ULTIQA Freshwater Point Resort | Gold Coast Luxury Apartments — Hotel in Gold Coast City

Lots of extra charges, poor service.

Would be good for a short term stay (2 or 3 days) or for ultra longterm (a month or more). We stayed 7 days, not an ideal choice of accommodation.

We traveled from New Zealand for my partner to attend a medical conference. I am a university researcher, who mostly works from my computer. This was booked through a corporate travel agent.

Upon arrival, we learned we were expected to have completed an online check in form. This form was sent while we were in transit and therefore we were unable to receive the email. We were told we would have to login to our mobile phones to complete this form. As we do not have Australian phones, our phone company charges us an additional fee for using our phones abroad. We were told we could not use the wifi for this until after we had checked into our rooms (as the wifi is room specific). We were left with no choice but to pay the international roaming fees.

Waiting in our room we had been given one each of dishwashing liquid and a washing machine tablet. As well as one shampoo, conditioner, soap and laundry powder. This was supposed to last us for a 7 night visit. We asked for additional consumables to enable us to keep the room clean, we were told we would have to pay for these. After a disagreement we were given an extra dishwashing liquid, dishwasher tablet and shampoo. We were disgusted with this policy, especially as the room would not be serviced during our stay. We understand not expending the cost of staff to clean our room, but if the venue expects us to keep the room clean, they need to provide those consumables. (I'm not sure anyone flies internationally with dishwashing liquid).

We didn't bother asking for more tea or coffee.

We also asked for additional coat hangers, as we were given only enough for one person (this was a work trip). Additional coat hangers took three days to be delivered.

Weekday reception staff were rude, and we were made to feel as though interacting with us was distracting from their more interesting tasks.

The receptionist told us that our requests are difficult becauae we had misunderstood the venue. She told us that this venue is simply a basic apartment for rent.

On Google advertisements, this venue is listed as a 4 star hotel. The Ultiqa website lists this venue as "full service appartments". Recently we stayed in full service apartments in Auckland, Sydney and Brisbane, all of which provided consumables (and extra on request) and lovely service. It is a shame that the Gold Coast clearly isn't concerned about the same level of service standards.

I would like to add the good too. The venue is beautiful, the facilities are lovely and well maintained. The cafe in the center, and the barbecue area, crated a lovely community environment with the very friendly and welcoming locals and pther visitors. The cafe staff were all lovely, even with a few technical problems (a grill was broken) they were still very accommodating and friendly. The weekend cafe staff were awesome, and were wonderful at helping us book our return to...

we booked two rooms - a 2 bedroom 2604 arrived 22nd december and departed 3rd January a 3 bedroom 2601 arrived 24th December and departed 3rd January

Both rooms were very spacious and had lots of room

room 2604 stained carpet - when we arrived the carpet and mat was very stained and needed a very good wash/clean or replacement especially for the amount you pay for the xmas period you would expect the flooring to be of good quality

room 2604 fridge - fridge is very small and old

room 2604 - Dryer - Dryer did not work we reported this 24th December and was not replaced until the 27th December

room 2604 curtain rails - 24th December reported that the railing on the curtains was broken in one room - repairman came to fix but could not and did no return - we had one window with no full curtain

room 2604 door missing - one door for the washing machine driyer was missing but this was advised to us when we checked in

room 2604 light bulbs - reported on 30th two light bulbs not working was replaced same day

room 2604 - arrived 22nd December and departed 3rd January - 12 days, given the amount we paid for the room our expectations on the room were not met at all and too many faults for our stay

room 2601 aircon - arrive 24th December and aircon was not working - repairman came 27th December to fix but could not and we did not hear back until we followed up on the 30th December asking when this will be fixed - aircon was fixed that afternoon 7 days without aircon which resulted in all doors and windows having to be left open which also resulted in the main door slamming with closing and other rooms complaining of the door slamming - we were asked to put a shoe in the door to prevent from slamming!!! if aircon was fixed we would not have had this issue

7 days without aircon is not acceptable, there were no notes on our room as to the aircon not working when we asked on the 30th!!! no compensation or anything offered but quick to complain about the door slamming

Receptionists were very helpful and very nice and did everything they could attend to for our stay - we asked for an earlier check in which the reception and cleaners did - very grateful and very happy with reception...

We were booked in by Beautiful Emma who was so welcoming & as we had problems with online bookin Emma was so understanding & helpful thank you.

Unfortunately when we entered our room 2314 it was very hot & stale smelling. Called Emma, who organised help with aircon as there was a problem getting cool air.

First night uncomfortable due to hard mattress. Contacted reception re extra padding over mattress. Also asked for clean blanket as the one in the cupboard was smelly & used. These were delivered promptly.

When I pulled down the sheets to put padding over mattress cover found mattress cover heavily stained & mattress itself faintly stained. Also the balcony was sticky & dirty & table & chair clearly had spillage.

Contacted reception again re same & house cleaners came up & said they have to notify supervisor. The bed was stripped & replaced with clean linen after inspection. Cleaned & mopped balcony & wipped table etc.

The shower door leaking each time we showed. I have reported this problem each time we have stayed, problem continues.

The hand wash over bathroom basin is too high for anyone with limited ability.

Dirty Cutlery in draw so I put all china, cutlery & glasses through dishwasher. TV hand switches needed wiping.

A suggestion provide some oven mitts for hot dishes & placemats for bench. It is very noticeable hot dishes have been placed on kitchen bench directly.

As it is self contained unit, some paper towel: salt & pepper would be much appreciated. Also provide more dishwasher tablets so we don't have the issue of dirty Cutlery & dishes.

These issues need stricter hygiene protercol to protect community from contagious viruses.

These issues are being...