Surfers Beach Holiday Apartments

This is a true honest review Myself and a group of friends booked a 3 bedroom apartment for my 21st birthday celebrations. As we were coming from 2 different locations management were very accommodating with our requests on check in time and even provided an extra car spot. (You need to get a key from reception) My friends arrived approx 1.5 hours before me. The bloke on the front desk lectures my friends for over 30 mins about the policies. However he made my friends feel like they were drunks and were planning on doing *****. He threatens them about how many people he has kicked out the last few days. On my arrival he tells me there’s already too many people in the apartment. I booked the apartment for 8 people and 4 had already arrived. My partner and I arrived and made 6 altogether. A couple hours later another 2 people arrived. As they were walking through we were again questioned about the number of people. He mentioned he had CCTV footage and has seen how many people have been through. We told him to come check out the room, he declined this. The scare tactics were unnecessary and wasn’t appreciated. We didn’t have any music playing in the apartment and were very clean and quiet. We went out for the night for my 21st and came back very quietly and went to bed. The next morning, the cleaners were trying to barge their way through the door before 10am. Making threatening comments about the the condition of the room, yet rushing us out before 10am. Each time a member left the room comments and looks were made. We were made to feel extremely uncomfortable. Upon returning the key I thanked management even know it was an awful experience. I said we were being as quiet as we could and left it clean. Man on desk says we will see what the cleaner has to say. We got charged twice for the key deposit also. Never again will I be back and I and those who stayed here will be sharing our bad experience with the workers of this establishment. The rooms were average but not worth the $650 and $800 key deposit .

We booked a stay with them but were unable to come due to COVID outbreaks and issues with high risk family members needing to travel through COVID hotspots to get there. In addition to border restrictions and requirements to quarantine on return. We requested some form of refund or even the chance to move it to another time, to hopefully allow everything to settle down. ALL OPTIONS DECLINED, without a care or even slight remorse for taking over $2200 from a single income family in a hard position. We also tried to let a friend who lives in Brisbane stay - as we could not. DECLINED! What's the bet they try to rehire our booking to someone else and make double the money - greedy and no consideration for the fact flexibility, in any form, needs to be considered at this time. I would strongly recommend against booking with these apartments given the lack of customer service we have received - without even stepping foot on site.

My cousin booked this place but is unable to come due to lockdown in Sydney so asked if she could move her booking to September. They said absolutely not and were very rude to her. She paid over $2200 for 5 nights so not exactly budget but they were totally unreasonable. She didn't ask for a refund just wanted to be flexible with her date as the reason for her not being able to come was out of her hands. She tried emailing and calling but to no avail. She offered us the room as we live on the Gold Coast and it was fully paid for but they would not let us use the room either. This is disgusting customer service and now they have her money and are not providing a service.

The customer service we received was abysmal. responding to our communications so late we couldn't do anything about our booking. refusing to allow any form of changes to dates or refunds. double standards when advertising possible cancellations or moving a booking on different booking services. Avoid any issues and book somewhere else.

Spacious and comfortable for our family group.

Stayed a week at this great apartment. Perfect for a family of 7. Very spacious 3 bedroom apartment with a modern kitchen, loaded with everything necessary. Two bathrooms in good used condition. Great balcony overlooking a lovely private pool, spa and well kept garden area. 5 minute walk to the beach, Cafe, restaurant, and tram. 2 tram stops from Pacific Fair. Would certainly stay again.

Great location, quit family friendly secure accommodation.

The staff were not helpful, service delivery and duty of care was very poor.

Manager wasn’t good to deal with.