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“Bad Attitude”

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RACV Royal Pines Resort
Ranked #1 of 1 Hotels in Benowa
Certificate of Excellence
GreenLeadersPlatinum level
Brisbane, Australia
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
“Bad Attitude”
Reviewed May 1, 2014

We recently stayed at the Royal Pines Resort for a four night stay. Being a golfer and tennis player I loved the place however we did experience the worst customer service/attitude that I have encountered in all my travels. We booked the tennis court for 8.00pm and when we arrived at the court the lights went off as we were about to play. We spoke to a security staff member who was in charge of turning lights on and she had the worst attitude possible. She demanded a receipt, refused to turn on the lights, sent me back up to reception to get a receipt. I explained what had happened to reception and they sympathised and said they would get the lights back on. To cut a long story short, it ruined the whole experience...we ended up playing tennis under the general lighting and not the tennis court lights which she then claimed hadn't been turned on for three years yet they were on when we first arrived. We did experience a fair bit of the left hand not knowing what the right hand is doing as well as some errors made when booking. For golfers and tennis players it is fantastic getaway.

Room Tip: Corner spa room with view to Gold Coast was fantastic.
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  • Stayed April 2014, traveled with family
    • Value
    • Location
    • Sleep Quality
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Helpful?
1 Thank Rob3844
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
JohnMorris11, General Manager at RACV Royal Pines Resort, responded to this review, May 5, 2014
Dear Rob3844

Thanks for taking the time to write a review about your recent stay at RACV Royal Pines Resort. It was great to read how much you enjoyed the golf but diappointing to read that an overly enthusiastic security guard negatively impacted your experience at the tennis courts. I have met with our head of Security about the incident and the staff member in question is being retrained in customer service skills. While checking on guest/local tennis bookings is fine, it is clear that the method of communication needs improvement and we are ensuring that this is now the case.
My apologies for the incident and if you choose to return, please contact me directly on john_morris@racv.com.au so that I can try to ensure your next visit is positive in every way
Kind Regards
John Morris
General Manager
RACV Queensland Resorts
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Rating summary
  • Sleep Quality
  • Location
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveler tips help you choose the right room.   Room tips (348)
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English first
Melbourne, Australia
Level 3 Contributor
6 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
Reviewed April 27, 2014 via mobile

We spent a night here in April a fabulous location away from the hustle and bustle of the Gold Coast.a tastefully decorated spacious room with the most comfortable bed you will ever sleep in! We enjoyed a delicious dinner in the Italian restaurant with excellent service and a great selection at the breakfast buffet next morning, well worth a visit.

Stayed April 2014, traveled as a couple
Helpful?
Thank melanie416
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
JohnMorris11, General Manager at RACV Royal Pines Resort, responded to this review, April 29, 2014
Dear melanie416

Thank you for your kind words - our location is a great asset - close enough for easy to access the beaches, shopping and theme parks but far enough away to be out of the hustle and bustle of the Strip. I agree totally regarding the beds - they are so comfortable a good nights sleep is assured and I have taken the liberty of passing on your comments to the team in Amici restaurant - who love to get positive guest feedback.
Thanks again!
Regards
John
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Adelaide, Australia
Level 3 Contributor
12 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed April 27, 2014

The rooms are super clean and tidy. Big windows make the rooms bright and airy. The staff are really helpful and friendly. The well appointed gym make this place a really great all-round place for any family holiday.

Room Tip: Choose a room on the ocean side for the best ventilation.
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  • Stayed June 2013, traveled with family
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Helpful?
Thank Trevor A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
JohnMorris11, General Manager at RACV Royal Pines Resort, responded to this review, April 29, 2014
Dear TrevorA
Thanks for your review - if you liked our current gym, you will love the new one currently under cobnstruction at RACV Royal Pines! It will be the best on the Gold Coast with quality fixtures, fittings and equipment and fantastic views from the ceiling to floor windows. it will open in late June - hope to see you back then!
Kind Regards
John Morris
General Manager
RACV Resorts Queensland
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Sydney, Australia
1 review
Reviewed April 12, 2014

I stayed at RACV Royal Pines Resort in which I had a splendid stay with superb staff, an immaculate room, splendid amenities and five-star service.
Upon my arrival the check-in was quick and efficient and the staff was helpful and friendly. Whilst staying at RACV Royal pines, my room was a spa suite, the room was spotlessly clean and the bed was very comfortable and I enjoyed the spa bath within my room. I ate at the Trattoria Amici restaurant which I found disappointing; the restaurant staff wasn't very friendly and I waited a long time to be seated and when my Skinned Salmon arrived after 30 minutes, it was cold. The pool was superb, however it was overcrowded with children and because of this I couldn't relax as they were screaming. Another concern was the spa as little children were sitting in the spa unattended. Overall my stay was great as the service was great and amenities including the golf courses and tennis courts were excellent. I would definitely stay again but maybe next time when its not so crowded.

  • Stayed April 2014, traveled solo
    • Value
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Helpful?
Thank Caroline C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
JohnMorris11, General Manager at RACV Royal Pines Resort, responded to this review, April 14, 2014
Dear Caroline C

Great to read how much you enjoyed your Spa Suite on your recent visit to Royal Pines - they are amazing rooms, with the spa bath, sunken lounge and views out two sides of the resort....It was ddsappointing to read that your experience at Amici's restaurant was not as it should be - I have passed these comments on to our Food and Beverage Manager to discuss with our Executive Chef and resolve service delivery time
We look forward to hopefully welcoming you back in the not too distant future
Kind regards
John Morris
General Manager
RACV Queensland Resorts
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Brisbane, Australia
Level 4 Contributor
25 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 15 helpful votes
Reviewed April 10, 2014

If you want friendly staff spotlessly clean rooms great restaurants this is the place to go, this was my second visit there and my family and I had a great time.
We had the buffet breakfast and there was amazing choice of food for everyone's palette
All staff were smiling and friendly and could not do enough for us .
Thank you Royal Pines we will be back.

Room Tip: Twin room with two double beds great size
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  • Stayed April 2014, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Sue G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
JohnMorris11, General Manager at RACV Royal Pines Resort, responded to this review, April 14, 2014
Dear Sue G
Thank you for your review. Great to read how much you enjoyed your second visit here and the the staff attitude was a big part of your enjoyment. The buffet breakfast in Kalinda is a great dining option - as you say, it has an amazing choice of food.
we look forward to welcoming you and your family back for a 3rd visit and hopefully many more after that!
Kind Regards
John Morris
General Manager
RACV Queensland Resorts
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Brisbane, Australia
Level 6 Contributor
101 reviews
19 hotel reviews
common_n_hotel_reviews_1bd8 25 helpful votes
Reviewed March 23, 2014

We had a lovely weekend at Royal Pines Resort. Due to renovations we were given the choice of a number of extras - we choose to upgrade our room and our room was great Level 14 rm 18.
We had fantastic view of the gold coast, it was great watching the coast come alive at night and watch the change in sky colour - all from our balcony. The room was nicley appointed with a large king size bed, chaise lounge, study desk, tv. The bathroom was good clean and functional with fresh towels brought daily. It was great to explore the resort and check out the kids playground, there's a large jumping pillow and playground. Pool area was lovely, but we did not want to use this.The great thing about the resort is the choice of eating venues from Italian, Japanese, fine dining on level 21. One of the options offered during the renos was a two for one deal for the buffet breaky. Breaky was good, with choice of how eggs were cooked, other than this the standard buffet breaky supplied. Plenty of seating, and good to find a quieter area away from some very noisy customers. The lounge area near the reception was a nice relaxing area with a coffee shop as well, but make sure you order before 5pm, no coffee here after this time. The reception staff were wonderful, efficent and very friendly and made check in and out a pleasure. We enjoyed our stay here - we were here for my birthday and for lots of rest and relaxation - which is easy to do here as they are away from the hussle and busy lifestyle of the gold coast strip. We would recommend this to our friends for an R & R weekend

Room Tip: Upgrade to a coastal view room - its well worth it
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  • Stayed March 2014, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank BruceSheree W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
JohnMorris11, General Manager at RACV Royal Pines Resort, responded to this review, March 24, 2014
Dear BruceShereeW

Thank you for your recent Trip Advisor review and it was great to read how much you enjoyed your recent birthday stay with us. We do pride ourselves on the variety of food and beverage on offer with eight bars and restaurants on offer. I agree with you regarding the view - the Ocean view rooms have a fantastic uninterrupted view of the Gold Coast strip skyline which looks beautiful in the evenings with all the lights shining.
Even more pleasing was reading your comments on the staff service - especially reception.
Thanks again and we hope to welcome you back in the not too distant future!
Kind Regards
John Morris
General Manager
RACV Queensland Resorts
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Melbourne, Australia
Level 1 Contributor
3 reviews
Reviewed March 21, 2014

The kids club at the Royal Pines Resort is great for children, and the many restaurants are great for adults! Breakfast was worth it, the pools were amazing - with two little water slides - and the grounds were beautiful. Room service was quick, staff were kind and the facilities - parking, location - were great.
The highlight of our trip would have to be the high tea. The high tea prices were much cheaper than we had expected and the kids' high tea came with Smarties and delicious treats! Overall, we had a great time!

  • Stayed January 2014, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Ingrid C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
JohnMorris11, General Manager at RACV Royal Pines Resort, responded to this review, March 27, 2014
Dear VeronicaR67
Thanks for your review and great to read how much you enjoyed your recent stay. Also great that the reception team were able to upgrade you and that you are planning on returning - we look forward to welcoming you back!
Regards
John Morris
General Manager
RACV Queensland Resorts
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about RACV Royal Pines Resort

Property: RACV Royal Pines Resort
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 (Based on Average Rates): $$
Hotel Class:5 star — RACV Royal Pines Resort 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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