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“Good Facilities, Very Disappointing Service.”

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Surfers Paradise Marriott Resort & Spa
Ranked #2 of 32 Hotels in Surfers Paradise
Certificate of Excellence
Brisbane, Australia
Level Contributor
3 reviews
“Good Facilities, Very Disappointing Service.”
Reviewed March 10, 2013

The Surfers Marriott looks wonderful and I booked our accommodation as a late anniversary surprise for my husband. I chose this hotel based on it's outstanding reputation and the pool area for our children (yes, had to bring the children on our anniversary surprise weekend!) The pool area looks amazing and when in action is a lot of fun! The area with the fish in it was a little sad looking - a few dead or unhappy fish, which I'd put down to the crazy rainfall we've had affecting their habitat. The children did enjoy the snorkeling though, but for us adults it was a much nicer view from above the water rather than below. Most staff were incredibly friendly and the hotel overall was lovely. HOWEVER: Be aware that the pool facilities aren't always open and available for use. I specifically called ahead before booking and spoke to a staff member at the hotel to ensure that the Pool Bar and waterslide, whirlpool etc would be in action on the one full day, a Friday, we had of our stay. Being our first break together in a long while, we were after some genuine relaxation time, for our young children to enjoy the water attractions the hotel is so well known for and for my husband and I to just relax. I was assured that all facilities would be working and available. I booked the days that I did based on that staff member's advice. So it was incredibly disappointing to discover that the pool bar didn't open at all on Friday and that the Slide was on for no more than an hour during the day, as for the whirlpool it wasn't on at all.. I would have expected that the bar would have opened for drinks and food in the afternoon at least being a Friday. But no. When we arrived back at the pool in the afternoon we had to walk through the resort twice just to get the waterslide switched on for a short period! The pool area was full of people yet nothing was working and there were no staff to be found anywhere. We gave up on food and drinks. We had another walk around the pool area before leaving on Saturday morning and it all looked spectacular: waterfalls, a long winding whirlpool area and the slide.. Oh and the Bar was open for food and drinks at 10am! .. If only we knew! It was sad to not have enjoyed it. If I was provided with the correct information from the Hotel I would have booked over a weekend instead of Friday.

  • Stayed March 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Megan C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Marriott S, General Manager at Surfers Paradise Marriott Resort & Spa, responded to this review, March 12, 2013
Hi Megan,

Thank you again for your time on the phone yesterday. We are so disappointed that your stay did not live up to your expectations especially as you were celebrating a special occasion and am sorry for the miscommunication regarding our facilities when you made your original booking.

As mentioned, we have raised this concern with the team so that current information is always communicated to our guests as it is such an important part of the booking process.

We do appreciate your kind words regarding our resort overall, especially in regards to the friendly service you received and will pass this feedback onto the team.

As you highlighted, unfortunately the heavy rainfalls that we have experienced over the last few weeks have affected the salinity levels of our tropical lagoon pool. We are continually monitoring this situation and once the salt levels are sustained within the required range, we will start reintroducing additional fish into the lagoon.

We really look forward to welcoming you and your family back soon so that you will have the opportunity to experience the very best of our resort.
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2,223 reviews from our community

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Rating summary
  • Sleep Quality
  • Location
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveler tips help you choose the right room.   Room tips (591)
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English first
Level Contributor
3 reviews
Reviewed March 10, 2013

My husband and I stayed here for a quick weekend away and it was fantastic! The rooms are beautiful and it certainly helped that we had a stunning view of the ocean and the pools. The service was great and the dining options were also fantastic. They have a great casual lobby restaurant and a little cafe also. We had a great breakfast at Critique restaurant (which I thought was good value for money) and also enjoyed the room service. There was a couple of other restaurants and bars that we didn't have time to try.

The pools were amazing - I'd never seen anything like it. It had a little area which had stones (and I think coral?) and there were also fish in there apparently. It had a little sand area for people to sunbake and also a spa option.

The Lattouf spa there was great. I had a one hour massage and facial which was lovely.

The only thing that I would say I wished was different was that it was a little bit of a walk away from Cavill Avenue which is the main tourist area at Surfers and also the boardwalk.

All in all, the hotel had everything that we needed and the staff were great. Definitely recommend it.

  • Stayed March 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank R K
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Maroochydore, Australia
Level Contributor
12 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
Reviewed March 9, 2013

Only stayed one night here, but would have liked to have stayed longer. Was very impressed with the overall presence and facilities of the place.

It wasn't until later in the evening that I was able to do a tour of the lagoon and spa areas - it was amazing. Lots of nooks and crannies, fabulous social areas and fantastic water areas. The whole place could be miles away in its own little world, loved the plants, water features and spaces on offer.

The room was traditionally styled in holiday resort quality comfort, beds were comfortable. It felt homely and would be great for kids! On closer inspection, it looked like a bit of a spruce up with a bit of paint and new carpets would do wonders to the rooms.

I was happy - very friendly, relaxed and worthwhile stay.

  • Stayed March 2013, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Ssshine
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Surfers Paradise, Australia
Level Contributor
19 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 22 helpful votes
Reviewed March 8, 2013

Stayed here with work for 2 nights March 2013

The Good :
Pool, Rooms, Spa, beach side pool with fish that you can swim with, Hotel staff were outstanding.

The bad :
Mold in shower, mold around the bath, the food were very average to say the least, prawns were soaked in water and leg ham was way past the used by date, all dried out and brown.

Overall would stay again, but they need to work on these few things

Tips for hotel,
Buy some Domestos & Clean the Shower and bathroom's better!


Regards

  • Stayed March 2013, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank RangerWildtrak
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Marriott S, General Manager at Surfers Paradise Marriott Resort & Spa, responded to this review, March 10, 2013
We are glad to hear that you enjoyed the facilities offered at our resort and found the service from our associates to be outstanding - I will definately be passing on your kind commendation to our team.

I am dissapointed to read your comments regarding our food quality as this is something we really pride ourselves on and usually receive great feedback from guests. We have taken your comments on board and will be following up with our Executive Chef to review our daily food offering in Citrique.

I will also be addressing the issues you raised in regards to your bathroom with our Housekeeping Department to ensure that the highest standard of cleanliness is maintained and would like to thank you for bringing this to our attention.

We look forward to seeing you again at our resort soon, whether you choose to travel for business or leisure.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Brisbane
Level Contributor
17 reviews
15 hotel reviews
common_n_hotel_reviews_1bd8 20 helpful votes
Reviewed March 4, 2013

This is the 3rd time i have stayed at the Surfers Marriott and the last. Service was extremely poor. You had to queue up to get drinks at the pool bar and wait 40 minutes for breakfast. Its not 5 star and this time you could see that cost cutting was apparant.

Pool slide closed at 4.00pm and you had to go to reception for pool towels. Whats with that!

I am a marriott rewards member but now thrown the card out due to this hotel

  • Stayed February 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank tightaharry
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Marriott S, General Manager at Surfers Paradise Marriott Resort & Spa, responded to this review, March 10, 2013
It really disappoints me to read your comments and I apologise that your last experience at our hotel was not to our normal 5 star standard.

We align our staffing levels around the pool area and waterslide with the predicted weather forecast. Towels should readily be available from our watersports kiosk by the pool each day so I will be reviewing this item with the team to ensure this is the standard and am sorry for the inconvenience caused to you.

Our buffet breakfast offered daily in Citrique, is very popular with in house guests and locals alike and at times, can be an extremely busy meal period for the restaurant. I have discussed your comments with our Director of Food & Beverage to ensure that guests are always seated in a timely manner to avoid long waits and delays.

We appreciate you sharing this feedback with us so that we can take the necessary steps needed to improve the service in these areas.

While I can't take back the inconvenience and disappointed caused to you, I do hope that we may have the opportunity to regain your confidence in our resort again some time in the future.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
New Delhi, India
Level Contributor
120 reviews
55 hotel reviews
common_n_hotel_reviews_1bd8 149 helpful votes
Reviewed March 3, 2013

It’s not that a hotel is best for its pool, but then the Surfers Paradise Marriott Resort has a spectacular one. It is a tower hotel, and while it works fine, the Lagoon Pool Beach just makes your stay that much more memorable. The pool area is a recently renovated one, and worth planning some time for in a destination where rival attractions will call out to you. The pool itself is great from swims, but take a walk around its periphery. One can go right up the canal, relax in a white folly and there are some caves too, great for young at heart to walk through or frolic about it in! There’s even a waterfall. There are deck chairs, but if you want to make sure you have one, go well in time. We had dinner poolside one day, and it was lovely to have the soft murmurs of tiny waves lapping the shore. [iminent=y0g5NbgUWfOB]

The hotel is close enough to the ocean, and next to the end of a canal. The views from just about any room are spectacular. Its about 20 minutes walking from the heart of Surfer’s Paradise, easy to get around from. A metro line is coming just in front of the hotel, and should be ready before the Commonwealth Games.

The rooms are decent, and I really liked the walk in closet, which isn’t that large, and triangular, but makes for great storage, and enhances the look of the room. The bed was comfortable, beautifully white. There is a small wood separator that adds to the look of the room. Balconies are tiny. Bath areas adequate. There is an adaptor in the room, look next to the tea drawer.

Citrique is great for breakfast. Spacious, aesthetics, and with amazing buffet with an especially great island bar. Also try out the famous Benihana’s Sake Bar. Even if sake is not quite your thing, it will be an experience.

Check in was fairly fast, but Aussies could generally smile more while check in check outs!

Room Tip: I would suggest the higher floors and pool view rooms, even if only for the views.
See more room tips
  • Stayed December 2012, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank sumansays
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Melbourne, Australia
Level Contributor
30 reviews
26 hotel reviews
common_n_hotel_reviews_1bd8 56 helpful votes
Reviewed February 28, 2013

We were upgraded to a junior suite on arrival, which was a nice suprise. The rooms have been renovated since we were here last. Our room was spacious, clean and nicely decorated. We had a balcony overlooking the beach and hotel pool and views of the beach and city from the spa bath.

The lobby area is lovely with a sweeping staircase. Check in was efficient, breakfast was a delight with plenty to choose from and despite the large number of people the service was quick and with a smile. We attended a conference held at the hotel and the food at the conference dinner was excellent.

The pool area is great and my partner said the gym was also very good.

  • Stayed February 2013, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank treasureParis
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Surfers Paradise Marriott Resort & Spa

Property: Surfers Paradise Marriott Resort & Spa
Address: 158 Ferny Avenue, Surfers Paradise, Gold Coast, Queensland 4217, Australia
Phone Number:
Location: Australia > Queensland > Gold Coast > Surfers Paradise
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Children Activities (Kid / Family Friendly) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#1 Spa Hotel in Surfers Paradise
#1 Business Hotel in Surfers Paradise
#1 Romantic Hotel in Surfers Paradise
#1 Family Hotel in Surfers Paradise
#1 Top resorts Hotel in Surfers Paradise
#2 Luxury Hotel in Surfers Paradise
Price Range (Based on Average Rates): $$
Hotel Class:5 star — Surfers Paradise Marriott Resort & Spa 5*
Number of rooms: 216
Official Description (provided by the hotel):
The award-winning Surfers Paradise Marriott Resort & Spa couples quiet luxury with spacious accommodation and intuitive service, providing an unforgettable hotel experience for guests here on the Gold Coast. Tucked amidst sparkling lagoons, white sandy beaches, and cascading waterfalls, the 216 room fully integrated resort offers amenities to please the entire family; from quiet pool zones and unique aquatic experiences to bike rentals and a new Kid's Activities Centre. The immaculately appointed hotel accommodation offers floor-to-ceiling windows, marble bathrooms, and pillow top mattresses. Step out onto your balcony and revel in the beauty of your Gold Coast surroundings. Treat yourself to superb cuisine at Misono, Citrique, or Chapter & Verse bar and lounge, or book a day of pampering at Ruby Spa. Those planning events here on the Gold Coast can make use of the expansive function room space including the stylish Marriott Ballroom. Indulge, discover and explore in effortless style at Surfers Paradise Marriott Resort & Spa. ... more   less 
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Also Known As:
Surfers Paradise Marriott Resort And Spa
Surfers Paradise Marriott Hotel Surfers Paradise
Marriott Surfers Paradise Hotel
Surfers Paradise Marriott Resort & Spa Gold Coast

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