Riviera Mackay

I stayed at the Riviera Mackay on June 8, 2024, paying $300 per night, and it was the worst hotel experience I have ever had. My first contact with the hotel, after booking online, was an email threatening to cancel my booking if I didn’t check in at 2 pm, even though I had already paid in full well in advance. The hotel claimed this policy was to prevent scammers, but once payment is received, this concern seems unfounded. The condition of the room was appalling. It reeked of toxic mould, the furniture and walls were filthy, and the carpet had blood stains. We requested to move rooms, and although they accommodated us, the new room had an even worse odour. The couch was so dirty, we couldn’t sit on it, and the outdoor furniture was decrepit. During the night, the smoke alarms went off, and the hotel staff did nothing to assist. The alarms sounded for over two hours, and we were told by the staff to "just deal with it." One staff member even hung up on me when I called for help, despite my calm and polite demeanour. Later that night, I discovered my drink bottle, which was next to my bed, covered with bugs. We turned on the lights and found bugs all over the room and in the bed. When I spoke with reception, they insisted I was mistaken, suggesting the sound came from the dishwasher (and not the fire alarms) and advised me to re set the dishwasher. They had no comment regarding the bugs. Given the situation, my children refused to stay another night. With our ears still ringing from the alarms and bugs infesting the main bedroom, I checked out and requested a refund for the night we didn’t stay. When I followed up with the hotel, they repeatedly refused to speak with me over the phone and hung up on me several times. I strongly advise against staying at this hotel. The Riviera Mackay offers a horrendous experience, and they should be ashamed of the level of cleanliness and customer service they provide for their guests.

Cushion on bed had stains. Couch was filthy. Bin rusted through batheoom floor filthy . Balcony had old dried bird delroppings and needed cleaning. Lift not working on checkout. Walked 7 stories down.

As a Mackay local I was pleasantly surprised how lovely the hotel is. It is the best accommodation I have stayed in for a lone time. Every aspect of the hotel is in good maintenance and properly clean. The rooftop is outstanding with a view of Mackay city and river. I would recommend this hotel to both locals and visitors.