Ruby Gold Coast is a budget apartment option, level of apartment cleaniness is poor, and the requirement to take out your rubbish is too much, this is an apartment not a Air B&B.
There is an absence of engaging/friendly reception staff, and only a coffee bar available. No assistance from reception staff in regards to what facilities are available, suggestions for places to eat (as there is no restaurant at the complex) and places to visit.
Dear Lee Anne H,
Thank you for taking the time to share your feedback with us. We appreciate your constructive comments and sincerely apologize for the areas where we fell short during your stay.
We are sorry to hear that you found the reception unwelcoming and that the cleanliness of your room did not meet your expectations. Please be assured that we will address these issues with our team to improve our services. Please note that we do advertise that we are a self-serviced apartment including a weekly clean. This is because all apartments are fully self-contained, with a full laundry and kitchen. So although we do not service your room daily to replace items or linen, should you require any further amenities we will happily provide any of the above free of charge if you attend reception to collect.
We regret that you felt the atmosphere at Ruby was lacking and that our reception did not provide sufficient information about available facilities and local attractions. Enhancing guest engagement and providing a more comprehensive overview of what our location has to offer will be our focus moving forward.
If you decide to stay with us again, we hope to provide a better and more enjoyable experience.
Kind regards,
Michelle Baldwin
General Manager
Great location. Spacious 2 bedroom apartment with everything you need for a self contained stay. Easy parking.
Only a couple of drawbacks; pilllows very uncomfortable. Our room was a little unclean - just grubby finger marks on all the doors and light switches plus stains on carpet. Most likely this unit is used for families though so not too bad. Noise from next door a bit much but everything else outweighs these aspects. Overall a great stay
Dear Kaiaroha,
Thank you for taking the time to share your feedback with us.
We appreciate your constructive comments and sincerely apologize for the areas where we fell short during your stay.
We apologize for discomfort caused by the pillows being too high and the cleanliness of your room did not meet your expectations. Please be assured that we will address these issues with our team to improve our services.
Your feedback is invaluable to us as we strive to create a better experience for all our guests. We hope to have the opportunity to welcome you back in the future and provide a more enjoyable stay.
Kind regards,
Michelle Baldwin
General Manager
We had many issues with our key cards not working. First we were sent to a room with guests already in it as our room was moved but not communicated to the person checking us in. Then the key cards were made incorrectly about 3 more times so we had to go to reception multiple times to get it fixed which was frustrating.
Dear Kirstielynn1,
Thank you for sharing your experience with us.
I sincerely apologize for the issues you encountered with your room keys and the miscommunication regarding your room change.
This is certainly not the level of service we strive to provide. We will review our check-in procedures and key management process to ensure such errors do not happen in the future.
Thank you for bringing these matters to our attention, and we hope to provide you with a seamless experience on your next visit.
Kind regards,
Michelle Baldwin
General Manager
This hotel had amazing ocean views and the apartment was a great size. It is a little out of surfers paradise but sill close to tram and beach. Great parking available. The lifts are slow and the restaurant bar is closed. There is a cafe open until 2.30 pm. Rooms are well equipped except our remote was missing a battery and one remote was missing. The single beds in the two rooms are the tiniest beds I have ever seen. They are not a full size single bed even though there is room for them. You cannot roll over in them and my tall teenage children were very uncomfortable in them. They are soft and the pillows are really high so they had sore necks and backs and not a good night sleep.
Dear Susanahenderson,
Thank you for your review. I am pleased to hear that you enjoyed our location, staff, and facilities!
However, I sincerely apologise for the issues you encountered during your stay with us. We understand that a comfortable and restful night’s sleep is crucial. We are sorry that the single beds and pillows did not meet your expectations and caused discomfort for your children. We work closely with our owners and advise of any feedback such as the above when seeking approval to upgrade.
Your feedback is invaluable in helping us improve our services. Please do not hesitate to contact our reception during your stay if any issues arise, as we aim to address them promptly.
Thank you once again for your feedback. We hope to have the opportunity to welcome you back and provide a more comfortable experience.
Kind Regards,
Michelle Baldwin
General Manager
An amazing welcom by staff member Irnya - nothing was too much trouble. We arrived too early for check in but she was able to let us know when our room. Was free (2hrs earlier than planned!).
The two bedroom apartment had spectacular 180 degree view from the river across to the ocean!
The rooms were modern and clean with a great kitchen space.
Sadly a couple of disappointments - the bar/restaurant on the ground floor is no longer open and housekeeping wasn’t available as this is done by yourself - even taking out your bins which spoiled the full potential of this lovely accomodation.
Dear SusieQ7218,
Thank you for taking the time to rate us and post your review.
We are very happy to hear that our services made such a positive impression and that you had a memorable experience.
It's our goal to provide excellent service and ensure that our guests have a memorable time.
However, I sincerely apologise for the issues you encountered during your stay with us. Although we do not service your room daily to replace items or linen, should you require any further amenities we will happily provide any of the above free of charge if you attend reception to collect. It is correct that we do ask our guest to leave the rooms free of rubbish and that the dishes are clean. This allows us to spend more time on other items in the apartment. Thank you for heading back up to the apartment to assisting us with this.
Unfortunately, the restaurant is closed at the moment, however, we have cafe open from 7:30am until 3pm everyday. We hope the restaurant will open soon!
We hope you had a delightful overall experience with us and look forward to welcoming you back in the future.
Kind regards,
Michelle Baldwin
General Manager
