Booked a 5 day stay in Broadbeach for my daughter’s 40th Birthday celebration and not quite sure where to begin
Upon arrival not really greeted with the most warm and friendly of welcomes
We were unable to have an early check in as requested as we had a very early start to our day on an international flight but then that isn’t always available so accepted that so stored our luggage while we used up a couple of hours wait time
First booked into an apartment on level 13 but smelt damp with wet carpet
Once we all were barefoot it became clear the smell was from in fact newly cleaned carpet which was wet.
Requested we be moved
Moved to apartment on level 18
Extremely disappointed with not only the standard of cleanliness but the service too
Tried to phone reception
The phone did not work
The dishes were dirty and stained
The dishwasher had a foul odour and because the wording had come off the controls had no idea what settings to use
The TV didn’t work
The oven was filthy inside and out
The microwave needs replacing as also filthy dirty inside and out
Ranchslider traps filthy with dirt
Door trims all dusty looked like not been cleaned in months
The ensuite toilet didn’t flush
The other bathroom had a foul smell that came and went
Overall cleanliness 1/10
Reported issues to the duty manager and was told everything would be taken care of
No apology no real empathy to the situation
Upon return to our apartment in the late afternoon was advised everything sorted except the phone as that was a line fault
The toilet was still not working and nothing had been cleaned
Tried the after hours number and asked for the manager to call but no call back received
Reported the toilet at reception again the next morning and the maintenance person arrived at 10.00am to fix the toilet
Very poor and weak flush but when he left it worked
Upon returning to our apartment late afternoon toilet yet again not flushing
Reported everything again to reception and this time a different person who was extremely empathetic and apologetic to the situation and advised she would speak to management about our concerns
No call was received by the manager as I was advised Friday and Saturday her day off but for me to talk to her on our departure
One would assume with unhappy guests with these issues your guests are your first priority and an acknowledgment would be appropriate and foremost
So on our final night and still no 2nd toilet flushing and a foul odour that comes and goes in the 2nd bathroom nothing resolved
The ensuite toilet flooded the bathroom so had to use the towels to clean up as the new valve fitted was cracked. A different plumber came and fixed both toilets as the second one the water kept running.
We were extremely disappointed with the apartment and the level of service from the manager.
My husband and I have stayed here multiple times over the years along with other friends and never ever had an experience like this before
We have always recommended Ultra to our friends and family to stay here
No longer will we recommend Ultra
Certainly need a crash course in customer service
Karen Manderson
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December 21, 2023
My family and I have made the Ultra our family getaway for many years now. It has everything we could want and more!! Beautiful ocean views, gorgeous, stunning pool, spa & unit is always clean & modern. We enjoyed using the tennis court for an afternoon game. The location is perfect as we can walk to the beach, Pacific Fair, restaurants etc. We even had a complimentary box of goodies with a welcome note when we arrived. We have created some amazing memories here and most definitely will return again.
Melanie Kruithof
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October 23, 2023
Great location, great service, great views but our apartment was in need of a major renovation which was very disappointing when we thought we were booking a nice comfortable Ocean view apartment which really let down our whole trip . It had broken doors, broken tiles, broken curtains, mismatch of cutlery and cups, showers soaked the whole bathroom every time you showered, very dirty carpets and piles of dust on the door frames but the strangest thing was the whole apartment floor sloped downward which must have been a major muck up when it was originally built. There is also a new large apartment building going right in front of our room which is going to cut down the Ocean front rooms views and shade the pool area.
Jenelle Xerri
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November 23, 2023
Had a great time with friends staying here, used the pool, sauna, spa and bbq facilities. The staff (particularly Mon-Sat) were super friendly. You can hire extra towels and borrow boogie boards for the beach. The windows in the room needed a clean, the couches could be more comfortable, it would be good to have some sun loungers on the balcony, more coffee and oven mots. But overall liked it and would stay again.
Tracy Peryman
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January 01, 2023
Beautiful clean room, amazing view, clean facilities the pools are great for every age. We felt safe comfortable and had everything we needed in our apartment. My only complaint would be my sore back from the hard couch and bed.
Booked a 5 day stay in Broadbeach for my daughter’s 40th Birthday celebration and not quite sure where to begin Upon arrival not really greeted with the most warm and friendly of welcomes We were unable to have an early check in as requested as we had a very early start to our day on an international flight but then that isn’t always available so accepted that so stored our luggage while we used up a couple of hours wait time First booked into an apartment on level 13 but smelt damp with wet carpet Once we all were barefoot it became clear the smell was from in fact newly cleaned carpet which was wet. Requested we be moved Moved to apartment on level 18 Extremely disappointed with not only the standard of cleanliness but the service too Tried to phone reception The phone did not work The dishes were dirty and stained The dishwasher had a foul odour and because the wording had come off the controls had no idea what settings to use The TV didn’t work The oven was filthy inside and out The microwave needs replacing as also filthy dirty inside and out Ranchslider traps filthy with dirt Door trims all dusty looked like not been cleaned in months The ensuite toilet didn’t flush The other bathroom had a foul smell that came and went Overall cleanliness 1/10 Reported issues to the duty manager and was told everything would be taken care of No apology no real empathy to the situation Upon return to our apartment in the late afternoon was advised everything sorted except the phone as that was a line fault The toilet was still not working and nothing had been cleaned Tried the after hours number and asked for the manager to call but no call back received Reported the toilet at reception again the next morning and the maintenance person arrived at 10.00am to fix the toilet Very poor and weak flush but when he left it worked Upon returning to our apartment late afternoon toilet yet again not flushing Reported everything again to reception and this time a different person who was extremely empathetic and apologetic to the situation and advised she would speak to management about our concerns No call was received by the manager as I was advised Friday and Saturday her day off but for me to talk to her on our departure One would assume with unhappy guests with these issues your guests are your first priority and an acknowledgment would be appropriate and foremost So on our final night and still no 2nd toilet flushing and a foul odour that comes and goes in the 2nd bathroom nothing resolved The ensuite toilet flooded the bathroom so had to use the towels to clean up as the new valve fitted was cracked. A different plumber came and fixed both toilets as the second one the water kept running. We were extremely disappointed with the apartment and the level of service from the manager. My husband and I have stayed here multiple times over the years along with other friends and never ever had an experience like this before We have always recommended Ultra to our friends and family to stay here No longer will we recommend Ultra Certainly need a crash course in customer service
My family and I have made the Ultra our family getaway for many years now. It has everything we could want and more!! Beautiful ocean views, gorgeous, stunning pool, spa & unit is always clean & modern. We enjoyed using the tennis court for an afternoon game. The location is perfect as we can walk to the beach, Pacific Fair, restaurants etc. We even had a complimentary box of goodies with a welcome note when we arrived. We have created some amazing memories here and most definitely will return again.
Great location, great service, great views but our apartment was in need of a major renovation which was very disappointing when we thought we were booking a nice comfortable Ocean view apartment which really let down our whole trip . It had broken doors, broken tiles, broken curtains, mismatch of cutlery and cups, showers soaked the whole bathroom every time you showered, very dirty carpets and piles of dust on the door frames but the strangest thing was the whole apartment floor sloped downward which must have been a major muck up when it was originally built. There is also a new large apartment building going right in front of our room which is going to cut down the Ocean front rooms views and shade the pool area.
Had a great time with friends staying here, used the pool, sauna, spa and bbq facilities. The staff (particularly Mon-Sat) were super friendly. You can hire extra towels and borrow boogie boards for the beach. The windows in the room needed a clean, the couches could be more comfortable, it would be good to have some sun loungers on the balcony, more coffee and oven mots. But overall liked it and would stay again.
Beautiful clean room, amazing view, clean facilities the pools are great for every age. We felt safe comfortable and had everything we needed in our apartment. My only complaint would be my sore back from the hard couch and bed.