Oaks The Entrance Waterfront Suites — Hotel in The Entrance

Comically Bad - Considers themselves a 4 Star Resort

Only reason it's not getting 1 star is because of the location.

I booked a 1 Bedroom Ocean View Loft. Upon checking-in I was informed that I had been "upgraded" to a 2br instead. When I asked why the random upgrade they explained that they overbooked all of the 1br's. As I stepped into to my upgrade, I noticed the musty smell and sticky tile floors. There was noticeable dirt/dust as this had clearly not been cleaned by the housekeeping staff but rather just tidied up with what I hoped were fresh linens and towels. The "whirlpool bathtub" was an absolute joke. However the shower pressure was okay. The TV on the wall was broken and had a smaller TV on a cart in front of it, none of the HD Channels worked and the standard def channels all shorted out every 5 seconds. The free wifi that was mentioned was nowhere to be found. I specifically paid extra for an ocean view and was met with a beautiful view of the parking lot next door in my "upgrade". When it came time to go to sleep, the bed while very large was quite uncomfortable and I found the couch to actually be a better spot to doze off. All of the furniture was old and there were some cigarette burns in one of the chairs, the freezer didn't work well at all and couldn't even freeze ice over night.

Finally, check out. I was informed that keys unreturned (yes cheap disposable hotel keys) would be an extra $40 charge. There was a laundry list of rules guests needed to follow in order to not have an additional cleaning charge on their bill which included: perfectly cleaning all dishes, making sure towels were hung up to dry, turning off all lights and electronics, shutting all windows, and making sure the A/C wasn't running before you left. It then occurred to me that my place probably wasn't cleaned as suspected and just flipped over.

My "late check-out" was "extended" to 11am as a courtesy (normal hotel check-out is 11am). I however needed to leave early so when I arrived at reception - which was 24hrs - at 8am I found to my surprise the gate had been lowered and there was a card saying that someone would be back in 5 minutes. Half an hour later after a small group had formed someone finally returned. I let the lady go in front of me who was just there to request a later check-out to 2pm, a reasonable request. They quite rudely told her their allotment of late check-outs was all booked up and that if they had one the latest they could give her would be an extra hour to 11am. Again verifying my thoughts about their understaffed housekeeping crew. I volunteered my slot. After deciding whether to spend another 20mins minimum complaining to the person working the desk about my experience I opted not to as I was already a half an hour late. To my surprise she didn't even ask how my stay was - perhaps because she'd learned not to.

By the way, they won't tell you but they charge $15 for parking while there's a closer garage owned by the council that's free.

Bottom line, if you're looking for a cheap experience close to the beach at expensive prices - this is your spot. Just be ready to stay in a place that clearly hasn't updated since the mid-90's, carries a long list of guest rules and petty fines/fees, is understaffed, has faulty appliances/technology, and doesn't even live up to half of its claims online.

Message to whomever may respond to this - please don't respond with, "making the manager aware of the issues", it's insulting and a waste of time. Instead actually ask guests how their stay was when they are checking out at a time most convenient...

Checked into a 1br room. 15m wait at check in as only one staff member on desk from 130 to 2. Carpet in lobby, lifts etc was filthy as mustn't be any cleaners on Sundays. Hotel nice but tired and old looking. Room is clean but instead of a facilities info book we're given a photocopied sheet of paper. We're supplied 2 towels for 2 adults and a baby for 3 nights and told it's $2 per towel when we request more. Toilet barely flushes in 220 leaving a rather revolting mess. Go to use phone and entire power cord missing. Go to use air-con, but no air-con remote and no batteries in DVD remote. Fridge doesn't close properly because seal warped. We go to reception who tries to fix while we're out but with no maintenance avail on Sun they instead move us to an ocean room which is lovely. Guy behind reception with accent is truly lovely and professional, lady seems stressed. View from room lovely but stepping onto balcony the entire screen door falls off and does so whole stay. Spa bath in bathroom is clean but jets don't work. Carpet and furnishings are worn and old looking. Despite restaurant in lobby, no room service is available. Fridge has 2 settings, warm or artic 😂 Pool lovely and clean. Patrons in hot tub sit in there smoking despite signs. Doesn't seem to be anyone checking the area to enforce. Back in room I notice there is no dot indicating the position of room on emergency evacuation plan which is  worrying as having a bub I like to know nearest exits. Rubbish room bin is overflowing when we take rubbish there on Tues night. Restaurant is reasonably priced. We have a breakfast and a dinner. Both are nice. Standard hotel fare. Coffee needs work. Again,  staff seem overstretched and understaffed. Despite this, they are really lovely. Good bed and pillows. Brilliant location. We were anticipating a 4star place based on reviews and the $220 per night pricetag. I'd give it 3stars. It has the bones to have been lovely 10yrs ago but now tired and worn out with much needed maintenance and refurbishment including the halls and lobby. First room was on 2nd floor. Second room was on 5th floor. Despite brilliant location I wouldn't stay again unless the place has a full functional and cosmetic makeover. It feels to me that the place needs some money put into it as it could be a really nice hotel. Advised about the door and fire plan on checkout. As we left we could hear another guest complaining that ''so many things'' had gone wrong...

I've never written a hotel review before- but this was bad enough that a month later I'm still thinking about my stay and wanting to warn others. The hotel itself was ideally located for the Rolling Sets Festival and is in a nice space for a holiday however that's where the positive experience stopped.

The rooms were not clean and much of the furniture had stains. I typically am not too fussy if things aren't new or modern, I just want it to be clean. The rooms were absolutely infested with cockroaches. The first thing we saw the evening we arrived and opened the door was a giant roach. We saw them consistently inside and outside our room at the hotel during our stay. There were roaches in all rooms were all different sizes (including small roaches) suggesting they are actively breeding in the hotel. The final morning of our stay we discovered that the fridge wasn't even secure from the roaches and found them living inside the food we had stored.

Additionally, the person at the front desk of the check in was horribly rude to my friend in the carpark and then again on check-in. He was insistent that we could not have two car spots despite it being organised months beforehand via phone and already paid for (we were checking in at 10:30pm in the evening and couldn't exactly put the cars elsewhere). We received a half-apology from this person who visited us up in our room a short time later (presumably after being corrected by his higher-ups). During his apology he mentioned that he was following the rules and mentioned not wanting to get in trouble from his higher-ups. The following day we got a sincere apology from another staff member who was lovely and was sincerely trying to make amends following a pretty awful check-in experience.

The pool has broken tiles and would not be safe for children, the spa water was yellow and the gym was not accessible.

We were really looking forward to our stay and thought the pictures looked great so were very disappointed to waste our money...