Imperial Hotel Gold Coast — Hotel in Gold Coast City

Once celebrated as Australia’s first - ever luxury branded hotel, Palazzo Versace was a fashion icon of luxury and elegance. Its transformation into the Imperial palace marked a pivotal moment - a chance for the hotel to reinvent itself and redefine its identity. Sadly it seemed that the opportunity was missed. Instead of embracing change and elevating the guest experience, it appeared the hotel chose to lets its potential slip away.||Starting my Hotel Tour in the Gold Coast my first stop was at the Imperial, the grand entrance was truly stunning, boasting an Italian - inspired design that immediately caught the eye. A large crystal chandelier hung majestically above, perfectly complimenting the luxurious gold accents throughout, creating an impressive first impression. Upon check-in I was somewhat left with an underwhelming first experience. No information was provided about the Hotels amenities or service and the process felt rushed and unwelcoming.||My room was delightful offering stunning views overlooking the pool, making it a peaceful and relaxing retreat. The Italian inspired decor was charming and elegant, creating a warm and inviting atmosphere. I decided to start my journey around the hotel by visiting the gym, I was met with the corridors torn - up carpets that created an unsettling and neglected feeling, which detracts from the overall ambiance of the space. The gym was closed due to water damage which was not mentioned upon check-in, however I was determined to over look a minor inconvenience. ||I woke up fresh the next morning ready to seize what the Imperial had on offer. The breakfast buffet had a wide variety and plenty to offer, whilst the taste was a delight the visual presentation fell short of a five - star restaurant. In fine dining presentation is almost as important as flavour, and unfortunately some of the dishes lacked that polished, upscale look that elevates a meal to the next level. The pastry buffet in particular could benefit from from more elegant display arrangements and better attention to detail rather than an over-site of uncovered wires giving the feel of a workers bench top, than there is the health and safety element that is overlooked when milk is left out for guest to help themselves to with no means on the proper guidelines on keeping it cold and within safe temperature range. I did some investigating journalism when seeking out answers with staff and was met with answers like “ Management know they just don’t care and told us not to care”. Seems like employees have lost their passion due to their employers - sadly speaks volumes.||When it comes to traveling there is no budget constraints, I fully intended on indulging in a relaxing day by the pool, my experience was unfortunately marked by frequent inconveniences that diminished my overall enjoyment. Each time I sought a drink, food or towel I was required to leave the pool area and walk to the lobby lounge, which was both time - consuming and disruptive to my relaxation. This inefficient setup not only affected my comfort but also resulted in missed revenue opportunities for the establishment. Regrettably, it appeared that guest convenience and a seamless, five - star experience were not prioritised by management.||Your Hotel summary is very misleading - it quotes that you have multiple award winning restaurants, however you have one operating restaurant and one lobby lounge that seemed to be sectioned off and operational only to Management and not your Guests. Most your outlets like Vanitas and your wellness centre has been closed almost as long as your hotel has been operational. Furthermore the claim that the property is one of the worlds top 5-star resorts in inaccurate and misleading.||My final assessment of the Hotel is that it would greatly benefit from new ownership committed to delivering true 5 - star service. The current management team appears to lack the responsiveness and solutions oriented approach expected at this level, often providing excuses rather than addressing issues effectively.|I strongly encourage a review of the hospitality and tourism 5-star code of conduct guidelines, as adherence to these standards is essential for genuine excellence. Additionally, listening attentively to employees who are a reflection of of their employers values and treatment - is crucial.||Revitalising the passion and commitment within the team will not only enhance guest satisfaction but also positively influence online reviews and overall reputation. Good...

We arrived end December 2023.

TERRIBLE CUSTOMER SERVICE. The concierge was an old man. He looked grumpy, not even a smile. The lady at the reception was serious. She smiled a bit but it was a 1 second smile. We did not get a welcome drink but until I mentioned to the lady that at the Marriot JW hotel there is a person exclusively to welcome people with a drink. We paid the New Year Eve at the IL Barocco RESTAURANT. When we arrived there was not music and 0 entertainment. We paid for the dinner thinking the hotel would have entertainment. Unfortunately, there was anything. Also we wanted to HAVE DINNER IN THERE ON A DIFERENT NIGHT BUT THE MENU IS VERY LIMITED AND AGAIN NOT KIDS MENU. During New Year's eve at the hotel. We thought for sure it will be live music, possibly a full group of entertainers, Music, entertainment for the kids. Unfortunately, there was not anything. but only a 5 minute show (2 people near the pool 5 mins show and a 2 mins firework waterfall) BUT there was not Fireworks at 8pm for the kids to enjoy. Our kids and all the kids who were staying at the hotel were very disappointed and were asking the staff of the hotel for the fireworks. The staff said the fireworks would take place until 12am. We thought o.k for sure they will play some music. Unfortunately not music but only a boring pianist. It was the most boring new year eve we have had in our lives. All people were complaining about the service and the lack of customer service and entertainment. DON'T GO TO THIS HOTEL. DONT GO TO THIS HOTEL WITH KIDS. This place is not a kids friendly. there isn't any activity or entertainment for the kids. Prior to this hotel we stayed at Marriot JW Gold Coast. Marriot is the best hotel we have stayed in all Gold Coast. The customer service is excellent and your kids will have a blast. POOL SERVICE: We arrived and booked a cabana which included 2 cocktails, pizza, a plate of fruit and sunscreen. My husband a I decided to order extra drinks. IT TOOK 35 mins to get our drinks. Then I ordered fish tacos. It took 55mins to get 2 fish tacos. We thought maybe this is a one off but unfortunately the following 5 days were the same. Another frustrating thing was NO MUSIC IN THE SWIMMING POOL. It feel like being in a swimming pool for retires. We chatted with many people during our 6 days holiday and everyone complaining about the lack of customer service, the long wait for food and drinks and the lack of music or entertainment. The pool staff are nice. I could say they are the nicest staff in the hotel, BUT still with very slow service. HOUSE KEEPING: we called them several times. they did not vacuumed the floor of our room. Then they did not left shampoo and conditioner in the room. One day we could not open the door. Unfortunately, my 4 year old son wanted to go to the bathroom. The lady who cleaned the room locked the room from inside. We called like 5 times for different reason. I have to accept they were good and responded to our queries. OUR ROOM: Our room was good. I saw reviews about the rooms being old etc but out room was really good, big, we love it. Also a thank you for Glenn who took some photos of us outside the hotel. Thank you Glenn. He was amazing and friendly but not like the old man who was in there the first day. Swimming pool. SUNBEDS. Terrible experience when we arrived AND THERE WERE NOT SUNBEDS AND SOME PEOPLE INCLUDING US SITTING ON THE FLOOR . WOW paying thousands to stay in that hotel to end up sitting on the floor because there were not enough SUNBEDS. CONCLUSION: GO TO Marriot JW or Sharaton. The service is way better. THIS HOTEL NEEDS A whole renovation. That big pond you have close to the swimming pool should be an infinity pool with a pool bar. What a waste of space your big and little ponds. We are paying thousands to stay in that hotel. I am sure i would have got a better customer service in one that cost $100 per night. A shame of customer service, Lack of entertainment, lack of music in the pool, not entertainment for the...

We went to this hotel for a 10 year anniversary the room had no Internet. The Foxtel wasn’t working. The phone wasn’t working. We couldn’t get the TV working. The bed wasn’t bolted to the wall properly. We asked reception to help us. We had to wait four days to have a meeting with Sarah the night before we checked out at 10 o’clock at night she was gonna upgrade our room. Our whole experience was terrible. We were lied to by the manager every day we asked for help they refused to help us. We had to use our own mobile phone to ring the hotel. We waited four hours to get ice sent to our room. They still never sent it. We had to go downstairs to get it and they just looked at us with a poker face and didn’t care less. The manager offered to rectify the situation her name is Sarah. She did nothing but lie to us when we checked out of the hotel. She asked us to email her and then she just ignored us. We booked this so-called five star experience through Luxury Escapes and we got treated like we were in a one star hotel. All they cared about was the money and the manager. Sarah was so comfortable to lie to us she even said I take full responsibility. I can see you’ve had a very bad time here and I will fix it for you the night before we check out at 10:30. We were absolutely at our wits end. She offered us a bottle of champagne as if we want to champagne on the night before we’re checking out when we’ve been there for three previous nights and she deliberately strategise it to be that way absolute joke and a very dishonest manager who is very comfortable to lie. I can only hope that when she travels she has the same experience and she can see what it’s Like very very very disappointed even luxury escapes so it’s appalling how they treated us as a Lux member. it was unacceptable and the hotel did not care less. We ate at the hotel. We bought high teas at the hotel. We had cocktails at the hotel. We spent good money at the hotel and we got treated like dirt. We drove six hours to get to our destination to have the anniversary of our life. I need to be treated like pieces of dirt. The manager Sarah said the hotel was one down and they had no intentions of fixing anything be very careful and do your research before you book this hotel or you do business with the manager Sarah because she will very easily lie to you. They delete the comments of Instagram anything negative gets deleted straight away. Be very careful folks with your good hard earned money and where you invested for a holiday they claim this is some five star experience only to get a one star experience full of lies and excuses. I hope you’re very happy Sarah wrecking our 10 year wedding anniversary. You could’ve upgraded us the first night and put us in a better room, but you did not care less. You didn’t do one thing to fix anything but kept making excuse after excuse after excuse and I have all the emails to prove it and the conversation we had while we’re having a high tea when you come and sat with us and said I’m very very sorry I’m gonna fix this. It is my fault. I haven’t trained the staff properly. I take full accountability. You are the best person I’ve ever met at giving lip service. You should not be a manager at a hotel and your service and your lies were inexcusable and you were so comfortable being that person and doing that but you have to sleep with the way you treated us at night and karma is such a loving mirror. We told you the safe didn’t work in the room. The lady didn’t come in and make the bed you said I’ll personally go up there. Make the bed you did not go up. Make the bed. You comfortably lied. You comfortably looked at me and my husband in the eyes and lied and lied and kept the lies going And you blamed your staff and you promised to fix it when you had no intention of doing any of these things you need to work on...