My wife and I stayed her for a couple of nights in November 2013.
Upon arrival the desk staff were helpful and we had no trouble parking and finding our room - which was a downstairs room at the end of the pool.
It was quite windy that night and this being Queensland meant we were not too surprised to find a large locust/cockroach type creature had got into our shower room.
As we left for Fraser Island the next morning I reported this to the desk staff who promised me they would get rid of our uninvited visitor. However when we arrived back later that evening we were very disappointed to find that the flying creature was not only still in the shower room, but the room had not been cleaned and none of the complementary condiments had been replaced. I went to the front desk to report the matter and again the staff were most helpful and apologetic and gave me replacement condiments and shower soaps etc.
When we left the following morning I expressed my disappointment to the staff.
A few days later I received an unsolicited email from the manager apologising for the oversight and giving a full explanation as to the communication breakdown between the various cleaning staff. He also offered us free night by way of compensation. As we were back in England by this time we were unable to take him up on this offer. I explained this to him and he refunded the cost of the night in full.
This is an excellent example of customer relations being applied. These things can happen and most establishments shrug their shoulders and do nothing. We have no plans to visit Hervey Bay again in the forseeable future, so it was not as if the Ramada had lost a customer. Quite the opposite. I would stay there again and would strongly recommend this place to anyone. I have categorised the ratings properly to reflect our experience. BUT THE CUSTOMER CARE SHOULD BE TAKEN AS THE OVERIDING FACTOR IN THIS INSTANCE.
- Official Description (provided by the hotel):
- This stylish resort and hotel is ideally positioned in the vibrant yet laid-back town of Hervey Bay. Choose from studio rooms, one bedroom suite or enjoy with the family a two bedroom apartment. The property is ideal for business or pleasure. Features include a heated spa,two pools including a 42 metre pool oasis. Enjoy a massage around the pool in our poolside gazebo, enjoy a bike hire along the waterfront to Enzo or Aquavue, a seaplane over Fraser Island and return to live music in Smokey Joe's Cafe bar and grill with our signature Taste of the Bay Seafood Platter. This is the perfect launch pad to experience the natural wonders of World Heritage listed Fraser Island, whale watching (August to October) and the coloured sands of Rainbow Beach. ... more less
- Reservation Options:
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- Also Known As:
- The Ramada Hotel Hervey Bay