We have stated here for 6 years in a row and up until our last visit, we have always been more than satisfied. Our last trip however was terrible.
We booked 5 months in advance and specifically requested a refurbished room, which we were told we would get because we were returning guests, it was even hand written on our invoice when we checked in.
Upon opening the door we realised it wasn't so, the carpet was filthy, the blinds were broken and dusty. The bucket chairs were so dirty that I had to wash my arms and change my shirt after sitting on them. When I told reception, they looked at me like I had 2 heads and sent up 2 more filthy chairs. Oh well I thought I would just throw the sheet that was in the cupboard on them so we could use them, to my disgust, it was covered in some unmentionable stains......
When asking reception about why we didn't get a refurbished room, they basically said too bad we made a mistake, you should have booked earlier, I told them we booked 5 months early, they looked it up and said oh yeah, oh well.
That was it, no apology, nothing to make our stay better, no offer of anything except a bewildered stare.
I emailed them when I got home from the stay to express my frustration and disappointment and got no reply at all.
Oh we also had 6 guests and they supplied 3 very old plastic chairs for the balcony, 1 of which had a very dodgy repair, these chairs can be picked up at bunnings for under $10 and they need to repair them when they are atleast 5 years old.
The beds are hard and uncomfortable, staff were rude and don't care. It wouldnt have been as bad if we hadn't specifically requested and been promised the updated room.
Terrible service. View is nice though.
- Official Description (provided by the hotel):
- Crystal Bay is situated on the Broadwater just a short distance north of Surfers Paradise. The central location is ideal for both the holiday makers and business traveler alike, with all attractions and the Southport CBD within easy reach.Enjoy the fantastic views and calm waters of the Broadwater from your private balcony or take a stroll along the waterfront to one of the many local restaurants.No matter what your reason is for visiting the Gold Coast, the friendly staff at Crystal Bay would love to welcome you and help make your stay as enjoyable as possible. ... more less
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- Also Known As:
- Crystal Bay On The Broadwater Southport, Gold Coast, Australia