Oaks Hervey Bay Resort and Spa

This was our first time here and I think we will visit again. The apartment we were given was beautiful, it had a heated pool, a couple restaurants downstairs, a few minutes walk to the jetty and lots of touristie things to do within 5 minutes drive. Great friendly people everywhere we went. Great food at every restaurant we went to, which was a lot, and reasonably priced too. Fantastic, definitely recommend Oaks Hervey Bay Resort and Spa.

We stayed here for four nights and after the first night we found out that two beds were severely infested with live bed bugs. It was disgusting - there were droppings all over the pillows, red spots where the bugs had been squashed in sleep, and at least 4-5 live bugs in each bed. The resort did the bear minimum which was changing us to another room (only after two requests). My children and mother had bites all down their legs, arms, around the waist line that stayed and were incredibly itchy for weeks. As this ruined our holiday and caused extreme physical discomfort to my family, and the resort refused to do anything more - we involved the office of fair trade. We supplied them with video and photographic evidence of the infestation. Eventually, the resort said they would pay 50% off the cost of price of the four night stay. They did not honor this, refunding barely a 1/4. We wasted so much of our holiday washing clothes, stressing about the bugs getting into our clothing and coming back to our home, and then the amount of discomfort from the bites the stay was ruined. Beautiful spot, but check your bedding before you go to bed and don’t expect the resort to care if something goes wrong. Very disappointing.

Response to owner: You did not upgrade us. If we had been booked in a 2 bedroom apartment and you will charge us if we enter the other room then it is literally the opposite of an upgrade. 2 days prior to our booking I received a call from the reception confirming the dates. You had every opportunity to inform us about the Wifi then but chose not to! Nonetheless you have an obligation to either discount the cost of our stay by the amount you charge for Wifi. If we had damaged a single thing you would be charging us but when the room is not as stated in your advertisement then I am just out of luck? That is pathetic! You are intentionally being defensive because you know, deep down, that your hotel is a pile of garbage. ———————————————————— TLDR; Gave us a 2 bedroom unit but prevent us going in and threatened to charge us if we did. STAY AWAY FROM THIS PLACE!! Spent $400 and when we arrived for our 2 night stay the hotel receptionist said the WiFi was not working, after asking for another option she implied that it was our fault that we had not double checked their website for that information when I had not booked through the hotel site. We were then told the room we were to stay in was a double room but we weren’t allowed in the extra space because we did not pay for it and would be charged for it if we entered. After entering the room we found that there was no differenciation between the rooms and no indication of which rooms we were allowed in. Returning to reception, I made a formal complaint about the cleanliness of the room and that we weren’t sure which room we were allowed to enter. The response from reception was to say they had done us a favour for even giving us a room since they had over booked. WE BOOKED 3 WEEKS IN ADVANCE!! Last but not least we got woke up to a fire alarm and immediately panicked before a loud speaker call said the whole thing was a accident. Head my advice, Oaks are not your friends.