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“Wasn't great but I think it will be better next time”

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Kingfisher Bay Resort
Ranked #1 of 3 Hotels in Fraser Island
Certificate of Excellence
Level 3 Contributor
8 reviews
common_n_hotel_reviews_1bd8 4 helpful votes
“Wasn't great but I think it will be better next time”
Reviewed 11 August 2014

We stayed at Kingfisher Bay Resort for 5 nights recently and were a little underwhelmed by the experience. That said I wrote a detailed feedback letter to the management first before giving a review and I was impressed that they got back to me promptly and understood why I gave them the feedback. They explained there was a lot of new staff undergoing training, but were aware that this was not an excuse and were sincerely apologetic. They also told me about what they were doing to improve the service and experience, and said they appreciated my feedback. I believe they actually did and weren't just saying that. I told them there were many great things about the place too, and whilst some meals were below average, some were fantastic. I gave this place a score of average for honesty's sake of my experience, but I know they are actively working on fixing issues and so I would possibly still recommend staying there. The hotel facilities are lovely and truly think we just stayed there while the place was going through a lot of transition. After a good honest chat with one of the managers there I am confident that they are trying to get the hotel back on the right track. I would advise anyone else who stays there and is unhappy, to let them know first and give them a chance to try to right it while you're there, or at least give them feedback on what was not great and importantly also what WAS great, so they know what's working and what's not. Before posting a bad review of a place, give them a chance to redeem themselves. Professional reputations can be hard to earn and easy to lose. I appreciate that they took my feedback well and have now changed my mind and would stay there again.

  • Stayed August 2014, travelled with family
    • Value
    • Location
    • Service
Helpful?
2 Thank Ali-rees
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
KingfisherBayGroup, Manager at Kingfisher Bay Resort, responded to this review, 14 August 2014
Dear Ali-rees
We appreciate your candid feedback and your time in posting these comments in this forum. You're right, we are listening to our customers and using feedback to critique and improve our product.

We look forward to you giving us a chance to redeem ourselves and our hotel manager, Wayne Harris, would be more than happy to oversee any future stays with us.
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Traveller tips help you choose the right room.   Room tips (400)
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Ocean Shores, Australia
Level 4 Contributor
28 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 10 helpful votes
Reviewed 11 August 2014

Shame that there appears to be massive cost cutting - no staff, poorly trained, little effort in communicating, food the same in both restaurants (boring menu) just cooked differently and massive prices though the more expensive one you do get served! Really difficult to get bookings for either.To add to the experience I heard a waiter in the Maheno restaurant tell a party of Spanish travellers that it would be quicker for them to go to the bar to get their own drinks and they wanted to move to another table as it was draughty. The waiter told them that he would have to set the table! As an Australian traveller overhearing these comments I was horrified. Hotel rooms are dated & really need a makeover especially the bathrooms & beds & pillows. I could not believe the standard of a Mercure hotel.
We stayed 4 nights, bookings mucked up our tours & then we were told they were fully booked when I tried to make a substitute for their mistake. Overall the hotel experience was a nightmare.
I would suggest that a separate desk for tour bookings may alleviate some of the issues that we had along with a number of other guests.
If I return to Fraser Island it will not be staying at this hotel. The island is beautiful even in the rain & the whales were fabulous but I could have done that from Hervey Bay.

Room Tip: Hotel rooms overlooking the beach are good but need refurbishing
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  • Stayed August 2014, travelled as a couple
    • Location
    • Cleanliness
    • Service
Helpful?
1 Thank Trish C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
KingfisherBayGroup, Manager at Kingfisher Bay Resort, responded to this review, 14 August 2014
Dear Trish C
It is never our intention for our guests to leave our property upset or unsatisfied and we apologise that you haven't enjoyed your time on island. You don't mention if you spoke to our Resort Manager, Wayne Harris or our Operations Manager, Leanne Ellams, at any time during your stay, but we would be happy to make contact with you to talk through the contents of this review (please email us on feedback@kingfisherbay.com and mention this review).

We also wanted to let you and other readers know that we have a rolling refurbishment program in place and in early September we will be replacing hotel bedding, pillows and soft furnishings.
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Anchorage
Level 2 Contributor
5 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 9 August 2014 via mobile

What a pity. Fabulous setting & building, on-site staff very friendly & hard working but many misses & poor communication from the booking staff in advance made for a frustrating experience overall. Restaurants not open late enough for a full day out on island & leisurely dining- do take out. The airport pick-up turned into a group van that I had to wait 2.5hrs for in Brisbane- I wish I had rented a car & driven up. Would have had nearly an extra full day on the island.

  • Stayed July 2014
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Jboreal
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
KingfisherBayGroup, Manager at Kingfisher Bay Resort, responded to this review, 10 August 2014
Hi Jboreal
Thanks for taking the time to post and our apologies that your stay hasn't meet expectations. We are interested in knowing more about what happened with the booking process and the airport pick up (which is contracted to a third party operator) so we can follow up on your behalf. Please feel free to contact us on feedback@kingfisherbay.com (and please mention this review title).
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Sydney, Australia
Level 6 Contributor
109 reviews
31 hotel reviews
common_n_hotel_reviews_1bd8 25 helpful votes
Reviewed 9 August 2014

We stayed for a week and it was peaceful and serene. We had a waterfront room on the 2nd floor which was very clean, a huge balcony which had the sun on it all day. My husband was thrilled with the fishing and caught our dinner on 3 nights. The chefs in the Maheno restaurant cooked it beautifully for a small fee. Both the Maheno & Seabelle restaurants were open but were understaffed which is a shame. In saying that, on the last night Maheno prepared a buffet dinner which was fabulous and the food was fantastic. Maybe more of these type of nights would be an advantage but I do understand that they have to cater for a large clientele. Other than that, you do have to wait to get your meal most nights. Breakfasts are great, everything you could want buffet style. We loved the 4 WD beauty spots tour and the 15 minute joy flight. Such a beautiful island, hopefully will get back there again. Nice to escape our winter for a week of sunshine!

Room Tip: Second floor, maybe 257 and you could see the amazing sunset from your balcony.
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  • Stayed August 2014, travelled as a couple
    • Location
    • Rooms
    • Service
Helpful?
Thank Sandra T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
KingfisherBayGroup, Manager at Kingfisher Bay Resort, responded to this review, 10 August 2014
Hi Sandra T
Just a short note to thank you for the fabulous five stars and for your kind and constructive comments regarding your time with us. If you have the time, we'd love to see your pics of the sunset you mention and the catch-of-the-day from the jetty. Please feel free to share on our Facebook page or hashtag #fraserisland and #kingfisherbay and we'll happily share.
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Adelaide, Australia
Level 5 Contributor
67 reviews
17 hotel reviews
common_n_hotel_reviews_1bd8 40 helpful votes
Reviewed 9 August 2014

We stayed three nights in a hotel room - we thought the room was spacious and loved that we could sit outside on our own deck overlooking the lagoon. The resort had two restaurants 'open' but unfortunately Maheno was overbooked and understaffed every night. The resort seems to cater to huge tour groups at the expense of it's own guests. Surely they could keep a few tables free for those guests without any other options (ie no cooking facilities or microwave?). We had a packet of BBQ shapes as our dinner on one night as we didn't want to wait 2 hours for the next available table. We had to have take away pizza the next night for the same reason. Simply unacceptable in a resort and tarnished our whole experience. We found the staff all very friendly and helpful but would benefit from further training. For example, on two occasions we were kept waiting for over 10 minutes at the reception desk while the person behind the desk made polite conversation with the people in front of us - all very nice for those people but the staff need to achieve a better balance and please all of their guests. Similarly,our final account was incorrect and staff forgot to give us our boarding passes for the whale watch tour we booked. On the positive side, the self guided walks from the resort are fabulous (we did all of them) - McKenzie's jetty was spectacular (great photos opportunities) - and we were the only ones there - magical!

  • Stayed August 2014, travelled as a couple
    • Value
    • Cleanliness
    • Service
Helpful?
2 Thank Helsiewelsie
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
KingfisherBayGroup, Manager at Kingfisher Bay Resort, responded to this review, 10 August 2014
Dear Helsiewelsie
Thank you for taking the time to post, the four-star rating and your candid comments. As you may have seen from other responses in this forum, we are listening to guest feedback and we are reviewing and refining processes to ensure we better meet the needs of our guests. Please accept our sincere apologies and our Resort Manager, Wayne Harris, would be more than happy to oversee any future stays with us (just contact us on feedback@kingfisherbay.com and mention this review).
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Lausanne, Switzerland
2 reviews
Reviewed 6 August 2014

Nice place to stay. Food at Seabelle restaurant was great and more attractive than the one in the Maheno.
The service was good and friendly.
Main pool and spa are quiet places to relax at the end of the day. Tennis courts are nice too.

Stayed July 2014, travelled with family
Helpful?
Thank Kk2402014
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
KingfisherBayGroup, Manager at Kingfisher Bay Resort, responded to this review, 7 August 2014
Hi Kk2402014
It's great to see Swiss travellers soaking up an Aussie winter and discovering gorgeous Fraser Island. Thanks for the four stars and the kind comments re our service and Seabelle. Happy trails.
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Auckland Region, New Zealand
Level 2 Contributor
8 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 6 August 2014 via mobile

...such a shame that this hotel failed to impress. It is beautiful, and in a fabulous setting. Attention to detail really let it down. We had a paid a little more for a suite (being a special occasion), there was an ant problem, the digital part of TV didn't work and the soap dispenser was left on a tea towel on the bathroom sink. This was as we arrived so not a great first impression. Then the water was cold when we went to fill the spa bath as well. At the time the resort was also experiencing power outages as well. Although just minor things compared to some of the other comments on this site, it can sometimes be the little things that can make or break a stay. The concept of Kingfisher Resort is wonderful, good location, lots of great activities like Dingo Talks, bush walks, kayaking. The full day tour with Fraser Explorer Tours is fabulous. The food at The Maheno is great. This place could be fantastic if just a little more thought and perhaps staff training was considered.

  • Stayed June 2014
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Tonita T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
KingfisherBayGroup, Manager at Kingfisher Bay Resort, responded to this review, 6 August 2014
Dear Tonita T
First impressions matter and whilst we can't control the mainland power supply (and subsequent heating issue) we're sorry we've let you down on the areas we can control. We hope we were able to redeem ourselves with the ranger walks and talks, your full day Beauty Spots Tour and the watersports activities. We also appreciate you taking the time to post.
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Additional Information about Kingfisher Bay Resort

Property: Kingfisher Bay Resort
Address: Kingfisher Bay, Fraser Island, Queensland 4655, Australia (Formerly Mercure Kingfisher Bay)
Region: Australia > Queensland > Fraser Coast > Fraser Island
Amenities:
Bar / Lounge Beach Business Centre with Internet Access Free Parking Children Activities (Kid / Family Friendly) Restaurant Shuttle Bus service Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #1 of 3 Hotels in Fraser Island
Price Range (Based on Average Rates): ££
Hotel Class:3.5 star — Kingfisher Bay Resort 3.5*
Number of rooms: 152
Official Description (provided by the hotel):
Nestled in the bush overlooking the calm waters of the Great Sandy Strait, this award-winning ecotourism resort on World Heritage-listed Fraser Island is the perfect base to explore the world's largest sand island. The resort incorporates the 152-room Mercure Kingfisher Bay Hotel, self-contained two and three bedroom villas and houses, and a 174-bed Wilderness Lodge for groups. Resort Rangers also guide a variety of four-wheel-drive coach tours or personalised tours of the island. Access to Fraser Island is by ferry only. ... more   less 
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Also Known As:
Mercure Kingfisher Bay Resort Fraser Island
Kingfisher Bay Hotel Fraser Island
Kingfisher Bay Fraser Island

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