Mantra Trilogy

The location across from the beach boardwalk and near the Marina was fantastic, and the lagoon-styled pool with lap lane was wonderful, but the room itself was very ordinary (e.g. basic hard pillows, no drawers for clothes, only a single hook for hanging towels, somewhat noisy dehumidifier). While the reception staff were very nice, we had no room service or cleaning despite staying 4 nights - we even had to bring our wet towels to a different building to exchange for clean dry ones.

Ci siamo fermati solo una notte purtroppo. Posizione ottima per chi atterra all'aeroporto, ma anche vicino al mare e al centro.

Will never stay here again. 1. We were told prior to booking the payment of 3 nights can be paid upon check out. Weird not to pay upon arrival but that's what we were told. No other fees mentioned. 2. Upon arrival we were told to pay now. We happily did but were told if we wanted split card payment between us 3 girls, we would each be charged a percentage surplus card fee for split payment. We were also told we would need to put a total of $500 on someone's card as a "holding fee/security deposit". We were not told this prior to booking. Staff said its to ensure we don't leave before our booking ends and hotel loses money. We said that because we're paying upfront in full for 3 nights upon arrival that makes no sense. Staff then tried to make it sound more like the $500 was a holding fee in case we damage the room. We argued a little as this fee was never mentioned to us, but we came to an agreement with staff that we would put the hold fee on my sisters card, on the promise that her money would go straight back on her card upon check out and we also didn't need to pay a surplus card fee for split payment. We were unhappy that my sister would be out of pocket for 3 days but nothing we could do. 3. We had a 3 bedroom ocean view apartment. It was in the main building and good size, however the walls were not soundproof and there was a lot of loud kids next door (6.30am screaming). The floors were not cleaned and were covered in dust and dirt. There was no fan in the main bathroom. We were told no room service or cleaning available. Frying pan was not non stick and utensils etc all old and gross. 4. Upon check out, staff told my sister that the holding fee of $500 would not be put immediately back onto her card and that it would take up to 3 business days. We were furious because this was not explained to us prior to booking when we asked about fees and rooms, or when we checked in. We were told it would be given back immediately. Staff said that if we had paid it in cash then they could give it back in cash but card takes longer. From our discussion with the check in staff it sounded like they would just insert the card and refund it like most hotels would. My sister had budgeted her holiday to the last cent and we still had 4 days left to spend in palm cove and my sister had only a few dollars in her account until her pay day. We had to cover her for 2 days before then. That $500 was not able to be used by her and it really put her out. Imagine if a family were on holiday and couldn't use that money for their kids for a few days. Awful service. Staff apologised but didn't seem like they really understood how bad that was. 5. We stayed at a place in palm cove the following 4 nights and they were apart of the same hotel group called Peppers Beach Club. We mentioned it to them and they explained that what mantra trilogy did was very poor, and that they should have explained that the length of time before the $500 is returned actually depends on your bank! She read out the list on her computer that she said was the same as every hotel in their chain. Some banks were 3 days, some were 7 days and others could be up to 30 days and that was my sisters bank! So you could potentially not get your money back for 3-30 business days. Thankfully my sister surprisingly got hers back in about 4-5 days but by then our holiday was almost over and she had been hoping to use that money during this time. We understand that you may pay a holding fee or security deposit in some hotels but we have never paid more than $200-250 for this fee in any other hotel! And to not get it returned immediately upon check out or explained that if it was cash then we could, that is appalling service! We will ensure that we or anyone we know will never stay at mantra trilogy again. Don't charge a fee without completing explaining it or making it very clear on your website or booking places. We had to go through your full terms and conditions just to find any mention of extra fees and it doesn't say holding fee/security deposit anywhere. It mentions some other percentage fee that is the closest thing we could find that could be it. Very misleading and nasty to spring on your guests! Train your staff to explain it better.

La camera era spaziosa, ottima la doccia, ilservizio scarso. Non è stata “ rifatta la camera”, non sono stati cambiati gli asciugamani, essendo una località molto umida, la biancheria necessitava di essere cambiata.

Pulizie giornaliere non presenti (in un 4 stelle?!) nessun cambio di biancheria, camere non insonorizzate (pareti in cartongesso) wi-fi inesistente, piscina piccola (10 sdraio in tutto) e sembra anche sporca, personale in reception scocciato, al check-in sembrava mi stessero facendo un favore, attenzione perché chiedono un deposito cauzionale di 200 AUD, manco mi dovessi portare via la televisione..in certi corridoio odore nauseabondo (dovuto all’utilizzo della moquette in clima tropicale) e pareti pitturate a metà (della serie: finiamo appena abbiamo voglia), minifrigo davvero troppo rumoroso. Ho messo due stelle solo per la posizione e la camera che comunque risulta moderna e abbastanza accogliente. Non soggiornerò mai più in un hotel della catena Mantra.