We booked our room as a complimentary booking as part of being a Accor member. The person checking us into the hotel loudly stated twice that it was a free room. This was embarrassing and unprofessional as we have paid to be Accor members. The common areas were tired and windows in corridors were unclean. There was no mini-bar and the room needs updating.

Have let management, as well as Accor CEO know of our issue, and no-one has contacted me.

1. i got charged for room services but it’s their mistake. Ordered online for tomato sauce and 2 waters. Brought me Aioli sauce with 1 water. Kindly asked for correct sauce and a water, then charged me for tomato sauce and their service. 2. I thought the bath and the pool will be bigger according to the photos so very misleading. Neither me or my husband would fit in the bath comfortably. 3. Unprofessional front desk including kitchen front desk compare to Sydney team ( just the way they talk/ act, I'm a manager in hospitality myself so i could judge it easily) seem like they didn’t have lots of training. Probably not their faults. Anyway services are not exceptional (at least be nice) or anything like Sydney.

We have stayed before so this time came along with our daughter First morning breakfast was so lovely asked if we wanted buffet or menu which was a great way to keep social distance so we opted for the menu This was not what happened the second morning we were greeted with a terrible waitress who was so anger we had been offered the menu to the point she was raising her voice to let everyone know we were NOT club members and should never have been offered that option. Unknown to us my daughter asked can we have the menu option she said NO Amy daughter then asked can we speak to maybe a supervisor answer was NO Well to be honest I for one don’t like scenes like this in public so we ate of the buffet with the crowd …. We asked for coffee told to go to the machine and get one So I asked for barista coffee she took the order but was not happy Now the story gets worse the third morning I was asked to wait after I signed in because the supervisor was busy on the till?? Customers first then paper work later maybe ?? nobody wanted to get the coffee the chefs were taking orders for eggs but didn’t know who ordered them so obviously communicate break down From the first day till our last day it all went down hill I am guessing it is all about who is in charge in the day But I must say your reception staff are truly amazing and welcome you and are consistent which is always a bonus So guys take a look at the breakfast crew Maybe menu better option keeps contact down And the next time the waitress is having a bad day time out would be better option not exploding on the guests

Great staff, great food & comfortable bed & clean room.

Arrived and Suite looked good…first three days I had to ring Reception and ask for our room to be serviced! On all these occasions we really just got a rushed job with no vacuum (and dark carpet makes obvious). Then on day four they rang us to ask if (we wanted a service!!). Of course we did, and a thorough clean. On Tuesday (4th) “Donna” was not wearing a mask around the Lobby at around 1700, we were then amazed that she retrieved my daughters car without a mask! My daughter had to drive her 1 year old in that vehicle - we were disgusted but staff brushed it off. These two matters crushed our trust in this Pullmans commitment to cleanliness and hygiene! Wednesday morning “Nicole” at breakfast was simply rude, arrogant and unpleasant. No wonder she takes her name tag off …. If she treats Diamond members so poorly god help others. Had an early start on Friday so checked out Thursday night - meet “Jordan” who was a star! I wanted to use a lot of points and he obliged, spent time with me and got me a result. His manner was fantastic and I suggested he change Hotel as this one is poorly managed. He was fantastic and impressive. A suggestion for the invisible GM, write your own welcome cards and be visible to your Guests.

I booked with Mercure but they changed to Pullman. The Bathroom fans doesn't work after one shower you can not enter The Room has never been Vacuumed for along times dust all over the place i got Asthma stuffed my Holiday not happy at all

From check in the check out my experience was great! The room was nice and the bed was comfortable. When my Uber eats arrived I was called and I came down to collect. I ate in the all you can eat breakfast and the food was delicious. The valet helped me with my bags on departure. Overall my experience I felt like a princess

The shower over the bath and the recessed toilet button were both difficult. Everything else in the room was comfortable and I enjoyed the outlook.

I am glad I ended up using free night as I won't pay full price for this hotel. Though location is good, I coudlnt believe there was no staff at the hotel. I understand Covid has had an impact but waiting half hour to check in is insane. No instructions to hotel lifts or restaurants etc, nothing was explained by the make staff at the desk who clearly had no intention to work there. I had to ask another staff member, she had a massive annoyed look and was not keen to help. 50$ for valet parking for one night and horrible room with stink and filthy carpets. Couldn't spell my name correctly on TV screen. Bathroom was terrible, broken shower and tap, couldn't get shower working as the handle to switch between tap and shower was broken. Only one towel in entire room, my partner had to use hand towel to dry her up. Pullman 5 star range is a huge disappointment and was a similar experience in Cairns last week. This is the treatment for silver accor plus long time member. I was happy to quickly checkout and go to Marriott instead. Absolute disgrace!!!!!

Pleasant staff, great location

I have been a loyal Accor patron for some time now and I have only ever had 1 really poor experience, this stay left me underwhelmed. I rang and booked at the Pullman direct and enquired about the executive lounge, the lady told me it was no longer operating but we would receive canapés and drink vouchers, my wife and I received 1 drink each that was it… I was charged for 2 nights parking when I only had car for 2 night and was made to almost beg for breakfast when we went to the cafe.

After a slightly disappointing experience last month we decided to give this hotel another chance and were pleasantly surprised in all aspects. Checkin was fast and a pleasant experience. Being a Diamond member we were given early access to the room and a very late check out. The welcome platter and a bottle of red was much appreciated and very well presented. Jodon, one of the duty Managers was outstanding with superior hospitality qualities. Breakfast had couple of notable additions as it has smoked salmon and an omelette station. The room was clean, inviting and spacious. Will definitely return.

The service was so slow, it took ages to check in and check out, the front reception were very quiet and hard to understand. We came in late from a work function and part way through the night realised the sir con was not working, we sweated all night and hot hardly any sleep. We mentioned it at check out and they just said they would note it down. Good location though, but no views. Rooftop bar was nice and breakfast buffet was nice.

Stayed for 2 nights in room 1165. Resort is centrally located and in an exceptional location to all facilities and city access. Room was spacious however the room was hard to totally darken due to tired curtains. Roof top bar was special and a treat for afternoon drinks and the buffet breakfast was plentiful. Service was succinct on arrival and departure. Great value all round and we enjoyed a city break.