Our family of 5 booked 2 nights at Waters Edge Resort in early November after reading excellent reviews on Trip Advisor. We chose a lower level apartment and were on the second floor, which still provides a good water view over palm trees. The room was great, a good internal layout, contemporary furnishings, a nice sized balcony and very clean. We did however find the apartment very noisy with the traffic from one of the main roads leading into Airlie Beach, Waterson Way, so close by. On the weekend we were staying at the resort, they were hosting a wedding, and the ceremony/reception etc were held outside around the pools. This was unfortunate for us, as although there was always a pool available to swim in, because they are all located so close to each other and aren’t particularly large, we felt we were encroaching on the celebrations – I was conscious I would not want a stranger’s 3 young kids noisily frolicking around at my wedding so we tried to stay out of their way as much as possible.
I should also mention that I booked our room by emailing a request for a quote via the hotel’s website. A very thorough and professional quote was provided with various options and we booked two nights over a Sat and Sun. Leading up to our stay I attempted to cancel our Sunday night, and only have the one night’s accommodation on the Saturday night – it was at this point that I was told Waters Edge do not accept a one night’s booking for a Saturday night. I went back to our thorough quote, and there was no mention whatsoever that the rate being offered was a ‘two night minimum rate’. There were details regarding standard penalties for cancellations within x number of days etc, however no mention of a two night minimum rate. I went onto the Water’s Edge website, no mention of this either. Numerous frustrating conversations with the reception staff member failed to get us anywhere. In the end we let it go – we didn’t want to spoil our holiday, but I think this, combined with the fact that if you wanted an early check-in in, be prepared to pay an extra $25; if you wanted a late check-out, be prepared to pay an extra $50 - yet there was no flexibility or good will whatsoever when the pools and restaurant were unavailable at times for guests due to a wedding, and certainly a very disappointing level of customer service in regards to the ‘two night minimum’ issue we encountered, for a resort which proudly promotes itself as a 4.5 star “premier holiday location”.
Request a room as far away as possible from Waterson Way. Lower levels still provide good water vie...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.