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“Great beachfront location but needs some TLC” 3 of 5 stars
Review of Surfers Aquarius

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Surfers Aquarius
4.0 of 5 Condominium   |   4-12 Old Burleigh Road, Surfers Paradise, Queensland 4217, Australia   |  
Hotel amenities
Melbourne, Australia
Senior Contributor
23 reviews 23 reviews
7 hotel reviews
Reviews in 9 cities Reviews in 9 cities
35 helpful votes 35 helpful votes
“Great beachfront location but needs some TLC”
3 of 5 stars Reviewed January 27, 2013

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.

Room Tip: Ask for a beachfront room. Also one which has been kept in good condition maintenance wise.
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  • Stayed January 2013, traveled with family
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 3 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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91 reviews from our community

Traveler rating
    30
    37
    14
    7
    3
See reviews for
52
20
3
1
Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    3.5 of 5 stars
  • Service
    3.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    3.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (23)
Date | Rating
  • English first
  • French first
  • Any
English first
Brisbane, Australia
2 reviews
Reviews in 2 cities Reviews in 2 cities
3 helpful votes 3 helpful votes
3 of 5 stars Reviewed January 14, 2013

The hotel itself is located about 15-20min walk from cavill ave however, you walk out onto your balcony and you are literally on the beachfront. The furniture inside our hotel room was quite dated however, everything was clean and in working use. The size of the apartment was great. We had a 2 bedroom apartment with its own kitchen, 2 bathrooms, lounge room balcony and extra 'study/room' area with a fold out couch. Overall we paid a good price for the location, the apartment size and layout was great however, was a bit far from surfers and broadbeach and the interiors could do with an update.

  • Stayed January 2013, traveled as a couple
    • 4 of 5 stars Value
    • 3 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 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.
1 review
3 helpful votes 3 helpful votes
5 of 5 stars Reviewed December 23, 2012 via mobile

I stayed in a two bedroom beachfront apartment. The view was amazing, the apartment was clean, tidy, spacious with a full sized kitchen, and private. Surfers was a 10 minute walk and Pacific Fair a 20 minute walk. The staff were friendly and accommodating. If you want a place to stay that's private, has well appointed apartments and is still well located, then stay here. It's great value for money.

  • Stayed November 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
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dunedin, New Zealand
1 review
2 helpful votes 2 helpful votes
3 of 5 stars Reviewed November 27, 2012

good location but was let down by the uncleanliness and unintersted staff, not helpful or friendly to us at all, esp with directions or bus info.
marks on walls , alot of stains on carpets really needed a clean ,no matching dinnerware , lobby outside room where lifts are was not vaccumed the whole ten days we stayed as dead cockrotch still on floor when we left.,, dirty wall mirrors, only main reception was frequently cleaned,
wayyyy too many chemicals in spas!
overall not at a four star standard.

Room Tip: rooms with A OR B have best ocean views
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  • Stayed November 2012, traveled as a couple
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 1 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.
Senior Contributor
21 reviews 21 reviews
18 hotel reviews
Reviews in 12 cities Reviews in 12 cities
18 helpful votes 18 helpful votes
4 of 5 stars Reviewed November 26, 2012

I spent 4 nights at Surfers Aquarius during November 2012 and really enjoyed my stay.

The apartments exceeded my expectations. Full kitchen, laundry and lounge area made the apartment more like a home away from home.

The view was spectacular.

Staff were friendly and helpful.

Apartments were clean and quiet. I stayed during Schoolies and never had any issues with other guests.

Great indoor and outdoor pool areas plus easy access to beach.

Have already recommended to all friends and family. Great value!

  • Stayed November 2012
    • 5 of 5 stars Value
    • 3 of 5 stars Location
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 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.
Auckland Region, New Zealand
Senior Contributor
45 reviews 45 reviews
30 hotel reviews
Reviews in 28 cities Reviews in 28 cities
20 helpful votes 20 helpful votes
3 of 5 stars Reviewed November 12, 2012

This property is large (40 stories) wonderfully located with absolute beachfront access and with great facilities. Sadly the front of house staff let this property down. Almost to a person everyone of them I observed were either rude, unhelpful or just plain disinterested. This is a shame as the property itself is great. The apartment we had was 2 bedrooms (although we only booked for a 1 bedroom apartment it was great to have the extra room). These apartments are obviously privately owned so the equipment in them is more hit and miss and is dependent on the owners taste etc. we were happy with what was provided. The property has 2 pools (1 inside 1 outside) 2 spa pools, Gym, Tennis Courts and a squash court. The apartment we had was on the 24th floor and afforded fantastic views of the sea, beach and the city. The premises is getting quite tired now and to be frank the cleanliness was not where it should have been. Large signs by the elevators and in the foyers warning owners to grant the body corporate to grant them access to the apartments as the balcony railings were "very dangerous" we're somewhat disturbing when standing on them 24 stories up.

I doubt if we would stay there again, mainly due to the appalling staff attitude..

Room Tip: For a great view get an apartment ending with a, b or c
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  • Stayed November 2012, traveled as a couple
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 1 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.
Brisbane, Australia
Senior Reviewer
9 reviews 9 reviews
7 hotel reviews
Reviews in 6 cities Reviews in 6 cities
12 helpful votes 12 helpful votes
4 of 5 stars Reviewed November 11, 2012

Upon arrival we were told we had be upgraded to a two bedroom apartment (however we were told not to use the second bedroom & bathroom). The apartment was very spacious with amazing views of the city and beach. Great location; on the beach and only about a 15 - 20 minute walk to Cavil Avenue. The hotels interior is very dated but the views and large size of the apartment made up for this. Late check out is not available - however, the lady at the front desk was kind enough to let us stay until 11AM - this particular lady was very helpful but unfortunately I can't say the same for other staff members who were very unaccommodating and unhelpful. Overall, the cost for two nights was very reasonable in comparison to other hotels on Surfers Paradise.

  • Stayed November 2012, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 4 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.
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Additional Information about Surfers Aquarius

Address: 4-12 Old Burleigh Road, Surfers Paradise, Queensland 4217, Australia
Location: Australia > Queensland > Gold Coast > Surfers Paradise
Amenities:
Fitness Center with Gym / Workout Room Free Parking Swimming Pool
Hotel Style:
Ranked #28 of 93 Specialty Lodging in Surfers Paradise
Price Range (Based on Average Rates): $$
Hotel Class:4 star — Surfers Aquarius 4*
Reservation Options:
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Also Known As:
Surfers Aquarius Hotel Surfers Paradise
Surfers Aquarius Gold Coast/Surfers Paradise

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