2 BDR/Apt/Foxtel/WiFi/Pool/parking/Spa/Hervey Bay

Our ground-floor unit had its own gate to the pool, which was handy with three kids, and there was enough space for us all without being on top of each other. The rooms were spacious and super clean, the pools were lovely and clean, and every staff member we met was welcoming and friendly. I even saw a cleaner scrubbing and mopping the stairs early in the morning when I went out for a walk. We'd only been here 24 hours when I booked a week for April, before even checking out. We're already counting down the weeks. Great work, Oaks, and thanks for a wonderful stay!

The pool was amazing, and I had my first proper swim of the year. The rooms were clean and the place felt fresh all round. Staff were lovely, and there was plenty of undercover parking. The bathroom fan in our room didn't work, and the bed and pillow felt a bit hard for us. I'll bring my own pillow next time. Still, it was a great end to a challenging weekend. Very happy, and we'll come again. Thank you.

The staff made our daughter's birthday surprise happen just as we'd planned. Before we arrived, we arranged for them to receive the cake and decorations and set up the room. She loved it, and we really appreciate the time and effort they put in. The service was excellent. We'll be back soon and highly recommend staying at Oaks Hervey Bay.

When we returned after going out, our room door was open. I initially wondered if room service had come to collect the baby cot I'd requested, but nobody was in the room. I called reception, and Cody said she'd collected the cot and the door was locked when she left. When I explained what we'd found, she replied, “well, I don't know how that happened”. I was a hotel guest with an open room door, and that answer didn't reassure me. I wanted her to say she'd look into it, help find out what happened, or at least apologise. I felt she showed no care or hospitality, then largely ignored me for 24 hours. The next day I called and visited twice trying to get an explanation. She again gave a generic response, saying she'd seen the CCTV and the door was closed, as though I was making it up. Later that day her manager Mark helped. There was a problem with the door, which he fixed. But the hotel was missing basic care and ownership of the issue, especially when we'd spent over $1,000 to stay there. I didn't expect this from OAKS. Very disappointed.