We spent 10 days in a 2 bedroom apartment in January. We have stayed previously and loved the hotel, although the apartment we stayed in the first time needed some more furniture in the lounge. For 5 people there were only 4 seats. The hotel's facilities are fantastic - a great outdoor pool, toddlers pool, 2 indoor spas and an indoor heated pool, 2 tennis courts, fabulous bbq area. Parking is included. The hotel is absolute beachfront - walk out through the gate and you are on the sand. It is located pretty much half-way between Surfers Paradise and Broadbeach. Both times we have stayed we've had great views out over the beach. However this time we were greatly disappointed by the number of things which went wrong, and the attitude of one staff member in particular.
It started when we checked in and were allocted an apartment with only 2 beds in the second bedroom. We had specifically requested 3 beds for our 3 children. This was quickly rectified. The apartment we were given was beautifully positioned right over the beachfront, had more furniture than our first stay, but that was where the good things ended. Upon entering the room we found a smashed lamp in the lounge. When I rang reception to tell them I was told they knew about it and it should have been removed. Well, yes, but it hadn't. I then told the not too helpful lady that we couldn't open any of the sliding windows. She was going to send someone - didn't happen during our stay, but we managed to open most of them with brute force. Then the door handle fell off of the main bedroom door - locking me inside. My husband eventually opened the door and when reported, was fixed fairly quickly. There was also a ceiling light in the lounge which was hanging by a thread and looked like it would fall any minute. Next we had the towel rail in the main bathroom fall down when a towel was hung on it. The showerhead in the bathroom was also very dodgy and needs replacing. Then we had the second bedroom door lock itself - and us out of the room. We reported this happening at 9am and by 10:15am the handyman had not arrived so we went out for the day. When we arrived home at 6pm the door was still locked. Another, not so polite, call was made to reception and the handyman came with a spare key to unlock the door. Why this didn't happen in the morning I don't know. Turns out the wind pushes the door back onto the wall which pushes in the lock. The wind then slams the door shut. No idea why this door even has a lock when none of the others, including the bathroom and ensuite, have locks. It became a bit of a comedy of errors, waiting each day to see what would go wrong next. We had the cleaner come through only once during our stay, and then only towels and sheets were changed. Floors were not cleaned and nor were the bathrooms. When I called down to request replacement toilet paper, thinking the cleaner had forgotten it, I was told it doesn't get restocked, but that I could buy some for $2.50 a roll. That is so tight! If I stay for one night I get a roll of toilet paper, so technically, couldn't I expect ten rolls over my stay? It's the small things that make, and break, a hotel.
This has been a great property and has the potential to be so again. But right now it needs a lot of maintenance work to be done on the units, and a better attitude from some of the desk staff. I find it very hard to recommend this to friends right now.
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- Also Known As:
- Surfers Aquarius Hotel Surfers Paradise
- Surfers Aquarius Gold Coast/Surfers Paradise