Blue Lagoon Beach Resort — Hotel in Bateau Bay

On our arrival Sunday 10 April someone was parked in our designated cabin car space which is beyond the control of staff, but not a good start. Furthermore the state of the family cabin was below a standard a reasonable person would expect so far as hygiene and cleanliness especially in COVID times. The cabin had very wet floors and smelt very strongly of bleach. However it was covered in sand throughout which being so close to the beach you can explain away. After arriving and unpacking the children and all our gear. We dried and swept the floors which improved the situation slightly. Not something you expect to have to do first thing when arriving on holiday. The beds were beautifully made and had clean sheets but the side tables were covered in dirt/dust/sand and there was a clump of pubic hairs in the bedside draws, which my 1.5 year old took out and handed to me. Dishes/pots/ cutlery is/were dirty. Blinds are mouldy (I have asthma and sinus issues). The bathroom roof was black with mould. We had an jumping ant infestation as well that my husband and I promptly dealt with before someone was bitten.

There was no mobile reception so you need to rely on wifi which is great if you don’t want to communicate with the outside world but as I was required to work it made this aspect a non-option.

This was our first holiday in a long time due to COVID. We are so disappointed and the kids were so upset to have to leave earlier than planned. On leaving and doing the final room checks we found someone else’s dirty pyjamas under the bed with a heap of dust and pubic hair. When I presented at reception to check out early, there was no concern as to why and when I insisted to explain why we were leaving early, I was met with a token apology.

On reading previous reviews reception had asked to communicate with them prior to leaving a review which I had and this was responded to with another token apology, advice that I should have let them know so they could do something about it. I’m sorry but I would have expected “something” to be done prior to our arrival not after a complaint… the email went on to offer a discount at my next booking (no thanks, there will not be one).

The pool is great, play area is great, beach proximity is amazing. Activities for kids and big people is fantastic. Had all the makings of a great holiday but sadly the disgusting state of the...

Firstly, our family included 2 walking babies & a toddler. When we arrived & walked in to cabin 87 it was obvious smokers had been staying in the cabin. When we rang up and complained, we were sent a junior person with a spray bottle & told to use this - no alternatives. This was so disappointing. The kettle blew the fuses so we needed another one. We had a family member who has cancer & has trouble walking & luckily held onto the decked railing as she tripped on the lifting floorboard on the deck. My grandson ripped his shorts on the nails on the deck that weren't hammered down. We were supplied 1 chux wipe which is not a dishcloth to last us 5 days, no scourer for their oven tray or pots & 1 towel each & 1 bath mat for the 5 day stay. We specifically rang up before we arrived to ask what we needed to bring & were not told that we had to wash our towels if we wanted clean ones or to bring our own bath towels and soap. They told us only beach towels were needed. I don't go on holidays & pay that type of money $1923 for the 5 days to spend it in the laundry. If we had of known we needed to bring extra towels & more than 2 tiny pieces of soap - we would of but to ring up & not get told about the washing & soap was really annoying. The floors were filthy as there was alot of dirt (not grass or pavers) outside our cabin so of course your feet got extra dirty. No mop but only a broom was provided. There was no screen on the bathroom window and cockroaches were coming in along with other bugs. The sliding door locks were faulty & locked us in or wouldn't work at times. We had to fix the window screens in the main bedroom as they were coming off so the babies wouldn't lean on them & fall out. The room was stuffy & as there was only a fan in there so we had to open the windows and shut the door to stop the babies going near the window. We left & went home a day early because we didn't feel clean at all staying in this cabin. The facilities were good, views were good but the maintenance on the cabins was extremely poor for the money (another family member stayed in a cabin close by & had the same issues). If you are going to charge a substantial amount of money, at least ensure it is safe, clean & provide better services than you...

DIRTY and OVERPRICED and Terrible management

My family stayed at this resort in January and it was disgustingly dirty with cochroaches and grime everywhere. We found a cochroach in the cupboard when we arrived. Under the sink had cochroach droppings and dirt and the bathroom was dirty. The plates and glasses were not clean enough to use without washing them first. You could see that previous users of the cabin didn’t care about washing up properly.The bbq hadn’t been cleaned in a long time and had layers of cooked on grease. When we called the assistant manager Reece he started arguing with us instead of apologising. The windows were so dusty you couldn’t see outside clearly. The kids room was so small they couldn’t even put their bags in it, more the size of a wardrobe. The pictures used to advertise the cabin were deceiving as they showed 2 lounges in cabin when in actuality in 5 person cabin there is only room for one 2 seater sofa. Where do they expect the family to sit?The female manager is very rude and horrid. At checkin she didn’t even say hello but started raving on about kids wearing their helmets or else! No smile to welcome us and no apology when we advised her about Dead cochroach in cupboard. She basically told us we could leave but where could we go after travelling to get there with 3 kids in peak season?! I couldn’t believe how bad the service was in this resort. Never in my life have I met such rude management and even the beautiful location did not make up for this experience. I actually left 2 days early. Don’t let the advertising fool you...