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“Wonderful Stay with some minor issues”

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Sheraton Grand Mirage Resort, Gold Coast
Ranked #1 of 5 Hotels in Main Beach
Certificate of Excellence
Reviewed 26 October 2013

I stayed at this hotel with my husband who was attending a conference. Here are our comments

Arrival - met by the parking attendant who asked if we would like him to park our car. We declined and went down to the car park ourselves. Was quite surprised to find this parking was free and obviously you don't need to be a guest as there was no key entry required.

Check in - quick and efficient. Warmly welcomed by the receptionist, nice big smile. Good first impression for us. Asked if we would like help with our luggage, again we declined. Went to the car park and then took the lift to L1. Came out at this level but had no idea where our room was as this is not a standard hotel configuration. Wandered around and then was helped by a Sheraton staff member who pointed out where to go. Might have been slightly more helpful if he had escorted us to the room rather than just giving us fairly vague directions.

The Room - interesting room, not square. Had sliding doors which opened completely with a small table and two chairs outside. Very nice. Two double, very comfortable beds, which was fine with us. We slept very well. Housekeeping - no bottled water on the first day but then it suddenly appeared on the second one. Apart from that all ok.

Breakfast - amazing array of food, all the usual breakfast fare and of an extremely high quality. I would recommend eating early as it gets busy but perhaps not too early. We ate at 7 am and when we were finished I noticed that the eggs benedict had arrived which is my favourite breakfast item. They certainly were not there when we arrived. Breakfast chef could do with a bit of cheering up, I asked for a fried egg and he just pointed to one he had just made. Ok so I didn't notice it! No need to glare at me.

Gym - husband attended, said it was very good. We walked over to the Golden Door on arrival. Grounds look like they could do with some maintenance over that part of the resort.

Swimming pool - great one of the nicest I have been in.

All in all a good stay, I would definitely stay there again if I was going up to the Gold Coast again. Staff generally very well trained and efficient but that is probably what I would have expected from this class of hotel.

Room Tip: I think we stayed in a Terrace Room, with sliding doors which open right out. A small table and two...
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  • Stayed: October 2013, travelled on business
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1  Thank kohkoh
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MarkSexton, General Manager at Sheraton Grand Mirage Resort, Gold Coast, responded to this reviewResponded 30 October 2013

Dear Recent Guest

Thank you for taking the time to review your recent stay with your husband. We really appreciate the amount of detail you have included, and are very pleased that overall your stay was an enjoyable one.

Please accept our apologies though for your experience with regards our Breakfast Chef, and our associate who should have immediately shown you right to your room. Whilst we are blessed with a beautifully renewed resort, we are equally blessed with associates who genuinely enjoy going out of their way to assist our guests, and it is disappointing to read of these two lapses, uncharacteristic as they are.

Looking forward to the pleasure of welcoming you and your husband back to our beautiful beachfront resort when you are next heading our way.

Warmly
Mark

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1,171 - 1,177 of 1,592 reviews

Reviewed 25 October 2013

My partner and I stayed at the Sheraton for a weekend, and it was absolutely blissful. The service was amazing, everyone was so friendly and helpful. The room was spacious, and immaculately kept. We dined at the Terraces Restaurant for Breakfast and Dinner, and the food was amazing, and the service was even better. I would definately recommend to any couples we need to get away to stay the Sheraton.

  • Stayed: September 2013, travelled as a couple
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Thank Treenzy
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MarkSexton, General Manager at Sheraton Grand Mirage Resort, Gold Coast, responded to this reviewResponded 31 October 2013

Dear Treenzy

A big thank you to you and your partner for choosing Sheraton Mirage for your weekend away, and to you for for posting your first TripAdvisor review on your experience.

We’re delighted you so enjoyed our beautiful resort, and look forward to when you can next “escape” and return for another weekend of relaxation and special times together.

With warm regards
Mark

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Reviewed 25 October 2013

My husband and I have stayed at the Sheraton on the Gold Coast twice now and we enjoyed each visit. It's a fantastic break away from work (and the kids) you really just relax and have a great time. I only wish we had the time to stay longer, we didn't want to leave! We won't go anywhere else now, the food is amazing, all the staff are so nice, I just can't say enough how much we love it.

  • Stayed: October 2013, travelled as a couple
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Thank Kelly F
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MarkSexton, General Manager at Sheraton Grand Mirage Resort, Gold Coast, responded to this reviewResponded 31 October 2013

Hi Kelly

Thank you for returning earlier this month with your husband. We love that you love our resort, and appreciate your support and your lovely review on this most recent stay.

Looking forward to welcoming you back when the opportunity arises for you to spend more special times together here at Sheraton Mirage.

With warm wishes
Mark

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Reviewed 21 October 2013

Beautiful resort on the beach. Flagged swimming area out the front with life guards on duty. Great pool area, including pool bar, plenty of lounge chairs & umbrellas. Yummy dinner & breakfast buffets! Really helpful staff, we're able to organise a cot for our baby at the last minute. Resort is in a good location in relation to sea world, plus has a shopping complex across the road if needed. Cannot fault anything from our stay.

Stayed: October 2013, travelled with family
1  Thank relaxer24
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MarkSexton, General Manager at Sheraton Grand Mirage Resort, Gold Coast, responded to this reviewResponded 26 October 2013

Dear Amex Traveller

We appreciate you taking the time to review so positively your recent stay here at Sheraton Mirage, and are delighted this was such an enjoyable one as we understand how precious it is to spend special family time together.

Please come back and see us again soon.

With warm regards
Mark

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Reviewed 21 October 2013

I was recently at the Sheraton Mirage along the Gold Coast in Australia for a business conference. This is definitely a laid back resort with excellent location starting with the breath taking view of the Atlantic Ocean when you walk into the hotel. Right behind the hotel is a beautiful beach that you can watch the sunrise from. Across the street is the a shopping mall and marina. Since this was part of a business conference, we had the opportunity to work with the hotel staff and they were generally very helpful and tried their best to make are stay as wonderful as possible. Their green vouchers are a nice touch if you don't need room service as you can get a $15 voucher to use at their restaurants.

The only downside is that since it is a resort, you have a lot of families and children on the property. This makes keeping the hotel clean at all times a difficult task and is evident as soon as you step foot in the hotel. Some guests just aren't as considerate as others in public.

Stayed: October 2013, travelled on business
2  Thank DWSF
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MarkSexton, General Manager at Sheraton Grand Mirage Resort, Gold Coast, responded to this reviewResponded 26 October 2013

Dear Recent Guest

Thank you for reviewing your recent conference experience here at Sheraton Mirage…and for making this stay at our beautiful resort your first TripAdvisor review!

We are delighted you enjoyed our facilities and position, and the service of our dedicated associates.

Our apologies though for any lapses in the presentation of our public areas. The highest level of cleanliness is our standard right throughout the resort, and I am sorry that this was not entirely evident during the period of your stay.

Looking forward to your return….perhaps on a leisure visit next time?

Warmest wishes
Mark

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Reviewed 20 October 2013

We have returned to this great location after a hiatus due to the poor service from our previous two stays last year. I am glad that we have returned with better service this time but probably still average in todays standard. The staff are nice and friendly but for lack the "sharpness" that some other hotels and resorts have to offer.

My gold status was acknowledged, but has to ask for my SPG water. We were apparently upgraded to a larger corner room, but it was disappointing that we only receive a room with a partial ocean view on the second level as we asked for an Ocean View room.

The comfort of the bed is the usual good SPG standard, and breakfast is good as usual, and glad to see the egg station is now healthier then previous.

The room renovation didn't really bring the best out of the room, where it is left with a hybrid of new and old that didn't quite work.

  • Stayed: August 2013, travelled with family
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1  Thank sparoz
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MarkSexton, General Manager at Sheraton Grand Mirage Resort, Gold Coast, responded to this reviewResponded 23 October 2013

Dear Return Guests

Your choice to return to Sheraton Mirage for your August visit to the Gold Coast is appreciated, as is the time you have taken to recently review this latest stay.

We’re very sorry though you have encountered service issues in the past, and that you rate our service as “average” as that is certainly not our service culture which is to welcome and care for our guests and patrons with the highest level of warm, friendly and professional service. We hope you will come back to us again, and on that occasion we are confident you would enjoy a resort experience which includes our renowned Sheraton Mirage 5 Star service.

For the moment we thank you again for your review, and for your loyal support of Starwood Hotels & Resorts as a most valued Gold Member.

Warmly
Mark

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Reviewed 19 October 2013

My favorite part of this place was opening the sliding windows and have my entire room open to the outside. I was able to sit there and enjoy the breeze from the beach in my room.
There are several buildings here, so make sure you know where you are going when you check in. Once in your room you will see it is not a standard shape. It is nice to not be in a square box.
The pool complex is wonderful with a pool bar and there is a gate to go to the beach. Right past the gate there is a bike path, so if you can rent a bike you can peddle up and down the beach.
There is a buffet restaurant downstairs that is expensive but it is very nice. Lots of great seafood.
Avoid the bar across from the lobby. The bar tenders are pompous and will not give you what you ask for. Everyone else in the hotel seems very interested in giving the guest what they want.

If you do not get your room cleaned you get a voucher for a discount at one of the hotel restaurants.

There is a sky bridge that goes over to a small mall with shops, McDonalds, and a convenient store on the side. There are some other restaurants around that are much better priced than the hotel food.

  • Stayed: August 2013, travelled on business
    • Value
    • Location
    • Sleep Quality
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1  Thank setcarp
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MarkSexton, General Manager at Sheraton Grand Mirage Resort, Gold Coast, responded to this reviewResponded 24 October 2013

Dear Top Contributor

Thank you for recently reviewing your August business stay here at Sheraton Mirage.

We are delighted you enjoyed our glorious location and the open air ambience of the ocean view accommodation, and the easy access to dining and shopping at Marina Mirage.

Your Pearls’ Bar experience is concerning though, and we apologise for the attitude you encountered and described which is totally unacceptable at our resort. Our Bars Manager is sharing your comments with his team so they will clearly understand any lapse in our service standards from a guest perspective.

Looking forward to the opportunity of welcoming you again if your travels bring you back to Australia in the future.

Warmest regards
Mark

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Additional Information about Sheraton Grand Mirage Resort, Gold Coast

Address: 71 Seaworld Drive, Main Beach, Gold Coast, Queensland 4217, Australia
Phone Number:
Region: Australia > Queensland > Gold Coast > Main Beach
Amenities:
Bar / Lounge Beach Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Parking Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#1 Family Hotel in Main Beach
#1 Luxury Hotel in Main Beach
#2 Romantic Hotel in Main Beach
Price Range: £157 - £481 (Based on Average Rates for a Standard Room)
Hotel Class:4.5 star — Sheraton Grand Mirage Resort, Gold Coast 4.5*
Number of rooms: 293
Official Description (provided by the hotel):
Surrounded by sparkling lagoons and tropical gardens. The Gold Coast's only five star resort to offer an absolute beachfront location. SPG Members receive complimentary in room internet when booking direct. ... more   less 
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Also Known As:
Sheraton Mirage Resort And Spa
Sheraton Mirage Hotel Main Beach
Sheraton Main Beach
Main Beach Sheraton
Sheraton Grand Mirage Resort, Gold Coast Australia

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