Emerald Surfers

We were on the 13th floor for a week. The views were spectacular, and it was a short walk to the beach. The rooms were a good size and the beds were super comfy. A few things were odd: there were dishwasher tablets but no dishwasher, and there was a washing machine but no powder or liquid, so we had to buy some. We got two bowls for four plates, one spare toilet roll, and no body wash or hand wash. Parking was very tight, and I wouldn’t want to bring a large car. The TV in the main bedroom didn’t work at all, while the living room one froze every 10-15 minutes and needed restarting.

The manager, or reception lady, was very lovely and accommodating, and the location is close to everything. There’s also a nice pontoon for fishing. The rooms are very dated and could do with a Reno. Cleanliness was poor. There was mould in the main bathroom shower, a filthy exhaust fan, and mould on the ensuite ceiling, where the curtain was missing. The place was dusty, especially the main room lamp. There was only one lamp in that room. My son cut his eye opening the front door because its deadlock was broken. We found nuts and food crumbs between the couch cushions. The kitchen had one bin liner for a very small bin, and the small dishwasher couldn’t fit the provided dinner plates. We’ve stayed in worse, but for $880 for three nights I expected it to be cleaner.

The room was dirty and outdated, and several other issues left me very dissatisfied. I booked a week from the 19th to the 24th, but at the last minute I was told to leave on a date I had booked with the hotel. That caused a lot of stress and inconvenience, and I wasn’t refunded for the lost day. They acknowledged finding my pillow and clothing, but didn’t return the items or provide the promised reimbursement. Makeup worth an estimated $1,000 or more also went missing, with no satisfactory explanation. When I went in to raise these concerns, Andrew, the owner, was aggressive and dismissive. The lack of accountability and the unresolved problems marred my stay. 0/5 stars.

The people were lovely and welcoming, and the city views were great. But they didn’t make up for the hygiene problems or poor maintenance. The rooms were very, very unclean, with mould throughout the bathrooms and bedrooms, broken toilet seats, peeling paint and no aircon. We paid an absolute fortune for the weekend and were very disappointed.