Sarayi Boutique Hotel, Palm Cove — Hotel in Palm Cove

Don't book! I'm still in shock with how we were treated. We had booked a Mountain View apartment 6 months in advance. When we arrived, we were put in a standard room. The manager said there were no apartments left. I was disappointed, but assumed we'd be refunded the difference and we'd get on with our holiday. We never saw anyone at reception for the week we were there and no one responded to my emails. When we checked out I asked about the refund and the manager was so smug and rude, and wouldn't correct their error. We tried explaining several times why we reasonably expected a refund for the difference between a standard and mountain view room. We had rescheduled our booking due to covid and had received a confirmation from the hotel for our new dates and room. She said the confirmation her hotel had sent me was vague. I was stunned. She also says she couldn't refund because she didn't know how much we booked our room for. How is that possible or a reasonable reason to keep our money. She simply was frustrating the situation until we had to leave for the airport. I'm still in shock from her actions. I wanted to holiday local, show support and all that, but I completely regret staying at this run down, unserviced hotel. I don't think I've ever had such a horrible customer experience. The photos don't show just how unkept the place is. The restaurant downstairs is hordered off and is just a storage area. The roof top has old hospitality equipment stored on it and patio furniture that is ready for the dump. Definitely not an area to sit and relax. Everything is grubby and in need of a deep clean and paint. I'd recommend going with any of the other hotels along the strip, you'll at least have the...

Honestly I don't know what to say. The staff that were on reception were lovely and incredibly welcoming/helpful. The rooms are pet friendly and allowed my dog to stay with me in the room. Location is excellent, right on the beautiful Palm Cove Esplanade. Next to the local store and close to all do the great dining options that the area has to offer. Short walk to the off leash dog beach area too. The room was okay, quite dirty and outdated, but the bed was comfy and the room was a decent size. Limited supplies in terms of cutlery. I think I had 5spoons and a fork. That was it. They did supply beach towels.

Now, unfortunately the negatives... Had been trying to get a hold of someone at the motel for 4 day's leading up to my arrival, wanting to clarify something. These calls either just went unanswered or to after hours. Eventually I tried the after hours and they weren't able to help (which is fair enough, they are only there for emergencies). I got to the reception desk at 2pm. No one was there and a note on the counter said they would be back at 3. Turns out only the one as staff member is on at a time. The motel is very run down and needs a lot of upkeep. Overall, not the classy place I was expecting looking at the photos online. I was quite disappointed... But at the end of the day it's location made up for the flaws and the fact I had a comfy bed to sleep in.

There aren't a great deal of pet friendly motels in the area. So I would probably stay here again if I had too... But would also prefer to spend a little extra money and stay somewhere nicer.

I can't thank the lovely girl at reception enough. She is really too good...

STOP!! I highly recommend not booking here. This was the most poorly managed hotel I have ever stayed in. My wife and I booked an ocean view room with spa vacation here for a week through Webjet with a special deal. However, once we arrived, the hotel claimed we booked a regular room and after 4 hours of dealing with the very kind and patient receptionist but very rude and inappropriate manager (on the phone since she refused to come in and deal with it herself), we ended up having to take that regular room despite having a pdf documenting the ocean spa room. Very frustrating! The manager was clearly not service oriented and would not even speak to us about working the problem out or coming to some in between agreement. Once there we realized quickly this was an old hotel that has not had any attention to upkeep at all. The water was boiling hot from the sink and would easily scald skin if not careful. The ceilings were cracked, the decor was minimal and old, and the door handle was a fire hazard as it took time to get it to unlock both on entry and exit. The entrance was being renovated but looked like the boards were old, as though it has been months or years like that, very drab and uninviting. Amazingly enough, there was only one staff member for the hotel that cleaned and tried to register us! A maintenance man was around and tried to be helpful as possible. At night after 4pm, there was no one there but that maintenance man - no signs posted as to what to do if you needed something in the evening! Overall, I would highly recommend you stay clear of this property until it is renovated and under...