Australia: hotel con spa nella provincia di Queensland

I stayed at Sofitel Gold Coast Broadbeach from 24 to 27 July. On the evening of 25 July, while applying body lotion as part of my normal daily routine, I noticed several small marks on my shoulder and upper inner thigh/groin area that appeared to be possible insect bites. I apply body lotion every day and am certain these marks were not present on the evening of 24 July after check-in. It was winter on the Gold Coast, and on 25 July I spent most of the day inside a shopping centre, wearing long sleeves and long trousers outdoors. I cannot say with certainty where the marks came from, but later that evening I also saw insects in the room and immediately reported the matter to the hotel. I did not want to remain in that room. I repeatedly tried to contact Trip.com because, based on previous experience, they have helped arrange alternative accommodation when hotel problems occur. Unfortunately, I could not reach Trip.com that night. The hotel told me it was fully booked and offered only two options: move to a room without air conditioning or remain in the same room after it had been cleaned. As it was late, I was overseas, and I had no practical alternative, I reluctantly accepted the temporary arrangement. That same evening, the hotel told me that I would be upgraded to another room the following day and that breakfasts on 26 and 27 July would be complimentary. Before accepting, I asked what would happen if the marks became worse. The staff did not make any promise regarding my physical condition or responsibility. They simply explained that the cleaning, room upgrade and breakfasts were “extra” goodwill gestures. I accepted based on that explanation and because I had no realistic alternative that night. The staff who initially handled my complaint were polite, professional and genuinely tried to help. My main disappointment was the hotel’s internal communication. For clarity, I paid for breakfast on 25 July myself. The hotel promised complimentary breakfasts only for 26 and 27 July, and I did not even have breakfast on 26 July. Despite this, I had to explain the same arrangement three times: 1. When collecting the key for the upgraded room on 26 July, the front desk initially said breakfast was not included. 2. On the morning of 27 July, the restaurant reception again said I needed to pay. 3. At check-out on 27 July, the front desk attempted to charge me for three breakfasts. The charges were eventually removed, but only after I explained the situation again. My criticism is not directed at individual employees, as everyone I dealt with was polite and willing to help. The real issue was the lack of communication between the department handling my complaint, the front desk and the restaurant. The location is excellent and the staff attitude was generally good, but discovering possible insect bites and insects in the room was already stressful. Having to repeat the same issue three times because the hotel’s own goodwill arrangement had not been communicated internally made the experience even more disappointing. I hope the hotel improves its room hygiene, complaint-handling procedures and communication between departments.

We stayed for four nights over the Easter holiday in a panorama sea view room in the new tower. First of all, the location is excellent. The pool area has a sandy beach, and compared to the Hilton next door, the water was much clearer and very pleasant. The view is absolutely beautiful. However, when the tide goes out, it turns into what feels like a “panoramic mudflat view,” so I would recommend carefully considering the timing of your stay. On the other hand, there were several issues with the room. There is no balcony, and the windows cannot be opened. There were mosquitoes in the room, and I was bitten multiple times, which caused itching and swelling. The insect repellent device in the hallway was empty, which made me question the quality of housekeeping management. When I spoke to a female staff member at reception, I was told that only body spray repellent was available, and no further assistance was offered, so I had to purchase and install my own insect repellent. In addition, there was a sewage-like smell coming from the bathroom. The mirror and sink were not properly cleaned and appeared dirty. The room and hallway also had a moldy smell, and due to the humidity, the bed linens felt damp. The duvet was thin and not very comfortable. As I am sensitive to smells, these issues made me feel nauseous and unwell. Later, my husband spoke to a male staff member at reception. Although the hotel was fully booked and we were unable to change rooms, he responded with sincerity, apologized thoroughly, and instructed housekeeping to carry out a deep cleaning. When we returned from going out, the bathroom had been properly cleaned and the sewage smell was gone. The moldy smell in the room did not completely disappear, but it had been masked with deodorizer, and we were able to sleep well that night. However, the same issues returned the following day. As it was the Easter holiday and other hotels were fully booked, we had no choice but to stay until the end of our reservation. Afterward, I checked reviews and found many similar complaints about the moldy smell, which made me regret not researching more thoroughly beforehand. I had assumed that as a five-star hotel, it would be fine. Overall, the reception staff were kind, friendly, and professional. In particular, the male staff member who assisted us was excellent. On the other hand, I felt that the quality of housekeeping needs improvement. In my opinion, these issues are largely due to a design flaw—specifically, the building was designed with aesthetics prioritized over functionality by the construction company and architect, resulting in rooms where windows cannot be opened despite the humid tropical climate. The older tower, which has balconies and windows that can be opened, may not have the same problems. I would not recommend this hotel to those who are sensitive to smells, but for those who are not, it can still be a wonderful place to stay given its location and facilities.

Pensavo che, visto il prezzo, non sarebbe stato granché, ma siamo rimasti piacevolmente sorpresi. La vista è magnifica, la posizione è perfetta ed è un posto incantevole ma allo stesso tempo accogliente. Il personale è stato fantastico e i servizi offerti sono un ottimo modo per trascorrere una serata, lo consiglio vivamente!

Had everything you need for a comfy stay, will be back! Would have love to stay longer

Hotel was lovely, modern and comfortable in a perfect location but our room was an odd shape, no desk to use my laptop or eat etc. and does not actually have a gym. The gym is located at the Star next door, head towards the centre lifts and go down to level P to use the gym but AC was broken and felt awkward walking through The Star in my gym gear. Parking was also a little confusing at first as you need to head into the Star parking, navigate across to building 1 and park in levels 3 or 4. Not much signage. Good initiative they had going was to go green and not get your room serviced for the day but they offer you a $10 voucher to use at the cafe down stairs. Great coffees Make sure to join the Star membership for free to get discounted food & beverages and they always have good specials like to slow cooked beef cheeks for $19.90 AUD

Grande posizione e servizio.La colazione era fantastica ma piuttosto occupata intorno 7.30-8.Il servizio al bar era grande e buoni suggerimenti dalla concierge.

Apart from the wonderful location at Surfers Paradise, this is really a no-frills type accommodation. It was my first time in a Mantra and was surprised of the condition of the place. The place looked ok at the lobby, but walking down the corridor to the room, I noticed all the rooms door seem to have chipped paint. Really looks like an old, unmaintained accommodation. Bathroom was old with shower curtain too short, leaving about a 40cm gap to the floor, so water splashed out all over the place during shower. No bottled water; there are coffee and tea-bags, though. Slippers cost $2.5. The buffet breakfast was alright.

Buono valore per soldi.Quando si prenota, si deve controllare prima se si ottiene una stanza con vista al giardino o al corridoio senza vista esterna. Bella piscina sono con sentimenti palme tropicali. Molto amichevole personale

A totally perfect stay, from the moment of checking in to the day of returning home.  Nice room, nice people, nice restaurants… just everything so great!!

Abbiamo prenotato The Langham sulla Costa d'oro per la nostra luna di miele. E' un bel hotel, ma posso dire sinceramente che non vale più di 550 dollari per notte che abbiamo pagato. Ho elencato i positivi e i negativi qui sotto: Positivi: - c'era una bella nota e una piccola tazza di cioccolato nella stanza che ci desiderava una bella luna di miele - Il personale è molto amichevole/benvenuto - La vista dell'oceano era sorprendente dalla stanza dell'hotel - strutture - liceo è completamente attrezzato con vista sull'oceano/strada - Bathtub era carino. - Accesso facile alla spiaggia Negativi: - C’erano delle pelli sulle foglie. Quando arrivammo, ho notato due pelli in luoghi separati sulle foglie (nota: erano pelli secche). Sono andato in ricevimento e hanno detto che avrebbero mandato i custodi per cambiare le foglie. Come consigliato, una donna è arrivata a cambiare le foglie. Purtroppo non ho controllato le nuove foglie e ne ho anche trovato delle pelli. Sono tornato alla ricezione e hanno detto che avrebbero mandato un supervisore di nuovo a guardare le foglie. Due persone sono venute in camera, si sono scusate e hanno cambiato le schede di nuovo (sta volta ho controllato). L'hotel ci ha dato una bottiglia di vino, qualche balm o spray di labbra che era un bel gesto come scusa, ma molte foglie di colore per ciò che si intende essere un hotel 5 stelle è molto deludente. - L'importo di preautorizzazione (hold) al check-in è $200 al giorno, quindi $1,000 per un soggiorno di 5 notti. Questo è ridicolo. Non so perché detengono che considerando la maggior parte degli hotel, anche 5 stelle hotel che ho soggiornato, detengono $100-200 per un soggiorno. Su una nota positiva, è tornato nel mio conto subito al check-out