I am extremely frustrated with the service provided by your company, and I will never stay at your hotel again. Due to my father’s condition, he needs to sleep on a firm mattress, so I called your hotel regarding this matter. However, I encountered unprecedented unprofessional behavior. I was transferred to six different people over this issue, and each time I had to explain the situation again. The most frustrating part was that none of them could give me an answer.
I contacted several other hotels, and they were able to respond immediately, telling me whether a firm board could be provided or not. But with your company, I find this completely unacceptable. Not only were they unable to answer my question, but during the two calls I made, they even hung up on me twice during the first transfer. Furthermore, during the second transfer, I could hear that their microphone was not muted, and I overheard them laughing at me, saying that my English sounded funny.
Is this the standard of service at your company? The attitude of your staff is extremely unacceptable!
Stephanie Ou-Young
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July 13, 2025
Still a home-away-from-home for us. We love staying here and were especially pleased to have a washer and dryer in our 1B apartment this time around. The pool and lagoon are always fantastic and the kids loved using the sea scooters and building sandcastles, plus the games cave was a hit with us all. Only downside this time was that the tennis courts were unavailable due to maintenance, and there was a bit of construction going on next to the lagoon area. Looking forward to seeing the upgraded courts and new building when we return!
Joe C
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November 26, 2025
This JW Marriott is shared with Marriott Vacations that between levels 6 and 21 is for Vacations. It therefore cater a lot of families with young children. The morning buffet breakfast can be chaotic. Breakfast staff are mostly in experience and does not understand oatmeal is. There is no executive lounge for elite members and makes things a bit inconvenience for snacks and free soft drinks.
padma padma
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August 09, 2025
I am Marriott Bonvoy member from past 20 + years , I am also a Marriott vacation member from few years. I stayed in this property from3rd June to 12th june 2025 with my family.i had taken a one bedroom suite which has living attached kitchenette.I realised this is property is not upto the standards of MVC since they have forcefitted(converted) a hotel to vacation property. Due to this we had to live with lot of compromises&restriction. 1) they cant provide extra bed bcoz of fire safety rules of hotel property.2) there is only one three seater sofa which is not sufficient for 2adults 2 kids, two of us also ended up sitting on the floor and very congestable for one kid to sleep. 3) No oven , No gas stove , No Induction, No coffee machine too and insufficient cutlery in the kitchenette. House keeping is not deligent to clean the kitchen.The property doesn’t give a feel of a vacation,feels like staying in a business hotel. Though its a let down few good bits are location & swimming pool is good.
Alita
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August 09, 2025
Very nice hotel, luxury, nice employees. Swimming pool excellent and fun with exotic fish in it. Only stayed for one day so the review is not that much.
Our Address
158 Ferny Ave, Surfers Paradise QLD 4217, Australia
I am extremely frustrated with the service provided by your company, and I will never stay at your hotel again. Due to my father’s condition, he needs to sleep on a firm mattress, so I called your hotel regarding this matter. However, I encountered unprecedented unprofessional behavior. I was transferred to six different people over this issue, and each time I had to explain the situation again. The most frustrating part was that none of them could give me an answer. I contacted several other hotels, and they were able to respond immediately, telling me whether a firm board could be provided or not. But with your company, I find this completely unacceptable. Not only were they unable to answer my question, but during the two calls I made, they even hung up on me twice during the first transfer. Furthermore, during the second transfer, I could hear that their microphone was not muted, and I overheard them laughing at me, saying that my English sounded funny. Is this the standard of service at your company? The attitude of your staff is extremely unacceptable!
Still a home-away-from-home for us. We love staying here and were especially pleased to have a washer and dryer in our 1B apartment this time around. The pool and lagoon are always fantastic and the kids loved using the sea scooters and building sandcastles, plus the games cave was a hit with us all. Only downside this time was that the tennis courts were unavailable due to maintenance, and there was a bit of construction going on next to the lagoon area. Looking forward to seeing the upgraded courts and new building when we return!
This JW Marriott is shared with Marriott Vacations that between levels 6 and 21 is for Vacations. It therefore cater a lot of families with young children. The morning buffet breakfast can be chaotic. Breakfast staff are mostly in experience and does not understand oatmeal is. There is no executive lounge for elite members and makes things a bit inconvenience for snacks and free soft drinks.
I am Marriott Bonvoy member from past 20 + years , I am also a Marriott vacation member from few years. I stayed in this property from3rd June to 12th june 2025 with my family.i had taken a one bedroom suite which has living attached kitchenette.I realised this is property is not upto the standards of MVC since they have forcefitted(converted) a hotel to vacation property. Due to this we had to live with lot of compromises&restriction. 1) they cant provide extra bed bcoz of fire safety rules of hotel property.2) there is only one three seater sofa which is not sufficient for 2adults 2 kids, two of us also ended up sitting on the floor and very congestable for one kid to sleep. 3) No oven , No gas stove , No Induction, No coffee machine too and insufficient cutlery in the kitchenette. House keeping is not deligent to clean the kitchen.The property doesn’t give a feel of a vacation,feels like staying in a business hotel. Though its a let down few good bits are location & swimming pool is good.
Very nice hotel, luxury, nice employees. Swimming pool excellent and fun with exotic fish in it. Only stayed for one day so the review is not that much.