Surfers Aquarius

We had a fabulous time. Our accommodation was perfect for us, beautiful sea view to take in that beautiful sunrise, so close to the beach, and a bus stop right at the driveway. In our apartment we had all we needed and staff were extremely helpful. We made full use of spa and pools. Cannot fault our stay.

Had the best stay here the rooms were very clean and tidy with a great ocean view and in such a great location handy to both Surfers and Broadbeach. Service from the hotel was spectacular will definitely be back again.

Update: We had a call from the manager today who was very helpful and friendly. Explained she had been away, obviously they had to go by what the house keeping told them (which we understand) but also understands our side of view. Has refunded the amount charged and wants to do what they can to make sure we return and enjoy our stay and make sure we haven't been left with a bad taste in our mouth. Gave feedback about the initial poor communication around the charge which they will endeavour to improve on. Our room was stylish with a good view and good location. basic cleanliness could be improved-very dusty especially the bed heads, sandy floors, mold in the aircon and the quilt inside the cover was dirty-was hot enough not too use so overall we were happy to overlook these things and didn’t make any complaints. To be honest we didn’t spend much time in the apartment, we were actually disappointed that we picked this complex for the facilities but never ended up using them (annoying that the gym was closed for renovations but again, these things happens and we weren’t going to complain). I’ve read a lot of complaints about the reception staff being rude, we actually had nothing to do with them so hard to comment. We had a smooth check in after reception hours were closed. On check out I wouldn’t exactly describe the staff as warm and friendly but we were waiting while they were finishing another task so assumed they were just distracted with something else. Unlike other reviews, we never have any issues with toilets or aircon, they all worked fine. You could imagine our surprise when we noticed $150 had been charged to our credit card with no notice or explanation. We asked for our invoice, wondering if we had missed something, and found a $150 mattress steam clean charge added. You could imagine our shock. As per our clean sheets there had been no spillages, damage or urine stains (as management has reported in other reviews). When they got back to us, they said the mattress was wet and stained with urine and they take hygiene very seriously. We also take hygiene very seriously and are disgusted that this was not picked up with us prior to our stay. We would have noticed if the mattress was wet, so this was simply a lie, but in the picture you could see mold growing along the stain, another indicator that this was present prior to our stay. I can’t say that I have ever removed sheets to check the state of a mattress when I am staying somewhere, is this something other people do? Should we start doing this? We asked for further evidence such as photos of wet and stained sheets, as if it was currently wet and stained with urine from us then the sheets and mattress protector would also be damaged. It has been 5 business days with no reply. I’m not sure if I am more concerned about the lack of communication, both at the time of the charge, the accusation and then the lack of follow up, or the fact we were left sleeping on this mattress? Probably the later.