dust settled, so not cleaned in a while, stovetop dirty, oil on cupboards above. Floors not mopped. The building itself is dated, neglected and dirty. Dirty walls, tiles in and outside lifts, insufficient cafe down stairs, not open during Easter break. No bar or restaurant onsite, though it looks like there once was. Not the worst, but body corporate needs to invest in cleaners and maintenance.
This was pretty close to perfect for us. Incredible views from the 16th floor, conveniently located near the tram or you can walk into Surfers Paradise, all we needed, nice air con, comfy beds. Only issues were collecting the key to check in and one of the big blinds in our lounge room wouldn't wind up killing half our view. Highly recommended.
What a horrible experience, the only good things about that place was the gentleman at the reception and the location. We booked the Villa, as soon as we arrived my aunty nearly slipped on the leaking AC water, the wifi was not working (their excuse was the clouds in the skies), the ac did not work through your our stay. One day 1 they offered us to move into a smaller apartment, we kindly rejected as we were 5 people. Then they offered us to move on Saturday leaving us only one day in another villa. Then the day after they offered as a new villa. We had had enough already. We drove from the north and my family came from Melbourne. Bbq was absolutely shameful - could not use. They offered no apologies, no compensation, manager replied back to two emails and never heard from her again. Reception guy - legend Location - good buy at the same time a bit too central for us ( we had a very weird experience in the middle of the night with drunk people shouting, screaming and throwing cans) but it is expected
I can't even begin to describe how horrendous my stay at this hotel was, especially during Cyclone Alfred. It was a nightmare from start to finish, and I would never, ever recommend this place to anyone. First and foremost, the communication was absolutely atrocious. While other hotels had staff going room-to-room to provide basic supplies like batteries, torches, and water, I got nothing. Just a brief, cold announcement that the lifts were closed, and that was it. No updates, no checking in on guests. I am filing complaints with the ACCC and the Body Corp of QLD because the lack of emergency lighting in the stairwells is completely unacceptable. I had to walk down 18 floors in total darkness during a cyclone. Every hotel stairwell is required to have an emergency light – this place didn’t even have generators. It felt like they couldn’t care less about their guests’ safety. The management was an absolute joke. They kept sending me Chinese messages, and when I asked what they meant, they told me to ignore them. Absolutely no effort to communicate with me in a way that made sense. When I did get help from a stranger—someone who wasn’t even associated with the hotel—he was the one giving me advice on how to deal with the cyclone and trying to reduce the wind noise in my apartment. Meanwhile, the hotel staff did nothing. My apartment was directly facing the worst of the winds, and it was freezing. The high air pressure made my ears pop. The balcony doors were so poorly made that the wind was practically howling through. I spent two days locked in the bathroom, trying to escape the cold and the chaos. And yet, not a single member of the hotel staff even checked in to see how I was doing. The rudeness and disregard for their guests was mind-boggling. At one point, a man barged into my room without notice—no knock, nothing—to tell me my stay was over. You’d think hotel management would have informed their staff that I had extended my stay, but nope. This was especially terrifying as I was alone, and I was in the bathroom when I heard the door open and someone shout, "Hello?" I had to explain the situation, and he rudely said, “Okay, I’ll check with management.” No apology, no empathy, nothing. I called management about this, and all they said was, "Yeah, our mistake." That’s it. No accountability, no effort to make things right. When I needed to extend my stay because my actual apartment wasn’t ready, it took HOURS for them to get back to me with a price. HOURS. No urgency, no concern for their guests. Just a slow, indifferent response. This hotel’s management is absolutely shameless, and the staff has zero regard for customer service. They're just here to collect the money and couldn’t care less about you or your experience. Do yourself a favour and avoid this place at all costs. The worst hotel stay I’ve ever had.
Our experience left a lot to be desired, for a 4 star hotel it's pretty disappointing to arrive after traveling all day to find that your room had not even been vacuumed. There was pubic hair in the bathroom, clumps of hair all over the carpet, the blinds were falling apart. The overall condition of the room was extremely worn and to be honest filthy. It did not look like it had been cleaned for a long time and obviously not a one off. Four star hotels do not have foam mattresses on beds. When we booked we advised the ages of children staying and it not appropriate for them to be sleeping in childish beds, we could have overlooked this had they been clean. Your staff member was extremely helpful and lovely and to be honest, deserves better than having to apologise to people for a lack of cleanliness. She showed us another room that was even dirtier and was foul smelling, so clearly not a one off occurrence. Despite cancelling and being assured we would have no problems getting a refund we are up to day 5 of no refund of $2900.
Pros: location, fantastic. Size & layout of 3 bdrm apartment, fantastic, ammenities in apartment, great. Cons: Cleanliness: apartment very dirty, stuff splattered on walls, dust settled, so not cleaned in a while, stovetop dirty, oil on cupboards above. Floors not mopped. The building itself is dated, neglected and dirty. Dirty walls, tiles in and outside lifts, insufficient cafe down stairs, not open during Easter break. No bar or restaurant onsite, though it looks like there once was. Not the worst, but body corporate needs to invest in cleaners and maintenance.
This was pretty close to perfect for us. Incredible views from the 16th floor, conveniently located near the tram or you can walk into Surfers Paradise, all we needed, nice air con, comfy beds. Only issues were collecting the key to check in and one of the big blinds in our lounge room wouldn't wind up killing half our view. Highly recommended.
What a horrible experience, the only good things about that place was the gentleman at the reception and the location. We booked the Villa, as soon as we arrived my aunty nearly slipped on the leaking AC water, the wifi was not working (their excuse was the clouds in the skies), the ac did not work through your our stay. One day 1 they offered us to move into a smaller apartment, we kindly rejected as we were 5 people. Then they offered us to move on Saturday leaving us only one day in another villa. Then the day after they offered as a new villa. We had had enough already. We drove from the north and my family came from Melbourne. Bbq was absolutely shameful - could not use. They offered no apologies, no compensation, manager replied back to two emails and never heard from her again. Reception guy - legend Location - good buy at the same time a bit too central for us ( we had a very weird experience in the middle of the night with drunk people shouting, screaming and throwing cans) but it is expected
I can't even begin to describe how horrendous my stay at this hotel was, especially during Cyclone Alfred. It was a nightmare from start to finish, and I would never, ever recommend this place to anyone. First and foremost, the communication was absolutely atrocious. While other hotels had staff going room-to-room to provide basic supplies like batteries, torches, and water, I got nothing. Just a brief, cold announcement that the lifts were closed, and that was it. No updates, no checking in on guests. I am filing complaints with the ACCC and the Body Corp of QLD because the lack of emergency lighting in the stairwells is completely unacceptable. I had to walk down 18 floors in total darkness during a cyclone. Every hotel stairwell is required to have an emergency light – this place didn’t even have generators. It felt like they couldn’t care less about their guests’ safety. The management was an absolute joke. They kept sending me Chinese messages, and when I asked what they meant, they told me to ignore them. Absolutely no effort to communicate with me in a way that made sense. When I did get help from a stranger—someone who wasn’t even associated with the hotel—he was the one giving me advice on how to deal with the cyclone and trying to reduce the wind noise in my apartment. Meanwhile, the hotel staff did nothing. My apartment was directly facing the worst of the winds, and it was freezing. The high air pressure made my ears pop. The balcony doors were so poorly made that the wind was practically howling through. I spent two days locked in the bathroom, trying to escape the cold and the chaos. And yet, not a single member of the hotel staff even checked in to see how I was doing. The rudeness and disregard for their guests was mind-boggling. At one point, a man barged into my room without notice—no knock, nothing—to tell me my stay was over. You’d think hotel management would have informed their staff that I had extended my stay, but nope. This was especially terrifying as I was alone, and I was in the bathroom when I heard the door open and someone shout, "Hello?" I had to explain the situation, and he rudely said, “Okay, I’ll check with management.” No apology, no empathy, nothing. I called management about this, and all they said was, "Yeah, our mistake." That’s it. No accountability, no effort to make things right. When I needed to extend my stay because my actual apartment wasn’t ready, it took HOURS for them to get back to me with a price. HOURS. No urgency, no concern for their guests. Just a slow, indifferent response. This hotel’s management is absolutely shameless, and the staff has zero regard for customer service. They're just here to collect the money and couldn’t care less about you or your experience. Do yourself a favour and avoid this place at all costs. The worst hotel stay I’ve ever had.