We stayed here recently for a conference, I must say I am rather surprised at the previous reviews stating the property has excellent rooms and great service as this was far from what we received.
We called in advance to ask if we could get an early check in as my husband was joining a conference and I was travelling with him and needed to be able to work from a room. We were flatly told (in the most unhelpful manner) it was not possible. We rang back rather concerned that my only option was sitting in reception from 8am until 2pm while trying to work. This time we were told we could get an early check in if we upgraded to a "coastal view" room with a surcharge. As this was our only option we took it.
On arrival we noticed very quickly that friendly service was not their forte. When we tried to check in 2 receptionist did all they could to 'look busy' and ignore us and another colleague for over 5 minutes. Once we were finally acnowledged our receptionist did not smile once during check in. Every request was too difficult and an inconvenience.
On arrival into the room the unpleasant experience continued. The housekeeping is way below what you would expect from a property that states it is 5 star. The mould on the shower was way beyond something that could be over looked as missed the last time the room was cleaned.
It is something you may overlook in Asia where the humidity is so high and it can form so quickly, but not the climate at the Gold Coast. The toilet seat had something discoloured in the crevises. I am unsure if it was more mould or feaces. What ever it was, it unacceptable. photos attached
During the stay i was busy working in the room much of the first day so ordered room service for breakfast, lunch and dinner for ease.. Very average food i must say...
Dinner the second night was in one of the conference rooms. The waitress at our table was one of the rudest people in the service industry and provided some of the worst service I have experienced in my life. We had a guest who is gluten intolerant at our table, so her meal was served seperately from everyone else, this is not such an issue if they are served at the same time as our table, not so for us. We were the 1st table to be served each course as we were at the front of the room, her meal was the last meal to be served in the room, the result was everyone else waited to commence their meal through politeness which resulted in cold meals. We continually asked after the entree to have her meal delivered earlier, but were ignored. As the waitress vary rarely came to our table to top up our glasses most of our glasses were empty much of the time. We asked if she could leave a bottle on the table amongst 8 people (which i do not believe is an unreasonable request) and were chastised and told "no sir I cannot leave a bottle on your table, but I can top up your glass".. this is fine if she occassionally returned to our table, but she simply topped up our glasses and continued to avoid serving us.
On booking out we were served by another receptionist who was quite polite and friendly. Although she simply gave us a total and processed the bill on our credit card without explaining any charges. On purusing the bill after leaving the premises we noticed a mini bar charge for $3 on our bill. Not a large amount, but something that we did not use.
Generally a very poor experience.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Report response as inappropriate
It was really disappointing to read about the service issues you encountered on your recent stay at RACV Royal Pines.As you can see from the vast majority of our reviews this is not normally the case but it appears that we dropped the ball in a few areas during your visit.
I have discussed your review with our Rooms Division Manager and our Food and Beverage Manager and both have committed to ensuring the service standards in their areas are improved.
I have also met with our Housekeeping Manager and we have since sourced new cleaning product to ensure the mould in the shower is no longer a problem.
I am confident that the issues you encountered have been overcome and would like to invite you back for a return vist. If you would like to take advantage of this offer, please contact me on firstname.lastname@example.org.
RACV Queensland Resorts
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.