Mantra Towers of Chevron Surfers Paradise 3 stars

Customer review rating (ALL Rating) 4.0/5 950 reviews

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23 Ferny Avenue, 4217 SURFERS PARADISE, Australia

Description

Hotel extras

  • The three towers are home to spacious and self-contained 1, 2 and 3 Bedroom Apartments.

  • Bask in the sunlight and unwind at Beaches in the Sky.

  • Mantra Towers of Chevron is conveniently situated with easy access to public transportation.

  • We are situated to be a short stroll away from the renowned Surfers Paradise Beach.

  • For relaxation and watching your kids play, our lagoon swimming pool is the place to be.

Our accommodation(s)

Hotel location

Mantra Towers of Chevron Surfers Paradise

23 Ferny Avenue
4217 SURFERS PARADISE
Australia

GPS:-27.999546, 153.427723

Telephone
Fax +61 7 5584 8600

Access and transport

Hotel services

Check-in from - Check out up to

On site
  • Swimming pool
  • Car park
  • Pets not allowed
  • Shuttle
  • Fitness center
  • Wi-Fi
  • Air conditioning
  • 100% Non Smoking Property

2 pools

Have the luxury of choosing from a large lagoon pool, indoor and outdoor lap pools, spa or sauna.

Our guest reviews

Our guest reviews

100% genuine reviews from our guests

Find out more

ALL Rating  4.0/5  950 reviews

Customer review rating 0.5/5

Mariam B. Families - Confirmed reviews ALL

Every time we stay there there is an maintenance issue. Last time indoor pool was closed for a few days this time the outdoor spa not working.very disappointing and waste of money won't be staying there again because we can never even use the facilities

Dear Guest, Thank you for taking the time to share your feedback. Whilst everything outside the apartment is operated by the body corporate and is outside of Mantra's direct control, I understand how this can affect your overall satisfaction, I am truly sorry. While I wish you had a better experience, it is feedback like this that we learn from and use to improve. We work hard to deliver an exceptional guest experience, and it's apparent in this case that we fell short. Once again, thank you for sharing your valuable feedback. Sincerely, Sylvia Ambrose - General Manager

Customer review rating 4.5/5

Anthony R. Friends - Confirmed reviews ALL

Accommodation was great we stayed in TOWER 3 AND 1 and enjoyed the magnificent views from both Towers.

Dear Guest, We very much appreciate your comments regarding your stay at the Mantra Towers of Chevron 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, Sylvia Ambrose - General Manager

Customer review rating 5.0/5

Lisa W. Families - Confirmed reviews ALL

We had a great time.. loved our apartment and the location♥️

Dear Guest, We very much appreciate your comments regarding your stay at the Mantra Towers of Chevron 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, Sylvia Ambrose - General Manager

Customer review rating 4.0/5

Jhonamy R. Families - Confirmed reviews ALL

We had a nice stay. Very close to the shop and restaurant. Friendly staff

Dear Jhonamy, We very much appreciate your comments regarding your stay at the Mantra Towers of Chevron Surfers Paradise. It is always a pleasure to receive positive feedback especially regarding our staff. 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, Syliva Ambrose General Manager.

Customer review rating 0.5/5

Richard B. Families - Confirmed reviews ALL

Room 1: Our first two nights were incredibly disappointing. The air conditioning did not work, and the room could not sustain a comfortable temperature for two adults and a child. Reception claimed the air conditioning was fine, saying it "blew out 22°C at the vent." However, maintenance clarified that the issue wasn’t the temperature at the vent but the ability of the system to maintain a stable room temperature. Additionally, the fridge was not working to food safety standards. The fridge’s temperature was only adequate at the back, meaning it failed to maintain proper cooling, which we found concerning. When we raised the issue, maintenance was also alarmed to discover the temperature had reached 15°C. Management, however, dismissed our concerns, claiming that as some parts of the fridge were at a non-spoilage level, it didn’t need replacing. We were also disappointed to find that the microwave was missing its balance circle, making it unsafe to use without causing spillage. We had been promised a "full kitchen," but with the fridge not working and the microwave unsafe, we were unable to use the facilities properly. Despite several complaints, the handling of our concerns was unsatisfactory. The management's response felt dismissive, almost as though we were being gaslit. Our requests for a second room were met with resistance until we insisted. The suggestion that we "sleep on it" in a room that was nearing 30°C when the air conditioning requiring a filter having to be taken out to make it "work" was wholly inadequate. By this stage, we had already experienced multiple issues: the TV wasn’t working, and essential features like the fridge and air conditioning were faulty. These are basic requirements for a stay in an apartment, and their failure severely impacted our experience. This room was not fit for purpose. Our holiday was turning into a nightmare and we regretted choosing this Mantra over the other 5 in Surfer's Paradise we had stayed at. Room 2: When we moved to Room 2, we immediately noticed a significant improvement. The air conditioning worked properly, which was a welcome relief, and the room itself was much larger, more spacious, and closer to the pictures we had seen online. Initially, we thought things were looking up, but unfortunately, this room had its own set of problems. The ensuite shower head was broken, the main bathroom soap dispenser was neither installed nor functional, and the dishwasher dispenser was also broken. On our first morning, we discovered that the kitchen utensils, pots, and pans were not properly cleaned, leaving a foul-tasting residue on our food. This led to us having to rewash all the crockery, pots, pans, and cutlery before use and throwing our contaminated breakfast in the bin. The can opener and cheese grater were also broken, meaning we couldn’t even use some basic kitchen items for preparing meals over the next few nights. We had planned to cook meals in the kitchen, but the cooktop took an excessive 10 minutes to heat up, and on multiple nights, we had to abandon our planned dinners because the equipment wasn’t working or was broken. As a result, we ended up spending significantly more money on takeaways than we had anticipated, because the so-called "full kitchen" was essentially unusable. The room itself did not meet the legal standard of "acceptable quality," as outlined in Australian Consumer Law. In addition to the cooking issues, we found a tripping hazard caused by a loose floor strip between the tiles and wooden floor. As we navigated these issues, we got fatigue from reporting all the issues with the rooms. With the response received inadequate and inconsiderate. We were forced to threaten to leave a negative review and to report the problems to the relevant food safety authorities before the staff took our complaints seriously. It is deeply concerning that we had to escalate the matter to this level to get a proper response. Should a guest really have to resort to threats of public complaint before their legitimate concerns are addressed? Should it take a warning of legal action to get management to acknowledge violations of food safety laws? While staff made efforts to address some issues after our complaints, this was only after we made it clear that we were dissatisfied and would escalate if not addressed. This should not be the catalyst for action. Guests should not have to threaten to get the standard of service they are promised when booking. It is expected that complaints be taken seriously and resolved in a timely manner, especially when the issues directly relate to the safety and comfort of the guest. To add to the frustration, we were promised once-weekly room cleaning, which was never provided. The absence of a broom, given the wooden floors, meant we had to contend with sand that accumulated from the lagoon pool. While the lagoon and pool itself was a lovely facility, a broom and weekly-cleaning are basic services that should be provided as part of the stay, and their absence left us feeling neglected. While the staff did their best to make the situation better after our complaints, the overall experience was disappointing. The response should have been more proactive from the beginning. A guest should never feel that they have to threaten a bad review or legal complaint to receive a standard of service that is promised and, by law, expected. We ought to receive a partial refund according to Australian Consumer Law, and compensation for the additional costs incurred because we put faith in the advertised claim of a "full furnished kitchen". We will not consider Mantra Towers of Chevron in the future without a full acknowledgement and a genuine apology for our experience. Maybe if we had been given the second room from the beginning and not been gaslit we would have left a neutral review, but this hotel has tarnished our loyalty to Mantra and the perception of "Always expect premium accommodation and a warm welcome from our Mantra properties". Mantra Towers of Chevron Surfers Paradise did not live up to this expectation!

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