Well where do I start.
We were very excited for our first family holiday and were met with complete disappointment and disgust.
Firstly, the office closed early so we couldn’t even try to rectify our issues.
We walked into our “premium room” which had:
Dust on every surface
Dead bugs on kitchen bench, windowsill, both bathroom benches
Cockroaches in bedrooms
Hair stuck to the shower wall and rubbish in the bathroom.
Poo & skid marks in the toilet.
Rubbish on the bedroom floors along with horribly stained carpet.
Dirty oven
We had to sleep our 2 year old and 5 month old in this filth of a room as the office had closed before their advertised time of 5pm with no way of making contact about these issues.
We waited for the office to open the following morning to be told there’s nothing they can do, can’t move us as they were apparently full (with only about 12 cars in the car park).
We made alternative arrangements for different accommodation as it was not hygienic at all for our children, and Regis made us pay for two nights, even though we were in the room just to sleep. Apparently it was a condition that minimum stay is 2 nights - which I would 100% understand if the circumstance was different.
But due to their error and the disgusting state of the room, I feel as though we should have been refunded at least for the second night we didn’t occupy the room.
Since then, I have raised the issues with the accomodation via email with no reply.
I am aware it is best to get everything in writing, so I have now sent 20 emails to them with no reply. (excessive, yes. But have been trying to get an answer from them)
So now we are left out of pocket $680 that we had to pay for the 2 nights as we had to find alternative accommodation for our family at short notice.
Do not recommend.
Will never stay again.
And will be finding out if this should be reported further as it seemed very unhealthy and unhygienic.
I feel sorry for the poor owners of that unit that have to deal with the staff.
Katrina Tait
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December 25, 2024
Excellent location, very close to lots of restaurants and local shops, right opposite the beach and not far from flagged beach.
The outdoor pool is a fantastic size for swimming and the indoor pool is nice and warm if needed. The room is great, perfect for a family
Jason Berek-Lewis
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January 06, 2025
Modern and spacious rooms with an amazing view of the beach! Great location close to the pub, cafés and restaurants. You are staying right across the road from a beautiful beach - perfection!
Kane Fraser
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April 19, 2025
Great service, staff fantastic. Amazing location. Rooms and facilities a little dated. Would stay again.
Katrina Burke
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March 14, 2024
We absolutely loved our stay. Our room was lovely, very clean and well equipped. The views were spectacular and the location very convenient. The facilities were clean, well maintained and in excellent working order. Great service. We can't wait to come back and holiday again.
Our Address
30-40 The Esplanade, Burleigh Heads QLD 4220, Australia
Well where do I start. We were very excited for our first family holiday and were met with complete disappointment and disgust. Firstly, the office closed early so we couldn’t even try to rectify our issues. We walked into our “premium room” which had: Dust on every surface Dead bugs on kitchen bench, windowsill, both bathroom benches Cockroaches in bedrooms Hair stuck to the shower wall and rubbish in the bathroom. Poo & skid marks in the toilet. Rubbish on the bedroom floors along with horribly stained carpet. Dirty oven We had to sleep our 2 year old and 5 month old in this filth of a room as the office had closed before their advertised time of 5pm with no way of making contact about these issues. We waited for the office to open the following morning to be told there’s nothing they can do, can’t move us as they were apparently full (with only about 12 cars in the car park). We made alternative arrangements for different accommodation as it was not hygienic at all for our children, and Regis made us pay for two nights, even though we were in the room just to sleep. Apparently it was a condition that minimum stay is 2 nights - which I would 100% understand if the circumstance was different. But due to their error and the disgusting state of the room, I feel as though we should have been refunded at least for the second night we didn’t occupy the room. Since then, I have raised the issues with the accomodation via email with no reply. I am aware it is best to get everything in writing, so I have now sent 20 emails to them with no reply. (excessive, yes. But have been trying to get an answer from them) So now we are left out of pocket $680 that we had to pay for the 2 nights as we had to find alternative accommodation for our family at short notice. Do not recommend. Will never stay again. And will be finding out if this should be reported further as it seemed very unhealthy and unhygienic. I feel sorry for the poor owners of that unit that have to deal with the staff.
Excellent location, very close to lots of restaurants and local shops, right opposite the beach and not far from flagged beach. The outdoor pool is a fantastic size for swimming and the indoor pool is nice and warm if needed. The room is great, perfect for a family
Modern and spacious rooms with an amazing view of the beach! Great location close to the pub, cafés and restaurants. You are staying right across the road from a beautiful beach - perfection!
Great service, staff fantastic. Amazing location. Rooms and facilities a little dated. Would stay again.
We absolutely loved our stay. Our room was lovely, very clean and well equipped. The views were spectacular and the location very convenient. The facilities were clean, well maintained and in excellent working order. Great service. We can't wait to come back and holiday again.