We stayed at the property for 5 nights from October 1-6 for our honeymoon. We stayed in a balcony apartment for the first three nights and stayed in the penthouse for the last two nights. We enjoyed our stay in the balcony for the first three nights. However, our stay in the penthouse on October 4 was very miserable. We arrived back at the property on October 4 after a day long tour. We immediately went to our new room. We were very exited to be staying in the penthouse based on the pictures. However, when we first arrived we used the bathroom and noticed hair on the floor. It was very upsetting to see the hairs on the floor. We then saw a puddle of water coming out of the freezer. The water extended to the island in the kitchen. It was very messy and unsettling. I went to the freezer and noticed that the ice machine was not in all the way. I inserted the ice maker in and the freezer closed properly. After cleaning up the mess, we finally started unloading the grocerys. It was at this point we noticed all the ants in the kitchen. It was very disgusting. We did not even feel comfortable leaving our grocerys out. We left the grocerys bagged and enclosed in hopes no ants would get at the food. It was very uncomfortable. We did not even use or enjoy the kitchen because of the outbreak of ants. We then decided to make the most of the penthouse and went to the pool and jacuzzi. We were again sadly disappointed. The water was filled with dead bugs. It was clear that no one cleaned the pool or jacuzzi prior to our stay. I searched for a net to clean it myself but there was none. We decided to take a bath inside then. We went inside and started filling the jacuzzi. After filling the tub we tried to turn it on. However, it was not working. We could not believe it! We were so exhaused and frustrated at that point. However, the problems did not end there. I tried to dry my hair with the blow dryer in the bathroom and the electric outlets were not working. I went inside the closet to try and still no luck. I was so frustrated and upset at that point I went into the kitchen and blow dryed my hair. I had to blow dry my hair surrounded by ants all over the counters. It was so disgusting. We had enough at that point and just wanted to sleep and deal with all the issues first thing in the morning when the office opened. However, when we went to open the sheets the sheets had black marks on it. We were so exhausted, frustrated and unhappy at that point. We paid extra to stay in the penthouse hoping it would make our honeymoon truly unforgettable. However, it made it unforgettable for all the wrong reasons. Everywhere we went in the penthouse there was a negative issue. I have stayed in many hotels and apartments around the world and have never come across such issues. It was very upsetting and heartbreaking. We were on our honeymoon and could not even enjoy it.
We went to the office first thing in the morning. We explained all the issues. There was no manager on site but the receptionist took the message. When we returned after a day long tour we stopped by the office again. Again there was no manager on site. We spoke with the receptionist. We were very upset with her response to our issues. She stated we should have called the emergency number last night so someone could have taken care of the issues. That response was ridiculous and rude. Instead of apologizing for having such a horrible experience she blamed us for not calling. Looking back I should have called the emergency number 7 Different times throughout the entire night to deal with all the issues as they came up. I'm still shocked and hurt that we received such a cold response to all the issues. Also, we were told that ants were a common problem. I've stayed in many tropical hotels and apartments throughout the world and have never seen ants throughout the kitchen. Ants are easily treated and it was clear that the apartment was not treated prior to our stay. We were very shocked and upset the response. I asked to speak with the manager and the receptionist stated that he was on Holiday and could not get good reception. It was very frustrating not being able to talk to a manager or to you to explain how we felt.
I would NOT recommend this property!
- Official Description (provided by the hotel):
- A heavenly retreat awaits at Coconut Grove, tropical north Queensland’s newest and most luxurious Port Douglas accommodation.Situated just 140m from magnificent Four-Mile Beach, divine views of rainforest, mountains and blue seas can be enjoyed in absolute privacy from a choice of 33 glamorous holiday apartments. Fully contained and complete with their own outdoor entertaining terraces which extend seamlessly from sophisticated living areas, our Terrace Pool, Balcony and Penthouses are so self-contained, you will never want to leave. ... more less
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- Also Known As:
- Coconut Grove Apartments Hotel Port Douglas