BreakFree Aanuka Beach Resort

My son’s room was set up appropriately and suited his needs, and the location was great. My room was a very different experience. Before booking, I’d asked whether the main bed could be split or a rollaway bed provided so my teenage daughter and I could share. I was assured this wouldn’t be a problem. Instead, there was a made-up foldout lounge with a heavy coffee table in front of it. I explained that putting the lounge up and down each night would be difficult for me physically, especially with the table in the way, and asked for the booked bed arrangement. The receptionist said bedding had been provided and refused to do anything else. She raised her voice in front of other guests and was rude while I tried to explain. I left reception and ended up sharing a bed with my daughter, which wasn’t ideal for either of us. I’d stayed at the resort before without this kind of experience. At checkout, I was wary about going to reception, but a different staff member was extremely pleasant and helped me. The first staff member’s attitude and refusal to consider my request had a big negative effect on our long weekend.

I rented a three-bedroom spa suite for myself and overseas guests, and was embarrassed by how filthy it was. It was a hot day, but the windows were so clogged with mud, dead insects, mildew, and general grime that they wouldn’t slide open. The suite felt extremely old, with stained carpets, cave-like lighting, and a kitchen we couldn’t use because it was so dirty. Even the sliding entry door was hard to open, and there were cobwebs and bugs around. The grounds badly need work, and the dated pools are rundown, with the coating peeling off and bits floating in the water. Reception looked okay. Apart from nearly new bedside lamps, I couldn’t see anything that had been refurbished in 25 years. I’ve stayed in cleaner, better-maintained backpacker accommodation. You should be ashamed. After seeing the website before booking, I now suspect those photos are 25 years old too.

The new Aanuka Beach House was stunning, and we loved being able to pop up for a great coffee each morning. The food was delicious as always. We’ve stayed at Aanuka Beach Resort four times, and this was our best visit yet. Our room was partly renovated and noticeably better than it was on our 2022 stay, though it still needs a little more work. It made for a wonderful family holiday, and we’re already looking forward to coming back.

The resort itself is beautiful, with a gorgeous room, amazing amenities, and a great spot for all ages. Breakfast on our second day was incredible, and the other staff were amazing. But our check-in with Hendrick was terrible. He said they couldn’t find our booking, and when I told him we’d booked through Qantas hotels, he laughed and said to his colleague, “oh great another one from Qantas”. He offered no solution, just laughed and went quiet. I asked what he meant, and within five seconds our booking had magically appeared. He handed over the keys and told us where the room was, with no other information. The room had a note saying the Wi-Fi password was in the room folder, but there was no folder. When I called Hendrick, he said they’d removed the folders to update them and weren’t in the habit yet of giving guests the password another way. The call was so rude that I hung up. I later found out breakfast was included in our stay. Hendrick hadn’t told us at check-in where or when it was served, and we wasted $80 as a result. It’s a shame one staff member’s behaviour can taint the whole experience.