"We stayed in an Ocean Deluxe Grand Room on the ground level and unfortunately the room condition was extremely disappointing. There was a very strong musty/mouldy smell throughout our stay that made the room feel damp and unhealthy. Honestly, I don’t believe rooms in this condition should be sold.
To be fair, the staff and management genuinely tried to help. We raised the issue the morning after arrival and, due to the resort being full, they explained they couldn’t move us until Wednesday (3 days later). They arranged a deep clean, which we appreciated. Another Ocean Deluxe Grand Room became available on Tuesday in the next block, however it had the same strong smell, suggesting this may affect multiple ground floor rooms.
What saved our experience here is that the staff were absolutely beautiful. They’re warm, caring and professional throughout. I truly felt sorry for them having to manage guest dissatisfaction around room conditions that seem beyond their control.
We paid around AUD $600 per night excluding breakfast, so the room quality felt very hard to justify at this price point.
There were definitely highlights though. Our kids loved the pools, water park, mini golf and buffet. We celebrated our anniversary at Takali Restaurant and the staff made it incredibly special. The CHI Spa was also fantastic and highly recommended.
The resort has a lovely family atmosphere and wonderful staff, but the accommodation quality did not match the luxury branding or pricing."
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