Pullman Magenta Shores Resort 5 estrelas

I booked accomodation at the end of January 2023 for a stay in late March. They took the entire cost of the accomodation up front without my knowledge and then refused to give it back when i cancelled shortly after booking. I feel like someone robbed me. They could have sold the rooms many times over. These people are ruthless and most of all just unfair. Unfortunately i have been forced to seek legal advice.

Hotel claims to be 5 star. Definitely not the case. Stayed in a Sudio King which was very average. The carpet at the entrance was very stained, the front door was chipped and paint scratched. Not a great welcome! Inside, the room badly needed repainting. The furniture was sparse, chipped and old. There was not power points on the wall where the bed was. Only power points were on the opposite wall. The mugs were cracked. The curtains were badly marked on the bottom. Lots of cobwebs on the balcony and bathroom windows. Dead flies on the windowsill. The obligatory cushion on the bed was stained. The chair in the room was very badly chipped. Not good enough for a 3 star hotel, let alone one that advertised as 5 star. On positive, the bathroom and bedroom were large. The wait staff in the restaurant were helpful and friendly and dinner was very nice. (We did not have breakfast). Would not bother staying here again.

Way below supposed 5-star Standard, on several fronts. Lodged 10-point factual Complaint to the Resort. We shall never visit it again unless another Company takes over and improves many things. Supposed view, and use, of the Lagoon Pool, was not there as Pool was empty, with bricks, rubble etc everywhere. Surrounding Children's Play Area was closed. No decent table in Room. No Chairs. No Table on large Balcony. No Chairs. No Soap in Bathroom. Issued with wrong Keys. When returned to Reception, issued with ONE key only as this is all that was available!! Many other small, but important, deficiencies.

The resort grounds are beautifully maintained. The hotel staff and the staff in the restaurant were all very nice especially the wait staff were 10/10. The buffet breakfast was great as well as the dinner we had there. Highly recommend Barret's Restaurant. The Lagoon pool is probably the best pool I have ever been in! Absolutely incredible! Lovely temperature and great heights in the pool. Although we were disappointed that the pool bar wasn't open (Last Friday of the summer school holidays) The view from the room was nice over looking the golf course. For staying in a 5 star hotel the room wasn't cleaned very well. There was a layer of mold in the bottom of the water for the espresso machine and the water glass container was dirty. The balcony was dirty and the glass had not been cleaned for a long while. The bed was comfortable but the pillows were horrendously lumpy! Overall the room was more like I would expect from a 3.5 star hotel. I was disappointed in the room . I must say we did not tell the staff our findings. We just made do and did not spend that much time in the room.

the first deluxe villa we were put in was awful, outdoor seating was completely rusted - actually, hazardous. The deluxe villa is only different to the standard villas by its “recent refurbishment” and this was clearly not new. We complained and were moved to a smaller but modern villa and given a $100 food/drink voucher, Lachlan was helpful with this and really responsive. Unfortunately it just kept going downhill, the wifi wasn’t working (though quickly fixed), the restaurant was closed, the steam room was shut, the indoor heated pool was cold and the lagoon pool due to be opened that day was still under construction. We brought our parents here from the U.K. as a treat, and I paid $1000 for the same experience I could have had in our hometown here for free. The resort essentially didn’t function as a resort and was a villa with a golf course and some small rock pools for kids. Savannah, a manager from another hotel covering staff at the Pullman couldn’t have been more helpful, really understood how upsetting this was given the circumstances and went above and beyond, despite not being able to do anything with the problems until the manager was in the next day. Two members of staff confirmed she would call me later that day - I left it 2 days before leaving this review - no call as of yet. Absolutely terrible experience all round, thankfully the staff were helpful but I wouldn’t recommend anyone to go here based on our experience, unless you’re a big fan of throwing money away, wasting your own time and enjoy disappointment.