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“Old hotel, average service”

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RACV Royal Pines Resort Gold Coast
Ranked #1 of 1 Hotels in Benowa
Certificate of Excellence
GreenLeadersPlatinum level
Reviewed January 15, 2012

Unhelpful concierge. Old hotel, not well maintained. Showers "leak" causing wet bathrooms. Gym closes at 9pm. Inconvenient location. High room rates. Poorly designed drive way with constant "traffic jams". Air conditioning does not work well.

  • Stayed: January 2012
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1  Thank Jim T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Reviewed January 11, 2012

We arrived late on a Tuesday afternoon - we were unsure of where to park to check in as no one was at door and no signage. A staff member happened to be walking past and we quizzed him and he took our luggage and told us where to park. We then arrived at reception and after discussion with reception staff we decided to upgrade our room to have a balcony - so we could relax outside. However when we arrived at our room the balcony (that we upgraded for) wasn't wide enough to put a chair on. Just standing room. We thought there would be a table and chairs outside. (Not impressed). The room itself was really clean and spacious. We then thought we would have a drink in the bar downstairs. But when we arrived the bar was closed (Monday & Tuesday nights). We then found out that only two restaurants were opened. We decided on the Tratorria restaurant and WOW - it was very very nice - we had a lovely meal and the service was quite good. Breakfast was included in our room rate, so we went to the buffett breakfast and what a disappointment. We arrived early and the food was not hot enough. There was a chef wandering but was not interested in cooking eggs or pancakes for us. He had just made a batch of pancakes and I asked if I could have one of those and was advised they were for another guest and didn't offer to cook any more.
I would stay there again as far as the room and dinner restaurant is concerned but need to fix breakfast!! and have the bar open during holiday periods!!

Room Tip: Dont get a balcony - not worth the extra
  • Stayed: January 2012, traveled as a couple
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Thank sophie41
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed January 6, 2012

On the positive side the staff were very friendly and helpful but that's about where it ends. The establishment was well presented and clean. Rooms were well set out, well equipped and well air conditioned.

Service however was very second rate:
1. FRONT DOOR AND VALET SERVICE: On arriving at what is advertised as a 5-star hotel I found no-one on the door and no-one to take my car (valet parking is advertised). I eventually got my bags out of the car and waited by the car for a couple of minutes - no-one came. I took my bags into the reception and check-in. I went back to the car and waited a couple of more minutes and then with no-one coming to take the car I went back to reception and asked about Valet parking. I was told that was managed by Concierge who was not there at present and the staff member at Check-in took the car keys and issued a ticket for parking. I thought maybe this was a one off but unfortunately no. The next evening when I returned again there was no-one to take my car for parking.
2. BUFFET DINNER in KALINDA: Nice buffet average selection of seafood but the rice with the curry was undercooked and crunchy. The wine ordered was mixed up and i received the wrong wine.
3. BUFFET BREAKFAST in KALINA: This opens for breakfast at 0630 hr. However, while they may open the doors at 0630 hr they are not fully set up and ready to go. At 0635 hr they are still setting up and you can wait quite some time to get someone to cook some fried eggs for breakfast. Both morning i had to ask one of the waiters, who were still setting up could they chase up staff from the kitchen to come and do some eggs.

4. INFORMATION TECHNOLOGY: You'll have some problems getting onto the hotels internet connection if you are using an Apple Mac. You have to use the wireless(Wi-Fi) connection which is technically less secure than a wired connection. Very pleasant chap on the end of the phone but couldn't provide much help - basically if it doesn't work your unlikely to find an IT savvy person available. Also VERY VERY expensive - $22 for 60 minutes; I'd love to have that sort of income rate for what must cost the hotel about 22c for the hour your on line.

All in all a good establishment staffed by very friendly people but I think they need to get a few things up and going better. The front door, this is the first impressions of the hotel, needs a couple of staff; I have never stayed at a 5-star establishment that didn't have a couple of doormen.

Room Tip: I think there is probably little to choose between. The hotel is in a quiet area and surrounded by...
  • Stayed: January 2012, traveled on business
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Thank Alex C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed January 3, 2012

We recently stayed 3 nights for a conference. My partner enjoyed the surroundings and pool which features a nice deck area, but has few chairs and little shade. The shuttle bus into Surfers was also handy, though unfortunately it doesn't operate in the evenings. Our room was a good size with a desk/chair overlooking the pool and mountains as well as a one person lounge - very comfortable. Before checking out we enjoyed a high tea in the lobby lounge which was so well presented and a good price at $23 pp. The staff were friendly but at times somewhat disorganised resulting in delays (eg waiting for containers for take away, running out of bread for toast). Overall an enjoyable stay and would recommend.

  • Stayed: November 2011, traveled on business
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Thank Carmela_Vincente
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed January 2, 2012

Looking at previous reviews, it seems that people had issues at check in- which also happened to us. We received an email prior to our visit offering us an upgrade to our room for $15, which I accepted. However, when we got to the resort, there seemed to be a problem with what room we were being allocated, and check-in took way too long. The room when we got there, was very good, clean and well maintained, but it was not the pool view room we had been told we were having.
Service at the poolside bar was very slow, possibly because it was a public holiday and they were not well staffed. Our first evening we dined at trattoria Amici, and although they had run out of a couple of the menu options, the food was tasty and terrific value for money. The buffet breakfast which was included was also excellent. The resort pool was great and our children just loved the large playground. Room service was quick (only 30min to arrive) hot and also great value.

  • Stayed: January 2012, traveled with family
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Thank GayleJP
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed December 31, 2011

We arrived in the middle of a thunder storm, no one from reception bothered to greet us or help us with our bags in the rain. Service went further downhill from there.
Good value for families but not suitable for couples.
Would not stay again.

  • Stayed: December 2011
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1  Thank mattddkdkdkdk1978
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed December 21, 2011

I booked this on excellent rates (125/ nite) and received a complimentary room upgrade with great views of the coast. I received a call a couple of days before asking if I was interested in booking the $10/child kids club (run at nite during peak times.. includes their dinner). I mentioned it was our 10 year anniversary and booked the kids in! Received a truly amazing chocolate basket and champagne upon arrival (they took note of the anniversary mention). The young woman operating the kids club was professional and the kids fell in love with her (she had them doing dance competitions, drama games and more) it was worth far more than the $10 per child. Dinner at the new restaurant Videre was the highlight of our stay, have never seen my husband relish food like this before, and the service and view were also great.

Room Tip: If you can get a coastal view room the balcony gives a little more space.. rooms are small but typic...
  • Stayed: December 2011, traveled with family
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1  Thank Misschelley
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about RACV Royal Pines Resort Gold Coast

Address: Ross St, Benowa, Gold Coast, Queensland 4217, Australia
Phone Number:
Location: Australia > Queensland > Gold Coast > Benowa
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #1 of 1 Hotels in Benowa
Price Range: $123 - $279 (Based on Average Rates for a Standard Room)
Hotel Class:5 star — RACV Royal Pines Resort Gold Coast 5*
Number of rooms: 331
Official Description (provided by the hotel):
The RACV Royal Pines Resort stands at the centre of beautiful established gardens offering 331-stylish guest accommodation rooms and premium spa suites with expansive views of the hinterland, chic tropical pool, Gold Coast skyline or the golf course. RACV's flagship resort is a golfer's dream - offering a renowned 27-hole composite golf course and state of the art driving range, the course is proudly home to the Australian PGA Championship and Gold Coast RACV Ladies Masters. But if you're not into golf, never fear. Relax in the Day Spa, or grab a sun lounge by the outdoor lagoon pool, while the kids burn off energy on the pool's fun slippery slide or children's playground with jumping pillow, or have a hit of tennis on one of our five tennis courts. Time Out Adventures, our on-site adventure company, offers a great range of additional activities. Why not take a Segway Adventure Tour, walk on water in an Ozbobble, laugh yourself silly making a Bopping Heads music video DVD, or have a blast with Laser Clay Shooting. There's something for everyone at RACV Royal Pines Resort. ... more   less 
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Also Known As:
Racv Royal Pines Hotel Benowa
Racv Royal Pines Ashmore
RACV Royal Pines Resort Gold Coast Australia - Benowa

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