Mantra Twin Towns Coolangatta — Hotel in Tweed Heads

Unfortunately, I made a mistake during booking an accomodation online and booked it to the same night. However, in my booking I had specific notes detailing day/time I was going arrive and the special occasion. As soon as I noticed the mistake - less than 10 min later - I sent emails to all channels I could find online.

As I was working remotely, didn’t have reception, just the very droopy wifi for the accomodation. I related all of that in my emails and said I could prove I wasn’t on the GC (in order I needed to prove my reasons were genuine and I wasn’t just a person who booked and changed the mind at the same night). My emails were not responded at the same night and took me two days to receive a straight answer from the accomodation and almost every email/call would led me to another person. I heard today that even though the reservations team tried to speak in my behalf, no date reschedule, refund (what I didn’t even ask for) or credit could be offered.

I understand the hotel has the procedures and policies, but I’d have thought that a honest mistake and a less than 10min gap would have been understandable. I would also have thought that staff when checking the booking or “no-show” of a guest, would have read the notes, and in this case, realise there was something wrong in the booking as I wasn’t planning to arrive at night, then being a bit more professional and proactive.

Also, very confusing to know which team or who to talk to, but as I read below, communications issues may be frequent.

For me, besides the non-refundable and not-used-for-anything ~365 AUD for a night, it’s only left the disappointment for the lack of understanding and poor customer service and to accept that some hotel management may be seeking more the money than happy and potential loyal/ongoing guests, and that the fact I have mentioned that this was my secured budget for a treat in my partners birthday, may have given the impression I should have been able to stay...

I had a weekend stay at Mantra Twin Towns and stayed in room 1448 in the Harbour Tower. I chose the Mantra and paid the money I did because I wanted a nice apartment to stay, well I didn't get close to that unfortunately. On arrivial at my room I was blown away how run down the place is. I paid big dollars to stay at the Mantra for the weekend and got very little for my money. These are the issues I found unacceptable The unit had a old musky odour The Carpet is well pass replaced The dishwasher didn't work and pumped water over the floor Down lights are out in the bathroom There was no room service on the 2 day stay Tried to give the towels a wash and the hot water input on the washing machine just dribbles in so had to fill it with a bucket The whole unit is very tired and run down, the toilet role holder is about to fall off the wall. The lighting is very poor in the kitchen, time for a led upgrade. The Carpet is in need of a good vacuum out in the hallways of level 14 There is a power point very lose and about to fall off the wall in the C2 level of the Carpark outside the lift and when I told a staff member of the electrical hazard they advised 'it was normal for here' I found the lifts very noisy, unsure why they make the noise they do, possibly another maintenance issue.

I did find the bed very comfortable and the hot water was hot with good water pressure. The apartment had a great view of the ocean.

I raised my concerns with reception and was told they have no control over the condition of the apartments as they were privately own. Mantra management should refuse to let out these apartments when the owners won't do any maintenance and are in this condition. I certainly didn't get what I paid good money for, very disappointed. I certainly would have stayed else where if I knew how run down...

Our room on the third floor smelt of stale smoke and three of the power points in the room didn't work. It was neat and tidy and although items had been removed (Covid) and it was a little empty - they did let us know this was procedure during current times which is fine.

The lady I spoke with about the booking on the phone and who greeted me at the front desk was excellent. Friendly and very helpful re booking and the fact that my partner was coming from NSW and I from QLD.

My partner had to leave early for work so I thought I'd at least try to make use of the brekky voucher. When I went down stairs, no one was there so I took a few steps into the dining area and was barked at by the lady working there. She told me to move 2m back to where the sign was without a greeting, smile, or anything. I moved back and she then demanded I show her ID. I told her I didn't know I needed it and showed her a scanned copy of my ID on my phone to which she sighed at and told me I would have to sign in manually. She was looking over my shoulder as I signed in and when I wrote my address in Currumbin QLD, she looked at me and said "are you even allowed to cross the border?". I would have assumed that someone working literally ON the state border line would have been familiar with who is and isn’t allowed to cross the border. But to be honest, it was more her tone and the way she spoke to me that I was so taken aback with. I didn’t want to stay and be subjected to her terrible customer service, poor attitude and less than adequate knowledge of procedures. I understand Covid has put strains on people nationally in a variety of occupations and situations and I am not usually one to leave comments but for people who work in hospitality to have such poor ‘people skills’, it really blows my mind. We won't be...