BreakFree Moroccan Surfers Paradise

Good location. Room was shabby , clean but in need of renovation. AC did not work from checking and was out of order for the entire stay. Staff did not attend to AC outage. Do not stay here unless a renovated room is guaranteed.

We checked into the Moroccan for 7 nights (9/1/23). Although we reserved and paid for ( $ 3,851.00) a one-bedroom, we were given a 2 bedroom apartment. This would be fine, except it was the most shabby, least looked after place we have ever stayed in. There is absolutely no wi-fi, although we were promised high speed internet; we ended up spending over $100 to tether our machines to use our phone data. The air-conditioning did not work at all. As if these things weren’t bad enough, the windows had not been cleaned in forever, the shower and ceiling were full of mould, and the furniture was lumpy and uncomfortable. The kitchen counter was full of hack marks, probably because there was no cutting board. Neither phone worked. I spoke with two different people at reception, who both pretty much told me unapologetically that it would take at least a week to get someone out to check on the internet and the air-conditioning. I emailed the management and still have not received a response. Halfway through our visit we were sleeping and heard a crash- the drapes in the living room just fell off the wall. The handyman they sent to fix that was unable to figure it out and we spent the rest of our visit with no privacy in that room, as that window faced all of the the other resorts. Honestly, I am completely gobsmacked at how awful this experience was. We visit Surfer's Paradise several times a year and are normally sad to leave, but this time we were anxious to get home, where we could be comfortable. We have never stayed at the Breakfree Moroccan before and we definitely will not be doing it again. In fact, I doubt we would take the chance of staying at any Breakfree property again. We chose this property as I am an ACCOR member. I may be rethinking that also in the future...

The Apartment I got was very dirty There dirt on the walls and doors the bathroom smells the roller away beds were in very bad condition. The appliances were in bad condition even the pan was bad that I had to buy one to use. The only good thing was the location and the view from the apartment. The photo below shows a dirty door then I cleaned it with disinfectant wipes.

The photos are completely misleading. Room is so dirty and outdated with mouldy curtains, cockroaches, hairs in bathroom. Balcony doors are so dirty that we can’t even see the view from inside. Aircon doesn’t work and no housekeeping service to refresh the room. Worst of all the receptionists have no customer service and unhelpful. They literally just don’t care at all. For the amount of money we paid we would rather spend slightly more to stay in a 5 stars hotel. This feels like a hostel but charging rate of a 4-5 stars hotel. Stay away from this!!!

I can tolerate an outdated room and facilities, but I cannot tolerate the very rude manner of this general manager Ricardo and the other girl on the reception. They were only nice if everything is smooth but once you need help, they will reject you, treat you badly. I cannot fathom why they work in a customer service industry. They are the worst kind of people I encountered. No sense of compassion. No sense of humanity. I will never want to come back to this hotel again and wont recommend to anybody.