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“Attitude and lack of proprietorial interest” 2 of 5 stars
Review of Aqualuna Beach Resort

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Aqualuna Beach Resort
4.5 of 5 Condominium   |   840 Pacific Highway | Sapphire Beach, Coffs Harbour, New South Wales 2450, Australia   |  
Hotel amenities
Sydney, Australia
Top Contributor
2,573 reviews 2,573 reviews
215 hotel reviews
Reviews in 342 cities Reviews in 342 cities
1,150 helpful votes 1,150 helpful votes
“Attitude and lack of proprietorial interest”
2 of 5 stars Reviewed March 3, 2012

This is typical of what happens when hotel rooms are sold and bought on price.
The hotel was probably full when I was there and most guests were probably happy as they had a perceived value room.
But it also breeds an attitude with staff who don't believe they have to offer any better customer service and can emphasise the rules rather than the service.
Like other reviewers, I had asked about late checkouts and was told clearly that they were not possible.
At the very best, 11.15 or possibly 11.30 was the best they could do without an increased charge
The reason for this is that the cleaners only have a 3 hour window and all requests revolve around their timetable and schedule.
To state the obvious though, the hotel is relatively large and the cleaners cannot possible do all cleaning in the first 15 - 30 minutess.
It is more a question of cleaners being more important than guests and it is easier to say no than try and work through a cleaner's schedule.
In a bigger sense, it is one of those reasons why international travellers find our attitudes in Australia so hard - in Europe and the USA, hotels are far more flexible in trying to work with you.
And particularly when the $ is where it is, it is actually far cheaper for us to travel overseas and get better service than in Australia.
The farcical thing about the time question is that the clock in the room was 28 minutes fast.
I don't wear a watch and if I had followed the only clock available, I would have been late checking out and incurred their wrath.
Smallthings like parking were a problem - with my room, I actually had to waalk a fair distance to the steps and then lug cases up too many steps and then quite a fair way.
Imagine my surprise when just outside our room were a few car spaces for our neighbouring rooms.
It would have been easier for the hotel to say, just take a few minutes in these spots to unload and then go and park the car.
A couple of other times, I tried to ask a couple of simple questions but had to wait a few minutes while the staff fussed around the desk.
My overall comment is that there seems to be no owner or manager who takes an overall interest and the staff are more focussed on their needs and the rules rather than thinking of service to their guests.
Although as others have said the hotel is getting old and tired, having said all of that, the hotel is relatively good value if you are not asking for much more than a room and a pitstop on your travels.

  • Stayed March 2012, traveled on business
    • 3 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 2 of 5 stars Service
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407 reviews from our community

Traveler rating
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Rating summary
  • Sleep Quality
    4 of 5 stars
  • Location
    4 of 5 stars
  • Rooms
    3.5 of 5 stars
  • Service
    4 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    3.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (80)
Date | Rating
  • English first
  • Italian first
  • Any
English first
Sydney, Australia
1 review
5 of 5 stars Reviewed February 4, 2012

Stayed at Aqualuna in December and had a great stay to celebrate our anniversary, we needed something special and we received it with a two bedroom apartment facing the ocean, resort is set on a slanted hill, we had tremendous views of the ocean, spotlessly clean apartment and we also liked the direct access to the beach for our walks. We ordered off the menu on the first night and the food was very nice, pricing was reasonable and the service was friendly and prompt. We are looking at going back there in 6 months time as we were pleased that the place is well maintained and has a good feel about it.

  • Stayed December 2011, traveled as a couple
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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Sydney, Australia
1 review
2 helpful votes 2 helpful votes
5 of 5 stars Reviewed February 2, 2012

I have been scanning all the reviews. We are releived and pleased that we didnt base our whole stay on the reviews and certain negativity which is present amongst the reviews. We thought we would stay at this resort with a clear mind and see how it is for ourselves. We got a good last minute rate as the weather wasn't the best, The room was clean and large, the balcony faced the water and we had a view of the ocean on the top floor of the two levels. The room service took about 35 minutes, but was worth the wait as it was restaurant food was delicious. The reception staff were welcoming and friendly. The games room was also a hit with the kids and the wading pooland swimming pools are good. The only other thing is that the beach along the coast has a slight current, I would suggest that there is always a couple of people when swimming in the ocean. We love the ocean and rotated between the pool and the beach.Really enjoyable stay at a classy establishment obviously run by good operators.

  • Stayed January 2012, traveled with family
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 2
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Reviewer
4 reviews 4 reviews
3 hotel reviews
Reviews in 3 cities Reviews in 3 cities
3 helpful votes 3 helpful votes
3 of 5 stars Reviewed January 31, 2012 via mobile

Just recently stayed here, the location was good. All staff encountered were all friendly and helpful.
But the cleanliness of the room really let it down, also the up keep of the room, the sliding gauze door was broken, air con really noisy, and lots of over grown trees around our room littered with rubbish.
I would return but only for a cheap rate!

  • Stayed January 2012
    • 3 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Rooms
    • 1 of 5 stars Cleanliness
    • 4 of 5 stars Service
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Brisbane, Australia
1 review
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed January 29, 2012

I want to say that we stayed at Aqualuna last week and that the service that we received by all staff was refreshing and right on the mark of a superior resort. Excellent holiday for the family, the food in the restaurant was the best we have had for a long time and the service was really friendly and prompt. I have read reviews on the internet and wanted to let you know of our experience. We received a great ocean view room and had breakfast included, also fantastic value as we ate as much as we liked each morning. We loved our holiday and wish to share the experience on line with other travellers.

Room Tip: Ocean View
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  • Stayed January 2012, traveled with family
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
2 reviews
Reviews in 2 cities Reviews in 2 cities
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed January 28, 2012 via mobile

More than expected. Booked a two bedroom seaview for one night en-route to Sydney from Noosa and instantly upgraded to a three bedroom seaview. Clean, spacious and everthing required for an overnighter or longer. Had dinner at the restaraunt and was best dinner and service all 2 week holiday. Overall Service was exceptional, especially Finbar at the restaraunt. Well done all. Room 6, Jan 28

  • Stayed January 2012
    • 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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Newtown, New South Wales, Australia
1 review
2 helpful votes 2 helpful votes
2 of 5 stars Reviewed January 24, 2012

We were a family of 4 going away from Sydney and wanted a nice 4 1/2 * week away.Rang before to make sure it had a spa,washing machine ect. and when we got there was no spa ,we did get one with a spa after being told like a naughty kid that I should have been told it was not guaranteed!t I rang to check,what happened to customer service.It was tired looking really needs an upgrade, the pools are small I would not recommed it unless for just 1 night.It was not at all up to a 4 1/2 star standard like they say.

  • Stayed January 2012, traveled with family
    • 2 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 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.
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Additional Information about Aqualuna Beach Resort

Address: 840 Pacific Highway | Sapphire Beach, Coffs Harbour, New South Wales 2450, Australia
Location: Australia > New South Wales > Coffs Harbour
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Kitchenette Restaurant Room Service Swimming Pool Wheelchair access
Hotel Style:
Ranked #19 of 40 Specialty Lodging in Coffs Harbour
Price Range (Based on Average Rates): $
Hotel Class:4.5 star — Aqualuna Beach Resort 4.5*
Number of rooms: 93
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Also Known As:
Aqualuna Beach Hotel Coffs Harbour
Aqualuna Beach Coffs Harbour

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