Mantra Sun City Surfers Paradise — Hotel in Gold Coast City

PLEASE READ REVIEWS BEFORE YOU BOOK!!

Let’s start with something positive: +1. Facilities Hotel comes with 1 free parking space per room, and hotel has tennis court, swimming pool etc.

+2. Location Located in the centre of Surfers Paradise and has tram right behind one of the exits.

Now, let’s also state some other side of facts: -1. Room The room we received was really in poor condition. Felt like the hotel hasn’t enhanced anything after 2000. Walls have lots of dents, bathroom drawers are moulded, wardrobe hangers are stuck/missing, carpets are old and have stains, roller blinds have rolled with dead flies, dead flies on the mirror etc. Basically everything that you probably wouldn’t expect in a named Accord hotel.

-2. Potential Fraudulent Charges 1: Late Checkout Fee We were offered with 1h complementary extension on the checkout date by the front desk, and were asked for $40 when checking out within exact 1h. Then this fee was reduced to $20 when we mentioned we only stayed back for 1h, and were offered for free. The lady said no way, it was not possible and asked the name of whom offered that extension. Then she said we could get 1h free IF we sign up as a ACCORD MEMBER. We stated that we already are members of Accord, which was later proved correct as when she sent the signup link, we received a “reset password” email. We understand that it was a system glitch, but the attitude was terrible as if we were lying to dodge the $40.

-3. Potential Fraudulent Charges 2: Carpet Cleaning Fee We were told a day after check out that they need to charge $66 as the cleaner found a stain on the carpet. We were so confused as we literally almost just went back to the room and slept in straight every day due to our tight schedule of attractions. We then requested a photo of the stain, and it turned out to be a CLOSE UP photo of the carpet, with a random stain that looked like white paint dripped across the carpet. And they stated the photo was taken between a small gap of fridge and study table. That was a gap barely fit in a pair of shoes…. We then asked for a photo before we checked in, and hotel responded with:” why would the cleaner take photos if there were no stains?” Good point but why didn’t the cleaner clean the dead flies on the roller blind AND the mirror?? Why didn’t the cleaner clean the mounded bathroom drawer?? Or are they just trying their odds to send out random charges??

I understand that we are JUST a tiny nobody customer, but that summing up the above, we may not be staying in any Mantra hotels moving forward, and would have a second thought if we are staying with Accord or not.

Anyway, thanks for reading till here, and if you still feel like staying with Mantra Sun City, please ensure you take enough photos/videos that you could avoid any ridiculous...

Stayed in Room 1008B|I gave it 3 stars due to unhelpful staff. Otherwise, the location is good and handy with everything, just a walking distance, beach, restaurants, cafes, and tram. Especially handy when attending Promiseland Festival as Cypress Avenue for the shuttle buses is just 5 minutes or so down the road. The room was dated but spacious and clean with all the necessities as usual. Having flown in early from Perth, there was no room ready, which wasn't an issue as it was still an hour away before the official check-in time. I did say to the receptionist (she didn't have a name tag neither did she introduce herself by name) that I only have cash and happy to use that for guarantee when she asked for a credit card as I had withdrawn all cash for various use given these high surcharge fees and my card had no money left. She declined, stating they only take cards as per their hotel policy and asked if i can deposit the money into the account, which i advised i wasn't able to as it is an online bank. She then asked me to sit down whilst she went to consult her manager. She never did because 5 minutes later when I approached her to ask what the manager said about my case, she excused herself pretending to go looking for the manager and I would like to believe she never consulted any manager and just came back to fob me off with the same thing like before and even asking if I can use my partner's card instead. I left luggage in the store room. Returned later to check in after working something out with a bank card to use for a security deposit. Second receptionist (no name tag same as the first one and neither did she introduce herself by name), checked me in, and only mentioned 2 Pool towel vouchers. They never mentioned where the pool was or which way to get there and no mention of breakfast and where to get it (mind you, first time in this hotel). I had to even ask for directions to get the lifts to the room. There was no housekeeping that attended the entire 3 nights booked, and tea and coffee items were not refilled. When I tried to call reception, the phone was not working. I had to let reception know in the morning to get housekeeping to refill tea and coffee items. First and last stay here and already booked elesewhere for...

I contacted the hotel on 3 separate occasions to ensure that our room consisted of 3 king sized beds. I even confirmed during check in that the beds would be king and was assured that they were. We checked into our room only to find 2 kings and 2 singles. This was rectified fairly quickly.

The towel in the first bathroom had dirty hand marks all down it, light bulbs in the bedroom near the kitchen were blown, knobs were missing from the light dimmers and the range hood in the kitchen was soo caked with grease that it couldn't be used. The shower in the front bathroom was on a push button height adjuster which kept falling down when in use. I had to use it hand held for my first night. The fans throughout the room were caked in layers & layers of dust. The wardrobe doors in the front bedroom were difficult to open as the wheels wouldn't glide across the tracks. The vacuum cleaner provided left a horrible smell when used so we resorted to using a dust pan and broom to "vacuum". The tiles in the kitchen were cracked, the plastic drawer in the fridge was cracked and left exposed sharp bits of plastic ready to cut your hands if used. There was mold visible on the ceiling in the bathroom and the fan in the bathroom wasn't working. It was also caked with dust.

The Koastal Kitchen restaurant at the hotel was overpriced for what you got. The staff were slow at times. We waited for our waiter to come take our dessert orders at one point. He seated another family and informed us he would be right back to take our orders. Approximately 20 minutes later he returned and took them. We then waited another 30 minutes for our desserts. I turn around to see our waiter, another waiter and another employee having a good old chat and laugh near the front doors. I had to get up and go ask him how far along our desserts were. I was informed they would be out in just a moment and he went to go get them.

It was just little issues here and there that all added up and made our stay not as wonderful as I would have hoped. I travelled 12 hours by car for my hens to the Mantra Sun City and was left very underwhelmed for a hotel with a 4.5 star rating.

I have stayed with other Mantra hotels in the past, and I must say that I doubt I will be returning or...