The Esplanade Resort & Spa — Hotel in Lakes Entrance

Esplanade Hotel To the Manager

Writing in regards to our stay at your hotel 21st of April to the 23of April . Having read the reviews for your hotel and browsing through your hotels site we decided upon staying at your hotel . The main reasons for staying at your hotel was that after being on a camping/travelling holiday for the previous two weeks we decided to have some luxury for a few days and were looking forward to the services advertised at your hotel . Well to our suprise after checking in and paying (top dollar) we discovered and were informed that NONE of the services advertised were available !! there was no restaurant not even a biscuit in the room, no room service , no laundry service , no massage , no day spa , no iluka treatment centre in fact there was not even any daily service of our room! there was no Bar , not even a complimentary drink ! To add to this , the room was of a very poor standard , the sink was broken and cracked , the tap was loose and nearly falling out , the TV barely functioned with only limited channels working , the remote was broken with batteries duct taped into it. We were positioned next to a tumble drier that’s noise was so loud we had to play music (from our own speaker) to drown it out and try to get a decent sleep, all the more insulting considering we couldn’t do any laundry !! Advertising as a resort and spa offering relaxation therapy is a disgrace ! Understanding that you are short staffed and being respectful of these circumstances , one would expect that you would mention this in your advertising before accepting money off people ! or atleast offer your hotel at a greatly reduced price as you offer a greatly reduced service .. Extremely dissapointing to the point that it feels a deliberate false representation of your service and it almost certain you are taking money you know you don’t deserve !

Hoping for some type of response to this correspondence before going ahead and contacting...

We had stayed at this resort on many occasions previously and have enjoyed each stay and so again we booked for a 2BR Deluxe apartment, this time for 5 nights. We got given room 504!

Before we start reviewing please bear in mind the staff at this resort is really nice and friendly. What we are reviewing here is purely on room 504. The fridge had no compartments on the fridge door! All removed! Possibly broken, so no place to put our milk, drinks etc. Fridge seal was so old and broken that it literally fallen off. So most time it will stay open and won’t close properly.The maintenance guy came and saw this and took photos of the cracked, broken, fallen off seal.

The stove top also has issue. The large front stove top was faulty so useless cooking anything on that. The washing machine was also faulty wont work!!!. Had 2 maintenance guy looking at it, still not able to fix. Staying 5 nights without a washing machine was frustrating to say the least. The vacuum they provided in this room has reached its use by date!!!! It was sooo old and the vacuum head looks as though it will drop off any minute making it very difficult to use.

We previously stayed in room 414 and 415 on our other bookings as these are all 2BR deluxe apartments. We love it so much and really enjoyed our stay until this trip that changes everything for us with room 504.

Unless all of the above faulty items have been replaced (so old that it should be replaced and not fixed), we would recommend and advice people to ask and ensure they don’t get room 504 if booking for a 2BR deluxe apartment. Not worth your money!

Room 414 & 415 are great so these would be the ideal 2BR deluxe apartments to get. But given that we are not guaranteed to get a certain room when we book, we wont be coming back. Our 5 nights at room 504 was not...

This so-called “resort” is a major disappointment and undeserving of its 4.5-star rating. At best, it qualifies as a 2-3 star property. With years of experience in the hotel and resort industry, I can confidently say this place fails even basic standards.

Hygiene and cleanliness are unacceptable. The room, meant for two people, had just one tiny cream, shampoo, and conditioner—barely enough for one person. There were no complimentary water bottles, phones for requests, or slippers to walk on the dirty floors. The carpet looked like it hadn’t been cleaned in ages, the teapot and utensils were filthy, and I was bitten while sleeping, pointing to unhygienic bedding. Additionally, the bathroom lacked a bidet, reflecting both poor guest care and this country’s disregard for proper hygiene.

The indoor pool and spa area were dirty and poorly maintained, with rust visible everywhere. The spa felt lukewarm, feels around 28 degrees, as the jets shot cold water. Staff refused to turn up the temperature, citing “regulations,” though I’ve visited other spas recently where temperatures exceeded their ‘33 degrees’. This felt like a flimsy excuse for poor management.

The Wi-Fi was unsecured and barely functional, frustratingly unreliable even when “connected.” Service was non-existent, with unapproachable staff who offered no assistance, especially with no phone available in the rooms.

This resort fails across hygiene, amenities, and service. Its stingy practices and neglect make it entirely unworthy of a 4.5-star rating and an embarrassment to the...