Catalina Resort — Hotel in Sunshine Coast Regional

Appalling!! Would not recommend to anyone travelling to or through Maroochydore. Please look at the other options available. We stayed at this “resort” while travelling through Australia and had the most horrific time my partner and I have ever encountered. 1.) No power points-our only option for charging our devices was to use the 2 points available in the kitchen 2.) Wifi didn’t connect at all- we had to go down to reception and had to be given a completely different code altogether 3.) Dishes and cooking utilities weren’t cleaned properly- had both grease marks and finger prints on both plates and glasses. Only supplied with 2 small sachets of dishwashing liquid, no matter the length of stay. Requesting more is of an additional cost, so no wonder dishes weren’t cleaned properly. Very unhygienic. Great in the midst of a pandemic! 3.) Table tennis is advertised as an included option, but all the table tennis balls were broken. 4.) Very limited reception hours on the weekend, therefore you are left high and dry if you need any assistance. There is an emergency number, however what classifies as an “emergency” is not listed or specified, however the costs incurred is, which makes it extremely confusing as to what warrants emergency assistance without incurring a personal fee. 5.)Mould all throughout the shower and skirting boards in the apartment, when I addressed this to management upon leaving I was told blankly and to my shock that i was lying. I presented photos to the manager and receptionist who were both extremely hostile. Instead of an apology (I assumed standard and decent consumer service) we were told quite abruptly we should informed reception sooner. Bit difficult with their limited opening hours, nor did we feel is was our responsibility to constantly run down to reception with issues like it was a full time job on our holiday. 6.) We did need assistance because the shower pipe blew on a Sunday afternoon (reception closes at 12pm). Therefore, my partner and I weren’t able to shower in our room until reception opened again Monday morning. As mentioned above what warrants an emergency call without a personal fee is not specified in any of the provided information we received. This left us very confused as to what to do. We didn’t want to risk the personal fee, so waited until the Monday. Naturally, we were annoyed and disappointed in our experience thus far, and expressed so to reception. Only to receive a cold demeanour and rudeness from the reception staff. At first we were presented with limited solutions (no compensation, no offer of moving rooms, no management appearance). We then had to press the matter, and were offered the solution of using the public swimming pool showers, which was completely unacceptable and the remarks of “we didn’t do it on purpose” “not our fault” in a hostile and rude manner! In the end the “resort” handyman came to fix it, and within the half hour of us lodging the issue. However, that meant we could not begin our day until this happened- not really the responsibility of people on a holiday (again no apology, no compensation). 7.) Evidently, my partner and I were quite rattled by the overall experience we had received over our 4 day stay at Catalina “resort” and upon checking out we wanted to address the way we were treated and spoken to, especially by the head of reception. We informed her that were didn’t appreciate her manner and maybe it might be wise to reflect on her customer service in the future. We again received eye rolling, pulling faces, and hostility, so in turn we asked to speak to management, to hopefully pass on our feedback to someone willing to take on constructively and for further improvements. Instead of diffusing the situation and listening to our experience we were presented with the same hostility. We were spoken over, dismissed, and told we were aggressive! We were made feel unreasonable for expecting functioning services. Would not...

On the positive side, our ocean views were fabulous, the facility clean and well-landscaped, the kitchens adequately equipped, and the beds comfortable. There are two excellent restaurants -- a breakfast place and a Japanese place -- right across the street.||Overall the place is a bit time-worn, and our unit was poorly furnished and poorly lit.||But it's the management vibe that's so off-putting. Guests seem regarded not only as a necessary inconvenience, but as an actual threat. The place is a maze of card-access security points, and it's teeming with signs that prohibit certain behaviors or threaten hefty fees for bothering management at inconvenient times. We were allocated only one "activities card" as a family, so we had to move as a group or rendezvous by phone. The basement parking spaces have one number on the wall and another number on the floor, but nobody tells you when you check in which number is relevant. You also can't exit the lot once you've checked out and turned in your cards, but nobody tells you that either. The pool table is coin-operated. The ping-pong table has a terrible net, terrible paddles (three, not four), and a single terrible ball. We're always grateful for a place with a tennis court, but with no windscreens or lights, it's...

In the past my family and I have stayed at Catalina Resort and loved our little escapes. Our most recent booking was not at all what we have come to expect from Catalina. We checked in a little later (maybe around or a little after 4) unpacked our car and three children and then started to set up for our holiday. Once unpacked we sat back on the couch and realised there was a smell, we looked around and noticed the apartment was very dirty, not only was it smelly but disty, mouldy, the furniture and walls had food splatter on them. The aircons werent working and were also very dusty and the sheets were stained. When I told the reception about it they said they could get a cleaner in tomorrow (apparently it was to late). My partner then spoke to them saying we cant stay the night, in that mess, they then refunded our money and we were left with three children on the sunshine coast just before 5 to find new...