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“Unaccountable management, disgusting service/ unclean rooms/ terrible beds”

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Mantra Crown Towers
Certificate of Excellence
Sydney
Level Contributor
4 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
“Unaccountable management, disgusting service/ unclean rooms/ terrible beds”
Reviewed 9 February 2012

I will never stay at this resort again. I have 2 young children so we were advised a 1 bedder with a 2 bed configuration would be fine. On arrival we had no sofa or rollout. We were moved to another room that was old, musty and unclean. It was expected that we make our own bed as it was late in the evening - fine, however I found mould in the bathroom above the toilet and the sofa was ripped and had stains all througout, the bed was so uneven, uncomfortable and unclean that it was unsleepable. I had to wait till the morning to complain. The supervisor advised me that he would provide rollout beds, get someone to look at the TV because it should have the extra channels and clean the mould. We returned to our room with 2 closed rollout beds found in the doorway without being made, no sheets, no fixed TV and still mould in the toilet. I was livid.
When i spoke to the supervisor about our issues for the 3rd time, she was rude and not empathetic to the situation whatsoever. She told me that it was not they're job to make the beds? How do i even know how to open a rollout bed? Let alone to sofa we had issues with. When i asked about the sheets she responded sarcastically saying " your not going to sleep now are you, our housekeeping deliver the sheets in the evening". WHAT A CROCK. I requested that my complaint be heard by the GM as she was not thinking of the issues at hand, I was told that he cannot be spoken with. I was told that my complaint could be put in an email and that she will find me a 3RD room to fix our problems. That wasnt good enough though, i didnt want to move for a third time. i wanted to change hotels and get a refund. This was refused and she said that these were not the hotels issues that this has happened and that i will need to complain to the reservation line would i booked with. She was quick to put the blame on the reservation line for the initial problems. I ended up complaining to the reservation line and the supervisor was quick to come back and change my room to a 2 bedroom apartment overlooking the water, however im still not satisfied.Our holiday was ruined and i still cant believe what disgusting service we received here. I would strongly recommend going elsewhere. The website shows these beautiful rooms, however it is completely misleading and the rooms dont look anything like what the show. On a good note, the hotel facilities are awesome, pool is great for the kids and the gym is good too. The restaurants here are nice.

Room Tip: Bring your own cleaning products, disinfectant and bleach
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  • Stayed February 2012, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Lauren1982
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MantraCrownTowers, Manager at Mantra Crown Towers, responded to this review, 14 February 2012
Thank you for your feedback on your recent stay. We are disappointed that your stay did not meet your expectations. We apologise for the inconvenience during your stay.
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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveller tips help you choose the right room.   Room tips (266)
Date | Rating
  • Chinese (Traditional) first
  • Chinese (Simplified) first
  • English first
  • French first
  • Japanese first
  • Korean first
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English first
Melbourne, Australia
Level Contributor
31 reviews
20 hotel reviews
common_n_hotel_reviews_1bd8 28 helpful votes
Reviewed 5 February 2012

Our room was nothing spectacular, but as described and what I expected. I would have liked to see a frying pan included seeing we had a full kitchen......however the hotel facilities were fantastic. The pool area with the beach lagoon, great kids pool, indoor heated pool, kiosk at pool, cafes and a couple of really good quality restuarants sold me!! I would definitely recommend to friends.

  • Stayed February 2012, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank ceddy61
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MantraCrownTowers, Manager at Mantra Crown Towers, responded to this review, 14 February 2012
Thank you for your great feedback on your recent stay. We are pleased to hear that you enjoyed the hotel facilities that we have to offer as this keeps our families coming back year upon year. Our pool area speaks for itself with our great beach lagoon and indoor pool if the weather starts to turn. We hope to see you again in the near future.
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Sydney, Australia
Level Contributor
167 reviews
25 hotel reviews
common_n_hotel_reviews_1bd8 117 helpful votes
Reviewed 5 February 2012

My wife stayed here for a dance comp last year. Nice pool - nice property at a nice rate. Not the best BUT far from the worse - you really can't go wrong here.

  • Stayed March 2011
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Robert S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MantraCrownTowers, Manager at Mantra Crown Towers, responded to this review, 14 February 2012
Thank you for your recent feedback. We are pleased that you enjoyed your stay and we hope to welcome you back to Crown Towers when you return for your next dance competition.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Melbourne
Level Contributor
73 reviews
18 hotel reviews
common_n_hotel_reviews_1bd8 34 helpful votes
Reviewed 28 January 2012

My Partner and I booked through Escape Travel and saved over $100 a night on a one bedroom apartment than when I tried to book through Mantra directly. Our apartment is run by the hotel. The other tower appears privately owned which is why there is such a disparity between the standard of the rooms. Our room was spacious and quite comfy. It basically had everything including washing machine and dryer which was really handy. The kitchen did not have enough pots etc to cook with and there was a lack of dishwashing, shampoo etc which we had to go down and ask for. The balcony was fine except that it had bottle tops and cigarette butts all over it which was diassapointing. It is true what other travelers have written that the carpet is faded and the room is tired. We really didn't worry about it as it was spacious and the bed was great which is important to us. We did miss the LCD as I struggled to watch the tv's included.

Some brief points.
1. The pool is fantastic and for that reason alone, I would go back with my children.
2. Very close to everything which is one of the big reasons we went as we did not have a car. Centre of Surfers is just a short stroll, beach as well.
3. Good coffee in the cafe
4. Dont rely on staff, they have no idea. Didn't even know how we could get to Byron Bay, or have any info on transport.
5. They have a happy hour but virtually no one goes. They could easily make this better by advertising it more effectively, theme it, promote it, do something.

Overall we enjoyed our stay and would happily return with the kids next January. In our case, it was good value for money.

Room Tip: Make sure you ask for a room which doesnt overlook the carpal next door!
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  • Stayed January 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank PVK48
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MantraCrownTowers, Manager at Mantra Crown Towers, responded to this review, 14 February 2012
Thank you for your feedback on your recent stay. It is disappointing to hear there were some issues with your room, however we are pleased that you still enjoyed your stay with us. Our rooms are very spacious which is quite rare these days with newer buildings. We hope to see you again on your next visit to the Gold Coast.
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Sydney, Australia
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 24 January 2012

Just returned from a week long stay at the resort with husband and three kids. At first glance the resort is spacious and the three pools are definately the best feature of the resort. Our room (on the 19th floor) was very spacious but dated and unclean. The bedspread in the main bedroom was dirty and smelly. We found a cigarette butt in the corner. The lounge room was dirty and smelly and two of the lounges sunk in the middle. The TV (old style) remote controls did not work (very frustrating to get up every time you wanted to change the channel - haven't done that in over 30 years!). The curtains were dirty. The balcony with its plastic table and chairs was dirty and could have done with a good scrub. There was minimal toilet paper in the bathrooms (first time I have been to a resort where I've had to BYO toilet paper). But most frustrating of all was the smelly lifts. Everytime we had to go up or down we had to hold our breath as someone had vomited in two of the three lifts. Smelt terribly the whole week we were there. The rooms were very inconsistant. Whilst our room was dated and dirty, our friends (staying on the 35th floor) had an updated and clean room with new carpet and most importantly without smells. Resort is in a good location with just a short walk to the shops and beach. Resort would be quite nice with an update and a good regular clean. Service in Flux cafe was slow even though it was empty.

Room Tip: Ask when room was last updated.
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  • Stayed January 2012, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank MrsPT_2012
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MantraCrownTowers, Manager at Mantra Crown Towers, responded to this review, 14 February 2012
Thank you for your feedback on your recent stay. I apologise for the standard of your Apartment. All of our rooms are strata titled which mean that every room is owned by a different owner and the furniture and bedding belongs to them which does vary between each unit. We would have been more than happy to provide extra toilet paper if you had asked reception, as they are self-contained apartments and only serviced if your stay is more than 7 days. We hope to see you again on your next holiday to the Gold Coast.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Mantra Crown Towers

Property: Mantra Crown Towers
Address: Crown Towers Resort 5-19 Palm Ave, Surfers Paradise, Gold Coast, Queensland 4217, Australia
Region: Australia > Queensland > Gold Coast > Surfers Paradise
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Kitchenette Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #10 of 122 Speciality Lodging in Surfers Paradise
Price range (per night): $114 - $233
Hotel Class:4.5 star — Mantra Crown Towers 4.5*
Number of rooms: 150
Official Description (provided by the hotel):
Located in the heart of Surfers Paradise on the Gold Coast, Mantra Crown Towers offers a wide range of leisure facilities perfect for a family holiday, short break or weekend away. Children are well catered for at the resort, which features a lagoon style pool with its own pirate ship, waterslide and sandy beach, as well as a games room and children's playground. The Resort's leisure facilities also include a 15 metre indoor heated pool, spa, sauna, fully equipped gymnasium and on-site restaurants, including Chiangmai Thai. The award-winning Chiangmai Thai restaurant provides authentic Thai cuisine, with strong Thai influences such as wooden elephant chairs and decorative motifs scattered throughout the restaurant adding to the Thai experience. Open for dinner 7 days a week, the restaurant is the perfect choice for dinner, all within the comfort of the resort. Be pampered by professional and friendly therapists, at the onsite day spa Calmer Therapies. The day spa offers beauty treatments, including deluxe facials, full body scrubs/wraps, deluxe pedicures and manicures, pamper packages and waxing. Mantra Crown Towers offers a range of spacious accommodation options including One, Two and Three Bedroom Apartments. All apartments are fully self contained with kitchen and laundry facilities, and feature their own private balcony with many offering ocean views. Just 100m from Surfers Paradise beach and 500m to the cafe and restaurant precinct of Cavill Avenue, Mantra Crown Towers provides access to all the attractions of the Gold Coast making it the perfect place to stay for your next getaway. ... more   less 
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Also Known As:
Crown Towers Hotel Surfers Paradise
Crown Hotel Surfers Paradise
Crown Resort All Inclusive
Mantra Crown Towers Surfers Paradise, Gold Coast

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