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“great hotel great location” 5 of 5 stars
Review of Sheraton Mirage Resort & Spa

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Sheraton Mirage Resort & Spa
5.0 of 5 Resort   |   71 Seaworld Drive, Main Beach, Queensland 4215, Australia   |  
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Ranked #3 of 8 Hotels in Main Beach
australia
Contributor
14 reviews 14 reviews
6 hotel reviews
Reviews in 7 cities Reviews in 7 cities
16 helpful votes 16 helpful votes
“great hotel great location”
5 of 5 stars Reviewed October 8, 2013

we recently stayed at the sheraton mirage on the gold coast , for a short stay with our two daughters .we got a fantastic room overlooking the beach large and spacious very clean the 3 days we stayed the weather was picture perfect , the hotels position is hard to beat , directly on the beach , the pool was being upgraded at the time we were there , probably why rates were down on the norm it looked dated ,but should look brand new by now .the staff were very polite and freindly except for the crabby chef at the buffet breaky , the hotel is only 3 stories and is linked with a series off corridors making it very easy to get around without waiting on lifts , a 2 minute walk over the bridge and there is array of wonderful restaurants , and shopping I recomend SAKs and omeras seafood both gorgeus meal s. and great views of the broadwter ,the deli cafe in the midddle of the centre is best for breaky wonderful atmosphere in a open deli style , great chipolates
The hotel is away from the sufers nightlife but a 5 minute cab ride or 10 on the bus and your there peace full relaxing hotel ,our car didnt move for 3 days , just a all round good few days thanks sheraton , best on the coast

Room Tip: go for a ocean front room on the 3rd floor
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  • Stayed August 2013, traveled with family
    • 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
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MarkSexton, General Manager at Sheraton Mirage Resort & Spa, responded to this review, October 15, 2013
Dear Sanderson Family

Thank you for your recent detailed review on your August stay, and your designation of our resort as “best on the coast”! We loved that description and are delighted you had such an enjoyable short break here at Sheraton Mirage.

Apologies though for the uncharacteristic manner of our chef in Terraces. This is not acceptable here at our resort, not even once, and I am sharing your review with our Executive Chef.

Hoping to have the pleasure of welcoming you all back for a return stay before too long.

Warmly
Mark
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648 reviews from our community

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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4.5 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (220)
Date | Rating
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English first
Sydney, Australia
Top Contributor
52 reviews 52 reviews
20 hotel reviews
Reviews in 25 cities Reviews in 25 cities
23 helpful votes 23 helpful votes
3 of 5 stars Reviewed October 7, 2013

We spent 3 nights on the Oct long weekend & as expected it was very busy. I booked over the phone directly through the resort 2 months earlier. I had made a special request for King bed configuration but was told on check-in that only 2 double beds were available. That was neither here nor there but the staff member at check-in commented that some people book in advance. I would consider booking 2 months earlier in advance! Our room was a good size & close proximity to the lift to the car park. It was a bit dusty on the photo frames & a small cockroach crawled out from behind it. I had an issue with the safe & called for assistance. Over an hour later I had to call again as no help came. I also rang for ice to be delivered to our room. I was advised that there was a nice machine directly opposite our room. I went to fill up our ice bucket only to find that the machine had been removed as it was out of order! Another call to guest services had to be made to get ice.

The service in the pool area also left a lot to be desired. I had to call out to the staff for service as they were mainly serving the people on ground level but had no one serving the pool guests. When I finally got served he simply took the money without a word. I had no idea how much my order cost or if I was to expect change. I figured $20 must have covered 4 ice creams.
I will say though that the cleaning staff were very accommodating & polite. I had asked them to come back later to service our room several times as each time they came we were still in the room. They politely came back as requested before their shift finished to clean the room.
On check-out they tried to charge me $175 on top of our initial deposit. The staff member had to double check with the manager as this was well over the $40 that we did owe. Lucky I had a copy of the emailed confirmation regarding the price match that they agreed to.

Overall, it is quite a nice resort although a bit run down in parts. Lovely pool area & close to the beach but the service is not up to the standard that you would expect from a 5 star resort.

Room Tip: Mirage rooms are adequate if you don't want to spend the extra for an ocean view. Room 1705 is c...
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  • Stayed October 2013, traveled as a couple
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 2 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.
MarkSexton, General Manager at Sheraton Mirage Resort & Spa, responded to this review, October 16, 2013
Dear Senior Contributor

Thank you for choosing Sheraton Mirage for your Long Weekend visit to the Gold Coast, and for the time you have taken to post such a detailed review sharing your insights and experience here at our resort. This is very much appreciated.

Please accept our sincere apologies though for the error in the entry of your amended rate - which caused the issue on check out – and for the service lapses you encountered. This is both concerning and disappointing and the feedback you have kindly provided via this post, and your on line survey, is being well utilised by our Rooms Division & Food & Beverage Managers in coaching and counselling their teams to ensure this unacceptable drop in our usual high level of service does not recur. I am very sorry also that your support of Starwood via your Preferred Guest Membership was not acknowledged and recognised, as Starwood Preferred Guest Members are most valued guests here at our hotel, and indeed, at all Starwood Hotels & Resorts throughout the world.

The comment made to you on check in regarding bedding is regrettable as specific bedding availability is not based on how far in advance you make a reservation. If the preferred bedding is not available at the time of booking we note this on a guest reservation which enables us to amend to the preferred bedding if this becomes available. Your preference for king bedding has been noted on your guest profile.

More positively, I am delighted our Room Attendants looked after you so well, and thank you for your positive comments on their service and care.

We do hope you will give us another chance when you are next travelling to the Gold Coast as we would welcome the opportunity to extend to you both a more typical Sheraton Mirage guest experience. For the moment….many thanks again for choosing our resort, and for your detailed gift of feedback.

Warm regards
Mark
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Sydney
Senior Reviewer
6 reviews 6 reviews
3 hotel reviews
Reviews in 6 cities Reviews in 6 cities
2 helpful votes 2 helpful votes
4 of 5 stars Reviewed October 6, 2013 via mobile

The hotel rooms were lovely, quiet and comfortable - everything you expect from a 5 star hotel. It's expensive and you get what you pay for.... But the second cappuccino at breakfast is $5.50.... It's just annoying after paying for a super expensive hotel that they just keep on charging ... Be prepared and it's probably ok...

  • Stayed October 2013
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MarkSexton, General Manager at Sheraton Mirage Resort & Spa, responded to this review, October 16, 2013
Hi Fifi

Thank you for choosing Sheraton Mirage for your Gold Coast visit earlier this month.

We are grateful for your review on your experience, and hope to have the pleasure of welcoming you back in the future.

With warm appreciation from all of our team.

Mark
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Sydney, New South Wales, Australia
Senior Reviewer
8 reviews 8 reviews
3 hotel reviews
Reviews in 8 cities Reviews in 8 cities
3 helpful votes 3 helpful votes
4 of 5 stars Reviewed October 6, 2013

Stayed in this gorgeous resort recently, (4th-6th Oct '13), the location is fantastic, with beautiful beach views from the dining area and the bar.. Staff were all great and friendly. Our room was little weird in shape but nothing major to complain about.. (we were on the third floor) bit of a walk from the north wing to the reception.. However the underground car park and multiple entry to and from the hotel makes it very flexible.. Breakfast was good, mixer of continental and hot!

Few things to polish up on, the bed was not comfortable at all, and the pillows were nightmare! Ordered flat pillows through room service, after an hour had to call back to follow up, been told it was delivered to the wrong room! Ha! How can one miss that.. Anyways.. Over all a great experience.. Will definitely return!!

Stayed October 2013, traveled as a couple
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MarkSexton, General Manager at Sheraton Mirage Resort & Spa, responded to this review, October 14, 2013
Dear Senior Reviewer

Thank you for posting so positively on your recent stay.

We’re delighted that overall this visit was an enjoyable one, and that you enjoyed our direct access to the beach. We are very blessed with our beautiful location.

Our apologies though for the issue you experienced with your bed, and the pillows….and for the lapse with regards the delivery of other pillows. All rooms and suites feature our Sheraton Sweet Sleeper bedding which is usually extremely well received by our guests. We’re sorry this was not your experience, and would appreciate some more detail so we can have that bedding checked. Please make contact with my Executive Assistant (07 5591 0873) Sharon Hartridge with details on your stay which will enable us to identify your accommodation and undertake that follow up.

Looking forward to your return…..and to hearing from you.

Warm regards
Mark
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Brisbane, Australia
1 review
2 of 5 stars Reviewed October 4, 2013

The hotel and rooms are fine, however the service was appalling. The service staff at the pool area did not know what was included with the children's inclusions and continually charged the wrong amount. It was like they were school kids on work experience. We paid extra for the children's meal inclusions, however had to pay full price when we settled the bill, as we were advised that the inclusions had not started when we made the purchase. This was not explained at check in when we were sold the package. Staff in the restaurant showed no interest In the guests, rarely spoke and established no rapport. Sheraton prices are charged, but the service does not come close to what is expected of an upmarket hotel brand.

  • Stayed September 2013, traveled with family
    • 2 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
    • 1 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MarkSexton, General Manager at Sheraton Mirage Resort & Spa, responded to this review, October 7, 2013
Dear Stewart

Thank you for choosing to stay with us here at Sheraton Mirage for your recent family break on the Gold Coast.

Whilst also very grateful for the time you have taken to post a review (and your first TripAdvisor review at that), I wish to apologise most sincerely for the service lapses you experienced during your stay. This is not acceptable at our resort, and I am very sorry our usual high level of warm, friendly and professional guest care was not evident on this occasion.

It is important to us that we identify as quickly as possible what caused these lapses, and as such, I would appreciate if you could make contact with our Rooms Division Manager, Charles McArthur, so Charlie can obtain more detail and facilitate an immediate follow up with his team, and with our Food & Beverage Manager.

Stewart, we know how important special family times together are in everyone’s busy lives these days, and again, apologise most sincerely for the unacceptable service you encountered during this visit. I do hope we will have the opportunity of welcoming you all in the future for a completely enjoyable and more typical Sheraton Mirage stay.

With warm regards
Mark
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Reviewer
3 reviews 3 reviews
Reviews in 2 cities Reviews in 2 cities
1 helpful vote 1 helpful vote
4 of 5 stars Reviewed October 3, 2013

Visited the hotel for a one night stay & it was great. Booked as a last minute deal, for the value it was fantastic. Clean room, friendly staff & great cocktails by the pool. Only a $20 taxi ride into Surfers Paradise.
The rooms are a little walk away from the main building.

Stayed August 2013, traveled as a couple
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MarkSexton, General Manager at Sheraton Mirage Resort & Spa, responded to this review, October 14, 2013
Dear Reviewer

Thank you for choosing to write your first TripAdvisor review on your August stay with us here at Sheraton Mirage.

We appreciate that, and are delighted you loved our resort and your great value package.

Looking forward to the pleasure of welcoming you both on a return stay sometime soon.

With warm wishes
Mark
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Melbourne, Australia
Top Contributor
102 reviews 102 reviews
14 hotel reviews
Reviews in 34 cities Reviews in 34 cities
20 helpful votes 20 helpful votes
4 of 5 stars Reviewed October 3, 2013

The hotel has a beach frontage so you can choose between the 30C pool or the surf beach. The breakfast buffet was great and the TV had the full range of digital channels. A very pleasant stay.
A went for a conference and the audiovisual and meeting rooms worked very well.

Room Tip: If the view is important to you be very careful as only a limited number have pool views.
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  • Stayed October 2013, traveled on business
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 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.
MarkSexton, General Manager at Sheraton Mirage Resort & Spa, responded to this review, October 14, 2013
Hi Tom

We appreciate the time you have taken to review your recent conference stay here at Sheraton Mirage.

We’re delighted that you enjoyed your visit, both from a business perspective, and in relation to our overall resort facilities.

Our team hopes you will return for a leisure stay when you are next looking for some beachside R&R.

Warmest wishes
Mark
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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 Sheraton Mirage Resort & Spa

Address: 71 Seaworld Drive, Main Beach, Queensland 4215, Australia
Phone Number:
Location: Australia > Queensland > Gold Coast > Main Beach
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free Parking Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#2 Luxury Hotel in Main Beach
#2 Spa Hotel in Main Beach
#3 Top resorts Hotel in Main Beach
#3 Romantic Hotel in Main Beach
#3 Family Hotel in Main Beach
Price Range (Based on Average Rates): $$
Hotel Class:5 star — Sheraton Mirage Resort & Spa 5*
Number of rooms: 293
Official Description (provided by the hotel):
Surrounded by sparkling lagoons and tropical gardens. The Gold Coast's only five star resort to offer an absolute beachfront location. ... more   less 
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Also Known As:
Sheraton Mirage Resort And Spa
Sheraton Mirage Hotel Main Beach
Sheraton Main Beach
Main Beach Sheraton
Sheraton Mirage Resort & Spa Gold Coast/Main Beach, Australia

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