Firstly I decided to read through other negative comments before making my own review, just to see if it was a bad day for poor old Brett Thompson being totally booked out over the festive season....I can see that he even states he makes no apologies for anything that makes his guests unhappy....biggest no no of all in customer service! So here is my review....I have travelled a lot and used to be an international flight attendant so I am very flexible, forgiving and an all round understanding rational person so when my husband and 2 children arrived to an apartment which was just beautiful and looked to be well worth the $300 a night that we paid it was just a small upset that the aircon was not working...we are used to the hot weather so it was not a huge deal but we called reception thinking maybe we were not working it properly or perhaps it could be looked at if it was broken. The manager Brett arrived at out door with guns blazing, I greeted him pleasantly and explained what was happening...he argued the point that the aircon was blowing cold air and said we had not given it long enough (we had been in the room 5hrs with it on 19 degrees and my babies both had wet hair from sweat....he straight out said well there is nothing I can do till tomorrow in a terrible tone...totally understandable but all he had to say was I'm really sorry guys in a sympathetic tone and we would have been ok with it. The next morning as promised he called and said he had a room ready for us by 11am...he also mentioned he had a precious complaint about our aircon so he would now get soneone to look at it. we waited till 11 but were also keen to get our family out to enjoy our 3 days only in Townsville so we headed to reception at 11.20 to tell them we were going to grab a bite to eat and would move all of our stuff when we got back...he told us he had other people going into the room and that the other room was ready now so we would have to move out stuff now...when I asked why he would be putting other people on the room with a broken aircon he told me it was not my concern and that an aircon guy was coming at 12...I told him I was happy for the guy to enter our room while we were out and fix it and save us all the grief of moving our whole apartment which is hard with portacots and being self contained...food in the fridge and to top that no lifts in our block. I still kept my cool and understanding despite his horrible tone and not once having said sorry for any of it....he ended up saying fine have it your way. We got a phone call 2 hours later saying that the aircon was broken and had been fixed now....it was lovely and cool by the time we got back...still no apology. You see it wasn't the aircon that upset is but purely his horrible attitude and how he dealt with it...we weren't being rude in our complaint or making any demands of refund or even moving rooms but he was so rude about it all and treated us like that's what we were doing.
My last four points were that the pool was very dirty and the quilt on the bed was covered in only two sheets which meant as soon as you moved you were exposed to a dirty stained quilt. There was a beer bottle on the side verandah on arrival and as we discovered before leaving the dishwasher didn't work but were not game enough to say anything....all of these things would have been looked over with a big smile in our faces if the service was good but would have to say its the worst I have ever experienced.
- Official Description (provided by the hotel):
- Mariners North Holiday Apartments offer Absolute Ocean Front accommodation in Townsville. Every apartment is fully self-contained , with two full sized bathrooms, a spacious open plan living area and a generous private balcony with stunning ocean views. They come complete with air-conditioning, large modern kitchen, laundry, Austar TV, DVD, security access and secure undercover parking. Venture outside your apartment and enjoy a range of resort style facilities including a saltwater pool, spa and full size tennis court, all set within tranquil tropical gardens. The Strand is right at your door step offering the Waterpark, Childrens Playground, patrolled beaches; BBQ area,Rockpool, Cafes, Restaurants, cycling & walking tracks. ... more less
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