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“Hopeless Service/Reception”

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Surfers Riverside Apartments
Hamilton, New Zealand
Level Contributor
15 reviews
common_n_hotel_reviews_1bd8 15 helpful votes
“Hopeless Service/Reception”
Reviewed March 22, 2013

The apartment was nice. We were travelling as a group of 5, consisting of myself, my partner, my mother and my young children. We booked the apartment for 5 days.

When we arrived there i attempted to enter reception only to find the door locked. It wasnt really a good reception, small and dingee! The reception girl finally opened the door and greeted me. I filled in the forms and then got told i could not go to the room till the cleaners had been. Which i spose was fair as i was an hour early for check in. We got the key and occupied ourselves for the hour.. It would have been nice to at least leave our luggage at the hotel!

We found the location was great, beening walking distance to town. The carpart security good. The apartment was nice, bathrooms could be upgraded though. Green mould around the handle of the onsuite was not attractive.. Couldnt help looking at it every time i sat on the loo. The Paint was flaking from the shower head. It was a bit small for 5 of us, but the lounge was nice with comfy couches, and a balcony that overlooked the river and jetty. The kitchen was well equiped. Broken glass in the bucket under the laudary tub.. Must have been missed from the cleaners and left from the last guests. 2nd bedroom was really small! Every night we run out of hot water, having 2 children and 3 adults. We kept showering times to a minimum but someone still ended up with a cold shower. There was no scrubbing brush to wash pots and pans only a dish cloth! Also we didnt realise we didnt have daily housekeeping. You get a start up kit.. 1 toilet roll, and the bare basics. then you have to supply everything after you run out including dish washing liquid.. That was a pain .. Only being in the hotel for 5 days, and having to buy basics for a short period of time.. e.g. a big bottle of dishwash, toilet rolls, soaps etc!

The worst part of it was the reception... Opening hours are 8AM to 5PM.. Maybe they need an alarm clock.. I dont know how they run a business when you arnt in the office. I approached the office several times through out our stay and there was NEVER any one in!! The door was always locked. We ended up having to book our own tours etc. Even at check out at 10am in the morning there was no one there! I was not impressed.

Probably wouldnt stay there again!

Room Tip: We got the 2 bedroom apartment.. Nice apartment
See more room tips
  • Stayed March 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank FarmerChick28
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Management92, Director of Sales at Surfers Riverside Apartments, responded to this review, March 24, 2013
Thanks for your review.
With regards to our office hours, we are ALWAYS open from 8am until 5pm. If the front door of the office happens to be closed, it's just that we might be out and about around the complex somewhere and we always leave a sign on the front door saying to call reception from your room (which goes through to our mobile) so we can come straight in and give our very valued guests a hand!
You can even do this AFTER HOURS as well because our managers are always around as they live on site so we can help you with anything at any time of day or night!

Sorry for your confusion.

Kind Regards,
Brendon Deeley
Marketing Director
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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71 reviews from our community

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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveler tips help you choose the right room.   Room tips (20)
Date | Rating
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English first
Jervis Bay, Australia
Level Contributor
6 reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed March 11, 2013

The apartment was wonderful. Just what we needed as travelling with my partner and 16 year old twin brother & sister. Only thing was didnt seem as clean as could be and toilet in ensuite constantly ran. Otherwise walking distance to shops so walked there every night down Caville Ave. Would stay again!

  • Stayed February 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Erin E
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Management92, Director of Sales at Surfers Riverside Apartments, responded to this review, March 24, 2013
Thanks for your review.
We are really happy you found yopur stay with us 'Excellent' and the apartment 'wonderful'.
We really hope you'll come and stay with us again.
Kind Regards,
Brendon Deeley
Marketing Director
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Cumbria UK
Level Contributor
130 reviews
43 hotel reviews
common_n_hotel_reviews_1bd8 91 helpful votes
Reviewed January 8, 2013 via mobile

My wife & I stayed here with our two grown up sons. The location is great, a 10 min walk to the beach, bus stops are close by, pier close by, shopping & restaurants 5 mins away. Check in was easy, apartment is very functional, clean and all the facilities you would require, the BEST showers ever! There is a Coles & Woolworths close by so you have everything you need. You will need to supply any extra toilet rolls etc. but that's nothing new for a self contained flat. There is a pool & sun area at the back. There was no noise at night & the main bedroom has a ceiling fan, which was great, the front room has a/c. The only slight point is the second bed is a double, could do with being two singles.

Stayed January 2013, traveled with family
Helpful?
2 Thank StevelCumbriaUK
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Management92, General Manager at Surfers Riverside Apartments, responded to this review, January 9, 2013
Thanks for the review of your recent stay with us at Surfers Riverside- it sounds like you had a great stay with us.
We are really glad that you loved our showers- it's great to have somewhere you a comfortable in to freshen up at the end of a summer's day.
We hope you'll come and stay with us again.
Just to note for others, all of our other apartments have 2 single beds in the second bedroom- this is the only apartment that doesn't.
Kind Regards,
Brendon Deeley
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Sydney
Level Contributor
6 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
Reviewed January 7, 2013

DON'T DO IT... Family of five been comming to Gold Coast for 15 yrs. Worse place ever stayed! Ment to be a Deluxe room, that's a joke ...fan so loud can't sleep, walls filthy needing paint desperately.. Broken blinds, two light out... Lucky only fill in for three nights until we go to our resort. I write reviews for Sydney paper definitely half star apartments . Live and learn if this is Deluxe rooms hate to see standard ones!!!

  • Stayed January 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank everready1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Management92, General Manager at Surfers Riverside Apartments, responded to this review, January 14, 2013
Thank you for your review.
I can assure you that our apartments are kept in a beautifully clean state (see most of the other reviews) so I am unsure of your complaint here. It's such a pity that you didn't let anyone at all know of your issues as we certainly would have done absolutely everything we possibly could have done to ensure you are happy (even relocating you to another apartment or resort). It is so disappointing to hear of such a huge complaint when it is too late for us to do anything to fix it.
Kind Regards,
Brendon Deeley
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.

Travelers are raving about these Surfers Paradise hotels

Davistown, Australia
Level Contributor
14 reviews
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed January 7, 2013

3 Minute walk to Caville Avenue! This was the main seller for us, but we got so much more! We had a bit of a rocky start with the apartment we were put in, mainly with things not working, but Management were very accommodating & moved us the very next day. The apartment was fully equipped so we didn't need to bring a thing. The apartments are not at 5 star level but the price you pay is well worth it. Definately value for money. The apartment was clean & spacious & after the days activities we could come home for a dip in the pool before heading out for dinner. The only real negative I would say is that it is in an area where there are a lot of backpackers and there was a fair amount of noise.

  • Stayed December 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Maddisea
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Management92, General Manager at Surfers Riverside Apartments, responded to this review, January 9, 2013
Thanks for the review of your recent stay with us at Surfers Riverside.
It's great to hear you really enjoyed your stay with us and I am glad that we could sort out your little problem for you at the start.
We certainly agree that we offer 'great value for money' and we hope you'll come and stay with us again.

Kind Regards,
Brendon Deeley
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Singapore, Singapore
1 review
Reviewed December 20, 2012

Love the location! Bus stop is just few mins walk from apartment. Supermarket and beach is just walking distance.

Apartment well equipped with things needed for family of 5 like mine. Washing machine, TV, fridge, pots and pans and other necessary utensils.

Kids love the place, they felt the place just like home. They slept well even with the noisy sd from the fan. Value for money!

  • Stayed December 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Chingyoonlian
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Management92, Owner at Surfers Riverside Apartments, responded to this review, December 22, 2012
Thanks for your review of your recent stay at Surfers Riverside.
We are glad that you and your family loved your stay with us.
We certainly agree that we have an excellent location and always offer great value for money!
Merry Christmas,
Brendon Deeley
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Hong Kong
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed December 13, 2012

well equipped with washing and drying machines, cooking range and fridge, pots and fry pans etc. with undercover secure car park. With wifi connection but not free, spacious sitting room and bed room. Bath rooms have no ventilation fans so moisture and smell will be kept inside. Bed sheets and towels will be changed on weekly basis so tenants need to clean and dry on their own. No front desk staff after office hours, Saturday afternoon and Sunday so need to obtain BBQ stove key in advance. without observing the rules and regulations may lead to penalty of AUD50 for the violation of each item, such as without cleaning the cups and dishes when check out but no dish washing liquid is provided, request for additional role of toilet paper or detergent will be charged. Noisy neighbours at night on Friday to Sunday.

  • Stayed December 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank anonymous1688
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Management92, General Manager at Surfers Riverside Apartments, responded to this review, December 16, 2012
Thanks for your review and your descriptions of the different point about the complex.
Whilst every holiday complex must have rules to ensure the safety of our guests and the property, we definately don't charge guests for small things- only when there is definate damage caused by them.
We beleive it is of utmost importance that our guests enjoy their stay and certainly wouldn't do anything to put a downer on a guest's stay (like charging them) unless that was absolutley necessary.
Just to confirm to everyone also, whilst our office is not 'open' after hours, we have a management couple living on site who are always available to help, any time of the day or night- all a guest needs to do is ring the doorbel at reception or call reception from their room.
Kind Regards,
Brendon
Genenral Manager
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 Surfers Riverside Apartments

Property: Surfers Riverside Apartments
Address: 41 Peninsular Dr, Surfers Paradise, Gold Coast, Queensland 4217, Australia
Location: Australia > Queensland > Gold Coast > Surfers Paradise
Amenities:
Free Parking Kitchenette Swimming Pool
Hotel Style:
Ranked #78 of 122 Specialty Lodging in Surfers Paradise
Price Range (Based on Average Rates): $
Hotel Class:3.5 star — Surfers Riverside Apartments 3.5*
Number of rooms: 13
Official Description (provided by the hotel):
Surfers Riverside, the name says it all! Located on the Nerang river, Surfers Riverside is situated just 5mins walk from the heart of Surfers Paradise, and just 7mins from one of Queensland's best beaches. What's even better is that while it's so close to all the action, Surfers Riverside is located in a quiet family friendly area.Surfers Riverside is a 3½ star complex, perfect for you and the whole family. It features a heated pool, outdoor BBQ and a private jetty for fishing. ... more   less 
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Also Known As:
Surfers Riverside Apartments Hotel Surfers Paradise
Surfers Riverside Apartments Gold Coast/Surfers Paradise

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