Broadbeach Spa Hotels

"The room was quite spacious, but the facilities were a bit underwhelming. For example, the balcony door lock was broken on the first day, and though it was fixed, I later discovered the hot water in the sink wasn't working. These issues should really be checked before guests check in. Luckily, everything was eventually repaired. My stay wasn't the best, but the Nepalese lady at the front desk who helped resolve the problems was excellent – thumbs up to her! Breakfast was a partnership with Harvest Buffet inside The Star, costing $30 for one adult and one child, which I thought was a reasonable price."

"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."

"As an old customer for this hotel, I was well knowing of the location and comprehensive facilities and it offers good value for money...This stay time was a pleasant surprise, we were upgraded to The Star Casino Residents, a luxurious apartment complex across the street on the 23rd floor. The great view from the balcony of the 23rd floor is absolutely perfect, and there are also public lounges, barbecue areas, swimming pool, Spa, gyms on the 20th floor, all of which are free use... The location downstairs is still outstanding (within walking distance to shopping mall, restaurants, bars, clinics, post office, banks, club, supermarkets, and train station). The room space is just right for a family of three (please refer to my picture detail). The staff always well friendly... I will keep this unique experience in mind💕Thank you"