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“Very Disappointing - not family friendly as was told to us” 1 of 5 stars
Review of Turtle Beach Resort

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Turtle Beach Resort
4.5 of 5 Resort   |   2346 Gold Coast Highway, Mermaid Beach, Queensland 4218, Australia   |  
Hotel amenities
Ranked #3 of 12 hotels in Mermaid Beach
melbourne
2 reviews
Reviews in 2 cities Reviews in 2 cities
“Very Disappointing - not family friendly as was told to us”
1 of 5 stars Reviewed September 17, 2008

The Gold Coast Tourist Bureau recommended this property to us. I don't know why. We were told this was a very family friendly hotel, which was very important to us because we have a small baby.

Here are just a FEW of the problems with this place:
1. There was NO service at all. You have to pay for any additional amenities. There were only two towels in our room, but we had a baby. If I didn't complain, they would have made us pay for the extra towel I needed for the baby. Also, they did not bring the towel to our room, I had to get it from reception. If you wanted fresh linen, as the room is not serviced until after you leave, you had to pay for the extra linen. How ridiculous! You have to buy your own toilet paper, tissues, soaps, dishwasing liquids and powder as they would not supply anything.

There are no porters to help with your luggage. We have a baby with a pram and had to carry all our bags up flights of stairs. There are no lifts at this property at all. How can you call this suitable for families. If you book a room on the third floor you have to carry your luggage up three flights of stairs. It is terrible.

We wanted to have late check out, e.g up to 12pm, but to do so we would have had to pay an extra $50, even though no one was checking into our room after us that day.

2. I specifically asked for pools suitable for small babies when I sought advice from the Tourist Bureau. All the toddler pools at this place were freezing. We had to spend the whole time in the spa as all the other pools were too cold for the baby.

3. There were a number of things not working in our room, i.e, TV remote, air conditioner knob in the bedroom was broken and the air conditioner in the living area had not been set to cooling, it was still on the heater for winter, but it was 28 degrees outside!

4. The bed was very old, you could feel the springs, and there was no support. The pillows were very flat and worn out. The towels were old.

This was definitely not a 'Resort' and certainly not 4 1/2 stars, more like 2-3 stars. The only thing 41/2 stars about this property were the prices of the food at the cafes there and the accommodation prices.

We do not recommend this place to any family.

  • Liked — Nothing
  • Disliked — No service
  • Stayed September 2008, traveled with family
    • 1 of 5 stars Value
    • 2 of 5 stars Location
    • 1 of 5 stars Check in / front desk
    • 2 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 1 of 5 stars Service
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517 people have reviewed this hotel

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Rating summary
  • Location
    4 of 5 stars
  • Sleep Quality
    3.5 of 5 stars
  • Rooms
    3.5 of 5 stars
  • Service
    3.5 of 5 stars
  • Value
    3.5 of 5 stars
  • Cleanliness
    3.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (119)
Date | Rating
  • English first
  • Any
English first
adelaide
Senior Reviewer
7 reviews 7 reviews
4 hotel reviews
Reviews in 6 cities Reviews in 6 cities
10 helpful votes 10 helpful votes
3 of 5 stars Reviewed September 12, 2008

We stayed at Turtle Beach resort for 6 nites recently. Whilst the resort grounds are very well maintained, the room we had was not so well maintained. There were plenty of pools, however, the toddler pools were rather cold and our two children could not swim in them. The spa was great and the deeper pool warm enough. The playgrounds were fantastic.The kids loved the putt putt golf throughout the resort, but it was a pity it was so expensive. The plants/grounds were very well kept. There was a lovely cafe, car park was great, lighting and security excellent. Convenience store on site was overpriced. The access to broadband was very overpriced.Our room was not so nice. It had a terrible musty/mouldy smell throughout which was really bad. We had to buy deodorises for our stay. The curtains in both bedrooms were covered in mould inside and out and the inside of the shower was mouldy. The floors needed a good clean and the unit itself was very dusty. It felt like no one had stayed there for sometime and the apartment needed a good spring clean and airing out.
We did not let this spoil our stay, but did feel a little disappointed.
The reception staff were mostly lovely, although they would not accept a $10 note from me because they didnt recognise it. It was one of the first $10 notes to be made. Whilst we understand they have to be wary, it made us feel like criminals. Overall we had a great stay on the gold coast.

  • Liked — pools/grounds
  • Disliked — the unit was dirty.
  • Stayed September 2008, traveled with family
    • 2 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Check in / front desk
    • 3 of 5 stars Rooms
    • 1 of 5 stars Cleanliness
    • 3 of 5 stars Service
    • 1 of 5 stars Business service (e.g., internet access)
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Japan
Top Contributor
91 reviews 91 reviews
57 hotel reviews
Reviews in 45 cities Reviews in 45 cities
59 helpful votes 59 helpful votes
3 of 5 stars Reviewed September 11, 2008

Summary: We were happy with the wotif.com deal for AUD$110/night for 5 nights, but others we talked to paid $190-$200 for the same size 2BR apt, and they were a bit dissapointed.

Most reviews are pretty accurate. We were there in Winter, so the kids pools, despite being "heated to 26C" were almost all too cold except when the sun was shining at noon. Though one pool was warmer at times (maybe 28C) in the evening.

Our room decor was fine, and did not seem very old. We were on the second floor despite requesting the 1st. No problem though.

Pros:
Secure so kids can run around
Full kitchen
Spacious apartments
Minigolf for $5
Free cinema
25m lap pool
4 spa/hot tubs

Cons
As another poster mentioned, we almost ran out of toilet paper (4 rolls over 5 nights for 4 people). We ended up buying some towels at the Salvo down the block for $2.
Getting across the road to the beach is a challange if you have little ones. But the road is being improved and by 2009 it should be safer.
Training room is a bit dated, with 2/5 machines broken.

  • Stayed August 2008, traveled with family
    • 4 of 5 stars Value
    • 3 of 5 stars Location
    • 5 of 5 stars Check in / front desk
    • 4 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 4 of 5 stars Service
    • 3 of 5 stars Business service (e.g., internet access)
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
New Zealand
Senior Contributor
24 reviews 24 reviews
22 hotel reviews
Reviews in 20 cities Reviews in 20 cities
24 helpful votes 24 helpful votes
4 of 5 stars Reviewed August 10, 2008

We had 8 nights at the Sands Turtle with our two children, aged 3 and 4. We had an excellent time and found the apartment extremely well maintained with the flat screened tv, new carpet and lovely clean kitchen and bathrooms.
The surroundings were beautiful, luscious green trees all around. The pools were great, especially as they were heated; the spa was a bonus too.
Our children thoroughly enjoyed the big playground-great fun.
The pizzeria was very nice too and the Rainforest Cafe was fun to visit.
We did not play the mini golf, but it looked great fun (18 holes)
It was great to be close to the shops (over the road) and also to Pacific Fair. A nice walk to the beach too.We were extremely impressed with the resort and were thrilled with our choice. We would recommend it to those with families.

  • Liked — Tha apartment and surroundings
  • Disliked — May need to upgrade the aerobic equipment in the gym
  • Stayed July 2008, traveled with family
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Check in / front desk
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 of 5 stars Service
    • 4 of 5 stars Business service (e.g., internet access)
Was this review helpful? Yes 5
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
sheffield, uk
Reviewer
3 reviews 3 reviews
3 hotel reviews
Reviews in 3 cities Reviews in 3 cities
1 helpful vote 1 helpful vote
4 of 5 stars Reviewed August 9, 2008

We booked here thru a travel agent in adelaide - we initially booked for 5 nights but ended up staying an extra 4 nights.
although we were off peak tourists to the gold coast, we found the facilitites very good, front desk friendly and the night security helpful. As a family of 5, the 2 bed apartment was a bit cramped bedroom wise - 3 kids in one room was a bit of a tight squeeze!
some of the facilities were closed due to maintainance/upgrading, the onsite shop and takeaway had closed down but the shops opposite and within 5 minutes stroll were more than adequate. pools/spa were clean and working and despite heavy rain for the first 3 days we were more than happy! front desk very helpful, and helped us sort out a problem with our hire car.
Lovely beach only 5 minutes walk away, and easy access to public transport to get to surfers.
Fantastic place to have spent my 40th birthday!
Would def stay there again when we are in aus again!

  • Liked — quiet as off peak, but still plenty of people around to talk to!
  • Stayed June 2007, traveled with family
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Check in / front desk
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
    • 3 of 5 stars Business service (e.g., internet access)
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Hamilton
Reviewer
3 reviews 3 reviews
3 hotel reviews
Reviews in 3 cities Reviews in 3 cities
6 helpful votes 6 helpful votes
4 of 5 stars Reviewed July 9, 2008

We have just returned from a week holiday at Sands Turtle Beach Resort. It has great amenities for families, four pool areas, great BBQ areas, and for kids 4-15 there are heaps of things to do in gated secure parklike grounds. We had a floor level room next to an access corridor which was a bit noisy - request a first level apartment. Parking is all under the resort so you pop up through stairwells to rooms from the excellent secure parking. Rooms were nice, beachy feel, although walls needed painting and some minor things that you wouldn't expect at a 4-star resort, but nothing major enough to really complain about. Location is good, 24-hr convenience across the rd, subway, noodles, and other restaurants at your feet, and beautiful mermaid beach only 5 minute walk, but you do have to cross gold coast highway. Would highly recommend for families, especially with kids 4-12, but be aware they do charge for most things, even additional towels and linen!

  • Liked — Parklike surroundings, outlook from each room, good facilities
  • Disliked — little tired, needs some maintenance
  • Stayed July 2008, traveled with family
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 2 of 5 stars Check in / front desk
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 4 of 5 stars Service
    • 4 of 5 stars Business service (e.g., internet access)
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Adelaide
Senior Reviewer
8 reviews 8 reviews
8 hotel reviews
Reviews in 8 cities Reviews in 8 cities
8 helpful votes 8 helpful votes
3 of 5 stars Reviewed June 22, 2008

The website of the resort sounded fantastic. So after some looking around and pricing of other places that could accommodate 5 adults and 2 children we decided on here. The kids love sandpits and as they are meant to have them we thought great. We got there and the only sand we saw was the sand at the mini putt-putt area which said no playing in sand, when asking staff about the sandpit they said they didn't have one(They have taken sandpit off their site since). The putt-putt are was a very small green area with 3 holes in it. We were in a 3 bedroom town house right opposite the tennis courts. We booked for 7 to stay in the townhouse which had 1 queen bed and 4 single and 2 sofa beds. We were not supplied linen for the sofa bed that was to be used. Staff were quite rude when asking for extra linen and wanted to charge us, and as it was the linen on the current beds was inadequate as there was blankets missing. It was rather cold during the evenings when we stayed there and found there was no heating. The split systems were a press button system which is preset on fan and on a timer. With not knowing this the button was pressed and made the place colder as we couldn't turn it off. There was another split system in the main bedroom up stairs that I believe you had control over but not much good in that area of the townhouse. It was an OK place to stay and maybe some of the other accommodation is better than what we stayed in but I would only give the place a 3* rating maybe 3 and half * and not the the 4 and half* they think they are.

  • Liked — The shops across the road and bus stop near by
  • Disliked — Reception and the organisation of the place.
  • Stayed August 2006, traveled with family
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 1 of 5 stars Check in / front desk
    • 2 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 1 of 5 stars Service
    • 2 of 5 stars Business service (e.g., internet access)
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 Turtle Beach Resort

Address: 2346 Gold Coast Highway, Mermaid Beach, Queensland 4218, Australia
Location: Australia > Queensland > Gold Coast > Mermaid Beach
Amenities:
Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities ( Kid / Family Friendly ) Kitchenette Restaurant Shuttle Bus service Spa Swimming Pool
Hotel Style:
Ranked #3 of 12 hotels in Mermaid Beach
Price Range (Based on Average Rates): $$
Hotel Class:4.5 star — Turtle Beach Resort 4.5*
Official Description (provided by the hotel):
Turtle Beach Resort provides premier family accommodation set in a 10 acre sub-tropical oasis, located at Mermaid Beach on Queensland’s famous Gold Coast. Truly a home away from home, the resort offers spacious one, two and three bedroom fully self contained apartments. From the moment you are welcomed in the tropical setting of our open-air reception area, you know your family is in for a new level of holiday fun. Imagine you and your family enjoying lagoons and lap pools, pool slide, floodlit tennis courts, a putt-putt course, children’s playgrounds, fitness room, arcade games rooms, a resort mini cinema and several dining options. Other facilities include 9 complimentary BBQ’s, private airport and theme park shuttle buses, a fully equipped tour desk and the Club Turtle Kids Club. Over past years, Turtle Beach Resort has won state and nationwide awards: Top 4-Star and Over Resort and Top 10 Family Resorts in Australia, Holidays with Kids; Deluxe Accommodation finalist, Tourism Australia Awards; Deluxe Accommodation winner, Tourism QLD Awards; Winner Certificate of Excellence Award 2012, Trip Advisor ... more   less 
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Also Known As:
Turtle Beach Hotel Mermaid Beach
Sands Turtle Beach Hotel
Sands Turtle Beach Mermaid
Turtle Beach Resort Gold Coast/Mermaid Beach, Australia

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