I wrote a review about the Sheraton Mirage Gold Coast last year stating that the service was impressive. I stayed there again in May 2014 but unfortunately I would no longer rate the service as good as 12 months ago. While multiple websites list this resort as having a turn down service, at some stage during the last 12 months they changed this service to “request only”. Unfortunately they don’t tell guests this when checking in so you don’t find out until you don’t receive the service on the first night. This policy seems to have lost sight of good service and it appears more aimed at cost savings for the hotel. Why not tell guests when they check in rather than having them find out the hard way?
I actually checked into the hotel twice in one week, neither time being told about the turn down service being request only. I mentioned to reception when first checking in that I had to stay somewhere else for 2 nights in the middle of my stay because when I tried to book the whole hotel was booked out. He showed no empathy regarding the situation which surprised me. It was probably a God send because I ended up staying at the Hilton Surfers Paradise for those 2 nights and found it a better alternative to the Sheraton.
Two nights after checking back into the Sheraton my room was invaded by large ants. This happened when I stayed there last year and I now realise it must be a regular occurrence. At my request I was moved to another room (last year they sprayed my room twice but the ants still returned) and 2 days later when I checked out I noticed some more ants in the new room. When I mentioned at check out about the ant problems the receptionist actually said nothing! I took that to mean she’d heard it so many times before that there was nothing she could say. She just gave me a look and smiled.
There also seems to be inconsistencies with the room servicing. On my second stay room service left mouthwash in the bathroom after the first night. I received no mouthwash for the first 3 nights. I don’t understand why. This also occurred when I stayed there last year. Do they only put it out one day a week?
On the morning of my first check out the door bell went and there was a male staff member at the door. I have no idea what he was there for. After opening the door he said, "Oh, I didn't expect anyone in here". I told him I was checking out that day and he just said thanks and left. Strange.
On the positive side the beds are comfortable, the bathrooms have a nice large bath. The lagoon and surrounding gardens are beautiful and the breakfast buffet is outstanding.
I wouldn't bother with the Golden Door Spa next door. They have no soap in the showers, only shampoo & conditioner. If you've had an oil massage, how are you supposed to get clean? When I pointed out there was also no soap in the dispenser next to the basin they just said, "Oh, the people using the gym must have used it all". My 80 minute massage ended with the masseuse standing over me, not touching me for nearly 10 minutes. I have no idea what she was doing. Maybe reiki (which I didn't ask for)?
With the drop in service standards and the ongoing issue with the ants, I can’t recommend the Sheraton Gold Coast to my friends or work colleagues. For the price they need to do better. For luxury accommodation I would have to say the Hilton is much better value, style & service.
- 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