The Splash Bar - The Ville Resort — Restaurant in Queensland

During my recent visit to The Ville, I purchased a day pass to enjoy the pool with my three-month-old baby. I have stayed at The Ville several times but never purchased a day pass before. Upon arrival, I showed a staff member my pass and walked down to the pool area and entered through the glass gate. I then asked another staff member if I could change my baby in the bathroom. Upon changing I then went back through the pool gate and sat down in an empty deck chair to feed my baby as she was getting quite upset. Within a minute of sitting down a young male staff member named Arly approached me aggressively and raised his voice, causing other guests to take notice and watch the interaction. He claimed that I was breaching health and safety regulations by sitting in a guest area without permission and asked me to leave. I explained that I had purchased a guest pass online and had been instructed to enter through the glass gate. Despite my explanation, Arly insisted that I didn’t have a pass and that I immediately accompany him to the bar, stating that my online booking was not valid. Feeling caught off guard, I apologized and mentioned that I would join him at the bar once my baby finished feeding. However, Arly refused to leave and demanded that I come down immediately. This interaction left me in tears and feeling self-conscious and uncomfortable, especially since it occurred in a public setting whilst I was feeding my baby. Arly refused to leave my side and wouldn’t let me finish feeding my baby until I said three seperate times that I would come down as soon as my baby was done feeding. Arly showed zero regard that his raised voice was causing my baby to get more and more upset and didn’t care that I was struggling to feed and hold a conversation with him in unison. I then grabbed my bag and my child and walked down to the bar where Arly displayed further rudeness by rolling his eyes and turning his back on me as I was clearly holding back tears despite being the only customer waiting. After waiting for another minute, Shaun, the bar manager, offered to serve me after seeing that Arly had his back still turned to me. I told Shaun that I had a reservation but I was feeling really uncomfortable after being berated by Arly whilst feeding and actually was going to leave the venue with my baby. While Shaun was polite, I was disappointed with his handling of the situation as Arly's manager. Instead of acknowledging that Arly’s behaviour was not ok and assuring me that steps would be taken to prevent such incidents in the future, Shaun simply stated that there had been a miscommunication and implied I deserved to be treated that way as I had gone through the gate as instructed by another staff member to the pool entrance. He said there was nothing he could do and stood by his staff member who was death staring me during this entire interaction. I strongly urge all male staff members to treat patrons with basic respect and kindness, as I experienced a lack of both from Arly. The Ville is a venue I regularly dine and stay at but after this experience I do not feel comfortable ever returning to in fear of having to interact with this staff member ever again. I really hope that if Arly has a family one day him and his partner never experience the degrading treatment I experienced last Friday. Based on my experience, I advise women and families to consider avoiding this venue to prevent anyone from being subjected to the public humiliation and...

Stunning pool!

If you aren’t staying at the hotel, you can purchase a day pass for $30 with entry from 11.30 am until 3.30 pm. $20 is then credited to a card that can be used for food or beverages.

There is a large free outdoor car park across the road from the hotel.

We booked a day pass online the day before. On arrival, we paid for it at the bar at the pool - a pink lanyard is provided - the blue lanyards are for hotel guests. I was a little surprised to see that the majority of ppl had pink lanyards - if I was staying at the hotel I would be annoyed if I couldn’t get a chair because of the day passes.

It wasn’t very busy (wed) so we were able to secure two chairs in a nice spot. There are towels provided next to the one toilet.

The water did not feel like 28 degrees as advertised, but it was not too bad once you were in.

There is a QR code on the tables which you can use to order extra drinks and food. We had truffle fries which were good and a generous size. The Caesar salad was on the small size and was pretty average for $27 but typical of poolside food.

If we had come in a group, it would be a good idea to book the cabana area (4 ppl) $200. Would be difficult to get spots otherwise as the chairs are grouped in twos and there’s only a few places where you can lay down on cushions. (None of the cabanas were being used when we were there)

The entire area isn’t very big, however there is a lawn area at the front with benches and bean bags.

We had a very enjoyable day and I...

Would not recommend, arrived after seeing the bar open 20 minutes prior and it was closed due to not being busy. When I headed up to reception to speak to the manager she was rude, would not compensate and changed her response and said it was due to weather.. I have added a picture for reference.

I have flew up 3 of my employees to have a 2 night get away and this happens. Terrible service and management team for not...