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JW Marriott Gold Coast Resort & Spa

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158 Ferny Avenue, Surfers Paradise, Gold Coast, Queensland 4217 Australia
COVID-19 update: See the added health and safety measures this property is taking.Read more
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Traveller (2108)
Room & Suite (627)
Pool & Beach (445)
What is Travellers’ Choice?
Tripadvisor gives a Travellers’ Choice award to accommodations, attractions and restaurants that consistently earn great reviews from travellers and are ranked within the top 10% of properties on Tripadvisor.
Payments made by partners impact the order of prices displayed. Room types may vary.
Travel safe during COVID-19
Visit our Travel Safe hub to see how we're helping you make more informed travel decisions during COVID-19.
What you can expect during your stay
  • Hand sanitiser available to guests & staff
  • Regularly sanitised high-traffic areas
Updated 24/01/22 Safety precautions are provided by the property and are not checked by Tripadvisor for accuracy.
A note from JW Marriott Gold Coast Resort & Spa
Updated 24/01/22 Safety precautions are provided by the property and are not checked by Tripadvisor for accuracy.

About

#2 of 37 hotels in Surfers Paradise
Location
Cleanliness
Service
Value
Travellers' Choice
GreenLeaders GreenPartner
Property amenities
Internet
Pool
Fitness Centre with Gym / Workout Room
Bar / lounge
Beach
Snorkelling
Children Activities (Kid / Family Friendly)
Airport transportation
Swimming pool toys
Saltwater pool
Shallow end in pool
Coffee shop
Restaurant
Complimentary welcome drink
Kids' meals
Outdoor dining area
Wine / champagne
Water sport equipment rentals
Waterslide
Shuttle bus service
Photo copier / fax In business centre
Concierge
Newspaper
Sun terrace
First aid kit
Umbrella
24-hour check-in
Clothes dryer
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Room features
Blackout curtains
Bathrobes
Air conditioning
Room service
Seating area
Refrigerator
iPod docking station
Bath / shower
Wardrobe / wardrobe
Private bathrooms
Hair dryer
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Room types
Ocean view
City view
Pool view
Suites
Good to know
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HOTEL STYLE
Family
Business
3041Reviews121Q+A100Room tips
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Samantha L wrote a review Yesterday
1 contribution
We finally could take a holiday and of all the places in Australia we decided it had to be the Marriott Surfers. If you have been there before you'll understand why but for those of you who haven't - you need to! The hotel is elegant, well kept and the service is great. The buffet breakfast and its versatile location of either inside or out on the patio is one example of the hotels flexibility. The rooms are modern and welcoming with everything you need and expect from a 5 star hotel. The staff and especially the reception staff went out of their way to assist with reservation options, tours etc. But what makes this hotel one of a kind is its outdoor environment. Pools with cave waterfall, slide and an amazing beach falling in to a pool where you can literally swim with the fish! If I could rate this hotel as a 6 Star hotel, I would. Thank you Marriott for remaining just as you are but modernising along the way. My family who have been staying at your hotel for the past 15 years, will continue to do so. To the staff who are working in extreme conditions this year and last, you are providing a fantastic service and you should be proud of yourselves for these are unusual times we all find ourselves in and you provided us with a touch of 'normality'. Thank you.
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Date of stay: January 2022
Rooms
Service
Sleep Quality
Room Tip: Any work well but best view is of course overlooking the pool.
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FirouFirou wrote a review 18 Jan
5 contributions7 helpful votes
I agree with the other comments of the recent reviews. It seems we all stayed at the property over the same dates as experiences were identical. Here’s hoping some action comes from all the recent feedback. Firstly, I acknowledge we chose to stay during school holidays and things can be manic and overpriced during the peak period. Having said that I am not sure why that means a property must sacrifice the basics of hospitality, especially when you’re a 5 Star Hotel with an otherwise excellent reputation. I appreciate COVID impacted staffing levels however I don’t believe it was the only contributing factor to our collective experiences. I enjoyed breakfast at Citrique and pool early in the morning and we had a great experience at Ruby Spa. Overall, our interactions with the staff were great, friendly etc however they are working under impossible conditions and it shows on their face – where is the management team when they are so overloaded? Normally a Duty Manager/s etc are floating around observing, managing, supporting, and leading. We noticed a lack of communication in general. No warm welcome or overview of the property other than a few printouts. Why not mention where to find the lifts, the fact the F&B outlets chop and change, or the COVID impacts, how about letting your guests know when things aren’t working on their floor and reassuring them a plan B is in place? The lack of cleanliness in the room and public areas was surprising but the biggest issue was the pool area. Where do I begin? Those poor fish. If you can’t stop the F&B service around the pool and keep it to the elevated seated areas then staff need to monitor the cleanliness and ensure guests are not sitting in the water with their drinks or letting scraps go into the water along with the plastic cups and other rubbish. There was no facility to recycle the plastic cups either…we pulled out so much rubbish from the pool every afternoon which was depressing. One final comment on service. We had dinner at Citrique and our waiter was going the extra mile to make it a special experience. I was already planning on writing a great review about his service until it became quite suffocating and disingenuous. The clincher was giving us a business card with his name asking us to write a review about his service then standing over me to check on the tip amount. Not a good look at all. Would I return? Certainly not at this time of year again and my family would be very hard to convince.
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Date of stay: January 2022
Value
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3 Helpful votes
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Response from Ravinder Dhesi, General Manager at JW Marriott Gold Coast Resort & Spa
Responded 6 days ago
Dear FirouFirou Thank you for providing us with your feedback. I have come to the same conclusion that it was over the same days where we did really struggle with staffing and some areas fell sort to our normal elevated levels of service. I do apologise that your experience was less than what we strive for. Our current staffing challenges do uproot our best contingency plans where even management are also on the front line tasks. We will certainly revisit the training with our Citrique team to ensure its non intrusive and allows our guests to enjoy their experience. Please do not hesitate to reach out on 07-55929800 when your travel plans bring you back. Warm regards Ravinder Dhesi
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Chillyolanda wrote a review 17 Jan
Queensland, Australia312 contributions34 helpful votes
I realise that there is a shortage of staff at the moment, but if you’re charging ridiculous prices for terrible service then you need to offer some kind of compensation. We had a number of issues throughout our stay, and the staff members who were working did their best, but there’s only so much a skeleton staff can do. The resort was dirty, the food was cold, the room was so so. The spa lockers were broken beyond repair, opened with a screwdriver. What the?? On checkout, I was asked to repay my accomodation again, despite being made to pay in full on check in and showing the staff member the charge on my credit card. I was then told ‘if you had paid, our accounts would have been out that day’. I refused to pay again, while the clerk eventually found my payment. No ‘sorry about that’ or anything, just treated like a scammer. Not good enough.
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Date of stay: January 2022Trip type: Travelled with family
Room Tip: Avoid busy times
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3 Helpful votes
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Response from Ravinder Dhesi, General Manager at JW Marriott Gold Coast Resort & Spa
Responded 1 week ago
Dear Karla H Thank you for taking time out to provide us with your feedback. Despite our contingency planning and not running our resort to full capacity, the staff shortage is further exacerbated by not knowing how many would call in to say they need to isolate. I do appreciate you acknowledging this challenge across the industry. We do apologise that we fell short in delivery our normal levels of service excellence. I will also be reaching out to our spa partners Ruby Spa on the spa defects. My apologies also that there was an error on our part in identifying your prior payment. I welcome the opportunity to discuss your experience via a phone call on 07-55929800. Kind regards Ravinder Dhesi
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Katelouise15 wrote a review 16 Jan
1 contribution3 helpful votes
We were excited to be visiting the Marriot as a family again having stayed there many times a few years back. Since Covid has restricted our travels we thought that this hotel would be a weekend indulgence as it was the one we never wanted to leave. Yet we checked out early! Since becoming the JW Marriot, it has quickly lost the family appeal. We could have spent hours beside and in the lagoon in the past but it is now so crowded coupled with loud house music and a DJ. Not quite the relaxing setting it once was. The rooms were small and we had two double beds between four of us. If you didn't have a spinal issue before your stay, there is strong possibility after your stay as there did not seem to be any inner springs to these mattresses. The room was relatively clean and the balcony very small. Our room faced out to the sea and pool and although we were fairly high up, the music from the pool could even be heard in the room with the balcony door closed. The bar outside at night consisted of loud music by someone singing along to back up tracks. Why a musician couldn't be found is beyond me. The hotel went to great pains around their Covid policy but this really seemed to consist of strategically placed hand sanitizers and reminders to wear a mask. Many people choose to ignore the mask mandate (especially in the elevators) and whilst a staff member was reassuring me that they were trying to be as strict as possible, I was surrounded by mask-less patrons which made it hard for her to sell the story of endorsement. Not at any time did I see staff police this rule. Staff did wear masks albeit some under their chin! Even shirts and clothing seemed optional. No shortage of full bodied tattooed (including neck and face) half naked people walking through the hotel foyer. We felt the odd ones out with no tattoos and respectively clothed. Some patrons even had facial wounds! Food was typically expensive which is usually what you expect. Our first order by the pool was completely missed and they were very apologetic and gave it to us much later for free. When my teenage boys wanted to order again, I did not hesitate thinking that they couldn't possibly miss another order...but they did. After 1 1/2 hours, they apologized again and our food with some complimentary drinks were delivered. So at least we ate for free while watching the wildlife around the pool. The pool is not as clean as it used to be. I have unfortunately returned home sick either because of the pool or because of Covid. I am awaiting the results! And I thought I was playing it safe! This is such a shame. It was such a beautiful property and a place we didn't want to leave in the past. This hotel has cured me of ever wanting to stay at another hotel again. I am sure that if the Queensland Police raided the place, they would have found some work for several weeks. As my son mentioned, perhaps it is because they cant get to Bali. We had two nights booked and called it quits after the first 24 hours. I am sure that management will consider writing some placating response to this review but that wont make up for the experience and the $1500 for a two night stay. I am also not under any illusion that this place will change back. The current patronage is not my cup of tea but I imagine they bring the money in so why bother. This was previously a hotel I raved about but I would now recommend saving your money and booking a private rental. So disappointing it was beyond belief.
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Date of stay: January 2022
Rooms
Service
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3 Helpful votes
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Response from Ravinder Dhesi, General Manager at JW Marriott Gold Coast Resort & Spa
Responded 1 week ago
Dear Asimov15 Thank you for your detailed feedback and for your return patronage. Our renovation and rebrand has been very positively received by our guests and the size of our balcony and room has definitely been retained and remain one of the largest resort rooms at 42sqm. The safety of our guests and staff remain our priority, however, compliance to Qld Health directive does fall on individuals as well. You would be surprised at the abuse our staff get when we ask our guests to mask up. We treat all our guests equally and hence am at a loss to comment on your personal preferences. I do however extend my sincere apologies that we did fall short on some of our service levels due to the current staffing challenges. As you have correctly stated, we are continuously working on improving our service and facilities and look forward to welcoming you back. Warm regards Ravinder Dhesi
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Danielle S wrote a review 15 Jan
4 contributions6 helpful votes
So disappointed, we always stay here and it has turned into a 3 star bikie fest. People smoking by the pool, rubbish in the pool, bandaids, toilet paper, dirty cups and rubbish everywhere by the pool, DJ blasting terrible music like it was a schoolies event. Food was terrible by the pool and just slapped together with soggy salad and stale chips. Meat head steroid pumped bikies have taken over this once great resort. The poor fish cannot possibly survive in this. What the hell has happened? And what is all the algae and moss floating over the once beautiful pool. Seriously not even a 3 star hotel. We left and cancelled the rest of our 10 day stay.
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Date of stay: January 2022Trip type: Travelled with family
5 Helpful votes
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Response from Ravinder Dhesi, General Manager at JW Marriott Gold Coast Resort & Spa
Responded 1 week ago
Dear 655daniellej, Thank you for your feedback post. We welcome feedback as it allows us to review our offerings and improve the experiences of our guests. We value all our guests equally and strive to exceed their expectations, our apologies that we did not deliver for you on your return visit on this occasion. We will review your feedback with our team to ensure our offerings and activities such as music by the pool meets wider acceptance. My apologies and please do not hesitate to contact me on 07-55929800. Warm regards, Ravinder Dhesi General Manager
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PRICE RANGE
USD 153 - USD 369 (Based on Average Rates for a Standard Room)
ALSO KNOWN AS
surfers paradise marriott hotel surfers paradise, surfers paradise marriott resort and spa, marriott surfers paradise hotel
LOCATION
AustraliaQueenslandGold CoastSurfers Paradise
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Frequently Asked Questions about JW Marriott Gold Coast Resort & Spa
Which popular attractions are close to JW Marriott Gold Coast Resort & Spa?
Nearby attractions include King Tutt's Putt Putt Mini Golf (0.4 km), Macintosh Island Park (0.3 km), and Gold Coast Snow Park (0.3 km).
What are some of the property amenities at JW Marriott Gold Coast Resort & Spa?
Some of the more popular amenities offered include a pool, an on-site restaurant, and a lounge.
What food & drink options are available at JW Marriott Gold Coast Resort & Spa?
Guests can enjoy an on-site restaurant and a lounge during their stay.
What are some restaurants close to JW Marriott Gold Coast Resort & Spa?
Conveniently located restaurants include Citrique Restaurant, Misono Japanese, and Yamagen Japanese Restaurant.
Are there opportunities to exercise at JW Marriott Gold Coast Resort & Spa?
Yes, guests have access to a pool and a fitness centre during their stay.
Does JW Marriott Gold Coast Resort & Spa have an airport shuttle?
Yes, JW Marriott Gold Coast Resort & Spa offers an airport shuttle for guests. We recommend calling ahead to confirm details.
Does JW Marriott Gold Coast Resort & Spa have airport transportation?
Yes, JW Marriott Gold Coast Resort & Spa offers airport transportation for guests. We recommend calling ahead to confirm details.
Is JW Marriott Gold Coast Resort & Spa located near the city centre?
Yes, it is 0.8 km away from the centre of Surfers Paradise.
Does JW Marriott Gold Coast Resort & Spa have any great views?
Yes, guests often enjoy the harbour view available here.
Is JW Marriott Gold Coast Resort & Spa accessible?
Yes, it offers wheelchair access. For specific enquiries, we recommend calling ahead to confirm.