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Thi Bao Chau Tran
Melbourne, Australia

$200 security deposit never Received back at the same account

1.0 of 5 bubblesReviewed 16 May 2022via mobile
Security deposit $200 NEVER RETURN back
to bank account!!! Went for 2 nights stay on
my own for a business trip and all paid up
front 2 nights! Then the receptionist asked me
to deposit $200 for security and stated: the
money will be back on my bank account upon
check out! I can smell the fishy fake polite
Amber Heard manner right at the desk! But I
didn't think life would be so much different
when race and language involved for a lovely Asian person on holiday! Bloody hell!

And the money never was returned!
Nowadays lots of doggy upscale hotels
always play that game: take large amount
deposit and never return guests. Guests do
the right things with hotels and follow rules
but hotels make a joke out of guests like that!
Date of stay: May 2022
Room Tip: Don’t tell them you have money in your bank or they will ask for large security deposit. They...
Trip type: Travelled solo
Problem with this review?
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Mike Gilbert, General Manager at Mermaid Waters Hotel by Nightcap Plus, responded to this review
Responded 16 May 2022
Good afternoon Thi,

Sorry to hear there was confusion regarding the mandatory security bond we take from all guests as our standard check in procedure. This deposit is just to cover any incidentals for the room or room charges as we do have a express check out box located within the hotel.
We had returned this security deposit back to your card on Friday the 13th of May on your departure, please note your bank may not process this instantly due to not operating on weekends.

Your feedback is important to us and we thank you for taking the time to leave us this review.

Please do not hesitate to contact the Front Office Team if you have any issues with this and we will be more than happy to assist!

We hope you have a fantastic week and hope to see you again some time soon.

Kind regards,
The Mermaid Waters Hotel Team
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
The listings of booking offers for each property take into account the compensation paid to us by our partners. Prices shown may be for varying room types. Prices displayed are the lowest available, corresponding to the least expensive room type available, as provided from our partners as of the time of the user’s search.
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Reviews (496)
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21 - 26 of 496 reviews
Reviewed 26 December 2021 via mobile

Great facilities, top location and the restaurant and the bar are amazing. The management team have created a culture of excellent service and this is reflection of all staff in every area. Looking forward to our next visit and thank you for making great memories for our Christmas stay.

Date of stay: December 2021
Trip type: Travelled with family
1  Thank Bellelach
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 20 June 2021

Located a little over a kilometre from Pacific Fair shopping centre. Large recently renovated room with a sofa, good work desk and lighting and efficient, quiet air conditioning. I particularly appreciated the secure parking area and the on-site bistro. I stayed three nights on business and it was perfect for my needs.

Date of stay: June 2021
Trip type: Travelled on business
1  Thank Boyd J
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Nikki Kay, Guest Services / Front Office at Mermaid Waters Hotel by Nightcap Plus, responded to this reviewResponded 23 June 2021

Thank you for your 5 star review. We are glad you enjoyed your stay with us. We look forward to seeing you again on your next visit to the Gold Coast.
Kind regards
Mermaid Waters Hotel

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 2 June 2021 via mobile

Searched the web for a convenient place on the Gold Coast that wouldn’t cost me the earth for 6 nights solo.
From the moment I approached the ladies at reception. I was felt welcomed and they accommodated my needs with ease and even upgraded my room. Top floor of 3.
Was very pleased with the peaceful and comfortable room that was spacious and secure. The large bed and big TV was great too. The lift made the room and hotel easy to access from the secure lockable parking area that was well lit.
Finally the bar and restaurant served up great food and drink. Couldn’t ask for more.

Room tip: Plan your access outside peak times for a lesser stressed travel
Date of stay: April 2021
Trip type: Travelled solo
Thank JeepinOz
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Nikki Kay, Guest Services / Front Office at Mermaid Waters Hotel by Nightcap Plus, responded to this reviewResponded 3 June 2021

Hi JeepinOz.

Thank you so much for the 5stars!! and thank you for taking the time to provide us with your feedback. We are so pleased our hotel suited your needs. We hope you enjoyed your stay and we look forward to welcoming you back the next time you are on the Gold Coast.

Kind regards
Mermaid Waters Hotel Team

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 31 May 2021 via mobile

Was a friendly checkin and was offered a free drink voucher as room was not ready yet,
Room was nice enough bed was very comfortable,the fridge had to be turned off overnight as it sounded like it had a cammed motor which was on its way out,spacious bathroom tho theres no airflow for when the hotwater is on which gave it a musty smell tho the cleaningness was good.
Nice bar downstairs and sports bar which was family friendly with park for the kids,didnt have dinner there tho the food looked nice and good size portions..
A nice size pool in the courtyard looked inviting also
Plenty of onsite parking and a dan murphys onsite shops offering takeaway across the road otherwise a 7/11 about a 10-15 minute walk down the road

Date of stay: May 2021
Trip type: Travelled solo
2  Thank aces_crack3d
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Nikki Kay, Guest Services / Front Office at Mermaid Waters Hotel by Nightcap Plus, responded to this reviewResponded 3 June 2021

Hello aces_crack3d
Thank you for rating Mermaid Waters Hotel and thank you for taking the time to provide us with your feedback. All feedback is important to us and will be taken on board in our up coming renovations to the hotel. We hope you enjoyed your stay with us and we look forward to welcoming you back the next time you are visiting the Gold Coast.

Kind regards
Mermaid Waters Hotel

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 12 January 2021 via mobile

We recently stayed at this hotel for 4 nights from NY's day and could not fault our room or service. The staff were very helpful prior to our arrival sorting out a change to our booking. Currently the king suites rooms are the only renovated rooms but worth the extra cost.

If you don't have your own transport the shuttle bus is not currently available and it is a little too far away to walk to the nearest Glink station in the heat. Rideshare services however are readily available.

Date of stay: January 2021
Trip type: Travelled as a couple
2  Thank TeresaKelly0601
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Nikki Kay, Guest Services / Front Office at Mermaid Waters Hotel by Nightcap Plus, responded to this reviewResponded 16 January 2021

Hi Teresa,

Thank you for your lovely review and taking the time to provide us with your feedback! We are so pleased to hear you enjoyed your stay with us. We hope you travelled home safely and we look forward to seeing you again in the near future.

Kindest Regards
The Mermaid Waters Hotel Team

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