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“50th Birthday”

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The Sebel Twin Waters
Certificate of Excellence
Reviewed 21 February 2014

My family and friends came to Mercure and Novotel to celebrate mine and a girlfriends 50th. We stayed at the Mercure apartments. Fantastic space plenty room, cleanliness ok could do with dusting units. Reception could not fault friendly and went out of there way to help. lots to do in the area and using the Novotel is a bonus. The only thing I would suggest clean your pool every day not couple times a week most time we stayed was full debris and needed a good clean all resorts we go to clean pool every day, In the time we were there 10 days we saw it cleaned twice. On the Novotel time to revamp tired around pool and broken chairs, fittings , broken railings where you feed fish . This does not send a good message.Also some of my family were not happy with rooms hair on floor, toenail clippings etc my brotherinlaw asked for another room. But on the upside staff attentive. As you can see attention to detail in cleaning would make my rating excellent. We would stay at mercure apartments again and great for groups and families .

  • Stayed: January 2014, travelled with family
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2  Thank nanagabriel
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GrandMercTwinWaters, General Manager at The Sebel Twin Waters, responded to this reviewResponded 3 March 2014

Thankyou for taking the time to post your comments on Trip advisor. It was a pleasure to read that you enjoyed your stay with us at Grand Mercure Twin Waters. I can assure you that we do attend to our Public area Pools daily. We do have a number of pools in our 4 Bed Room Houses that do get cleaned for every arrival & depending on length of stay & weather conditions may only be done as required.
I was happy that you contact with the team on both resort's lived up to our service promise. There is always room for us to improve our service & standards & it comments like yours that help us review the way we do things to continue to strive for perfection.

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139 - 145 of 392 reviews

Reviewed 22 January 2014 via mobile

While the rooms are fine and the surrounds relaxing, almost impossible to actually find staff or even get one to return calls. My wife ended up giving up phoning to book, and went online via Wotif. Unfortunately this inattention to customer service continued during out stay which was a shame given an otherwise positive stay.

Stayed: January 2014, travelled with friends
2  Thank Colonel2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GrandMercTwinWaters, General Manager at The Sebel Twin Waters, responded to this reviewResponded 2 March 2014

I was disappointed to see that we did live up to the service standard in terms of staff contact. We usually are very diligent when it come to our customers. We do sometimes miss calls but this is picked up by our message service & we return calls that day. Given the nature of our business being holiday apartments the opportunity to interact with our customers is limited, the main points of contact are on check in & check out, or when walking in the resort. We do sometime get it wrong but I can say we do try very hard to ensure this is not the case. This is supported by the guest feedback that we actively solicit. I do hope that we do get the opportunity for you to stay with us again in the future.

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Reviewed 17 January 2014

We are a NZ family of five (kids 5, 7, 9) who have just returned from a week holiday at Grand Mercure Twin Waters. We booked a 3-bdrm Beach House which was on the lagoon and it was truly a beautiful location. Your own detached home, just a few steps from the balcony to the lagoon beach, 5 min walk out the gates and across to Mudjimba beach, & lovely 10-min stroll around the lagoon to use the Novotel facilities. Although the Novotel itself is getting a bit tired, the water activities centre, bike hire (they have all kinds from trainer wheels to adult bikes), games room, daily circus where kids can bungy-tramp or learn trapeze, and café for morning coffee & sandwiches, were great when we needed them. We didn't even need to use the Novotel pool, as the large Mercure one with kids wading area was only several houses down from us, and even though it was peak summer, we often had the whole pool to ourselves! Reception was fine, they got us in earlier than expected as we arrived early morning, the house had great facilities and definitely worth the extra spend (around AUD$410/night), air-cond, fans, and doors that fully opened to the lagoon, TV's in all rooms, and double garage. 5-min away in car was local shops, Coles supermarket, awesome Pizza & takeaway joints. We really had a great time, loved the quiet side of the lagoon, but also the fact we could use the Novotel facilities. We will most definitely go again. Highly recommend to any families!

Room Tip: Pay the extra and book a Beach House...ours was 62 and a great place. Apartments may be a little no...
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  • Stayed: January 2014, travelled with family
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2  Thank Rilks
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GrandMercTwinWaters, General Manager at The Sebel Twin Waters, responded to this reviewResponded 21 January 2014

Thankyou for taking the time to share you experience at Grand Mercure Twin Waters on Trip Advisor. I was please to see that you and your family enjoyed your stay with us. We are blessed with a great facility that does lend itself to that felling of space and tranquillity even when the resort is operating at capacity. We do hope that you have the Resort again in the future.

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An Accor traveller
Brisbane, Australia
Reviewed 16 January 2014

  • Stayed: January 2014, travelled with family
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Review collected in partnership with Accorhotels.com
Thank An Accor traveller
This review is the subjective opinion of an individual traveller and not of TripAdvisor LLC nor of its partners.
GrandMercTwinWaters, General Manager at The Sebel Twin Waters, responded to this reviewResponded 21 January 2014

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Reviewed 5 January 2014

We made a last minute booking to go to an apartment at Grand Mercure Twin Waters Apartments so were pleasantly surprised with our apartment when we actually got into it.

Unfortunately we received the worst check in service we have ever experienced. On arrival just after 2.00pm, which was the time we had advised on booking we were told our apartment wasn't ready. We were told to come back in half an hour so we went away and got a few provisions. On return we were again told it wasn't ready and to come back again so had to request our cold grocery items were put in the refrigerator. It was close to 4.00pm when we finally got in so I would be wary of this when booking again. When this is the only experience you tend to have with the management it's very disappointing when it is so pathetic.

When we finally got into our apartment we were pleased to find it very spacious and well appointed. We are a family with 2 sons 16 and 13 and found the apartment to be perfect. Although a fair walk from the Resort we still enjoyed the flexibility of being able to use the resort facilities as well as our own private pool outside the building. Our apartment was well equipped with everything needed kitchen wise and also included about 20 dvd's as a bonus. Our apartment didn't have a view but had a nice outlook into the gardens and so was very private. Overall a great place to stay.

  • Stayed: January 2014, travelled with family
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Thank Michelle1921
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GrandMercTwinWaters, General Manager at The Sebel Twin Waters, responded to this reviewResponded 21 January 2014

Thankyou for taking the time to post your comments on Trip Advisor. I was pleased to read that you were happy with the apartment and the resort in general. It was unfortunate that your check in was delayed on the day of arrival. We do try very hard to ensure that the product we provide to our guests is of the highest standard which was apparent in you kind review. We like many family resorts are challenged over peak periods with the shear volume and extra cleaning required to present to the standard we want to present to our valued guests. From time to time we are delayed in returning the room back for entry. This is not the norm for our resort.

We do normally advise all guests waiting for their apartment that they can use the facilities at the Resort & offer to have any items that need storing of refrigeration that we will happily take care of them.

again I am very sorry we did not have the room ready on your arrival but we do want to ensure we provide a quality product in terms of cleanliness where ever possible.

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Reviewed 27 December 2013

A great stay.beautiful beaches and lagoon for swimming.Pools thought the resort.There were 5of us and we had a three bedroom. So spacious it would be bigger than most European homes. We were not crowded. Very well maintained.

Room Tip: Ask for Lagoon View. But every apartment has a great view.I have stayed there quite a few times.
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  • Stayed: December 2013, travelled with family
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Thank maurnoel49
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GrandMercTwinWaters, General Manager at The Sebel Twin Waters, responded to this reviewResponded 21 January 2014

thankyou for you kind review on Trip Advisor I was pleased to read that you enjoyed you stay with us over the Festive Season, we are very fortunate to be able to provide a quality product to our valued guests, we do hope that we have the opportunity to invite you back again soon.

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Reviewed 23 December 2013

There are probably others you should avoid also - the main problem with ours was that for part of our stay we had a barking and wandering dog next door. Obviously owners of apartments and beach houses do not need to adhere to the same no pets policy of those renting through Grand Mercure - so my advice would be to ask for an apartment that was next door to one that is in the rental pool - at least then you would expect them to be pet free. As far as the resort goes it has seen better days - we have been here a few times and it just does not look like it is up to scratch in terms of the buildings and management - not sure adults wandering around the resort with stubbies of beer is a good look for this place. Found it odd that the lagoon activity centre packs up at 5pm - it's summer - still plenty of light left. Oh and make sure you have your wrist band on or you'll get harrassed by activity staff - we're guests not villains - how about you learn some manners? Overall it seems to be a shadow of its former self and needs a kick start or clean out to get back to where it was - in terms of pricing it isn't competitive with other places up the coast anyway - look around and you'll find heaps of better options than here. I'm sure there'll be a response from management about the resort and blah blah blah but if you have read their responses to other criticisms by other posters you'll see that it is all a bit formulaic.

Stayed: December 2013, travelled with family
1  Thank Damian S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GrandMercTwinWaters, General Manager at The Sebel Twin Waters, responded to this reviewResponded 21 January 2014

Thankyou for taking the time to post you review on Trip advisor. I am very sorry that you did not enjoy your stay with us on this occasion. We do share the Resort with Owner Occupiers that can get permission from the relevant authorities to keep pets as they reside here. In saying this we do need to consider the peace and enjoyment of all guests and residents so if there is a noise complaint made to our office we do act on this immediately.
We do try very hard to ensure that the cleanliness quality and presentation of our apartments are kept to a high standard where ever possible. We do ensure that we look at every comment made as constructive feed back and try to act on problem incidences that are in our control. I do hope that we get the opportunity to have you stay with us again.

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Additional Information about The Sebel Twin Waters

Address: 80 North Shore Rd | Sunshine Coast, Mudjimba, Queensland 4564, Australia (Formerly Grand Mercure North Shore Twin Waters Apartments)
Region: Australia > Queensland > Sunshine Coast > Mudjimba
Amenities:
Free Parking Kitchenette Suites Swimming Pool
Hotel Style:
Ranked #1 of 4 Speciality Lodging in Mudjimba
Price Range: £128 - £441 (Based on Average Rates for a Standard Room)
Hotel Class:4.5 star — The Sebel Twin Waters 4.5*
Number of rooms: 70
Official Description (provided by the hotel):
The Sebel Twin Waters is a collection of 1, 2, 3 and 4 bedroom self-contained Apartments and Beach Houses, situated in an exclusive gated precinct, bordered by the Mudjimba patrolled surf beach, the Maroochy River and a private man-made lagoon full of activities like paddle skis, catamarans water trampoline & a inflatable water park charges apply. ... more   less 
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Also Known As:
Grand Mercure North Shore Twin Waters Apartments Hotel Mudjimba
The Sebel Twin Waters Mudjimba, Sunshine Coast, Australia

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