Nightelier Mermaid Waters

We stayed at Nightelier mermaid hotel for 12 days and had a very good experience. We got a good deal through Expedia, with breakfast included for us and the children. The family spa room was great, spacious and clean, opening straight onto the pool. We made good use of the pool on hot January days. The staff were very nice and polite, and replaced dirty towels whenever we asked. Service was very good. Breakfast was great, though there wasn't much variety and the same options were served each day. There were hot and cold choices and a self-service coffee machine. We'd definitely come back and highly recommend it.

On New Year’s Eve, we were just hoping to enjoy the night, but ended up feeling humiliated and disrespected. The way Shefan handled our check-in was hostile and unprofessional from the start, and this became the worst hospitality experience I've had. I've stayed at plenty of four- and five-star hotels and never had service this poor. We had booked one room with two single beds. A friend joined us from Brisbane, so when asked how many were checking in, we first said three, then quickly clarified only two would stay. Shefan still refused to check us in unless we upgraded, insisting that our first answer meant three guests. We reassured him several times, but he kept belittling and patronizing us, delaying check-in by 15-20 minutes. He also threatened to enter the room at midnight to see if there were three people and to make us leave if there were. That was extremely disrespectful and unnecessary. If it hadn't been New Year’s Eve, we would have cancelled or escalated the matter. I urge management to investigate Shefan’s behavior. Guests shouldn't have to beg to check in or be treated this way. If customer service matters to you, think twice before booking here.

The room was clean and spacious, and the pool was relaxing with towels provided. Reception staff were friendly and helpful. The well-priced package included a welcome drink and buffet breakfast. Thanks for a lovely night's stay.

Arlene deserves five stars for her professional, attentive service. The restaurant was welcoming and served tasty food that was nicely prepared. The hotel itself was clean, comfortable, and clearly well cared for, and the staff were friendly and helpful. I’d happily recommend it and come back.