Phoenician Resort — Hotel in Gold Coast City

Attention all travelers! Doesn’t even deserve any stars !!!!! I want to warn you about the Phonecian Resort Broadbeach. This establishment is not what it claims to be. Despite their 4-star rating and attractive online photos, my recent experience there was a nightmare. Upon checking in, I was charged an extra $200. When I got to the room, I was shocked and disappointed at the dirty, old and uninviting accommodation. The bed sheets were stained, the mattress was overhanging the base and the drawers were full of miscellaneous rubbish. When I requested a room change, the reception only offered a refund, which was not helpful at all as it wasn’t an instant refund

To make matters worse, the room had a terrible mildew smell, an outdated and dangerous shower over bath situation with a stained tub and mould. The bed was uncomfortable, and the overall place did not meet the standards of a 4-star establishment whatsoever. Despite booking directly with the resort, the experience was disappointing, and I regret spending any money there.

I requested a full refund, including the security deposit, which took over a week to process. The management has been unresponsive, and I am disappointed with the lack of attention to my request. On top of that, the reception staff was rude, and when I mentioned my uncle had owned apartments in the building, they laughed at me. My uncle had invested in renovating his apartments, and he had told me about the nice apartments in the building. However, I later found out that the apartments had since been sold. I suspect I was given the worst possible room on purpose due to my last name. Reception even made a comment about the name connection, and I asked them not to hold anything against me as we are separate people.

I would not recommend staying at this resort. The management needs to improve the facilities if they want to continue charging the amount they do. They need to improve their customer support and transparency with their customers I’d suggest a new board of directors. Also the ACN on their invoices is invalid and the ABN leads to RAM (QLD) PTY LTD & The Bloor Trust & the phoenician unit trust let’s hope the ACCC and QLD fair trading investigate the misconduct of this establishment as it’s pure...

Bought a package saying 3 hours of pampering. What we got was waiting and rushing in less than 2 hours. 10 minutes of waiting and filling in forms, taken to locker room to change into my dress as the largest size in their wraps were a .....put it this way met a girl in one of the rooms that was a size 10 and it didn't fit her she needed a towel to wrap around just to cover the rest of her. Buy the time they got a new one for my sister a large she needed a towel too. YOU NEED TO ADDRESS THIS PROBLEM! My lady was loverly but body scrub in 3 minutes. Put on one wipe...no rub, in shower. And when you say a full body scrub you expect a full one ....I have a front!!!!!! Rub some butter in 5 minutes, facial was nice but again on off on off god forbid it might soak in and do some good. Head rub while something was on my face 50 minutes in total. No special Eye cream which was on the list. Got dressed go to a room without enough seats to sit and were extremely uncomfortable was I laying down or sitting up??? Waited about 15 minutes for water to come for foot soak, cold Got a new one Luke warm. Another 10 before someone came to do rub again salt on then off then moisturiser on maybe in total 10 minutes and I had to then wait for my sister to get hers. Then to change room 10.30 am start in room 12.35 pm. Ok we didn't have the sauna but that doesn't take 55 minutes and if I was to take off all the time wasted sitting an waiting I got justice an hour treatment time. Worth the money yes because we gotta bargain! Would I do the bargain again NO would I recommend anyone to go to this day spa NO AND NO! Not until they update and update oh and update and redo...

Only giving 3 stars due to a staff member. Everything else great for location and walking distance to restaurants bars and the beach.

The room checkout was 10 am and we feel this could be at 11 as we had to clean up and dispose of our own rubbish bags and all the staff would have to do was changed beds and clean shower.

When I asked about storing our bags in the luggage room in checkout I was told curtly by Julie at the desk that yes we could store our bags but we’re not to “ keep coming and going to the room”

On the morning we stored our bags she told us to be quick and we felt very rushed, she stood at the door saying hurry up as I have the desk to attend to , even though the lobby was empty and it never seemed busy ever. This caused us to panic and not put all of our bags in and we ended up having to lug a heavy shoulder bag around for 5 hours.

When we returned to collect our bags Julie asked us did she give us a day pass. This was never given to us as an option by her and we are disappointed that we were not given this option by her as we would have been able to feel less rushed. We also heard her yelling at a man one night about parking his car. For $1300 for 4 nights we feel we could have been treated with less rushing and been able to have the room until 11am. Many hotels now have an 11 am or even 12...