Mantra Sun City Surfers Paradise 3 stars

Dear Shane, Thank you for taking the time to share your feedback and for your continued loyalty as a Platinum member. We are sorry to hear that your arrival experience did not meet your expectations. We understand how frustrating this would have been after a long journey and we sincerely apologise that you felt we were not as helpful as we could have been during check-in. Unfortunately, our onsite car park has a maximum vehicle height clearance of 2.2 metres, which means we are unable to accommodate vehicles exceeding this limit. While we are unable to alter this restriction, we recognise that our team could have provided information on alternative parking options available in the surrounding area to assist you. We appreciate you bringing this to our attention, as it highlights an opportunity for us to improve our service. We also appreciate your comments regarding the apartment layout. While many of our apartments feature a single bathroom, we understand that additional bathroom facilities can make a stay more comfortable, particularly for families or groups. Your feedback has been shared with our team for consideration. Thank you again for your valuable feedback. We truly appreciate your loyalty and hope we have the opportunity to welcome you back for a more enjoyable stay in the future. Kind regards, Mantra Sun City Team

Dear Carla, We very much appreciate your comments regarding your stay at the Mantra Sun City Surfers Paradise. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Ben Hartono Front Office Manager

Dear Madden, Thank you for the great review of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon. Kind regards, Mantra Sun City

Dear Hayley, Thank you for taking the time to share your kind feedback! It's fantastic to hear you and your family enjoyed the spacious apartment, beautiful beach views, pool facilities and our convenient location with the tram right outside. Knowing you'd stay with us again is wonderful to hear. Thank you also for your feedback about the apartment. While some of our rooms are showing their age, your comments are appreciated as we continue planning future improvements. We're sorry the outdoor pool was colder than expected. During the winter months, the outdoor pool can be quite chilly. For guests looking for a warmer swim, we also have an indoor heated pool and heated spas, which can be enjoyed all year round. Thank you again for choosing to stay with us. We look forward to welcoming you and your family back for another great holiday. Kind Regards, Mantra Sun City Team

Dear Mr. A., Thank you for taking the time to speak with me over the phone and for providing further details regarding your recent experience at Mantra Sun City. Firstly, I would like to sincerely apologise that your stay did not meet your expectations. I appreciate you sharing your concerns with me, and I understand how disappointing this experience was, particularly as an Accor Gold member. As discussed, I have reviewed the circumstances surrounding your arrival and the condition of the apartment you were allocated. Your feedback has been shared with the relevant departments, and we are addressing the maintenance and housekeeping concerns you raised to ensure our standards are consistently met. I can also confirm, as mentioned in my previous email, that should you decide to visit the Gold Coast again in the future, I would welcome the opportunity to personally look after your booking. Please feel free to contact me directly by email prior to making your reservation, and I will ensure I oversee the arrangements personally to provide you with a much more positive experience. Thank you again for taking the time to discuss your concerns with me. I appreciate your honest feedback and hope we will have the opportunity to restore your confidence in Mantra Sun City. Kind regards, Ben Hartono Mantra Sun City