4/10 Poor
Ross, Gold Coast
Traveled with partner
Mar 2, 2025
Liked: Cleanliness, amenities, property conditions & facilities
Disliked: Staff & service
had a terrible experience with the customer service management during my two-night stay. The staff couldn't accommodate me in the same room for both nights, and I was left devastated when no one brought me the key to the other room on the top floor. As someone with a disability, this was incredibly frustrating. I didn’t end up staying the second night.
To make matters worse, my girlfriend left upset, and a casino carousel security guard caused further distress on my birthday. While I was trying to pay her carousel fee, he treated me unfairly and acted inappropriately, which was deeply upsetting. As someone who is a lifetime associate, this kind of treatment made me feel threatened and unwelcome.
I stayed at a five-star establishment expecting quality, but the experience was completely ruined. While my girlfriend could have helped resolve the key issue, I felt unsupported and overlooked because of my disability. It seemed like no one cared. Unfortunately, I missed out on my last night due to this series of upsetting events. Otherwise love this place excellent
Ross
Stayed 1 night in Feb 2025