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“A big disappointment” 2 of 5 bubbles
Review of Sheraton Grand Mirage Resort, Gold Coast

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Sheraton Grand Mirage Resort, Gold Coast
Ranked #1 of 5 Hotels in Main Beach
Certificate of Excellence
Port Macquarie, Australia
Level Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 1 helpful vote
“A big disappointment”
2 of 5 bubbles Reviewed January 25, 2013 via mobile

We were really looking forward to our night at the Sheraton mirage. When we arrived the check in staff member appeared pompous and condescending,she also informed us that our room had been upgraded, but in fact what we got is what we had paid for! There was scaffolding up in the foyer and Christmas decorations were still hanging up!
Our room was clean and had all we wanted except some instructions on how to operate the air conditioning ,how the telly works etc.,unfortunately all the information was on the television and ours didn't work.
When we rang to complain it took an awful long time for them to answer although they were helpful.
Food prices were really over the top, so we went over to the marina.
Would definitely not stay there again

Stayed January 2013, traveled as a couple
Helpful?
1 Thank Irene R
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 review, January 29, 2013
Dear Irene

Thank you for posting on your Sheraton Mirage stay earlier this month. Mark Sexton our General Manager is currently away from the resort, hence this acknowledgement from myself.

On behalf of our Sheraton Mirage team I apologise most sincerely for your stay being such a disappointing one. It was concerning to learn of your experience on arrival, and for the delay in answering your call about your malfunctioning TV, and I truly regret these lapses in our usually high level of warm, friendly, professional and prompt service.

If you could spare the time to make contact with me at the resort with details of your reservation, it would be appreciated, and would enable me to follow up with my Front Office team, sharing with them your comments, and ensuring your experience is not repeated.

With warm regards
Charlie

Charles McArthur
Rooms Division Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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1,410 reviews from our community

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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveler tips help you choose the right room.   Room tips (463)
Date | Rating
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English first
brisbane australia
Level Contributor
38 reviews
13 hotel reviews
common_n_hotel_reviews_1bd8 12 helpful votes
4 of 5 bubbles Reviewed January 25, 2013

The only beachfront hotel on the Gold Coast was very tired until this major renovation. Now you have the perfect location (on the beach, across the road from a seriously good shopping centre with many upmarket stores and lots of cafes and restaurants), quality service and spacious well appointed rooms. Most comfortable bed ever. We spent four nights there including Christmas and loved it. We chose a lagoon room which meant we had a small outdoor area on the lagoon, very peaceful and attractive. Got a terrific deal online by paying in advance but worth it. We'll be back!

Room Tip: Lagoon rooms give you outdoors looking over the lagoon. Ask to be on the South Island - it's aw...
See more room tips
  • Stayed December 2012, traveled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
2 Thank happysue_10
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 review, January 28, 2013
Dear Sue

I am pleased to acknowledge your post on behalf of Mark who is presently away from the resort.

Our team is delighted you chose our resort for Christmas 2012, and equally so, that you enjoyed the changes to the resort further to our recent $26m renewal.

We look forward to welcoming you both back.

Many thanks again.

Warm regards
Peter

Peter Elakis
Food & Beverage Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Brisbane
Level Contributor
45 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 22 helpful votes
3 of 5 bubbles Reviewed January 23, 2013

A last minute mystery deal so not much choice however still major $$$$$ so expecting a real treat. The hotel main lobby is great but sadly we end up in a dark room "around the back" overlooking the main road above the car park entrance. Room is lovely, but prices very high so we ate elsewhere. Direct beach access was the main reason we stayed here.
Sum up: make sure you know which room you're staying in. Other rooms over looking the pool looked great but for the money look else where if you want a view and comments like; "the traffic quietens down later on" didn't really help.

Room Tip: Check it's not. Room around the back.
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  • Stayed January 2013, traveled as a couple
    • 2 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 2 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
Thank White110
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 review, February 1, 2013
Dear Reviewer

Thank you for coming to stay here at Sheraton Mirage earlier this month, and for sharing your experience via this post.

It does appear from your comments that you have stayed on one of the many nights in January when the hotel was close to or fully booked. On these nights all rooms had to be utilised, including those which are on the Sea World Drive side of the resort. We regret your disappointment on this occasion, and the comment you noted, as this is an unacceptable response to a Sheraton Mirage guest.

We hope you will give us another chance when you are next planning a trip down to the Coast.

Warm regards
Charlie

Charles McArthur, Rooms Division Manager, on behalf of Mark Sexton and the Sheraton Mirage Team
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Melbourne
Level Contributor
27 reviews
13 hotel reviews
common_n_hotel_reviews_1bd8 35 helpful votes
5 of 5 bubbles Reviewed January 23, 2013

Having stayed at the Versace hotel literally across the road for the last 4 years in a row, a change was in order. Seeing that the mirage had recently been renovated, we booked an ocean premium room.

The view and position is simply awesome. It is the best thing going to sleep to crashing waves at your at your door step. The sliding windows open completely giving you the feeling of being on the beach. Room 3090 is our choice and I will book this again- not sure I've requested the same room before, that is how impressed I am.

Finally, the check in was efficient, friendly and the food I ordered for a late dinner was the best room service I have ever had - a seafood curry so good I rang back and thanked them.

I will definitely return!

Room Tip: Ocean premium- renovated and awesome view.
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  • Stayed January 2013, traveled as a couple
    • 4 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
2 Thank rodders70
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 review, January 28, 2013
Dear Senior Reviewer

Thank you for choosing Sheraton Mirage for your Holiday Season visit to the Gold Coast, and for the time you have taken to post on your stay. We are delighted you so enjoyed your Ocean Premium room – just the best choice for that wonderful view of the ocean - and your In Room Dining dinner.

Looking forward to welcoming you back when you are next travelling our way.

Warmly
Mark
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Dunedin, New Zealand
Level Contributor
74 reviews
30 hotel reviews
common_n_hotel_reviews_1bd8 25 helpful votes
4 of 5 bubbles Reviewed January 23, 2013

Just stayed at the Sheraton Mirage after several other visits over the past 6 years - great to see the new renovations in the lobby, restaurant and rooms. Overall, this is a lovely resort, staff are friendly and service good. Something needs to be done with the pool area, as even though it states in the room that you cannot keep sunbeds 'all day' guests put towels on them and then go off - better monitoring of this, realise it can be hard, but staff could remove towels.

  • Stayed January 2013, traveled with family
    • 4 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
1 Thank HappyHotels
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 review, February 2, 2013
Dear Senior Contributor

It was good to have you back with us again….and many thanks for taking the time to post on your most recent experience here at Sheraton Mirage.

We are delighted you enjoyed the changes to our beautiful resort, and are grateful also for your feedback regarding the pool lounges at Oasis which has been shared with our Food & Beverage Manager.

On behalf of Mark Sexton and all of us here…thank you for your continuing support which is valued and truly appreciated.

Warm regards
Charlie

Charles McArthur, Rooms Division Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Melbourne, Australia
Level Contributor
8 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
5 of 5 bubbles Reviewed January 23, 2013

My daughter and I spent 7 days in a corner spa suite. The occasion was to celebrate my daughters 9th birthday. Chef Matt at Terraces arranged for a birthday cake to be delivered to our room in the morning of her birthday with a special little note to her on behalf of the resort staff. The cake was beautiful and my daughter was pleasantly surprised! Her special day got even better by a visit to Sea World to participate in the kids aqua adventure with the dolphins.
During dinner at the beautiful Terraces restaurant at the resort, Matt had arranged another surprise in arranging a yummy creme brûlée with a candle and the waitresses bought it out to our table singing happy birthday.
I cannot rave enough about the staffs commitment to customer service and attention to detail. I would highly recommend the resort as it exceeded my expectations. The staff really make your stay special and we can't now make this a tradition every year!!!
The rooms are immaculate, roomy and comfortable. The pool is beautiful and the food is always top quality.

Room Tip: Corner spa suite is roomy and you can open windows to let in fresh air.
See more room tips
  • Stayed January 2013, traveled with family
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank souyas2004
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 review, January 28, 2013
Dear Reviewer

We are delighted you chose to travel from Melbourne and celebrate your daughter’s 9th Birthday here at Sheraton Mirage. Our team was thrilled to play a part in her special celebration, especially Matt. He will so appreciate your lovely comments, as will all associates when they see your special post on our Associate Noticeboard.

Thank you for taking the time to post such a positive review, and we all look forward to seeing you back here next January for another stay in one of our popular Spa Studio Rooms!

With best wishes to you and your daughter for the year.

Mark
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Brisbane, Queensland, Australia
Level Contributor
23 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 22 helpful votes
4 of 5 bubbles Reviewed January 22, 2013

My partner and I booked this spontaneously for the night after visiting a theme park at the Gold coast. The man on reception was very polite and helpful. We absolutely loved our room with the most comfortable bed ever! Unfortunately we were woken up from such a lovely sleep in the early hours, by children running up and down the corridors playing. As much as I love kids, this place is riddled with them and I assumed this would not be the case. At an attempt to relax, we went down to the pool where we found even more families with young children splashing around. Luckily we escaped them by sitting at the pool bar. Don't get me wrong, this place is beautiful and fit for a king, but I don't expect to be surrounded by noisy and badly behaved kids when we are paying for a rather pricey stop over. If you manage to miss them, there's nothing not to love. Good luck!

Stayed January 2013, traveled as a couple
Helpful?
Thank Kirstie F
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 review, January 28, 2013
Dear Kirstie

A big thank you to you and your partner for coming to stay at Sheraton Mirage over this Holiday Season, and to you for taking the time and trouble to post a review on your experience. It was good to know you liked our beautiful resort, and the ultra comfortable and very popular Sweet Sleeper Bedding!

We are sorry though that your visit during this Peak Season was not as relaxing as you envisaged, and especially that you were woken in the early hours. This is unacceptable no matter how busy the resort, and we regret you were disturbed in such a way.

Hoping to have the opportunity of welcoming you back on a return stay when you are next visiting the Coast.

Warmly
Mark
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Sheraton Grand Mirage Resort, Gold Coast

Property: Sheraton Grand Mirage Resort, Gold Coast
Address: 71 Seaworld Drive, Main Beach, Gold Coast, Queensland 4217, Australia
Phone Number:
Location: Australia > Queensland > Gold Coast > Main Beach
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free Parking Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#1 Luxury Hotel in Main Beach
#1 Family Hotel in Main Beach
#2 Romantic Hotel in Main Beach
Price Range (Based on Average Rates): $$$
Hotel Class:5 star — Sheraton Grand Mirage Resort, Gold Coast 5*
Number of rooms: 293
Official Description (provided by the hotel):
Surrounded by sparkling lagoons and tropical gardens. The Gold Coast's only five star resort to offer an absolute beachfront location. SPG Members receive complimentary in room internet when booking direct. ... more   less 
Reservation Options:
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Also Known As:
Sheraton Mirage Resort And Spa
Sheraton Mirage Hotel Main Beach
Sheraton Main Beach
Main Beach Sheraton
Sheraton Grand Mirage Resort, Gold Coast Main Beach, Australia

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