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Sheraton Grand Mirage Resort, Gold Coast
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Reviews (1,698)
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Reviewed November 15, 2012

It's hard to give an unfavourable review without sounding entitled but the experience here was quite intelligence insulting, so here goes...

On a whim we decided to try one on of those last minute deals for the first time. On arrival they told me there were no sharable sized beds available as booked (we booked king) and that I'd have to pay extra to share a bed with my very pregnant spouse. We were offered an explanation by the dutiful and courteous counter staff, but it didn't ring true at all given the obvious high vacancy.

The resort would have had about 25-30% tenancy judging by the car park, general resort busy-ness and room lights at night so it was hard to believe there we only single beds available without paying a premium. This is called a bait and switch.

What exactly is the difference between what we booked and what we paid considerably more when we arrived? Nothing actually. Just the price. It was even itemised on the receipt as "reception up sell". It’s hardly what you expect from brand this well known brand but there you have it.

Other than that, staff were pleasant checking-in and curt-checking out. Rooms are big and nice. The pool is tired but the location is truly what it about. You are just behind the dunes.

I have to give this place low stars to reflect the experience. Without the insultingly obvious bait and switch The Sheraton Mirage Resort & Spa would have gotten almost full marks.

Room Tip: Pay full rate, apparently.
  • Stayed: November 2012, traveled as a couple
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3  Thank Dan_Fids
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MarkSexton, General Manager at Sheraton Grand Mirage Resort, Gold Coast, responded to this reviewResponded December 3, 2012

Dear Dan

Thank you for choosing Sheraton Mirage for your visit to the Gold Coast, and for the time you have taken to post on your experience.

It was disappointing and concerning for us all though to read your “bait and switch” reference and your associated comments on your requested bedding which has left such a poor impression and overshadowed the positive aspects of your time here at the resort. Without knowing the details of your reservation it is hard to respond specifically, but from your post it appears you may have booked via lastminute.com or similar, and our hotel listing on these websites does note that bedding preference is subject to availability on check in. This is also noted on the emailed confirmation. We always the best we can to meet guest requests re bedding, and if there had been a king bedded room available in the category of accommodation booked this would have been allocated to you.

And once again, without knowing your exact days of stay it is hard to respond to your estimate of our occupancy. We can say though that an empty car park and room lighting are not accurate indicators of how busy the hotel is on a particular night. If you would like to contact me with your reservation details this additional information would be appreciated and would enable me to follow up further with our Front Office team.

For the moment we wish you and your wife all the very best for the upcoming birth of your baby, and thank you again for your post.

With warm regards
Mark

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed November 14, 2012

My husband and I stayed at the Sheraton Mirage for 3 nights to celebrate our Anniversary.
The service from all of the staff was excellent, the Restaurant was fantastic, the buffett's were plentiful and fresh.
We had a very special stay indeed and were grateful to all of the staff for being so
friendly, helpful and polite.
We also loved the cocktail's by the pool, very relaxing!
Cannot wait to return here for more pampering!
thankyou!

  • Stayed: November 2012, traveled as a couple
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Thank Lyn2129
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MarkSexton, General Manager at Sheraton Grand Mirage Resort, Gold Coast, responded to this reviewResponded December 30, 2012

Dear Lyn

Thank you for choosing Sheraton Mirage for your Anniversary stay, and for then posting so positively on your experience! It was our pleasure to be of service and to ensure this special occasion visit was a memorable one. We look forward to the opportunity to provide further “pampering” in 2013.

For the moment we extend our warm wishes to you both for the New Year.

Mark

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Reviewed November 14, 2012

I love staying at the Sheraton Marina Resort and Spa The staff are so friendly and could not help you enought.The shopping, resturants,and lots of attracting like Duffy down under or the tall ships and just a short walk from the hotel is a great atraction Sea World what a gret day out and so close to the hotel and their is so much to do at the hotel sit in the pool if you like have a great spa treatment or just a quite drink by the pool and best of all the hotel is right on the beach if you want to go for a dip in the sea or a surf. The hotel is so close to main beach and so many good resturants and bars.

Room Tip: Corner siuts are large and sunny and you can open the windows for the smell of the see air.
  • Stayed: November 2012, traveled with family
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Thank christine j
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MarkSexton, General Manager at Sheraton Grand Mirage Resort, Gold Coast, responded to this reviewResponded November 29, 2012

Hi Christine

Thank you for your wonderful post and description. We are delighted you are back with us, and so appreciate such a positive review and the continuing support you and your family extend to our hotel, and to Starwood.

Wishing you all a wonderful Festive and Holiday Season, and looking forward to the pleasure of welcoming you back in 2013.

With warm regards
Mark

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Reviewed November 14, 2012

It was probably 25 years ago (back in the 80's) we were here last, apart from a on-off dinner some years ago. Unlike so much glitz and tack of the 80's the Sheraton Mirage I feel was well above that and does not pass as an edifice to that 'interesting' era.
Aesthetically every aspect of the property is lovely and the very tasteful refurbishment project has added a contemproary freshness to this resort. The bed and pillow quality were exemplarary, and why shouldn't they be. A hotel room is largely for sleeping in.
From check-in to house-keeping to food and beverage service, staff demeanour and courtesy were splendid, and with a characteristic amiability that Aussies possess.
Our food and beverage experiences were most pleasnt, what one would expect from a resort such as this. The dinner and breakfast buffets are quite laid-on and exhaustive, and yet creative: spoilt for choice.
Can't wait for another little getaway.

Room Tip: As for room choice, it's courses for horses. Facing the roadside, some noise when windows open. Ground level opening onto the expansive lagoon pool is a good choice.
  • Stayed: November 2012, traveled as a couple
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1  Thank Jason H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MarkSexton, General Manager at Sheraton Grand Mirage Resort, Gold Coast, responded to this reviewResponded November 26, 2012

Dear Jason,

Thank you for returning after your stay in the early days of our beautiful resort. We appreciate you coming back and the time you have taken to post on your experience, and especially your positive comments on our wonderful associates. It’s a very exciting time for all of us with the completion of our resort renewal (we are glad you like the changes), the 25th Birthday of Sheraton Mirage, and also the 75th Birthday of Sheraton.

We too look forward to your quick return, and send our thanks again for your lovely post.

With warm appreciation
Mark

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Reviewed November 13, 2012

My wife and I booked this amazing resort knowing very little of what we were in for. On arrival the bell desk staff were courteous, friendly and helpful. The check-in process was really smooth and the young lady that looked after us was delightful and very passionate. As the potter led us to the room we were exposed to the true majesty that is Sheraton mirage, from the gorgeous pools to the lovely ground, all I can say was I was floored. From the round to the surrounds this truly was a great experience and the highlight of our holiday.

  • Stayed: November 2012
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Thank Sodabaar
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MarkSexton, General Manager at Sheraton Grand Mirage Resort, Gold Coast, responded to this reviewResponded November 20, 2012

Dear TA Reviewer

We are honoured you chose to post your first Trip Advisor review on our resort, and we very much appreciate you sharing your extremely positive experience. Our team here at Sheraton Mirage is so fortunate to be involved with such a beautifully located and designed resort – recently enhanced with a $26m renewal – and we are delighted you feel that it is a special place to holiday,as it is certainly a special place to work for all of us.

Looking forward to your return…hopefully sooner rather than later.

With warm regards
Mark

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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