Crystalbrook Byron

I don’t tend to write reviews when they aren’t positive but having come to Crystalbrook (and Byron@Byron) for many years I know how incredible it can be and so feel I need to provide feedback. For the first time in many years we chose not to stay here but came for a drink on the verandah (because it’s stunning and we have a strong emotional connection and many wonderful memories). It is still absolutely stunning and great to see the recent refurbishment which is beautiful. The service. is. dreadful. It is so below par. Show some interest. Some personality. Please. From reception to wait staff. You seemed so disinterested and like we were an inconvenience. You work and live in paradise. You used to excel with your service and personality. I’m sure there are still some wonderful staff but they are lost by those who don’t seem to care. You didn’t do anything wrong but you didn’t do anything right. I could have been ordering a Big Mac by a 14yo who knows no different. You do.

This is a beautiful resort, surrounded by jungle and tea-tree forest and within walking distance (about 15 mins) to one of Byron's nicest - and quietest - beaches. The rooms are spacious and tastefully decorated, with sliding doors for privacy between the bedroom and living room (I stayed for ten days with my two young kids and loved being able to close the bedroom off while they slept on the sofa bed). There are two huge balconies, both fully-enclosed by fly screens so you can enjoy the evening breeze without being eaten alive by mosquitoes. The pool area is lovely, with a dramatic outlook to the jungle's towering trees, a decent sauna, and a nice, shallow kids pool. If you want to explore there are several lovely walks to take through the forested areas. Be careful in the less well-travelled sections of the resort, however, are there are some very wonky boards and major tripping hazards. Overall, the look and feel of the resort is natural luxury. It's so rare to be immersed in nature like this - most resorts are like McMansions: fake, huge, and cheap. Crystalbrook is gorgeous. You might even see a sleepy diamond-backed python on the boardwalk (don't worry, they aren't dangerous). Room service was good - basically the same as any other hotel. Great kids options, however, and fairly quick delivery speeds. What felt "off brand" was the service. From check-in to check-out, and at almost every meal in between, the staff were fairly aloof. There were a couple of friendly breakfast staff, who took the initiative with smiles and kids packs when my two were getting wriggly, but they were the exception. Most staff seemed fairly bored and/or "too cool" to engage in a genuinely warm manner. The spa was excellent. I had the most relaxing facial of my life from a deeply caring and intuitive therapist. I will stay here again - I don't think there's a better place in the central Byron Bay area. But management should figure out why the staff don't seem super happy - it's not a good vibe for such a good hotel.

Amazing place- staff were so lovely & helpful, beautiful room& facilities. We loved it so much we stayed an extra night & cancelled the next hotel on our trip so we could enjoy everything the hotel & Byron Bay had to offer. Grounds were fab & we even saw wallabies near our room one morning !

I decided I would like to make Crystalbrook Byron my summer weekend breakfast and late afternoon place of relax. I walked up to the Bar (no signage to indicate where to go) and stood by the bar whilst I was ignored. I interrupted the so busy bar person (too busy to acknowledge me- there was nobody else at the bar) and politely asked for a margarita. Rather than ask how I would like my margarita the person demanded I show him where I would be sitting. There were only 2 other people in the bar/lounge/restaurant, and it was only about quarter to five. You can't sit there he very abruptly said as I need those seats for dinner. I gestured to some other empty seats, but the person was so impolite I left - nobody bothered to apologise or to explain. If I ever become rich and famous and need somewhere to hold a media conference or house my entourage it will never ever in a million years be a Crystalbrook anywhere in the World.

The location is superb, reception friendly on arrival, the apartment was pretty good apart from the resident cockroach, but it is in a rainforest. Pool was great. However the restaurant doesn’t operate on a Monday, which isn’t clear when you book & we were looking forward to locally sourced food. There is bar food, but the service left something to be desired. My husband wanted a cocktail & was told they didn’t do them on Mondays but they would ‘make you one even though we’re not obliged to.’ The Margarita when it arrived had one huge lump of ice in the middle with little actual cocktail. Had a Nespresso machine in the room but the mugs don’t fit under it - so he went to reception to ask for a cup & was told he couldn’t have one as the restaurant needed them all. Fortunately another staff member overheard & went off to get one. Just rather spoilt what could have been a really good experience. The service doesn’t match the hype.

We arrived just after midnight following an exhausting and long drive to be welcomed by friendly and no fuss night staff, who quickly got us checked in then whisked away to our apartment by buggy. We quickly settled in to our Rainforest apartment. The hotel is set in 45 acres of natural habitat, with boardwalks crisscrossing. The whole place exudes calm and relaxation. On a walk around came across a brown snake and a wallaby, neither seemingly disturbed by my presence. There is a fairly lengthy walk down to the beach, but the reward is worth it, great sand, views and The Coral Sea. Back at the hotel there is a lovely pool and poolside, with the complimentary bush turkey, spa and sauna. We had dinner at the hotel and could not fault the food or drink. We stayed for two nights but would have loved to stay for a lot longer.