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“wonderful service” 5 of 5 stars
Review of Palazzo Versace

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Palazzo Versace
5.0 of 5 Hotel   |   Sea World Dr. | PO Box 137, Main Beach, Queensland 4217, Australia   |  
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Hotel amenities
Ranked #6 of 8 Hotels in Main Beach
Certificate of Excellence 2014
Senior Contributor
27 reviews 27 reviews
12 hotel reviews
Reviews in 14 cities Reviews in 14 cities
20 helpful votes 20 helpful votes
“wonderful service”
5 of 5 stars Reviewed March 16, 2014

We stayed for 1 night at this hotel in March 2014. The design of the hotel is magnificent. Wonderful marble works everywhere. We loved everthing about the hotel itself. It was very clean and beautiful. The staff were very nice and helpful.
We ate at the buffet restautan (Il Barocco ) twice for out dinner and the breakfast. Everything about it was nice apart from the foot itself! The food was quite average, way below our expectation from a 5 star hotel. Quality of the food was not that good, either not cooked well or over cooked. We paid $89 per person for the baffet dinner and $45 for the breakfast buffet. In both times we became very dissappointed. I strongly recommend others to eat outside the hotel (at the marina mirage for example as there are plany of very nice restaurants there with reasonable prices). The only good thing about this restaurant was its waiters and waitresses. They were very friendly, helpful and nice. We will go back to the hotel but we definitely will not eat at Il Baracco restaurant ever again!

  • Stayed March 2014, traveled as a couple
    • 4 of 5 stars Value
    • 5 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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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
PVGC, Guest Relations Manager at Palazzo Versace, responded to this review, March 26, 2014
Dear Farhad A

Thank you for taking the time to share your review on TripAdvisor.

We are extremely pleased to hear you enjoyed your stay and loved everything about the hotel! ‘Magnificent’ really is a perfect word to describe the immaculate attention to detail throughout the hotel, including our peerless marble and mosaic flooring.

It was unfortunate to hear your experience in our Il Barocco Restaurant did not meet your expectations. Our Il Barocco manager has been notified of your review and is contactable on rm14@palazzoversace.com.au if you wish to discuss this matter further.

We thank you again for your feedback and look forward to your return to the hotel.

Warm Regards

Leah Rasmussen
Guest Relations Manager
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1,135 reviews from our community

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Rating summary
  • Sleep Quality
    4.5 of 5 stars
  • Location
    4 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4 of 5 stars
  • Value
    3.5 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (306)
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English first
Kuala Selangor, Malaysia
2 reviews
Reviews in 2 cities Reviews in 2 cities
4 of 5 stars Reviewed March 13, 2014

Enjoyed the one night we had there.. Didn't get to spend a lot of time at the hotel due to christmas party. But the time we spent there was very relaxing and welcoming by the staff. It was very clean, nice aroma through the building. Room service pizzas weren't the best, cold and soggy by the time they got delivered, the only disappointment throughout out the stay.

  • Stayed January 2014, traveled with family
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
PVGC, Guest Relations Manager at Palazzo Versace, responded to this review, March 26, 2014
Dear GAOGAOP

We are glad your short stay at Palazzo Versace was a relaxing one.

We look forward to your next visit.

Warm Regards

Kayla Jane Mooney
Guest Relations
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Brisbane, Australia
1 review
3 helpful votes 3 helpful votes
3 of 5 stars Reviewed March 11, 2014

Versace was once my favourite hotel on the Gold Coast. Sadly, though, it's not what it used to be. It is still a beautiful building, and some aspects of the service (eg check-in) are still first rate, but the service generally leaves a lot to be desired. On the last two occasions that I have stayed there, service at the lobby cafe has been really poor. On both occasions they have forgotten parts of our order - they were simple orders! - and parts were never delivered. There was not even so much as an apology when, after waiting 45 minutes for something to come out, I had to cancel the order. They still had time to charge for a bottle of water or cup of coffee, though! It's a shame, as the lobby really is the centerpiece of this hotel, and dining there was once a favourite thing to do while staying there. In short - it is what it is - a nice building with great rooms - but on the whole, don't stay there with an expectation that the service will be up to the same standard.

  • Stayed March 2014
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 2 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.
PVGC, Manager at Palazzo Versace, responded to this review, March 19, 2014
Dear M263,

Thank you for taking the time to write a review of your recent stay. It is important to both staff and Management of Palazzo Versace that each and every guest departs the property with fond memories of their experience with us.

I would welcome the opportunity to discuss your experience in our Le Jardin Lobby Bar in more detail.

Please contact me via email rm13@palazzoversace.com.au or via phone on (07) 55098000.

I look forward to hearing from you soon,

Tim Glasson
Le Jardin Bar Manager
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Perth, Australia
Senior Reviewer
6 reviews 6 reviews
3 hotel reviews
Reviews in 4 cities Reviews in 4 cities
3 helpful votes 3 helpful votes
5 of 5 stars Reviewed March 11, 2014

The impressive photos of the front of this hotel you can see online look so much bigger than they are in real life but, once you walk through entrance doors (always opened for us by the concierge) everything is big and beautiful!! The entrance foyer is gorgeous and at night is lit by literally hundreds and hundreds of tea light candles ... simply stunning! The service we received from the valet to the wait staff to the event staff to the pool staff was without fault! We didn't dine in the restaurants for lunch or dinner but went to the Mirage Marina next door which has an array of great restaurants. However, breakfast was delicious and had such a huge choice of hot, cold, sweet and savoury! Our room was just beautiful and the bed was to die for! I've stayed in lots of hotels all around the world and this had to be one of the most comfortable beds I have ever slept in! Very hard to get out of in the morning! I cannot recommend this hotel more highly! I don't have a single critical comment or suggestion to make! Well done Palazzo Versace ... you exceeded my expectations by far!

Room Tip: There are some rooms that have their own private pool that would be wonderful ... just a little out...
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  • Stayed March 2014, traveled as a couple
    • 5 of 5 stars Value
    • 5 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.
PVGC, Guest Relations Manager at Palazzo Versace, responded to this review, March 26, 2014
Dear JoeytheBowey

Thank you for taking the time to share your review on TripAdvisor.

We are extremely pleased to hear your recent stay at Palazzo Versace exceeded all of your expectations. Our hotel lobby portrays a completely different atmosphere at night time, with dimmed lighting and tea light candles indeed creating an absolutely stunning scene.

Palazzo Versace prides itself for providing superior customer service and we were extremely pleased our Concierge, Events and Pool Bar staff contributed to your overall experience.

We would love to welcome you back in the near future, to experience our restaurants and more of what Palazzo Versace has to offer.

Warm Regards

Kayla Jane Mooney
Guest Relations
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Perth, Australia
Top Contributor
152 reviews 152 reviews
15 hotel reviews
Reviews in 33 cities Reviews in 33 cities
45 helpful votes 45 helpful votes
5 of 5 stars Reviewed March 6, 2014

Loved every second there! We went for one night to complete our valentines day/anniversary holiday. The staff were extremely friendly on check in they also upgraded us to a lagoon room. We walked in to what was the perfect room. every little detail was amazing. I could have stayed in the spa bath for a week! Dinner was great we had the seafood buffet and the next morning breakfast was just as good. I recommend this place for special occasions or just because. I know i will be going back!

  • Stayed February 2014, 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
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
PVGC, Guest Relations Manager at Palazzo Versace, responded to this review, March 7, 2014
Dear Steph G

We loved receiving your review and particualarly loved the title used to describe your stay - I would like to think this captured your experience perfectly.

You mentioned that you will be back, well we hope that it is sooner rather than later.

Warm Regards

Leah Rasmussen
Guest Relations Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Surfers Paradise, Australia
1 review
4 helpful votes 4 helpful votes
2 of 5 stars Reviewed March 5, 2014

Was highly disappointed with the service of what is presumed to be the "best" hotel on the Gold Coast.
We booked and paid for with my credit card, for our sons wedding night - for a Lagoon room with a bottle of champagne to be delivered on check in. I emailed the hotel with our request, noting that it was for a newly wed couple's first night - plus we rang and spoke to someone to make sure that the booking on line was all completed appropriately. They requested all credit card details etc with an amount that was to be charged. This was to be our wedding gift to them. Imagine my surprise and embarrassment when they arrived the following day with an account for room and services etc.

The champagne was not in the room as requested. (It did arrive later) but again would have expected better service - plus a little more attention to detail from such an establishment.

On complaining I was told that they considered they handled every thing appropriately - did not seem to care! Would upgrade if we decided to stay again!

Would not recommend this hotel to anyone - and their lack of trying to keep customer happy was also disappointing!

Mother of the Groom

Room Tip: Stay elsewhere
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  • Stayed March 2014, traveled as a couple
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
PVGC, Guest Relations Manager at Palazzo Versace, responded to this review, March 6, 2014
Dear Miqueline2014

Thank you for bringing your experience to our attention regarding your son’s recent stay.

We received your reservation via our website, and unfortunately did not receive any instructions regarding your intent to pay in full for your son’s stay. Despite you noting that it was for a wedding night, we will never assume our guests intent without specific directions. If a guest indicates that they would like to pay for the accommodation or any other services in the hotel (either via credit card or with a voucher) we require the purchaser to complete a credit card authorisation form, which we then keep on file to eliminate the chance of credit card fraud occurring. These procedures are in place to protect our guests and reassure them that they are booking through a safe and secure channel, and our reservations team are more than happy to take any requests/special instructions at anytime to ensure that all requests are met.

Regarding our procedures on the delivery of champagne/wine, we do not deliver until the guests are checking in. Although check in time is 1400, most guests arrive at their leisure and can arrive at anytime on the date of their reservation. As champagne/wine is delivered in an ice bucket, we do not send this amenity– unless directed by guests to be in the room at a specific time. On this occasion, your son and his new bride did not arrive at the hotel until almost 10pm – and our In room dining team was alerted to their arrival before they checked in, and the champagne was delivered shortly after arriving at their room.

I apologise that we were unable to come to a satisfactory understanding. I do hope that you can understand that we have the best practices in place for the benefit our guests, and we adhere to these policies and procedures to protect them.

Warm Regards

Leah Rasmussen
Guest Relations Manager
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Port Macquarie, Australia
1 review
5 of 5 stars Reviewed March 4, 2014 via mobile

If you want that special time with your loved one, go to Palazzo Versace and you will not be disappointed. We have been going to this hotel for our wedding anniversary for many years now, so when this year we were celebrating our 25th milestone there was no question as to where we would end up. We booked our deal through Wotif because at the time it was the best deal and this holiday always has to be saved up for. From the time we were first greeted by the valets to the time we had to leave four days later was pure bliss. The staff are very friendly and courteous and nothing is too much trouble for them. They have all been trained very well I must say. Our room was beautiful as always and the bathrobes were to die for. They were a little out of my price range to purchase one from the Versace boutique so at every opportunity I was found in it. If you are like me and like fresh sheets every day you will be glad to know that this happens here. We had breakfast everyday included in our package and it is the best selection anywhere. There would not be one person who could not find anything to eat. I always had two pots of tea in the morning and when I needed a little more milk with the second pot and went to get it myself I soon discovered the lovely staff member whisking it away to promptly get more and making me sit back down to enjoy the breakfast. Now that is service. We also had the Twilight Cabana package for our anniversary dinner. If anyone is considering that special time, this package is highly recommended. We could not eat all the food that was prepared for us. It was lovely and the chef came out with the main meal and wished us a happy anniversary which was a lovely touch. Our waitress Carmen was just great and very attentive but not intrusive. If you like a little luxury in your life now and then and would like to earn some browny points with your wife, take her here and you will not be disappointed.

Stayed February 2014, traveled as a couple
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
PVGC, Guest Relations Manager at Palazzo Versace, responded to this review, March 7, 2014
Dear Debbie G

I loved reading that you had such a wonderful stay at Palazzo Versace and were able to create many special memories for such a significant milestone in your lives.

To enjoy the Twilight Cabana dinner is certainly a treat - and a romantic one at that! What with the gorgeous tealight candles, poolside ambience and then the sumptuous dinner all served in the privacy of your very own cabana - we truly believe it is a unique and special option to celebrate with someone special.

Thank you for visiting Palazzo Versace, we look forward to welcoming you back.

Warm Regards

Leah Rasmussen
Guest Relations Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Palazzo Versace

Address: Sea World Dr. | PO Box 137, Main Beach, Queensland 4217, Australia
Phone Number:
Location: Australia > Queensland > Gold Coast > Main Beach
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free Parking Children Activities ( Kid / Family Friendly ) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#3 Business Hotel in Main Beach
#4 Spa Hotel in Main Beach
#5 Romantic Hotel in Main Beach
#5 Luxury Hotel in Main Beach
#6 Family Hotel in Main Beach
Price Range (Based on Average Rates): $$$
Hotel Class:5 star — Palazzo Versace 5*
Number of rooms: 205
Official Description (provided by the hotel):
Nestled between the Pacific Ocean and the Gold Coast Broadwater, Palazzo Versace Gold Coast is ‘a destination within a destination’. A waterfront setting, spectacular architecture, Italian furnishings, extraordinary service and an ambience of pure glamour. Palazzo Versace is everything you would expect from the world’s first fully fashion-branded hotel; home to three award winning restaurants, famed day spa, Fitness & Wellbeing Centre, private marina, Versace Boutique and access to Australia’s first Water Salon poolside cabana experience. Housing 200 light-filled rooms in timeless craftsmanship accessorised by Bespoke Versace furnishing and a ‘Juliet’ balcony inviting the Gold Coast sunshine and azure skies to pour in.With a glorious sub-tropical climate; cosmopolitan approach to life; and the beauty of a Renaissance palace, Palazzo Versace creates the perfect holiday and the ultimate escapism. ... more   less 
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Also Known As:
Palazzo Versace Main Beach
Palazzo Versace Hotel Main Beach
Hotel Versace
Palazzo Versace Gold Coast/Main Beach, Australia

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