Paul Pavlos
Google
I could write an essay on this place and the pathetically uncaring attitude of the manager. Over the 50 years we have been going to the Gold Coast this was the worst experience we have ever had. This accommodation is so outdated that we could not get into our room late at night as the key would not work! We had a lengthy wait in the foyer for a mobile security guard to come and let us in. The stressful nature of this cannot be underestimated as we are not young. The care factor of the manager was non existent. She should not be working in this position. Her lack of communication and the disrespectful manner we were shown throughout our complaint was totally unacceptable to paying guests! Good luck parking in this soon to be demolished place( does that that tell you something??). Construction workers from next door have permission by management to park in the inadequate parking lot. You will have to probably find a spot ( if you can find one) in the busy street. Be careful to avoid a parking fine as others have experienced! So much for caring first about guests. Does that tell you something about this place? Care factor is terrible. This is a short version of what transpired but suffice to say, go there at your own peril...you have been warned. Best to pay a bit more and experience some respect and a better holiday. You do know that price usually dictates quality.
Rooms1.0Service2.0Location3.0
Response from the owner
4 days ago
Dear Mr. Pavlos,
Thank you for sharing your feedback. We regret that your experience with us did not meet your expectations. We understand that the key issue during your stay was frustrating, and we acted promptly to resolve it by sending our security team to assist you within 30 minutes. We recognise that any inconvenience can be stressful, particularly after a long day, and we did our best to address the situation quickly.
We also want to acknowledge that we made several efforts to resolve your concerns. Our manager reached out with a formal apology and offered a substantial discount for a future stay, hoping to make amends. However, we found that your subsequent communication, both in calls and emails, became personal and confrontational. While we are committed to providing excellent service, we ask that interactions remain respectful and constructive. Mutual respect is essential in resolving any issues effectively.
Regarding the parking situation, we are aware of the challenges caused by nearby construction and are actively working to improve the parking experience for our guests. We apologise for any inconvenience this has caused and appreciate your understanding as we work on improvements.
We value all guest feedback and continue to use it to enhance our services. Should you choose to stay with us again, we hope for more respectful and constructive communication moving forward.
Kind regards,
Greenmount Beach House Team