Mantra Circle on Cavill

The room was ideal for a business trip: clean, well maintained and nicely appointed, with a large balcony looking over Surfers Paradise. The bed was comfy, and it was quiet once I shut the balcony door. I stayed six nights, with housekeeping after the third. Other than that visit, I barely interacted with staff. As the title says, you book the room, which is very good, but shouldn’t expect much service or engagement. That’s the hotel’s model, not a criticism. I arrived later in the evening, when only a skeleton crew was on for check-in. It was quick, though my Gold status wasn’t recognised and I didn’t get a welcome drink or amenity. Finding my way around the car park and its limited spaces was a challenge, but manageable once I figured it out. Then it was a quick lift ride to level 29.

The design, inside and out, was modern and attractive, and the location and views of Surfers Paradise and the sea were great. Staff were helpful and accommodating. The apartment was fairly well equipped, though plenty of aparthotels offer the same. For the price and upmarket feel, there were several letdowns. There was no dishwashing liquid or sponge, so were we meant to run the dishwasher every time? The dishwasher and other utensils weren’t in the best condition, and the playground was poor. The bathroom was see-through. Blinds covered only one side, leaving the other open to view, so other people could easily see you on the toilet. Maybe it was meant for couples who are very liberal. My condo has night security, but this place wasn’t staffed at night. Around midnight on my second night, the fire alarm went off and woke us, telling us to evacuate. Several people from our 33rd floor went down 33 flights, and I had to carry a child. Some floors had phones in the fire stairs to call the accommodation office. We tried to get updates, but nobody answered. There weren’t many people gathered on the ground floor, and no staff were there to help or tell us whether it was a false alarm.

I stay at Mantra Circle several times a year, it’s my go-to in Surfers Paradise. Waking up to that ocean view is wonderful, and I could spend all day on the balcony looking out at it. The apartments are clean and modern, and I love the pool area. Staff are always friendly and helpful. The north tower lifts are a bit of a nightmare right now, but I hope they get fixed. I highly recommend Mantra Circle on Cavill.

The location and views are excellent, but they couldn’t make up for the poor service. The elevators took 10-15 minutes, and rubbish areas on each floor left the hallways smelling unpleasant. I’m a Gold member with ALL – Accor Live Limitless. I booked a one-bedroom spa ocean-view apartment, requested a baby cot and confirmed everything ahead of time. It was a special trip for my wife’s birthday with our two babies, and friends had travelled from Melbourne to stay at the same hotel. At check-in, the Assistant Manager was dismissive when I asked for a higher floor closer to our friends. She said, “I don’t care what level your friends are on” and “who are you to tell me where to put you.” We argued, then they moved us, which showed it could have been done from the start. The next day she was still aggressive and asked “who are you?” again, then threw the parking keys on the counter without explaining anything. Around midnight, while our children were asleep, the electricity in our apartment was switched off because they said our voices were loud. There was no proper warning. That was unacceptable and unsafe. I would never return or recommend this hotel. This was by far the worst customer service I’ve experienced in a hotel, in Australia or anywhere else.