As a Starwood member, my husband and I tend to choose Starwood range of hotels/resorts over others. When we visited the Gold Coast, we decided to spend two nights at Sheraton Mirage, due to it's location, being part of the starwood brand and knowing that we would leave there happy and relaxed as we have on most stays with a starwood hotel. But we were wrong, very wrong.
The hotel was fully booked via the Sheraton website, and after searching for a while, I found one last room & breakfast deal on Agoda. I booked it instantly and requested a king side bed with ocean or resort view.
When we arrived we were overwhelmed with the sheer beauty of the resort. It was well set out, the door man and car attendants all were very pleasant - not that we expected any less for the amount we paid.
I proceeded to check in counter while my hubby went exploring around the lobby & restaurants.
I waited for over 10 minutes for the front desk staff to acknowledge & help me.
As I approached, I smiled at the checkin staff member (male), and he smiled back, but that was the last smile I got out of him. As soon as he saw I booked through Agoda his mood changed.
He gave us a room with two double beds, I mentioned we didn't need two beds and that I requested a King size bed. He said, quote 'Well when you don't book through Sheraton and book through these sorts of sights you're not guaranteed anything. You should've booked through Sheraton and I would've taken care of you'. I was shocked at his rudeness. Why offer deals to third party sites if you are not going to honour them or if you are going to treat your guests like third class citizens.
He then showed me where our room was on the map, it was a room facing their tennis courts. I then mentioned that I requested ocean or resort view and showed him on my booking receipt but he said he couldn't do anything since I didn't book through sheraton.
By this stage hubby had heard what was going and and asked if we could get a better room. The staff member said if we paid $30 extra a night we could, so we decided to go check out both rooms.
While a porter was taking us to see our original room, he got a call from the staff member saying that he was only allowed to show us one room and that was the upgraded room. Not our original room. I found that quite strange.
He showed us the room and it was a basic room with 2 double beds. The porter looked a little puzzled and asked us why we requested 2 double beds, and I informed him that we requested a king bed, not this. He told us that there were plenty of king bed rooms available and rang the check in staff member. Who then responded that there weren't any rooms and the porter apologised to us.
We returned to the check in desk and I told the check in staff member that I wasn't paying $30 extra a night for the same type of room. So we took the original room we were offered. Boy am I glad we didn't pay that extra $30, as the room was exactly the same as our room.
He offered to give us some chocolates as a welcome and we accepted them since we do not drink and the champagne on offer wouldn't suit us. BUT we never received those chocolates and there was no record of him ever offering that to us so every time we asked for them, people looked at us funny.
Later that evening I went online to check room availability and was shocked to see that there were many king bed rooms available, we were just not offered them. I was really peed off and didn't want to give them a single extra penny.
The swimming pool was extremely cold. They thermostat claims the water in the pool was 31 degrees. But it was probably around 20 degrees. It was colder than the ocean water.
The pool towel staff were very nice, the pool bar staff were quite rude. I asked for a menu and received it after he asked another customer if they would like something, and after they ordered.
Once I got the menu and saw the extremely high prices I gave the menu back and said I wasn't ordering anything. The bar staff muttered something under his breath and left.
We didn't bother eating at the resort, we ate out in surfers paradise.
It was a shame the resort didn't offer shuttle bus or service to surfers paradise. When I asked the non-friendly concierge, he said there was a bus outside that I could catch. Or pay a taxi $35. and he left after saying that. He was very rude.
The next morning we went to the restaurant for a buffet breakfast, the breakfast staff pulled out a book and stared at us, I said 'hi'. He just stared at me. I said 'we would like to eat breakfast'. He said 'what room', crossed it off the list and took us to a table.
The buffet breakfast was amazing. We ate till our tummies hurt! But beware, first coffee is free, next one costs you $5.50. $5.50 for a coffee!!! what a rip off.
We chose to do the 'green room' thing and not have the room service staff clean our room or take our towels for the environment, however, we never got the $15 resort voucher on offer. Just like we never got our chocolates.
On our second day I wanted to book tickets to dreamworld. I was told the concierge can help with that and we'd get $10 off for booking with the hotel. After waiting 30 mins for the concierge we left to look online, then hubby noticed the concierge walk in and we went to speak to him. Once again no smile, short responses and not really helpful. There was no discount either, infact he charged us the same price we would've paid at the gates.
Overall the Sheraton is a beautiful resort, not much to do there though. Staff really need to work on their friendliness and attitude. Rooms are nice, kept up with the sheraton standard.
Pillows & beds are amazing, best sleep we had all trip. Car parking is also free.
Not much to do there, food is really expensive, Marina mirage is really expensive.
There was a conference on at our last day there, my husband asked the breakfast staff member if there was a conference on and what it was, the staff member simply replied 'yes I do believe there is a conference being hosted today.' What a strange response. It was obvious that there was one, he just wanted to know what it was - striking up small talk with him. But that was our response and he walked off after that.
But very disappointed with the crap service, the rudeness and the lies we were told. At all starwood hotels we've stayed at we were recognised as members at check in. Here we weren't and when I told him I was a member, he asked for ID and my starwood card then he said 'oh you are too.' We also have had invitations to High Tea at every starwood resort we've stayed at, here we didn't receive anything. Not even a friendly smile. But in saying that, the car attendants were very friendly and always had a smile on their faces.
Over all I am appalled at the crap service and have told everyone I know not to go there. For the price we paid, we deserved better service.
- 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
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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