Grand Mercure Azure Sea Whitsundays

The rooms were spacious and airy, with good views, but the rest of the stay didn’t meet our expectations for 2025. The website advertises fast wifi, which is why I switched accommodation ahead of job interviews. It was the worst connection I’ve had in Australia, even campsites on Magnetic Island had far better service, so I had to use my phone for internet. Communication was poor too. Reception was often unattended, calls went unanswered, and I got no reply to an email I sent in advance. When we raised our concerns, Nicole was dismissive and not helpful. The bathroom had old fittings that need updating, and there was an old wasp nest above the bath. That’s not something you expect to find. Nice views, but the standards felt behind even 2015.

The location and amenities still have appeal, but this stay left me with a lasting bad impression. I’ve lived in Airlie Beach for 12 months and return once or twice a year, and I’ve stayed at several properties in the area, including Azure Sea Whitsundays. We won’t be booking Azure Sea again. We chose an “Ocean View” apartment expecting something like our previous stay, where the bedrooms and balcony had clear sea views. This time most rooms looked toward the back of the property, with just a small balcony offering an ocean view. Every unit may technically show a glimpse of the ocean, but the views and layouts vary a lot. Listings should make the difference between balcony views and full views clearer, especially for returning guests. The Wi-Fi didn’t work at all. A review from two months earlier had described the same problem, and management had acknowledged it wasn’t up to standard, but nothing had changed. Compared with other apartment complexes we’ve used around Airlie, the experience felt inconsistent for a 4-star property, more a game of chance than the reliable quality you’d expect. There was also an unexpected VCC surcharge at check-in. It hadn’t appeared during our Qantas booking or in the booking confirmation Azure Sea sent. When I contacted Qantas, Azure Sea management called it a “City Tax,” although there is no such tax in the Whitsundays. It felt like the real nature of the charge, a cost passed on from third-party bookings, was being misrepresented. We felt penalised for not booking directly, and it raised concerns about transparency and honesty. Fees should be disclosed, including third-party booking surcharges, and listed clearly in confirmations. Apartment types and differences in view quality should also be described accurately. I hope the feedback is taken seriously. The property has potential to give guests a much better experience with greater honesty and consistency.

Airlie is an easy walk away, with its amenities close by, and the views are wonderful. We had lots of room throughout, including the bedrooms, living areas and balconies, plus undercover parking. The kitchen was well equipped and the staff were helpful.

A cyclone caused a 12-hour blackout, and all we were given to light the rooms was a few tea light candles and a mini torch. I had to go collect the torch from reception in the dark, which felt very dangerous. The rooms were dusty and mouldy as well, and the hotel has ignored my emails for two weeks. I’ll never stay here again.