Arrival and check in was exemplary from front office and concierge. We received an upgrade to the Burleigh Point view suite which was a fantastic room, thank you. We were disappointed after a 4 hour drive to be advised that the hotel pool was closed for a private function and we could not use for Friday pm, this would have been appreciated if advised prior to check in, the option offered to go to the beach for a swim, didn't quite cut it. We didn't book to have some hotel guest facilities only available when not booked by external parties. We decided to head for a drink at Lito where we stood at the wait here to be seated sign for a number of minutes as staff members walked past us without any acknowledgement we were there. Once we got a staff members attention we asked to sit outside an was handed a drinks menu. We went outside and sat and waited, and waited, ultimately after 15mins we went to the bar to order a drink. We then had a floor manager (dressed differently) ask if we were waiting on anything which we advised no we had gone to the bar and ordered our own drinks, for which we were told, that there isnt table service outside and we needed to go to the bar, again would have been nice to be told this when we sat down. Each morning at 7am I would head to the pool for to swim laps, on day 1 Saturday 5th, I noticed in the southern deep end of the pool leaves, sand, tissues and a hairball, we call them tumble weeds. Unfortunately as i swam laps every morning through till Tuesday 8th, these still were in the pool in the deep end. On Sunday Fathers day we went up to use the pool around midday. We knew it would be busy due to the promotion the hotel had for fathers day at Haven, but didnt expect that staff in F and B would do everything they could not to serve you or interact within the pool bar area. For our first round of drinks we went to the bar to order to be told that we should use the QR code at the table, we advised we didn't bring our phones to the pool, were in house guests and could we order drinks at the bar to charge to the room, after some sighing we were accommodated. As the weather was very windy and all lounges in the sun were taken up by guests and or external parties at functions, we headed under cover, but a large area out of the wind was taken up with a drinks promotion and golf simulator, meaning this area was not accessible for hotel guests to sit. We sat at the tables and chairs near the bar, went to order another round of drinks and some fries for the staff member to again say use the QR code, that it is very busy (at this stage only 11 tables in at Haven) and we would have a 45 min wait for a bowl of fries. We gave up and went down stairs and sat in the small lobby area of Lito to order, this is where we noticed around 1.30pm a number of people who had been upstairs using the pool and lounges walking out and getting into their cars parked in the street around the hotel, so not sure if they were hotel guests or just locals who realise that to use the pool you just walk in as most of the time the pool glass doors are open, allowing access for everyone. Monday 7th we had a booking for our family to join us at Lito for lunch (they drove specifically from Brisbane to join us). I have provided through the survey Lito sent through, comments about the lack of service, lack of attention, poor inedible food quality and staffs general ambivalence to interact and engage with guests unless you were seated with a mobile phone and lap top blogging away. Again we stood at the wait to be seated sign for an inordinate amount of time as staff whilst standing at the wait station in the middle of the restaurant stand looking out towards the patio area, they don't turn and look at the entrance at all. Water was ordered, then a round of drinks (Peroni arrives at table without glass?? didn't realise we were in a public bar) and the food. This exercise took 20 mins in total. We were told then the linguine wasn't available, after the order had gone in so we made a change to the parpadelle. Meals arrived in a good time, well the first two did, the baby gem salad and the porchetta, then there was a 5 min wait for the 2 risotto osso buco to arrive to then be told you have all your meals, they would have noted 5 guests but only 4 meals ?? We said that we were waiting on the parpadelle, for which then there was some looking at dockets, going back to kitchen and the pasta dish was made. 10 minutes it took in total for the 5 meals to make it to the table from the time the first plate had been served. We advised that the salad was missing ingredients listed on the menu, staff then had to check the menu to agree with us, take it away, and get the kitchen to add the messing elements and ingredients. From the point we commenced eating till we paid the bill 70mins later, not one staff member enquired if we were enjoying the meal, would we like another drink, glasses had been empty for about 45 mins. They should have noted as our table was 2m away and directly in front of the wait station that the 2 risottos and the porchetta had only had 1/3 of the meal eaten and pushed away (they were simply inedible, dry, lacking salt, the porchetta was grey in colour, so dry, the crackling was gooey and chewy with the consistency of an inner tube, golden soggy potatoes without a hint of a crunch). We weren't offered coffees, dessert and our plates sat uncleared on the table for over 30 mins. We went to the wait station to pay as staff just did not want to come to the table at any time. We weren't asked if we enjoyed our meal, so we simply paid and left. 1:45mins of closest to the worst experince for service, food quality and overall enjoyment, particularly noting the price point of some of the meals. This experienced along with the pool and bar experience, cemented that whilst the property and rooms are outstanding, reception and concierge are brilliant (Mark in front of house was a stand out, could not have been more helpful and generous with his time and knowledge), the F and B was of a standard closer to a leagues club or local pub, not what is being promoted. There appeared to be an overarching impetus on bringing external / general public into the venues which in turn took away the experience and enjoyment of the hotel guest experience. Staff barely wanted to acknowledge your presence when you arrived at a venue and actively went about not engaging until you had almost pushed yourself upon them. The arrival point into Lito needs work as a level of confusion reigns, are they coming into the restaurant, or are they just going to the bar for a drink, or are they just waiting in line to check in, so much confusion, no direction, training or oversight of the staff and experience. Will we return, yes, because the room experience and location meets our need, will we use the inhouse dining experiences, no. Value for money, standard of service, overall experience could not even be rated the experince was so bad, we would rather go to tried and true experiences such as La Barte, Rick Shores, and Paloma where service, food and experience is 5/5. The hype and reviews given to the food venues simply does not ring true once you have had the chance to experience them. Overall this element made our stay just unpleasent.

Beautiful appointed rooms could not fault in an awesome location. Unfortunately a few faults as well which was a bit frustrating at busy times. Level 3 Pool area needs to be reconsidered, not at all relaxing and too much going on with no respect to in-house guests. Lift/Lobby area an absolute mess as only 3 lifts to service in house guest, extremely small reception area, in room dining delivery and walk ins attending functions or going to the restaurant on level 3. A small pool area with not enough sun lounges that then more than 10 beds where removed to make way for outdoor cooking was so disappointing and by 1:30pm the entire pool area in the shade. I get it’s the new trendy place to be for functions etc but as an in house guest all the interference made it somewhat unpleasant.

From the moment you walk in you know your in for a treat

I’ve stayed multiple times now and the check in / check out process would have to be the worst luxury hotel experience one can have. Always so slow and taking so long for line to move and then enter details . I stay in hotels most weeks around the world and I dread my check ins at the Mondrian , very unfriendly staff

I have asked for paid room upgrade but they have deleted my request so I had to wait in the lobby. Also, they have told me that room upgrade is $115 per night but charged me $233 at the end.

From the moment I booked and received confirmation of the hotel they greeted me via email as Mr. I explicitly said I’m Ms (Dee) female name and the tv still said Mr when we arrived. No biggy until we arrived at the hotel. The details in service are lacking here. I’ve never received such poor customer service from hotel staff before. The female staff were extremely rude to me and my friend on multiple occasions except for Winnie which I only dealt with on my final day. Tv wasn’t working and we were compensated with a box of chocolates? In which we had to ask for compensation. We paid for a service and didn’t get that. It was service of a 2 star hotel. The hotel may be beautiful but if the service is rubbish it takes away from the fact. Would not stay here again. Extremely unhelpful, rude, blunt, no assistance for basic things. We didn’t even get an explanation on arrival of basic details just here’s your keys and off you go.

Room and facilities are great. Food could be improved. Frustrating that chrome cast is limited.

Lovely hotel & team but the wifi in the room was terrible & the TV was broken & the lifts overly slow & crowded.

Restricted breakfast options for ALL members, lap pool area felt cramped with minimal space to move around pool. Reception area/counter felt more like a concierge corner than reception. Waiting time for the lifts was excessive, ended up using fire escape stairwell between level 3 to 1 on an occasion. Not what you’d except from a brand new modern 5 star hotel.

Nice hotel. We had issues with our room key, front desk helped sort that but then the room would not lock. We had to spend time waiting for the technician to come and fix which was disappointing.

Disappointed that the pool was in shade in the afternoon, staff were great.

We stayed two nights on our babymoon. At check-in we were told the pool would be closed from 3pm on our only full day, for a private event. We had booked specifically to spend that day by the pool. Staff said there was nothing they could do, which I accept, so I asked whether there was any compensation given we were only told at check-in and would have booked elsewhere had we known. I was told a manager would call. No call, no follow-up, no mention of it again. The event was a wedding. The music was loud enough in our room that we had the TV on maximum volume to hear a movie, and we were on the 18th floor. I don't want to think about what the lower floors got. I messaged on the hotel's chat app to ask when the music was expected to finish. The reply took 45 minutes and landed five minutes before it stopped, by which point I'd worked it out for myself. The same chat app had been quick all stay, an extra pillow arrived within minutes. Ask a question that's awkward to answer and it apparently goes to the back of the queue. Just tell me it's going until late. A slow answer is worse than one I don't want to hear. No issue with the wedding guests, they did nothing wrong. The problem is a hotel taking a booking like this and making no attempt to warn or accommodate the guests it affects. There was a wedding on when we stayed at the Calile in Brisbane and it cost us nothing: pool open, rooms quiet, and the buzz around the place arguably made the stay better. It's clearly possible to run both well. Any hotel can have a scheduling clash. What separates a hotel at this price is how it handles one, and here nothing was handled. Two nights we spent frustrated instead of relaxed. I wouldn't stay again.

Unhappy with experience. Excellent location, and room was lovely, however room was not ready when I arrived and there was a wedding on level three so I was unable to use the facilities as expected to given late time of room available. Given the cost per stay and having no pool/ level 3 to access made this really disappointing. Staff were not overly helpful on reception. Not accommodating or overly welcoming. Charged additional to park - $80 despite being told it would be $40 dollars only even when giving registration plate number.

10/10 experience. From the staff, to the rooms, to the restaurant and wellness facility. Wouldn’t stay anywhere else in Gold Coast. Highly recommend.

Very pleasing stay. I liked the sheers/curtain and lighting controls in multiple locations. Would prefer ballroom access from the hotel rather than having to walk along the street to get to a function.

From arrival to leaving, customer service was impeccable. Totally different experience from what I was expecting on the Gold Coast relaxed chilled comfortable and great atmosphere.

Underwhelming compared to previous stays. I was not welcomed as a platinum or previous guest. I was told the pool was closed until 2.30pm however later learned it was open. On my second day there was a function in the Haven pool bar and i was unable to enjoy the area due to crowd and noise level. There didn't seem to be any service by the pool which i have experienced in both my previous stays. I am in the travel industry and whilst I don't care to much for acknowledgement, I know this is important to clients that I book. I think it is a nice touch and always receive a thank you for your loyalty even at 3 * Accor properties. Also if no upgrades are available it is generally something that is noted by the check in staff. Based on this stay, I am unsure if I will return again.

We stayed only one night for my Birthday. We thoroughly enjoyed sitting on our balcony watching the sunset and waking up to whales breaching in the distance, beautiful hot weather and pool time. One night is never enough.

Would rate the hotel 4 star rather than 5. Walls in the room need cleaning, please provide a better grade of facial tissues in the bathroom & a makeup/shaving mirror would be great. Apart from this we really liked the hotel.