Before I start this review, I wanted to thank Annie for all of her help. She did her best to help us get a refund and we really appreciate it.
Initially when we booked this resort we were shown lovely photos, the room looked clean and tidy which is exactly what you’re expecting to get when booking accommodation.
When we arrived at the resort at around 3pm we were met with nobody at reception. Everyone had gone home. This wasn’t a huge deal for us as we understand things can happen, there might have been an emergency - not our place to know.
They left out our key in an envelope for us to collect and we ascended up the lift to our floor. Entering our room everything seemed nice for a split second until we took a deeper look. The photos I have attached are the issues we found. The fridge looked like it was molding/ falling apart, the kitchen drawer had a dead roach and an alive one, the mattress of our bed under was ripped apart, there was a weird stain on the bed and in the bedside drawers, and crumbs under the couch. This is telling me this place isn’t being cleaned thoroughly. We paid 2.3k for 7 nights, I expect cleanliness.
After calling management/ Annie, she offered us a refund but we couldn’t stay the night. (Thankfully we found other accommodation) all seemed well.
3 days later my partner hadn’t received the refund in his account so he called them again just to see how long it may take for said refund, they left him on hold for 3 minutes and then said it’s started processing and should be in his account in a few days. Amazing! 30 minutes later my partner had checked his account for other reasons and low and behold the money mysteriously had arrived. It felt a little suspicious considering he had called 30 minutes prior and then all of a sudden the money was in his account. However we could be overthinking.
Either way, if you’re going to have people stay in your resort make sure the rooms are clean. We really wanted to like the place but unfortunately we had a bad experience and will not be returning.
Dylan Kinross
-
January 09, 2026
If I could give this place a negative star review I would, I paid a little under $5,400 to stay here with my partner for 13 nights and the experience was ridiculously underwhelming and disgusting.
We arrived on the 27th of December, got into our room and as I looked around and in things began to find that the room was stupidly dirty (not bad considering housekeeping has just “finished cleaning our room before we arrived”), all the cutlery, pots, pans, mugs, bowls, plates were dirty and either had old food stuck to them or were unwashed and stained with grime, so I had to rewash everything before we could use anything.
Fan blades on both ceiling fans were caked in that much dust and grime like they hadn’t been wiped over in months if not years, carpets weren’t vacuumed properly as they were full of dust and old hair, opened up the tv cabinet to find a crusty old tissue that’s been sitting there for god knows how long to end up like that.
We arises these issues with management that following Monday as we arrived on the Saturday only to be told “yeahhh we’ve been having problems with our Saturday housekeeping” no apologies, no compensation no nothing, I shouldn’t have to pay thousands to spend in a “4 star hotel” that has the quality of a 2 star hotel, was told by the smartass male staff member at the front counter that we could either have a earlier cleaning service scheduled or not worry about it since we were telling him that we had “already cleaned it”, I shouldn’t be spending thousands of dollars to come do your cleaners jobs for you I’m a guest not a worker !!!! But we accepted an earlier cleaning service, housekeeping didn’t arrive on the day booked, and when they did arrive the day after only changed the bedsheets and gave us new towels, but the bedsheets that remade the bed with were dirty and stained which was absolutely disgusting.
We used the spa bath in our room on and only on the first night because when we used it, found out that only 1 out of the 6 jets in the bath actually worked, our tv constantly played up and would lag badly and not respond to the tv remote most of the time you’d go to use it.
To say I’m angry at wasting so much money for myself and my partners first holiday away together is a gross understatement, the pictures the hotel post online of their rooms might look nice but are obviously hiding some massive flaws at the same time, I’m disgusted to have even set foot in that hotel and would warn and discourage others from blowing your hard earned money on such a scam of a hotel. Absolute shame on you guys 🗑️
Lachlan McKay
-
January 30, 2026
Terrible customer service! We booked the room months before our travel date. Got an email a week before our trip saying that our card had not been accepted and our room had been cancelled. Called hotel to fix issue and was told our room had already been booked; no opportunity to fix problem. We could see no issue with our card or balance on the card. Now left with no where to stay as we booked the weekend of Laneway music festival.
brown nikki
-
January 12, 2025
We had a fantastic stay. The room was very clean and very comfortable. Perfect location only 5 min walk to the light rail
Real quiet at night except when we had to evacuate at 3 in the morning. Which shows their system works. Got to meet some lovely people whist on footpath waiting for the all clear. The staff were absolutely lovely and helpful. I would definitely stay there again. Loved the pool and spa after a day out shopping
Luke And Imogen Farnsworth
-
January 04, 2025
We stayed 6 nights and it was interesting, the tap in the bathroom that is connected to the bedroom was dripping all night long. At 3:18 in the morning the fire alarm went off and it hasn’t happened for 3 years. The bathroom door was about to fall off literally and there are blinds at the bathroom window which is not private but you can shut them, the lamp in the lounge room doesn’t work , and reception is barely there. The lady at the front was very nice and the house was very nice too but not peaceful outside , people screaming and fighting it’s just crazy. But the pool and tennis court is good. It was fun and exciting. And of course the hot water turned off. Was pretty good overall.
Our Address
210-218 Surf Parade, Surfers Paradise QLD 4217, Australia
Before I start this review, I wanted to thank Annie for all of her help. She did her best to help us get a refund and we really appreciate it. Initially when we booked this resort we were shown lovely photos, the room looked clean and tidy which is exactly what you’re expecting to get when booking accommodation. When we arrived at the resort at around 3pm we were met with nobody at reception. Everyone had gone home. This wasn’t a huge deal for us as we understand things can happen, there might have been an emergency - not our place to know. They left out our key in an envelope for us to collect and we ascended up the lift to our floor. Entering our room everything seemed nice for a split second until we took a deeper look. The photos I have attached are the issues we found. The fridge looked like it was molding/ falling apart, the kitchen drawer had a dead roach and an alive one, the mattress of our bed under was ripped apart, there was a weird stain on the bed and in the bedside drawers, and crumbs under the couch. This is telling me this place isn’t being cleaned thoroughly. We paid 2.3k for 7 nights, I expect cleanliness. After calling management/ Annie, she offered us a refund but we couldn’t stay the night. (Thankfully we found other accommodation) all seemed well. 3 days later my partner hadn’t received the refund in his account so he called them again just to see how long it may take for said refund, they left him on hold for 3 minutes and then said it’s started processing and should be in his account in a few days. Amazing! 30 minutes later my partner had checked his account for other reasons and low and behold the money mysteriously had arrived. It felt a little suspicious considering he had called 30 minutes prior and then all of a sudden the money was in his account. However we could be overthinking. Either way, if you’re going to have people stay in your resort make sure the rooms are clean. We really wanted to like the place but unfortunately we had a bad experience and will not be returning.
If I could give this place a negative star review I would, I paid a little under $5,400 to stay here with my partner for 13 nights and the experience was ridiculously underwhelming and disgusting. We arrived on the 27th of December, got into our room and as I looked around and in things began to find that the room was stupidly dirty (not bad considering housekeeping has just “finished cleaning our room before we arrived”), all the cutlery, pots, pans, mugs, bowls, plates were dirty and either had old food stuck to them or were unwashed and stained with grime, so I had to rewash everything before we could use anything. Fan blades on both ceiling fans were caked in that much dust and grime like they hadn’t been wiped over in months if not years, carpets weren’t vacuumed properly as they were full of dust and old hair, opened up the tv cabinet to find a crusty old tissue that’s been sitting there for god knows how long to end up like that. We arises these issues with management that following Monday as we arrived on the Saturday only to be told “yeahhh we’ve been having problems with our Saturday housekeeping” no apologies, no compensation no nothing, I shouldn’t have to pay thousands to spend in a “4 star hotel” that has the quality of a 2 star hotel, was told by the smartass male staff member at the front counter that we could either have a earlier cleaning service scheduled or not worry about it since we were telling him that we had “already cleaned it”, I shouldn’t be spending thousands of dollars to come do your cleaners jobs for you I’m a guest not a worker !!!! But we accepted an earlier cleaning service, housekeeping didn’t arrive on the day booked, and when they did arrive the day after only changed the bedsheets and gave us new towels, but the bedsheets that remade the bed with were dirty and stained which was absolutely disgusting. We used the spa bath in our room on and only on the first night because when we used it, found out that only 1 out of the 6 jets in the bath actually worked, our tv constantly played up and would lag badly and not respond to the tv remote most of the time you’d go to use it. To say I’m angry at wasting so much money for myself and my partners first holiday away together is a gross understatement, the pictures the hotel post online of their rooms might look nice but are obviously hiding some massive flaws at the same time, I’m disgusted to have even set foot in that hotel and would warn and discourage others from blowing your hard earned money on such a scam of a hotel. Absolute shame on you guys 🗑️
Terrible customer service! We booked the room months before our travel date. Got an email a week before our trip saying that our card had not been accepted and our room had been cancelled. Called hotel to fix issue and was told our room had already been booked; no opportunity to fix problem. We could see no issue with our card or balance on the card. Now left with no where to stay as we booked the weekend of Laneway music festival.
We had a fantastic stay. The room was very clean and very comfortable. Perfect location only 5 min walk to the light rail Real quiet at night except when we had to evacuate at 3 in the morning. Which shows their system works. Got to meet some lovely people whist on footpath waiting for the all clear. The staff were absolutely lovely and helpful. I would definitely stay there again. Loved the pool and spa after a day out shopping
We stayed 6 nights and it was interesting, the tap in the bathroom that is connected to the bedroom was dripping all night long. At 3:18 in the morning the fire alarm went off and it hasn’t happened for 3 years. The bathroom door was about to fall off literally and there are blinds at the bathroom window which is not private but you can shut them, the lamp in the lounge room doesn’t work , and reception is barely there. The lady at the front was very nice and the house was very nice too but not peaceful outside , people screaming and fighting it’s just crazy. But the pool and tennis court is good. It was fun and exciting. And of course the hot water turned off. Was pretty good overall.