Zero regard for potential customers coupled with a subpar and rather perplexing business model. Booked a discounted two-night stay this coming weekend on Trip.com with the intention of bringing our little pet dog - we were really looking forward to this as the hotel markets itself as pet-friendly. Everything through Trip.com was seamless and the only instructions at the point of booking was that we needed to contact Quest Robina after booking to inform them that we were bringing a pet.
It was at this point that everything unravelled. It took the receptionist longer than necessary to locate my booking, and, following a five minute powwow with her manager once I had passed on the pet-related information, I was handed the most absurd news. They had apparently run out of pet-friendly single studio rooms and suggested that we would need to upgrade to a double room for an additional ~$350. In response, I pointed out that there was no point marketing themselves as pet-friendly if they weren’t going to be able to honour it, or at the very least, been more transparent about the scarcity of pet-friendly rooms at the point of booking. I also asked why I had to pay such an exorbitant top-up if the double room was going to be otherwise unoccupied over those couple of nights. Their response? “Oh, we’ve already waived the pet fee…”
I then highlighted that I would be forced to cancel - without knowing at that point whether I would be able to do so without incurring a cancellation penalty - which was disadvantageous for both parties. The best they could muster was an apology. I would’ve happily paid a slight top-up for the double room but their greedy, apathetic approach was a major turn-off. Will not be bothering with them in future.
I Lee
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December 28, 2024
We stayed here for 5 days and the hotel itself was fine. Staff was friendly. Unfortunately at the third night we went down to do laundry and found a drunk man / (drugged man?) lying on the floor and he had moved our clothes to clean his. We still had to dry our clothes and the experience was not good at all. The next night when we checked we had lost 2 Nike short pants … the staff were sympathetic but I guess nth much they can do either. It made me scared to go out of the room late at night too. As I was travelling with a young kid it does raise concern to the safety of the hotel. Appreciate if there will be ways to address this and not happen to others in the future.
god justus
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August 26, 2024
I stayed at Quest Robina for three days, I had the greatest experience ever. Mr Andrew and the rest of the girls at the reception are super friendly, cleaners are very respectful and the entire team at this place is just amazing.
Rooms are super clean and the atmosphere is great. Loved my stay with them
Emma Beau
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September 14, 2024
We stayed at this hotel a few weeks ago and honestly could not fault the experience. HUGE shout out to Andrew at the front desk who was so kind, helpful and warm to deal with. Also the next morning we were offered free coffees and it was just such a lovely little perk. We 100% will be staying again. Emma & Andy. :)
Cody Commandeur
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September 06, 2024
Stayed here for the Socceroos game against Bahrain & despite the loss my stay was brilliant! The short walk to CBUS Stadium means the hotel is a prime location if you’re attending any event at the stadium.
Christina was very friendly & after chatting about the game she upgraded me to a higher floor on the stadium side, very appreciated!
Zero regard for potential customers coupled with a subpar and rather perplexing business model. Booked a discounted two-night stay this coming weekend on Trip.com with the intention of bringing our little pet dog - we were really looking forward to this as the hotel markets itself as pet-friendly. Everything through Trip.com was seamless and the only instructions at the point of booking was that we needed to contact Quest Robina after booking to inform them that we were bringing a pet. It was at this point that everything unravelled. It took the receptionist longer than necessary to locate my booking, and, following a five minute powwow with her manager once I had passed on the pet-related information, I was handed the most absurd news. They had apparently run out of pet-friendly single studio rooms and suggested that we would need to upgrade to a double room for an additional ~$350. In response, I pointed out that there was no point marketing themselves as pet-friendly if they weren’t going to be able to honour it, or at the very least, been more transparent about the scarcity of pet-friendly rooms at the point of booking. I also asked why I had to pay such an exorbitant top-up if the double room was going to be otherwise unoccupied over those couple of nights. Their response? “Oh, we’ve already waived the pet fee…” I then highlighted that I would be forced to cancel - without knowing at that point whether I would be able to do so without incurring a cancellation penalty - which was disadvantageous for both parties. The best they could muster was an apology. I would’ve happily paid a slight top-up for the double room but their greedy, apathetic approach was a major turn-off. Will not be bothering with them in future.
We stayed here for 5 days and the hotel itself was fine. Staff was friendly. Unfortunately at the third night we went down to do laundry and found a drunk man / (drugged man?) lying on the floor and he had moved our clothes to clean his. We still had to dry our clothes and the experience was not good at all. The next night when we checked we had lost 2 Nike short pants … the staff were sympathetic but I guess nth much they can do either. It made me scared to go out of the room late at night too. As I was travelling with a young kid it does raise concern to the safety of the hotel. Appreciate if there will be ways to address this and not happen to others in the future.
I stayed at Quest Robina for three days, I had the greatest experience ever. Mr Andrew and the rest of the girls at the reception are super friendly, cleaners are very respectful and the entire team at this place is just amazing. Rooms are super clean and the atmosphere is great. Loved my stay with them
We stayed at this hotel a few weeks ago and honestly could not fault the experience. HUGE shout out to Andrew at the front desk who was so kind, helpful and warm to deal with. Also the next morning we were offered free coffees and it was just such a lovely little perk. We 100% will be staying again. Emma & Andy. :)
Stayed here for the Socceroos game against Bahrain & despite the loss my stay was brilliant! The short walk to CBUS Stadium means the hotel is a prime location if you’re attending any event at the stadium. Christina was very friendly & after chatting about the game she upgraded me to a higher floor on the stadium side, very appreciated!