Our friends raved to us about this place and after researching it for a few days it did sound ideal so we gave it a go. We won't' be back.
We arrived early evening, check in was fab, attentive staff, lots of info about the activities etc. But we were asked to go the VIP desk as they had a welcome pack for us - more like a time share presentation! if we attended we got $150 off our room bill and the kids could go to Kidzcove whilst we were at the presentation!
We were directed to our room and when we got there it looked nice. 2 double beds so the kids could share one and we would have the other. The room was very basic, tiny fridge with a shelf for the kettle above it. virtually no room to make a brew. We went to switch on the tv whilst we were unpacking and the signal was non existent, scratchy and grainy. The decor was just very plain white everywhere, we had a view of the lagoon and even saw some wild kangaroos hopping around. There were ants crawling all over the desk so we rang reception and were told there were no other rooms available, they were 100% full due an event taking place but they would send someone to spray the room. 4 hours later and still no one had arrived.
We headed out to get some food and didn't fancy the grabbit and go place, the buffet was ridiculously priced - $75 per adult and $26 per child, so over $200 for our family of 4 - no thanks. We ate at the aqua bar, hubby had butter chicken, I had pizza and the kids had pizza and fish and chips. It honestly tasted like it had just been microwaved straight from the deep freeze. and it cost nearly $100 for all of us including our drinks. The grabbit and go place had virtually the same options as the bar menu for exactly the same prices. We tried to get the attention of the staff but due to the event the hotel were hosting the bar was full of hawaiian shirted guests, some of whom had definitely started drinking early and were extremely loud and swearing lots in front of our children.
So we left and headed back to the room. By now the party had started and we had lots of boom boom boom music pulsing out. The party was taking place on the beach and looked very nicely set up. When we got back to the room the ants had doubled but there was still no sign of anyone coming to spray the room. When we got into bed there was sand in it which must have come from the previous room tenants. The following morning we packed everything up, both kids had been bitten by ants in the night, we had barely slept. We checked out at 7.30 AM. We spoke to Brendan at check out who did offer to change our room for us but the damage was already done. The hotel did remove the food charges from the bar for us as we were unhappy with the quality.
The day after we left we did receive a phone call from the general manager apologising about the room and the food issues we had. We were very surprised to receive this call but were grateful that our feedback had been taken seriously by the hotel. If the rest of the hotel could be as customer service orientated as the general manager then maybe we'll try them again. As it was re relocated up the coast to Noosa for the remainder of our break.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear Sharon M,
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Thank you for your feedback regarding your stay with us.
i note your comments that you were contacted by our Front Office manager and I thank you for your positive comments in regards to the service that he extended to you, I also note that the two night that you did not stay are being refunded through your wotif booking.
It is disappointing that you left early from your stay with us, as our front office manager discussed with you the issues in regards to your rooms have been discussed at length with our housekeeping team to ensure that we recognise where we have failed in our turnaround time to respond to the issues you raised whilst you were with us. Again be assured that our linen is changed fresh for all new guest arrivals.
In regards to your feedback regarding the food quality at the resort again this has been personally shared with the Executive Chef in regards to the Auqua bar food, I note that you have commented that Brendon our Assistant manager also removed the food charges for you base on your feedback.
In regards to the Seafood buffet on offer for the evening of your stay again it is disappointing that you did not experience the buffet as you felt the pricing was not in line with your expectations. As a note the very popular seafood buffet is on offer Friday and Saturday nights and receives fantastic feedback for the inclusive offerings and the value for money pricing.
Sharon M , I appreciate you sharing your concerns, and it is my hope that you will give us the opportunity to better serve you in the near future.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.