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“Always a great stay” 5 of 5 stars
Review of Oceans Resort & Spa

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Oceans Resort & Spa
4.5 of 5 Resort   |   569 Charlton Esplanade, Urangan, Hervey Bay, Queensland 4655, Australia (Formerly Peppers Pier Resort, Hervey Bay)   |  
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Hotel amenities
Special Deal
$10pp Toward Any Tour
Ranked #2 of 4 Hotels in Urangan
australia
Senior Contributor
45 reviews 45 reviews
24 hotel reviews
Reviews in 26 cities Reviews in 26 cities
27 helpful votes 27 helpful votes
“Always a great stay”
5 of 5 stars Reviewed today NEW

Staff were so friendly inviting and personal. From checkin to cleaners. 2brm are great for a short stay. Try a superior for longer than a week for a family. Pool area is great and the resort is very close to places to eat and wonderful beaches.

  • Stayed January 2015
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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74 reviews from our community

Traveler rating
    35
    24
    8
    5
    2
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30
23
Solo
0
11
Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    4 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4 of 5 stars
Traveler tips help you choose the right room.   Room tips (24)
Date | Rating
  • English first
  • French first
  • German first
  • Italian first
  • Any
English first
Toowoomba, Australia
Reviewer
3 reviews 3 reviews
Reviews in 2 cities Reviews in 2 cities
3 of 5 stars Reviewed today NEW

Disappointed in the ambiance of the room. The walls were marked and chipped, the airconditioning did not blow cold, lighting was not great. The bed was hard and obviously very old. The staff were absolutely lovely, with the exception of one staff member I unfortunatley spoke to at the time of booking. Location isnt too bad. I guess I had high expectations of the accommodation being ex-peppers, but left feeling disappointed for the price paid.

  • Stayed January 2015, traveled as a couple
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sydney
Senior Reviewer
6 reviews 6 reviews
6 hotel reviews
Reviews in 4 cities Reviews in 4 cities
4 helpful votes 4 helpful votes
3 of 5 stars Reviewed 1 week ago

Having previously been a Peppers property, I expected more. On the plus side, the property provided well-appointed apartments in a fantastic location with great views. There were two large swimming pools. Free on-site parking was provided. The property is starting to look a little dated and in need of maintenance. I was disappointed with the check-in process having to wait 1.5 hours past check-in time to access our room. I was also surprised that the property was 'motel-style' with external access to the rooms. During our stay, one lift was out of service for the better part of two days

  • Stayed January 2015, traveled as a couple
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Chris T, General Manager at Oceans Resort & Spa, responded to this review, 1 week ago
Dear Hilltopbaby,

All of us here at Oceans Resort & Spa thankyou very much for taking the time to review us today.

I am so glad that you enjoyed our great apartments, our fantastic pools, the views, the free parking, and the location! Thankyou.

Currently we are working on many projects with Body Corporate in upgrading the property. A big one is the painting of the entire building which is still not yet complete as you would have noted. It will be completed in the next few weeks. Not a day goes by without a significant project being worked on, or being prepared to begin, with minimal disruption to our guests.

I apologise for the late check-in. I will pass this onto my Housekeeping team, as we do everything we can to achieve our check-in arrival time of 2pm. Being very busy over Summer is no excuse and 99.9% of the time we do get this right, but I agree with you it should be 100%.

As a resort I am not sure what you mean by "motel-style" external access. There are many resorts in Australia, especially in Queensland due to the climate, with open air breezeways on each level that lead you to your rooms. I will take your note though.

All the best for your future travels.
Regards,
Chris Taylor - General Manager
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Sandton, South Africa
2 reviews
Reviews in 2 cities Reviews in 2 cities
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed 1 week ago

We booked our stay through booking.com which worked out so well. Each room was ensuite with all the bells and whistles we could have asked for. The view was amazing and service very friendly and helpful. We will definitely stay there again and recommend to our friends and family.

Stayed September 2014, traveled with family
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Chris T, General Manager at Oceans Resort & Spa, responded to this review, 1 week ago
Dear Jo G,

Greetings from all of us here at Oceans Resort & Spa Hervey Bay.

We appreciate you taking the time and effort in writing such a positive review on our resort all the way from South Africa! We are very glad that you enjoyed yourselves, and we cannot wait to welcome you back one day soon.

I will pass on your kind words about the great service to all of the staff.

Thanks again for spreading the word on our resort across the world on Trip Advisor. Hervey Bay is such a great and unique part of world and Fraser Island should be on everyone's bucket list.

Safe travels,
Chris Taylor - General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Senior Reviewer
9 reviews 9 reviews
6 hotel reviews
Reviews in 6 cities Reviews in 6 cities
1 helpful vote 1 helpful vote
3 of 5 stars Reviewed 1 week ago

The hotel pool is great for the kids we had a ground floor suite which by all accounts was perfect with direct access to the pool, well appointed kitchen & rooms & free movies to boot, however the hotel is let down by lack of service (having only one person on the desk for most of the time for check in/out, concierge, enquiries etc). With two young children dining out is not a fun option but there is not much choice on the room service menu & not much chance of someone answering the phone there either! Room keys are also frustratingly faulty! All in all this resort could be great but misses the mark.

Stayed January 2015
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Chris T, General Manager at Oceans Resort & Spa, responded to this review, 1 week ago
Dear Melsylovesluke,

Greetings from Oceans Resort & Spa Hervey Bay. I thankyou greatly for staying with us, and taking the time to review us on Trip Advisor.

I am very pleased to hear that you and your family enjoyed your room, our fantastic pools, and our on-demand movie service that contains over 100 titles of the latest movies.

We are an apartment style complex, hence why 1 person on the desk at times is fine. During many times of the day we do have more than 1 person, especially across peak holiday season.

Our in-room dining service and restaurants are through Bayswater Hotel which is on our complex, but operated by a third party. We are constantly working with them on menu changes for our rooms, and I will be discussing with them about not answering their room-service phone line. They have a brand new chef there so it is already on the radar and will be resolved asap.

On the keys, I apologise that you had some issues with your lock. It is very rare that we have any issues at all. The law of averages mean that every now and then something may go wrong with one particular lock, and we do fix it asap.

We hope to see you and your family again soon one day, and that when you stay next time our room service has improved.

Regards,
Chris Taylor - General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Canberra, Australia
1 review
2 helpful votes 2 helpful votes
2 of 5 stars Reviewed 1 week ago

• We were contacted the day before arriving and asked to pay the balance of the room charges. This has never happened before and my understanding is that payment is made for accommodation at the conclusion of the stay. Furthermore, being forced to pay over the phone meant paying via credit card which included a credit card fee of $40.30. We would have paid straight from our savings account (involving no fees) had we been provided with the option to pay once on site and at the conclusion of the stay. We also would have requested a reduction in accommodation costs having realised the poor state of the accommodation during our stay.
• On arrival we were informed that the toilet door on the roof top was broken, had been removed and would need to be fixed during our stay. The door was replaced the following day however it was left unpainted and large pieces of splintered timber from the previous door was left on the roof top.
• The main bedroom bed-suite is in an appalling state. The slats are broken and do not stay in place, falling to the floor when getting in and out of the bed. They have also been duct taped in a crude attempt to fix this unacceptable issue. Some of the formed slats had even been replaced with pieces of timber ply wood. This made the bed uncomfortable to sleep in.
• The bed frame in the main bedroom is a very impractical design with the mattress being recessed below the hard timber sides. I had bruises on my thighs attempting to exit the bed as the mattress sinks with any weight and it was difficult and painful to manoeuvre over the top of the sides. It would be almost impossible for elderly or overweight people to get out of this bed.
• The mould on the roof at the top of the stairs was outrageous (thick and covering several square metres of the ceiling area). This is a reportable health hazard.
• The rear right hand side cook top element did not function effectively.
• The water pressure to the roof top spa was so poor it took 45 minutes to fill and then we found the water was cold. The spa also did not have its own plug.
• The roof top remained unused during our stay due to the ineffective spa and it was very hot, stark and extremely unappealing due to looking like a colourless concrete jungle.
• The slat guide railings on the lower level balcony floor are a trip hazard (we tripped on them several times) and they need to be removed. They no longer serve a purpose as the slats have been removed and not replaced. The unused railings on the balcony ceiling should also be removed as they are unattractive.
• Areas both inside the room and outside of the room as well as the outside of the building in general need to be re-painted. The random patchwork painting that has been done in numerous areas on the outside of the building is unattractive and not fitting for a resort that claims to be 5 star.
• On arrival there were dirty marks on the floor, it appeared they had been there for quite some time and that the house cleaning staff just lightly dragging a mop over the floor rather than use enough pressure to remove these marks.
• There was significant grout missing between the tiles on the balcony as well as significant mould between the tiles and even a small weed growing from between the tiles.
• The raised floors in the bathrooms and laundry are a trip hazard and the towel rails were loose.
• The couch was old, out dated, stained and had a large tear in it (approx 6 inches). The state of this furniture is not acceptable in a 5 star resort.
• The spa in the main bathroom had some dirty marks in it.
• There were holes in the drapes which were very obvious when the sun shone through them in the early mornings.
• The outside slat louvers were stiff and difficult (if not impossible) to adjust and some were broken. This did not allow for any air flow on the balcony and even swim wear and towels left to dry for 24 hours on the clothes horse were still damp.
• The air-conditioning only serviced the main area and did not reach the bedrooms effectively. The air-conditioning was completely ineffective in the second bedroom which was hot and stuffy at all times.
• The second bedroom was too bright and sunny as the blinds were completely ineffective which meant my son found it difficult to sleep after sunrise.
• The fans did not working in either bathroom.
• The door cards were unresponsive and required several attempts at swiping until they worked.
• The outside windows were very dirty
• The lamp in the study was not working.
• There were limited kitchen utilities available for use. The cutlery was obviously cheap as pieces (particularly the forks) were bent and out of shape.
• The blind on the window in the kitchen was broken.
• There was a hole in the painting above the main bed
• The dishwasher was awful to pack with the cutlery tray spilling over every time cutlery was placed into it and the plates would not stay upright in the racks. Some of the front displays had worn off and it was difficult to work out how to operate. The dishwasher door opener was missing the cover and exposed the glue.
• There were bird droppings on the balcony on our arrival.
• The cushioning on the outdoor setting was badly faded.
• The beach towels supplied to us on the first day were only replaced on our second last day, instead they were replaced with white bathroom towels half way through our stay. I do not believe it is appropriate or allowable to use these towels outside of the room.
• On our last day in the room we ran out of toilet paper as extra rolls had not been supplied during the clean.
• The coffee pods we used on the first day were not replaced at all during the length of the stay.
• The reception staff were generally unfriendly and unhelpful. I asked a lady at the reception desk on Christmas day if the two restaurants would be open on Boxing day. She looked at me as if I was inconveniencing her and then replied, “I am not sure, I think they might be”. We also asked reception staff the day before Christmas what would be open around Hervey Bay on Christmas day and we were told, “I don’t know.” This is simply not good enough.
• Having no 24 hour reception is very unusual and inconvenient in a large 5 star resort.
• Giving the impression that the Spa Botanica is part of the Resort facilities and then finding out that I could not make a booking for the spa outside of their business hours via the reception desk is inconvenient and just not good business practice.
• Having the main Resort restaurant/bar unavailable for customers on Christmas day (apart from Christmas lunch time bookings) is also inconvenient and not good business practice.
• Although the view out to the ocean was very nice, the view looking down on the deteriorating and dirty roof top below was very unpleasant. Large areas of peeling paint, exposed electrical cords, baron concrete and empty plant pots.
• The door at the top of the stairs to the roof top was stiff, heavy and difficult to open. Once open it would jam and remain open until force was used to close it.
• The fact that the smoke detectors seem to get set off very easily (and were apparently set off by guests during our stay) makes things unnecessarily stressful when showering and cooking.
I reported these issues via email to the manager of the resort on our return home asking for a partial refund. We chose not to report the issues at the time as we did not want the disruption of tradespeople in the room during our Christmas holiday. I was informed that because we didn't report the issues immediately they would not offer any refund even though in their reply email they advised that several of the issues i nominated above had been fixed.

Room Tip: Do not pay the extra money for a penthouse suite, they fall very short of a 5 star standard
See more room tips
  • Stayed December 2014, traveled with family
    • 2 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 2 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Chris T, General Manager at Oceans Resort & Spa, responded to this review, 1 week ago
Dear Cath E,

I have dealt with you in writing on this prior to you posting this on Trip Advisor.

During your 5 nights here not once did you say a thing to my staff who are on-call 24-hours a day. We have tent-cards in our room that ask our guests to immediately report any problems, issues or anything that they are not satisfied with in their room and we rectify the situation as soon as possible. Your attention to detail in spotting this on the desk could have resulted in a much more pleasant stay.

You admitted to me yesterday that you didn't notify us of any issues because it would have disrupted your stay. We actually could have moved you at the time into another Penthouse.

It seems a discount/refund was a major reason for your quite un-reasonable 3 page letter to us and as a result of not giving you this you have posted your first ever comment on Trip Advisor.

We did offer you some compensation and yesterday you rejected our offer.

A holiday should be a relaxing, fun time enjoying a hotels features and the local area. My staff are here any time of the day, across any day of the year to ensure that for ALL of our patrons have the best stay possible.

All the best for your future travels and good-luck to those next hotels that you stay in and review.

For those future patrons of our beautiful hotel, some of the small issues that were mentioned above were swiftly rectified the day after we received the letter from Cath E, as they were never complained about before.

Chris Taylor - General Manager
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Surfers Paradise, Australia
Senior Contributor
28 reviews 28 reviews
10 hotel reviews
Reviews in 16 cities Reviews in 16 cities
21 helpful votes 21 helpful votes
5 of 5 stars Reviewed 2 weeks ago

We stayed for 4nights over the past weekend and had an amazing time! We had 2 bed apartment and had pool / sea views, very spacious with huge balcony!
Pool was amazing, staff really friendly and a great location for beach and restaurants!
We're looking to go back for Australia Day weekend

  • Stayed January 2015, traveled with family
    • 5 of 5 stars Location
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Chris T, General Manager at Oceans Resort & Spa, responded to this review, 2 weeks ago
Dear Laura R,

Thanks very much for taking the time to review us on Trip Advisor today. It was very nice to hear such positive comments and that you and your family enjoyed yourselves so much. We have had a really great Summer so far, and our guests have been an absolute pleasure to take care of. It has been great to see so many people enjoying our resort and the pools!

We really look forward to welcoming you back on Australia Day weekend, and I trust that your stay will be as equally good, if not better.

Thanks for spreading the word on our hotel, we really do appreciate it, as we continue to make Oceans Resort & Spa Hervey Bay THE place to stay in Hervey Bay.

Safe travels,
Chris Taylor - General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Oceans Resort & Spa

Address: 569 Charlton Esplanade, Urangan, Hervey Bay, Queensland 4655, Australia (Formerly Peppers Pier Resort, Hervey Bay)
Phone Number:
Location: Australia > Queensland > Fraser Coast > Hervey Bay > Urangan
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free Parking Children Activities ( Kid / Family Friendly ) Kitchenette Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #2 of 4 Hotels in Urangan
Price Range (Based on Average Rates): $$
Hotel Class:4.5 star — Oceans Resort & Spa 4.5*
Number of rooms: 68
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Also Known As:
Peppers Pier Resort, Hervey Bay Hotel Hervey Bay
Oceans Resort & Spa Hervey Bay, Australia - Urangan

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