Friendly Atmosphere, But Reception Staff’s Lack of Empathy for Families Is Disappointing.
While the restaurant staff was incredibly friendly and accommodating for children, tasty cocktails, the buffet breakfast was lovely, and there were engaging activities for all ages, our stay was spoiled by a troubling experience. My 1.5-year-old daughter accidentally spilled yogurt on the reception carpeted floor while I was alone with my 3-year-old (my husband had stepped away to the bathroom). A guest nearby openly shook their head while 2-3 others stared, and this happened right in front of the reception desk. Despite the two reception staff being present, neither offered help—they simply watched as I struggled to clean the mess with baby wipes while managing two toddlers. No one from reception spoke to me during the incident. Later, when I called to express my frustration and humiliation, the manager told me that the staff member had called housekeeping, though I never heard or saw anyone arrive during the up to and what felt like five minutes I spent cleaning, with several guests standing less than a meter away, one even shaking her head. This experience left me feeling humiliated.
Additionally, while the room location was lovely, the room's cutlery and some bowls were dirty, and my husband’s steak at the restaurant was overcooked (he had requested medium-rare). Despite these issues, I still believe the restaurant is worth visiting for its atmosphere and offerings. However, based on this experience, I would advise exercising caution when it comes to the reception staff and their willingness to offer assistance or show empathy, particularly when it comes to accommodating children.
I’ve felt compelled to write positive reviews in the past for places I’ve visited but never a negative one until this experience.
Jason Collis
-
January 08, 2025
We took our 4 year old to the junior ropes activity. It’s 100% one of the best things we’ve ever done. Initially I thought the $40 for a 4 year old was a bit over priced. But think you definitely get your moneys worth. The staff were a great mix of relaxed yet professional, they were great with all the kids. Will be back definitely
Emma Butler
-
April 03, 2025
I haven't been here yet but I came here to read the reviews before we head over this weekend. I'm unable to comment on a comment or reply to the owners reply so had to make a separate post.
I was on the fence about heading over to the park (because I hate driving up that mountain). After I read the review and reply to the spilled yogurt incident, we will for sure be heading over this weekend. I can tell by your reply to this complaint that you run a family friendly park and you as an employer must respect your staff. This was the most honest and forthcoming reply to a 'complaint' I've even read. I feel that we will be looked after by your staff this weekend.
Katie Moll
-
February 16, 2025
We experienced the canyon zip lines today. Wow. So much fun, excellent scenery and our guides, Eli and Cameron were professional and fun. Everyone in the group felt super safe and confident flying above the tree tops. A must do!
Big Saggy
-
February 27, 2025
One of my childhood memories I treasure with dad is him taking me here! I took my kids the other week and it was so much fun! Fair prices. Only thing I recommend is preparation for the heat! Hoping my kids hold the day in their memories 🥰
Our Address
Corner Tamborine Mountain Rd &, Cedar Creek Falls Rd, Tamborine Mountain QLD 4272, Australia
Friendly Atmosphere, But Reception Staff’s Lack of Empathy for Families Is Disappointing. While the restaurant staff was incredibly friendly and accommodating for children, tasty cocktails, the buffet breakfast was lovely, and there were engaging activities for all ages, our stay was spoiled by a troubling experience. My 1.5-year-old daughter accidentally spilled yogurt on the reception carpeted floor while I was alone with my 3-year-old (my husband had stepped away to the bathroom). A guest nearby openly shook their head while 2-3 others stared, and this happened right in front of the reception desk. Despite the two reception staff being present, neither offered help—they simply watched as I struggled to clean the mess with baby wipes while managing two toddlers. No one from reception spoke to me during the incident. Later, when I called to express my frustration and humiliation, the manager told me that the staff member had called housekeeping, though I never heard or saw anyone arrive during the up to and what felt like five minutes I spent cleaning, with several guests standing less than a meter away, one even shaking her head. This experience left me feeling humiliated. Additionally, while the room location was lovely, the room's cutlery and some bowls were dirty, and my husband’s steak at the restaurant was overcooked (he had requested medium-rare). Despite these issues, I still believe the restaurant is worth visiting for its atmosphere and offerings. However, based on this experience, I would advise exercising caution when it comes to the reception staff and their willingness to offer assistance or show empathy, particularly when it comes to accommodating children. I’ve felt compelled to write positive reviews in the past for places I’ve visited but never a negative one until this experience.
We took our 4 year old to the junior ropes activity. It’s 100% one of the best things we’ve ever done. Initially I thought the $40 for a 4 year old was a bit over priced. But think you definitely get your moneys worth. The staff were a great mix of relaxed yet professional, they were great with all the kids. Will be back definitely
I haven't been here yet but I came here to read the reviews before we head over this weekend. I'm unable to comment on a comment or reply to the owners reply so had to make a separate post. I was on the fence about heading over to the park (because I hate driving up that mountain). After I read the review and reply to the spilled yogurt incident, we will for sure be heading over this weekend. I can tell by your reply to this complaint that you run a family friendly park and you as an employer must respect your staff. This was the most honest and forthcoming reply to a 'complaint' I've even read. I feel that we will be looked after by your staff this weekend.
We experienced the canyon zip lines today. Wow. So much fun, excellent scenery and our guides, Eli and Cameron were professional and fun. Everyone in the group felt super safe and confident flying above the tree tops. A must do!
One of my childhood memories I treasure with dad is him taking me here! I took my kids the other week and it was so much fun! Fair prices. Only thing I recommend is preparation for the heat! Hoping my kids hold the day in their memories 🥰