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“Love Fraser island but the resort ruined our honeymoon”

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Kingfisher Bay Resort
Ranked #1 of 3 Hotels in Fraser Island
Certificate of Excellence
Reviewed September 23, 2010

I just want to express my disappointment with the resort. We just returned from our honeymoon spending 7 nights in the Banksia villa. Everything was perfect until my husband got food poisoning from the seafood buffet at the Maheno restaurant. He was very unwell so I went to reception were they sent someone to our room with some imodium and filled out a report. On departure they still charged us for the dinner and tried to charge us $22 for the imodium, they also tried to charge us for meals already paid for and a meal that wasn't even ours. My husband was sick for days and it has seemed to ruin our experience, we missed out on a lot of planned activities.

  • Stayed: September 2010, traveled as a couple
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Thank AnnePA22
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
KingfisherBayTeam, Manager at Kingfisher Bay Resort, responded to this reviewResponded September 28, 2010

Dear AnnePA22
Thanks for taking the time to post your comments and for the positive rankings on rooms, location and cleanliness. I have spoken at length to our Group General Manager and can let you know that we have had no other report of food poisoning at the resort nor from the buffet - unfortunately food poisoning-like symptoms can also be attributed to a range of other causes.

We are genuinely sorry that your husband's illness affected your stay and also apologise for the billing mix ups on check out. Your post has been forwarded to our Rooms Division team to follow up with cashiers in Food and Beverage and Reception so that we can improve our systems.

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4,784 - 4,790 of 5,143 reviews

Reviewed September 16, 2010

Looked forward to visiting lake mckenzie .It was shut ! Wanted to drive to the other side of the island . The roads were closed ,washed away !! wanted to explore other parts of the island outside of kingfisher resort land ,couldn't because of AGRESSIVE Dingoe behaviour!!! Wanted to eat in the buffet restaurant ,couldn't because not enough guests at resort. Had to eat at tatty pizza/bar eaterie, food was dire!! Decided to cook in our tree house ( which actually was the highlight of our stay) went to the resort supermarket(less of the super) found 2 lumps of steak a packet of burgers ,packet of flavoured rice. would you believe the shop gets stocked once a week on a tues , i stayed from a saturday to a monday night so was out of luck. Bar service was reasonable, but i'm glad i took my own supplies of wine and beer to relax in the evening with as again the shop had very little and was expensive.On a positive note the guided ranger walks and talks were great and were free. swimming pools and spa were good , but really cant think of anything else positive to say.

  • Stayed: August 2010, traveled with family
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Thank wedge1962
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
KingfisherBayTeam, Manager at Kingfisher Bay Resort, responded to this reviewResponded September 28, 2010

Dear Wedge1962
Just read about your recent trip to Fraser and wanted to respond to some of your comments.

You're right Queensland Parks and Wildlife closed Lake McKenzie to all visitors in August whilst QPWS undertook a $3.5 facelift - which includes new vehicle access and car park, construction of three amenitites blocks, waste treatment facility, improved signage and site revegetation. Whilst there was no access to McKenzie - it was short term pain to ensure long-term sustainability - a lot of island visitors opted to try out the southern lakes circuit during that time - Lake Birrabean is equally as spectacular.

We have had some rain in August which compacted the sand on the tracks making them easier to drive on and we have had no reports of road closures or washouts (by other travellers, QPWS or our touring staff) who were travelling daily to and from some of the most popular routes on the island - Wangoolba landing, Eurong Beach, Central Station and Stonetool Sandblow. I believe Waddy Point (several hours north of the resort on the eastern beach) had some holes on the beach track in August, but the inland track was still passable.

Dingoes are one of the island's biggest attractions and on the winter months on Fraser, females give birth and protect their young and territory. We're now in the whelping season where there is increased activity and we encourage all visitors to Fraser to follow QPWS' Dingo Safe procedures. I believe several campsites on the eastern side of the island were temporarily closed in August because of dingo behaviour - we had no reports of agressive behaviour around the resort or on the western side from staff or other travellers and our tours ran as normal to all beauty spots.

Thanks for your positive ratings re rooms, location, cleanliness and sleep quality and comments re our Ranger program and amenities - which we've passed on to the team. We apologise that Maheno was closed during your stay. Based on feedback from guests we have implemented a buffa-carte menu in the Maheno during off-peak periods - which allows guests to order off an al a carte menu (with salad bar) when the buffet section is closed. The resort store is not a supermarket but is intended to supply the basics of a very wide-range of needs - an IGA Supermarket is located within a one minute walk of our River Heads Mainland Reception - prior to arrival on the island.

We hope to see you back on Fraser - it's a pretty special place.

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Reviewed August 27, 2010

Kingfisher bay resort's room had bad insulation therefore it is hard to sleep in the night if there is a normal conversation next door. The most expensive resteraunt in the resort cooks very poor Baramumddie dinner. My recommendation is don't to there have dinner.

Stayed: August 2010, traveled solo
1  Thank JoeyQ1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
KingfisherBayTeam, Manager at Kingfisher Bay Resort, responded to this reviewResponded September 14, 2010

Dear JoeyQ1 - apologies for the delay in replying and thank you for posting feedback. I have passed your comments across to our Group General Manager, Ivor Davies. Your comments re the barramundi have also been passed to our Executive Chef who will follow up with his team.

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Reviewed August 25, 2010

This is my third visit to the Kingfisher Hotel on Fraser Island. It is still a magical place with great unique architecture built right into the forest along a wonderful private beach area. However the hotel is starting to show its years and needs a bit of a spruce up as the prices are a bit much for what you are getting. The rooms are very clean with a private balcony, you are limited to your dinner options as you are basicaly trapped at the resort. But the Pizza place down by the beach makes the best food and gives you the best value for your money. The high end restaurant in the main building is very disappointing as is the very expensive breakfast buffet. Hope they fix the place up a bit and reduce the rates a bit or the people will stop coming. It is one of my favorite places but my third time was not that lucky.

  • Stayed: August 2010, traveled with family
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Thank TwoGuysCalgary
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
KingfisherBayTeam, Manager at Kingfisher Bay Resort, responded to this reviewResponded September 14, 2010

Dear TwoGuysCalgary
Thank you for your post and glad to see you love Fraser Island as much as we do - it's pretty special in the springtime. You'll be pleased to know our Group General Manager and team are currently reviewing the Maheno Breakfast Buffet and your comments have been taken on board. We're also starting a refurb process with the rooms, retail and Sand Bar areas. Hope to see you back again soon.

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Reviewed July 8, 2010

Fraser Island is a beautiful place and there were many things about Kingfisher Bay Resort that we appreciated during our stay. The central building is well-designed and the way the dwellings are laid out around the lagoons is thoughtful. However the web-site I believe is misleading. Our bush view room looked onto a road and many of the other rooms looked onto barely filled stagnant ponds. Staff were helpful in moving us because of our problem with noise levels, but there is no quiet room unless those on either side are empty. Despite our week stay and the fact that we requested the quietest possible area and also the fact that there were many empty rooms, we always had guests on either side and/or above us and because of the thinness of the walls and floors, heard every cough, burp, conversation and television program, often until late at night and very early in the morning. The heaters were under our floor and came on sometimes all through the night and were very noisy. We longed for peace and came away quite sleep-deprived. We began to dread the morning run of the trolley that trundled by on the wooden walk ways at 6.30 each morning to pick up bags. Also the bed-making consisted of pulling up the covers over the rumpled under-sheet and bed covers were inadequate for the winter nights.

Others have commented on the food, quite rightly. The problem is that the advertising promises 3 restaurants and the Coffee Rock Cafe where guests can while away the hours. I looked forward to this but the coffee shop is a sandwich bar with poor service and poor coffee and an interior you would't want to spend much time in. My take away sandwich had a fly in the wrapper. With a little attention there could be decent coffee, a great atmosphere and nice cakes and light snacks - instead it has the atmosphere of a 1960's sandwich bar. The three "restaurants" consist of the Seabelle which we enjoyed but which was too pricey for nightly eating. The Maheno was't open at nights during the week. The lunch we had there betrayed a commitment to dishes served with chips and two asian meals that were undercooked and showed no basic understanding of what they were supposed to contain. The Sand Bar and Bistro is a large dingy veranda with plastic sides and a hole in the wall through which you order and collect your food. There is no way you could call this a restaurant. On our first night we arrived cold and hungry after taking the transport from Brisbane suggested on the hotel website, to find that we needed a booking for the Seabelle, and the only place to dine was the Sand Bar. The kitchen was closing as we arrived. We were only saved from starvation by the kind girl at the counter who saw our look of desolation and arranged take away schnitzel for us. Not at all what we expected of our first meal at the four star resort we had travelled to from interstate. I saw the same look on the faces of a young French couple later in the week and felt ashamed of this Australian version of food service being offered to these travellers. There was little heating and plank tables and its freezing in the middle of winter.
On our last day we had looked forward to hiring canoes for a paddle but the Jetty Hut was closed without any sign of when it would re-open.
It was a very mixed and expensive experience for us and we felt misled by the advertising.

  • Stayed: July 2010, traveled as a couple
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2  Thank basho24
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
KingfisherBayTeam, Manager at Kingfisher Bay Resort, responded to this reviewResponded July 19, 2010

Dear Basho24
Thank you for taking time to post your comments and we sincerely apologise that we haven't met your expectations on this visit. Your comments have been sent to our Group General Manager who has met with the Front Office Team and Housekeeping about procedures for room move requests and your comments re servicing rooms. Regarding F&B - your comments re the Cafe have been personally been attended to by our Resort GM. Thank you also for your comments re the lunch menu - this is now being reviewed with our Food and Beverage team. You are correct, due to the low season our Maheno restaurant was closed on some nights during the period you stayed. As an alternative, our Seabelle restaurant offered a two-course set meal during this time, at a lesser price, - we apologise if you missed this opportunity.

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Reviewed June 30, 2010

No Service, overpriced, tired amenities terrible food.
It is a shame that Fraser Island has limited options to stay. The Island is one of the most unique places with such a diversity of sights such as rain forest, white sand lakes,pure water running creeks and a fabulous 75 mile beach.
If this hotel was on the mainland it would have closed due to lack of occupancy. The only reason it survives is because it has a captive audience.

  • Stayed: June 2010, traveled as a couple
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2  Thank goldcoasterGoldCoast
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
KingfisherBayTeam, Manager at Kingfisher Bay Resort, responded to this reviewResponded July 6, 2010

Dear goldcoasterGoldCoast
Apologies for the delay in replying to your post. In this instance it seems we have failed to meet your expectations. I would like to invite you to contact our Executive Team direct on
+61 7 4120 3331 or executive_secretary@kingfisherbay.com so we can discuss your comments in further detail.

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Reviewed June 9, 2010

Took the "trip of a lifetime" December and January 2010 to Australia and New Zealand, had a great time, away for 8 weeks and no problems..... except for on Fraser Island. We stayed there over Christmas. It was full of families, we were 3 adulta, and felt it was a bit too much. We mostly stayed in our room which was a self contained cabin in the woods surrounding the hotel, which was very comfortable. The hotel was very expensive for meals and had to be booked so we hired a BBQ and tried to cater for ourselves but the selection in the shop on the island wasn't up to much. But what we will remember Fraser Island for is Aussie Trax. They have the franchise for the 4WD on the island. I wouldn't recommend it unless you really have to! We were given the last 4WD they had and when we got back they said the clutch had burned out and charged us 1,000 AUSD on our credit card. Could get no satisfaction from them and had no choice but to pay. Needless to say we were not pleased and believe we were taken advantage of because they knew we were leaving the next day for NZ and we were going back home to Ireland after that. Their attitude was unbelieveable and the island has very difficult terrain. Given a 4WD, with very little instruction, but they make sure you sign the waiver in case of clutch burnout. So Beware.

Stayed: January 2010, traveled as a couple
2  Thank LizzyDublin
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
KingfisherBayTeam, Manager at Kingfisher Bay Resort, responded to this reviewResponded June 14, 2010

Dear LizzyDublin
Thanks for your posting - you're right Fraser Island during the busy Christmas Holiday period is beautiful. At the time this matter, re your 4WD, was first bought to our attention we informed you that Aussie Trax was not a franchisee of the resort, but a concessionaire company operating their business from the resort. We passed your comments across to Aussie Trax Management and understand Aussie Trax's Owner has responded.

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Additional Information about Kingfisher Bay Resort

Address: Kingfisher Bay, Fraser Island, Queensland 4655, Australia (Formerly Mercure Kingfisher Bay)
Location: Australia > Queensland > Fraser Coast > Fraser Island
Amenities:
Bar / Lounge Beach Business Center with Internet Access Free Parking Children Activities (Kid / Family Friendly) Restaurant Shuttle Bus service Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #1 of 3 Hotels in Fraser Island
Price Range: $115 - $282 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — Kingfisher Bay Resort 4*
Number of rooms: 152
Official Description (provided by the hotel):
Nestled in the bush overlooking the calm waters of the Great Sandy Strait, this award-winning ecotourism resort on World Heritage-listed Fraser Island is the perfect base to explore the world's largest sand island. The resort incorporates the 152-room Mercure Kingfisher Bay Hotel, self-contained two and three bedroom villas and houses, and a 174-bed Wilderness Lodge for groups. Resort Rangers also guide a variety of four-wheel-drive coach tours or personalised tours of the island. Access to Fraser Island is by ferry only. ... more   less 
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Also Known As:
Mercure Kingfisher Bay Resort Fraser Island
Kingfisher Bay Hotel Fraser Island
Kingfisher Bay Fraser Island

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