My husband and I frequent only high end establishments - we are prepared to pay top dollar and of course expect the very best of service, room quality, facilities and of course food. From the on-set when we first booked Kim's I was anticipating slightly dated rooms - as the photos on the website do look a tad "eighties" with the good old cane furniture and abundance of pine wood panelling. We booked the South Beach pavillion at a cost of approx. $1400 per night. The location of the South Beach pavilion is just simply beautiful with the beach right outside your door it's just stunning! Our predictions were in fact correct though, regarding the room as it was a little dated but with that said very clean and well appointed. Aside from the dated furnishings, which we can see other trip advisor reviewers share a similar observation, the most disspointing issue with this room was the "heated spa" was not heating and was barely luke warm. We had a number of maintenance personal through to the General Manager attend to see why this spa was not working properly and yet nothing was able to be done to rectify this matter. I do believe the General Manager did attempt to mumble something about us not using the spa correctly but this was not at all the problem as clearly the other 2 maintenance personal were also "unable" to rectify the problem. I would not have bothered booking this room if the facilities were not operating correctly - I would have been better off reserving one of the less expensive rooms that did not have it's own pool/spa.
We also indulged in a one hour massage during our stay - I used the word "indulged" loosely as this was probably the worst massage we have ever experienced! Allow me to start off by describing the room in which these massages took place; ugly, unattractive, noisy and one very cold room, this treatment room was reminiscent of a storage room but referred to as the "Pamper Room"! Calling this the Pamper Room is simply misleading and very untruthful. I could hear people in the room above us dragging what sounded like tables/chairs, also people talking and walking around above this "Pamper Room". Now to the massage itself, well as lovely as our therapist was, she had absolutely no skills at all and I highly suspect has had little or no training and if she has, well she must have failed the course miserably. I was lying there wide awake just willing the hour to pass by so I could get out of the cold and uncomfortable room. Our therapist simply slopped some "unheated and cold" oil on our backs and just rubbed in the oil - there was no massage of any kind apart from rather bizarre focus on our gluts region. When she pressed on this area she started to shake - this was really strange! I cannot say I have ever experienced such an uncomfortable massage and would strongly recommend NOT to book in for a massage at Kim's Resort!!!! I would question when was the last time the General Manager booked himself/herself in for a massage to see if their guests are receiving the treatments they are rightfully entitled too??? I acknowledge these therapists are contractors you bring onto the resort but that is irrelevant - you should be regularly monitoring and assessing the quality of these treatments and if you cannot be bothered doing so then you shouldn’t offer these c-grade services to your guests! I would just be embarrassed if my clients were enduring such appalling quality services!
Restaurant served really high quality food with great service. We really enjoyed our meals but we did miss a few meals as we simply did not feel like dining in at the restaurant - there is no room service available. Would have been nice to enjoy breakfast in our room as we had such a lovely private outlook.
We did provide this feedback to the receptionist upon checkout but all we got was "that is unfortunate" in a very overly empathic tone of voice. I am very doubtful that our feedback was passed onto the General Manager as I am still yet to hear anything back from them. The question my husband and I always ask each other is would we go back??? Maybe.......only because the beach is so fabulous but this time I would insist on being moved to another room if the spa/pool was not operating as it should. Would NEVER again book the "Pamper Room" aka Storage Room that is for sure!!!
- Official Description (provided by the hotel):
- Kims Beach Hideaway is located right on the beach with absolute ocean views and just over an hours drive north of Kims. Accommodation is in individual timber lodges with a seperate restaurant and cocktail lounge. Meals are included in most packages and served buffet style. Kims in adults only and a Small Luxury Hotel of the World. ... more less
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- Also Known As:
- Kims Beach Hideaway Hotel Toowoon Bay
- Kims Beach Hideaway Wyong