Mantra Crown Towers Surfers Paradise Hotel 4.5 stars

I spend on average between 50 and 70 nights a year in hotel rooms and apartments. I think this was the first time I had to request a room change because the accommodation was not liveable. The apartment we were given on arrival was in an appalling condition and not a reflection of normal Accor or Mantra standards. It was so bad that at 10:30pm we had to insist on someone coming to see the issues and get us placed in a different unit despite the hassle of repacking a moving everything. The main issues were: - The aircon wasn't working properly with the main living areas and master bedroom being uncomfortably warm even after about three hours of the aircon running - A foul smell emanating from the main garbage unit in the kitchen - Uncleaned oven with a charred piece of food still visible There were several other issues as well that added to the unpleasantness including chipped coffee table and badly damaged kitchen counter. These were not show stoppers, but not the standard I expect from Accor or Mantra. Getting someone to address it was difficult because reception had closed. I had to insist on someone addressing the issues before the security officer came up to witness the problems. He was very nice and organised for us to move to a new apartment. He offered to help move us as well. The new apartment we were relocated to was reasonable. However, we still had issues with the television on the first night and we were not provided with internet codes as we were entitled. I was also quite disappointed that no one attempted to make contact the next day to offer an apology or explanation. I only got an apology after I went down to speak to the manager, only to realise that there was no hotel manager and the new appointment was only starting the following week. I assume this is at the heart of the problem, but you would expect a 2IC to do a better job. I was also promised that they would follow up on the issues and give me feedback - this never happened. There were a number of other disappointing factors that we were not warned about when booking. Both restaurants in the foyer were closed. The pool kiosk was open for breakfast and lunch and only accepted cash - no option to pay by card or to charge to the room. The food was decent though and the kiosk staff were very friendly. The pool is big and fairly nice, but some parts were cordoned off with safety barriers which didn't make it look pleasant. I have been a loyal Accor customer and have also spent at least 10 nights this year at Mantra properties and have Mantra+ membership. This Mantra does severe brand damage and is an appalling example of the integration of Mantra into the Accor group. We will never stay here again and I now hesitate to book again with another Mantra for upcoming travel.

We enjoyed the unit was very comfortable and satisfying for our needs we will be back.

The beds were uncomfortable, the service on our check out day was shocking we tried to check out for about an hour kept getting stuck in lobby and elevator because both key tags wouldn’t work apparently we checked out but actually hadn’t yet and people kept coming to the room to clean out but we literally couldn’t check out because of the key tag problem we called the reception we walked up to the reception 5 times and each time they told us they fixed our keys up but no luck then eventually one of the staff members took us down to our car and let us out of parking... I would usually understand but I had 4 tired children as well as luggage to organise it was not a good time.

Great staff excellent facilities were great but room was a bit tired and could have been a bit cleaner ie dust on skirts and in cupboards but it was our second stay with you and will not hesitate to stay there next November when we come up again have already looked for dates around same time but seems to be booked out will ring mantra to double check

no complaints

Our overall experience was great. However, someone else was given our room key accidentally through an accidental check in, so that was not a good experience. Lucky they were honest people who didn't touch our belongings in our room, and went straight to reception to report it. Inconvenient to us as we had to reset our swipe tag as ours were deactivated in this mix up. It was also not good to not have free Wi-Fi when places like fast food restaurants etc offer it for free. $15 a day is a bit rich, we weren't paying this...

We stayed In a 2 bedroom apartment omg it was so nice the service was great kids loved the pool and the pool cafe was very friendly and worth every morning for breakfast the room service was really good stay ing the for 17 night and had them in 3 time and can't not say any thing bad I will be going back there soon

Amazing

We enjoyed our stay. The two bedroom had lots of room with nice views. The pools were a hit especially the slide for our two year old. We were happy with the location as well. Would stay here again

Good location for families and nice pools for the whole family.Helpful staff and everything was clean and tidy.

So fantastic we continue to stay at Crown Towers year after year because of the friendly staff fantastic location and amazing view. This time we stayed in a 3 bedroom ocean apartment our room was so beautiful clean we could not fault a thing. Your staff are so helpful and friendly and we are already planning dates to book again for next year. My husband and I have been together 13 years and are now bringing our children to your fantastic apartments each year. Their favourite is definitely the pool we are all so sad that our holiday is over but will definitely book again next year.

We were extremely disappointed in our hotel room, both how clean the room was and the dated feeling of the room: 1. Tissue was found in a bed. 2. Toe nails were found on the carpet floor. 3. Dirty lounge. 4. Dirty floor in bedrooms. The beds are on wheels so the cleaner should move them when/if they vacuum. 5. Broken chairs on the balcony. 6. Dining chair broken. 7. Hair-dryer broken. 8. Door knobs in kitchen hanging off, which my husband fixed. 9. Chipped tiles in kitchen. 10. Marked walls everywhere. 11. Dated bathroom. 12. Children's bedroom window could not be fully closed. 13. Security latch on balcony door in Main bedroom is too long. Our youngest son could still squeeze through the gap. I did call reception as soon as we arrived in the room to check the room had been cleaned. The response was quite rude and abrupt that the room had been cleaned, but no solution was offered. We did enjoy the shared areas, especially pool areas. They were always spotless and that is when we felt like we were on a holiday. We have stayed at the Crown Towers in each of the past five years. Sometimes with friends and have recommended the hotel to friends and family who have stayed while visiting QLD. We have always enjoyed fantastic rooms previously which is why we were so disappointed this year. Normally we book under my husband's name and I hope the fact that I booked it as a female is not the reason we were given a room of such poor quality. We are visiting QLD again next year and will be travelling with other families. We had previously recommended staying at Mantra Crown Towers but now we will likely look somewhere else.

The bed in our room 1013 was broken and therefore sagging badly. This led to poor sleep. The room was ok and not as good as we have had previously - and we paid more this time. The facilities such as the pools are awesome and are what keeps us coming back. Really disappointed to see the in house restaurant/buffet was still not open- this was renovated last year. The Thai restaurant attached is ok but not everybody likes Thai!! Really needs a decent in house eatery for guests to enjoy.

As soon as we opened our room door, there was an overpowering smell. It smelt musty, unopened and dirty. The kitchen floor was sticky. The furniture is outdated; it needs a big revamp. The food at the Thai restaurant and the Pool kiosk was beautiful. The pool is stunning and relaxing. Staff were friendly and welcoming. Mixed reviews for this experience.

Staff were very helpful, Polite and friendly. Room was very comfortable. Overall the motel was clean and well maintained. Would definitely stay at motel again. The lady running kiosk in pool area is a credit. The food was always great.