The Islander Noosa Resort — Hotel in Noosaville

We have stayed at this resort for the better part of the last 15 years, and unfortunately this year will be our last due to the unprofessional behaviour of the reception staff. We had an incident this year that was apparently enough to get us barred from the resort. Me and my partner were planning on joining the rest of my family for a relaxing family holiday at the Islander Resort, which we have done for more than a decade. We arrived at the resort later in the afternoon, knowing full well that my family had checked in earlier in the day. What wasn't known to us is that our names were not mentioned on the check-in list, as we weren't present at the time of check-in.

Upon arrival there were no parks available in the visitor parking, so we parked in a position that wasn't blocking any vehicles from passing and made sure there was more than enough room for the cars parked in the driveway to exit safely, until we could unpack all our belonging into the unit we had been allocated to. Upon returning to the vehicle, we noticed a letter on the windscreen advising that we had to park in designated vehicle parking, at which point we noticed a spot available and took it.

The receptionist 'Cathy' immediately became hostile once she had discovered that me and my partner had not checked in. I apologised for the fact because it was completely unknown to me that we weren't mentioned on the check-in list and we came to reception to fill in our details. Cathy began berating and belittling us, we stood there and copped an angry rant from Cathy for a simple mistake. We were very understanding of the issue and how serious it was during COVID, but she continued to scold us and almost brought my mother to tears. She then insisted that we were being rude because we were telling her to calm down and that we understood the message she was trying to get across to us. We filled in all our details; all the while being yelled at by Cathy. She blamed my mother for us parking our car where it was apparently ‘blocking driveways’. Though we saw a car parked in the exact same spot on the way back to the unit from reception with no note. She then told us ‘there is no visitor parking’ despite being told for more than a decade where our 'visitors’ could park. When asked for a copy of the terms and conditions so that we could make sure we didn’t break them, we received no response and were left in the dark. I informed Cathy that her best plan of action was to place signs at the entrances to inform visitors that they must check in at reception, to which she snarled and re-commenced attacking my mother for something that clearly wasn't her fault. She was very frantic and didn’t like being told how to run things, almost certainly a power-hungry personality.

When we went to re-book our stay for 2022, we were told by another receptionist that there were rooms available and they were processing our booking. We received an email later on from Cathy advising us that she was banning my mother and any other of her extended family for an incident that didn’t involve any of them at all. In her email, she says we claimed we were ‘above the terms and conditions’, which is completely untrue.

It's a terrible shame that over a decade of enjoying the resort and its facilities and seeing it grow, it has been brought to its knees by a receptionist's personal vendetta. The majority of the staff are very friendly and accommodating, but Cathy does not belong in the customer service industry in my opinion. The way she handled things so personally was very unprofessional. We were banned from the resort after 15 years with a total of 0 guest complaints and 0 warnings over such a simple oversight. We are still yet to receive a copy of the resort terms and conditions.

There are a number of reviews that reinforce this exact situation, so it's obvious that this happens on a regular occurrence. We sincerely hope the owners of the resort can resolve the...

My family stayed at the Islander Noosa Resort last week and had such a terrible experience that it left us with a very sour taste at the end of our holiday.

Unfortunately our 3 year old wet the bed during the middle of a day nap. I explained immediately the situation to reception and was very apologetic about the hassle. The owner, Cathy, was so angry and condescending towards me, she said they were going to charge me close to $200 to wash the sheets and sanitise the mattress! Before the incident, I was informed by management and also checked that there was a waterproof protector on the children's beds, which I physically confirmed was the case upon arrival. After the accident, the protector in question was deemed faulty, by Management, due to previous holiday makers, "putting them through the dryer when they shouldn't have." The resort owner Cathy's view was, "It is not our fault that you put your baby on the bed and she did a wee on it." She also mentioned she was charging us for a bed spread that wasn't anywhere near the bed when the incident happened! This was confirmed by the other manger who arrived at the accident, they then took it away without returning it. The customer service here is not family friendly at all and they are not helpful in anyway. If you are a family,

I would highly recommend staying elsewhere as children can accidentally damage things and this place will not go lightly on any accident that may happen. I have seen all the reviews about Cathy and the poor service that this place has, all of which are replied to by Cathy trying to cover the disgraceful service!

We told many local people our story and we had a lot of feedback that they always hear the same thing about the place, and in particular how awful the Management and customer service was. So it is not just us unfortunately.

We will be advising all friends and family to stay well clear of this place when they visit Noosa which is a shame. Now we are left $200 out of pocket for something that we believe we shouldn't have had to pay that much...

Got off to a shaky start no aircon in the 2 bedrooms only in lounge and our apartment was on 3 levels it was like being in a sauna. Reception said no other room available and the apartments are privately owned and they cant make the owners fix aircon. Cant belive i had to debate this with them i booked apartment with aircon they advertise aircon if they cant deliver then they should advertise correctly and i would have booked else were. After much debating they found a 2 bedroom apartment with aircon in both rooms. Wasnt going to let the bad start ruin our holiday location fantastic facilities great rooms a bit outdated but expected this for the price we paid.

Thanks team for responding and yes your team did work hard to move us but lets recap Phoned reception to advise no aircon in master room which was placed in lower ground. Your team confirmed air con ventered down from lounge aircon. Turned on air con in lounge to find vent in bedroom was not working. Had to call reception again , House keeping arrived to test and confirmed not working. Housekeeping Advised Air con only working in third floor which happens not to be the master room. Had to call reception again as aircon not working in spare room. Housekeeping arrived tested and confirmed not working.

This make me undetstand that you did believe you were providing a unit with working aircon in both ro0oms. At this stage another room was found. Yes precisely my point unbearable heat that week which actually has no bearing on the standard of the air conditioning in that particular unit and the length of debating that was really unnecessary. Would also like to bring to your attention spoke to 2 other guests who confired both there 2 bedroom units had aircon in both rooms in...