Soul Surfers Paradise - GCLR

We stayed In this hotel for 3 days, and have stayed in many 5 star’s before, but this stay was pathetic, We had a 2 bedroom and 2 Bathroom Apartment just for reference. However, The location of the hotel and views from the room are marvellous and so beautiful, but the hotel and its services are not even as near to a 5 star as it should have been. Staff is nice and polite , But Their service is pathetic, lifts have a waiting time of At least 4-5 minutes( very slow compared to other 5 star’s hotels) , Pathetic breakfast, very few options, Dishes do look Amazing, But taste So awful. Rooms are good to enjoy the ocean view but pathetic to stay in, Beds making squeaky noises, Bed’s wheels broken, going here and there. I don’t know what was wrong with my bed, but it was always tilted towards one side, and i couldn’t even sleep peacefully for 6 hours in total in 3 days. Terrible Stay, Would recommend if you want best location and views, but if you prefer your and your family’s comfort, A big NO. Don’t waste Your money here, believe me its not worth it.

The stay was absolutely lovely - just a beautiful piece of paradise for a weekend birthday celebration. There was a lovely birthday card and box of chocolates to greet my daughter, the apartment was stunning - clean and welcoming and aircon blasting (thank heavens lol). Positives: The check in was fast, wheelchair /disability friendly throughout, (easy access lifts right next to checkin desk/entry etc), great customer service from most and the bags were all taken to our room, from the car, while we checked in. Large comfy beds, fresh clean and pressed linen and plenty of extra blankets and pillows in the wardrobes, slippers and robes supplied The views were gorgeous, the shower water flow and temperature was great and everything you need in the kitchen IF you want to cook. Verandahs were all clean and tidy, well looked after and comfy outdoor seats and table. For breakfast on Saturday, we were greeted by a lovely gent who made the entire process easy and welcoming, the food was tasty and fresh and filling - cooked well - the drinks refreshing and yummy and there is also continental breakfast available to help yourself to. The staff were very accommodating as we did not have a booking however there was plenty of tables/seats available and we were sat down quickly. It is sooooo easy to access the shops/ mall, markets, beachfront - all right on the doorstep (literally) - and there is plenty of undercover private parking as well with very easy access to lift that takes you straight up to your floor. Pools were clean and inviting, and just lovely and there is a beautiful spa as well for when u are freezing at 9pm lol Not so positives: We did specifically book an apartment with 1 double and 2 single beds - we were given two double beds The in room dining is very limited - and costly - and does not really cater to kids or “simple” (luckily there are plenty of shops very close) Sunday breakfast - we made a booking for 9am and arrived shortly before then. No one was asking if anyone had bookings, you just had one que for all (don’t mind however why book if staff pay no attention to it? - we waited for 21 minutes before a young lady finally greeted us, and when I explained we had a booking at 9am, she explained it’s not their fault, they are short of staff and the table isn’t ready yet - At 9.25 we were finally seated for our 9am booking, and when I explained to the lady that we had breakfast included (and we were guests staying at the hotel, her entire attitude changed and she then was apologetic and couldn’t be nicer and we ordered. Why does someone have to be a guest to get good customer service that should be shown to all customers arriving to eat? We ended up having some fruit at 9.45 as we were so hungry - At 10am our breakfasts finally came out and the food was delicious but we had to rush due to the extreme long wait time from our arrival time to food turning up. - Due to having to check out at 10.30 (which is why we made a booking) we were unable to use the pool before we left, which we had planned on, as we had to hurry through breakfast so we could check out. The restaurant not having enough staff should not impact the customers to this extent - maybe they should consider hiring more staff, especially on a weekend in school holidays? Feedback is good for improvement, so please don’t see it as anything other than that ☺️ Negatives aside, the stay was absolutely fantastic and my daughter will remember her birthday away with great memories - and yes, we will be back again one day