Mantra Legends Surfers Paradise

Do not bother book customer service is appalling. Rooms are not ready on time, no explanation on services at hotel, multiple people sleeping in foyer with luggage. No apology for delays or no assistance to make stay pleasant have stayed at multiple Accor hotels. This is the ultimate let down.

After a delayed flight into Brisbane, and a drive down to Surfers, it made for a very late night/early morning check-in. After being given a room key and making it up to our room to finally crash, our 'apartment' (made up of 2 connecting rooms) didn't have the connecting room unlocked. Reception had that unlocked for us straight away. Annoying at 1am, but had it been a 2pm check-in, it wouldn't have bothered us in the slightest. Insufficient key cards provided so had to use personal cards to enable lights in both rooms. Returned to hotel first afternoon and housekeeping had taken my personal cards out of the power slots. Back down to reception to explain that we didn't have enough keycards for lights and access - staff member wouldn't let me finish, and butted in to tell me I can use any card of my own! I went on to tell him that that'd be fine if my cards weren't removed from the room! Extra cards provided and my personal card was returned to our room the next day. Connecting door was only unlocked from one side (the kids side) which meant the adults had no control of when the door opened. A note left for housekeeping didn't fix it. Didn't want to talk to reception again so we didn't ask for it to be fixed. But it's the small things that are annoying (considering the $416 a night price tag!) Although marketed as an apartment, the kitchenette was not going to be sufficient for a self-contained stay (unless you are ordering in or bringing back takeaway and just need a fork). No living space/s to lounge. The pool deck was great. The kids said the water was cold. I won't return to this one. A last minute trip meant we didn't have a lot of choice, but we've stayed at better places for less.

we were met by what I consider to be the worst customer service I have ever had in my life, and I would want to make specific mention of Ben, who is the manager of the hotel where we were staying. On Saturday, the 18th, we arrived at the hotel in time to check in. After I informed the staff member who was working about my reservation, they requested that I produce some type of identification. I then realised that I had left my wallet at home in Brisbane. Even though I was aware that this was a mistake on my part, I nonetheless presented a photo of my driver's licence taken using my phone. My identity and my reservation were both recognised by the staff. I showed them the email that confirmed my booking, and they even called the phone number that was associated with the booking (which was my phone). Ben, the manager of the hotel, had appeared from his office at some point during this period of time and informed me that in order to get me into the room, he will need to see a physical version of my driver's licence. I had immediately contacted my daughter to enquire as to what time she would be able to bring this down for me; however, she had left work at five and was able to make it to the gold coast by six. Ben was given an explanation of this, as well as the information that my brother had his leg amputated only three months prior to this, and he is not permitted to wear his prosthetic leg for longer than three hours at a time at any given moment. Ben responded by informing us that we would have to wait either in the hotel lobby or out on the street until my daughter gave me my identification card. Honestly, I am not even sure if it is necessary for me to count the number of things that have already gone wrong around here. Already, the level of disrespect, lack of caring, and unprofessionalism that has come from the hotel manager has left me feeling quite disheartened and upset. Not to mention the fact that I had to waste an entire day at the Gold Coast waiting in my car while it was 35 degrees outside. In addition to this, we had secured show tickets for the pink flamingo, which were to begin at 6:30 in the evening. However, by the time my daughter arrived at the hotel and I checked in with Ben, which was another lengthy exchange during which no apologies were offered, it was well past 6:30 p.m. My $500 in tickets were wasted as a result. You probably already have an idea of how angry I am. Ben laughed in my face when I asked him if he would be prepared to offer any kind of compensation, apology, or demonstrate any kind of customer care. In response, he informed me that his service does not go towards Accor members and that this is something I need to deal with Accor about. I'm writing to you now to inform you of the manner in which your customers are treated at this particular hotel. Accor has consistently provided me with excellent service, which is why I was both disheartened and frustrated by the events that took place on this particular day. I lost an entire day with my family who had travelled a great distance to be with me, I missed a chance to watch this performance because it is the only Saturday that we are able to be at the gold coast, and I lost the money that I had spent on it as well. The service provided by the hotel management has left me feeling utterly repulsed. That he showed absolutely no concern whatsoever not only for me but also for my disabled brother, who was not permitted to wear his prosthetic leg for so long. Ben forced him into a position that was not only excruciating but also quite unpleasant. The members of staff that were on duty couldn't have cared less that we were unhappy with their service. This hotel has been our home away from home for more than a decade, and in all that time, we have never experienced such terrible treatment. As a result of the fact that I had such a negative experience with Mantra Legends, as well as the amount of time, money, and stress that it caused me, I would like to request that we examine the various possibilities for receiving adequate compensation.

As I have stayed here before I thought I'd book here with my family as we are transitioning here from Melbourne after 3 years. We are staying in an "air bnb" so we don't have much to do with reception...but be warned if you leave your keycard in your room, do not go to reception for help!-They are unhelpful & do not communicate properly. You must speak with your host directly who will contact reception..we learnt the hard way when my husband went back to our room for some medication & left the key inside. He asked for assistance & was told there was nothing they could do! Incorrect!-They have access to the room...they just need the owners permission. If my husband had just been given this information at the beginning he wouldn't have been annoyed & swear at the receptionist. I had to leave a booked show to attend to reception & sort out the issue only to be reprimanded by "Ben" who during our whole stay & the previous one was miserable, unfriendly & could do with a course in customer service! He spoke to me like a child as I was waiting for the owners confirmation & I explained that I hadn't been rude to anyone & I shouldn't be getting told off! Reception SHOULD have told my husband the protocol, but instead refused to communicate that THEY COULD HELP but needed permission...communication goes along way. We gained access after contacting our host & all was sorted. What can I say about our stay.. Great pool, Cafe bar food deplorable, Hotel Manager Ben needs to smile & engage with paying customers in a friendly manner whether we're staying here under an air bnb host or not! My last stay was with the hotel mid last year & he came across rude then! The beds haven't been the greatest. There's paper or something over our fire alarm which looks dodgy..but our host has been great. We needed to stay 2 extra days & they were accommodating. I'd recommend staying under a host rather than dealing with reception any day... Ben clearly has an issue with air bnb stays & treats you accordingly.. He was banging loudly on next doors door about 9pm on our 2nd night & I came out...He started telling me there was no smoking in these rooms etc & I said we didn't smoke, he then said rudely "Well why have you come out, I didn't knock on your door" & I replied because you'd woken us up with your consistent knocking which clearly states noone is in the room ".. He was not apologetic, nor friendly & in turn has put a rather bad taste in my mouth. Not all Air bnb stays are trouble Ben!-Be polite also & communicate better..

We stayed on the 20th floor in a refurbished room with ocean views and totally enjoyed the experience. Pool and bar area a great place to sit and relax and close to the beach Breakfast good value for accor members All the staff were professional and helpful, well done We will definitely stay again