Nelson Towers, Unit 8/71 Victoria Parade

We arrived on a hot day to find the room comfortable, with the fans and air conditioning already on. Communication was excellent, and the accommodation and amenities were great too. My husband and I loved the location, close to everything and easy to reach on foot. Park the car and enjoy. Our favourite stay so far.

The location is spot on, with a beautiful balcony view, and the motel has parking. Our room was spacious, with a kitchen, living room, and large bedroom. My wife especially loved having a TV in both rooms. The staff were extremely friendly, accommodating, and responsive. It felt like five-star service for a great price compared with other places we’ve stayed. We’ll be back whenever we’re in Nelson Bay.

I’ve never had such a shocking customer service experience. I’m a single mum with two kids, aged five and two, and had booked two nights for a break with them. I politely asked if we could have a nice view for the kids, if possible, and my booking was declined. When I called to ask why, the representative was rude and immediately got defensive, saying I couldn’t book that room because it was for two people. I explained that my kids and I share a bed at home, but he offered no other options and stayed angry and dismissive. While we were in a drive-through car wash, the kids were excited and screaming. He shouted that if they didn’t stop, he wouldn’t continue the phone call. I was stunned that someone working in hospitality with families would behave that way. Shame on Nelson apartments. When I called back to ask for a manager, he first asked if I was the person he’d spoken to, then said the manager wasn’t taking calls. The whole thing was shameful and disgusting.

A lovely hotel in a great spot, with spacious rooms and all the amenities. The staff are helpful and lovely. I’d recommend paying a little extra for a sea view room, as the size and layout are much better.