Novotel Twin Waters Resort Sunshine Coast hotel

"weekend away"

17th May 2012, happytraveller400, Brisbane, Australia

hot water pressure appalling; TV's need improving; whole complex looks tired and needs an upgrade. Definitely not value for money here

"OK but not great"

14th May 2012, Golf318, Brisbane, Australia

Disappointed in dining and bar facilities. Would have eaten there if dining options were better. Only drank in bar because we had $50 voucher. Grounds nice. Room small. On website it said we could dine at Lilys but someone there said we could not.

Management responseThank you for your feedback regarding the dining options at the Resort. Your comments have been passed onto the Executive Chef and our Food and Beverage manager as part of their process when reviewing dining options at the Resort. We do have 4 dining options available each night including Nouveau Restaurant, Aqua Lounge + Bar menu, Grabbit and Go Take Away menu and our in room dining. Guests can also cook their own Barbecue at one of several complimentary barbecues around the resort.
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"Very disappointing"

14th May 2012, SZL_Australia, Mackay, Australia

Dirty smelly room - bins had not been emptied and contained a soiled nappy! Spa bath to dirty to use.Restaurant service lousy, staff rude and uninterested, buffet ran out of food and was not replenished.Definitely will not go back.

Management responseThank you for your feedback regarding your recent stay with us, the standard of the room you were allocated is not acceptable. The supervisor who was responsible for checking the room has gone through our disciplinary process.It is disappointing that you found the staff rude and uninterested as we have always prided ourselves on the can do helpful attitude that our team usually portray. We have provided your feedback to the whole team as part of our resort communication process.
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"Home from Home"

11th May 2012, 477GGB, Hervey Bay, Australia

Had a quick stopover with the bicycles and surfboards. Lovely relaxed feel and very helpful staff - reminded me of home!

"Good time"

10th May 2012, dch04007, Rockhampton, Australia

Location was good Restaurant excellent,have stayed here before. hopefully longer stay ;next time. left pillow behind and called back for it on return from Brisbane much appreciated it was left behind desk.

"Very pleasant experience"

10th May 2012, BevB41, Perth, Australia

This is a wonderful place with huge, tropical grounds. Our room overlooked a lagoon from our very adequate balcony. The staff were very friendly and professional. Lots of bushy paths to stroll around. Great for kids to ride their bikes etc. A 5 min walk to the ocean beach. There were several lagoon beaches at your doorstep for swimming or boating. We had the wonderful seafood buffet on the Saturday evening- Devine.

"Attending Workshop"

7th May 2012, Moira0853, Bunbury, Australia

A great place for families & conferences. I think not having the option of an a la carte breakfast was disappointing. I accompanied my husband to breakfast on Monday 01 May (I did not wish to have breakfast) and was greeted in an extremley officious manner when we said there would be only ONE for breakfast. The mature blond lady clearly didn't believe us, never asked where we might like to sit and constantly watched to see if we "shared a plate"; extremely unprofessional. All the rest of the staff couldn't have been more amicable and professional.

"Twin Waters"

6th May 2012, Ray4506, Brisbane

Lovely place to stay. Bathroom cleanliness not up to sandard. Bathtub still had a lot of black marks around the tub. Everything else was great. Staff excellent, restaurant was fantastic and the service was wonderful

"very poor and over priced"

4th May 2012, sofclub, Surfers Paradise, Australia

The moment you charge $625 for two nights bed and breaakfast you raise peoples expectations. The service was very poor, we where told here is a map there is your room and nothing else. We had to find our room off the map in the pouring rain carry our own baggage where not told where breakfast was and given no vouchers etc. The room was supposed to be lake veiw, we could only see about a 2 metre patch of the lake, it was freshly painted but the draws were discusting and I would hate to use any thing from theme. There was tiles falling off the walls in the kitchenete, the lights in the bathroom didnt work, beakfast was very disapponting, no coffee to the table you had to make your own, no tomatoe juice, no honey for the toast which you had to cook yourselfe in a toaster that looked like you got it from a dollar shop and had to line up to to use, the scrambled eggs where made from powder or tasted like it, the floor was scattered with food left from other patrons. I have stayed in $100 hotels with better service and cleaner. Absolutly discusting.

"A quick trip away"

1st May 2012

Very relaxing place to unwind with excellent service - only a short relaxing drive from Brisbane airport. A resort so close to the main city with the atmosphere of being in a tropical Island

"Generaly good but could be better"

30th April 2012, Tommo_0Z, Brisbane, Australia

We stayed at the Novotel Twin Waters for 4 nights. The positives about this resort is that there is a beautiful lagoon located at the centre of the resort with an activity centre that offers free activities such as kayaks and catamarans and feeding the fish. The activity staff are generally friendly and helpful. Wifi is not free but there is complimentary internet access in the lobby. The resort pool is also great to relax in but there is no wait service to for instance have drinks or snacks served at the poolside... Generally the grounds are well maintained with gardens and manicured lawns. Some of the drawbacks are that the air conditioning of the room we stayed in was extremely cold and can not be adjusted and it is also rather loud. Every time I turned on the air conditioning, our room sounded a little like the engine room of a ship. There are a number of things not included in the price of our room as I would normally expect such as ordering a complimentary newspaper in the morning. Also there is no automatic room cleaning. You need to hang a sign on the door handle to request this which we were not aware of the first night. The room fitout was a little dated and some aspects of the room could be better maintained such as the lock to the sliding glass door leading to the patio of our room was very difficult to lock and not in good condition. Also the main door does not have a secondary lock.

Management responseThank you for your feedback regarding your stay we do appreciate your positive and constructive comments.Your feedback regarding your room cleaning is concerning as your room should have been cleaned daily. You only need to hang the sign on your room door if you have had a do not disturb sign up during the morning. If you could contact me with your room number I would like to investigate this further. I will also be able to address the maintenance issues you mention once I have details of your stay.
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"Hard to believe that this is Accor standard"

28th April 2012, Eric3111, Australind

The room was filthy - bird droppings at the front door and ants inside. The bathroom lacked privacy, was noisy for others trying to sleep and had a generous quantity of previous occupants hair in the floor. The fridge was noisy and did not encourage a good nights sleep, The external passages had huge quantities of leaves and was not cleaned up during our stay. Meal choicers were dismal (reduced to eating in the bedroom after collection of takeaways) if you didn't participate in the theme of the day.

Management responseThank you for your feedback, it is unacceptable that you experienced the levels of cleanliness that you describe. I would like to get further information from you regarding the room you were staying in so that I can address the cleaning issues you experienced whilst at the Resort. If you can contact me with this information it would be appreciated. With regards to your dining options we do have the Aqua Bar + lounge, nouveau restaurant, grabit and go, Deli and in room dining to select from. Your feedback regarding the choices available has been passed onto the Food and Beverage Manager as he is reviewing menu items with the executive chef.I would appreciate further details regarding your stay as I would like to address the issues you raise.
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"Relaxing night away"

27th April 2012, Dirranbandi, Ipswich, Australia

Very relaxing location - only spent one night but felt very refreshed! Facilities were great and the breakfast buffet was huge with plenty of choices.

"Twin Waters - Great Value"

26th April 2012, Sarahwatmo

Would highly recommend Twin Waters. The activities - sailing, canoeing, windsurfing, fish feeding are all free. Staff were really helpful and loads of options for eating - restaurants/takeway/deli. Had a really great time and was excellent value!

"Great location & activities"

26th April 2012, GTJIMZEE, Caloundra, Australia

Twin waters is a favourite of mine. Great Location and activities for the family. The hotel offers nice surroundings with the lake central for water activities etc. I always enjoy my stay there. However, the rooms fittings are starting to age (Rust) and the TV's are getting on. The quality of the picture is appalling and you would not bother paying to rent a movie to watch on such poor quality. The beds are comfortable and the rooms are clean. The restaurant is good to eat at but if you're an Accor member, no discount for Breakfast.Better off getting FRESH breakfast at the cafe near the foyer with REAL coffee! Save a penny too!

"It's a bit tired"

26th April 2012, Glenn F, Hervey Bay, Australia

Overall we had a great time at Twin Waters. The food and recreation facilities are really good however the room we stayed in had obviously seen better daysThe fold out sofa bed was creaky and the air conditioner was very noisy. The motor is in the roof above the bathroom and vibrated loudly whenever the motor kicked inThe only other comment would be about the size of the TV's in the room. It is further evidence that an update is required

Management responseThank you for your feedback, as we become aware of rooms that have air-conditioning issues we are checking the status of the unit and replacing them as appropriate. With regards to the televisions we are replacing any units that fail with large screens and have put it to our owning company that this should be completed in all rooms.
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"Definitely onto a winner!"

25th April 2012, schottgun93, Sydney

I decided to take my family on a surprise weekender away from the city, where I chose to stay at Novotel Twin Waters. I really was in for a shock at just how lovely the place was.The water feature in the lobby gave a calm and serene setting, and the staff were extra friendly. Initially, they offered me a $150 discount on the room if I sat through a sales pitch for the Accor Vacation Club, which I declined, but at least it's an option if you're keen...The room was lovely. Not as modern as other Novotels i've stayed in, however it wasn't old-fashioned. It had comfy beds, air-conditioning, lots of room, and a large bathtub. If anything, the television was a bit small considering the size of the room, but then again, we didn't go all the way to the sunshine coast to watch TV. I was a little disappointed to find sand on the couch, but with the room being so close to the beach, I'll forgive them for that. However, there were a few spiderwebs under the bed which may be a cause for concern for some araknaphobes. Dinner was extraordinary. $68 seemed a bit pricey for a seafood buffet on face value, but after trying our first round of dishes, it was worth every cent. The choice, and the flavours were amazing - so much so that we came back again the following night to have a second go.Breakfast was also pleasant, but at $28, it was too expensive.The facilities on offer at the hotel were A+. The swimming pool was great for the kids, as well as the water trampoline. They also had kayaks and catamarans available for free. The beach was a short stroll away (~10mins walk at the most).The location was great! Only 90mins from Brisbane CBD, and there was lots to see and do on the way up if you weren't in a hurry. Also, plenty of alternate food and bev if you didn't want to eat at the hotel.All in all, a great weekend. I would certainly come back again.

"Understaffed for Easter"

25th April 2012, Bris_Fam28, Brisbane, Australia

My extended family and a group of friends stayed at Twin Waters for 4 days over the Easter Break. While the reservation staff were very helpful, we found the actual resort to be apparently understaffed compared to our stay the year before. Eating choices were very limited, with Lily's being recently closed, the only other options were the buffet (too expensive, and too much food), the BBQ (same), the bar (way too busy), the takeaway (busy as well) or room service. We were very disappointed that there was no affordable a la carte choice, and no fine dining option if we wanted to treat ourselves (which we did).Outside dining tables were in such high demand that we found ourselves leaving the resort in order to have a sit down meal.Similarly the pool bar had closed as well. Such limited eating and drinking choices on surely what must be one of the busiest times of the year is mystifying.The lagoon seemed to be poorly supervised as well. Towels were on short supply a couple of times, and there was no supervision of the catamarans or other water activities except for one clearly frustrated staff member who was continually begging people to stick to the rules and consider the other guests. As we have a toddler we didn't use the water activities much, but the constant voice over the microphone was irritating as it was obviously being ignored, and an actual person on the scene would have been much more effective.Unless the resort supplies some more dining options and a more appropriate level of staff, I can't see us returning in the future.

"great place"

22nd April 2012, teeman1, Newcastle, Australia

this place has great ammenities for all ages, it is set on a very large area of well presented lawns, gardens, paths situated on its own private lake, the quality is exelent, highly recomend to every one.

"Twin Water"

22nd April 2012, AlexFav84, Brisbane, Australia

Location is great.Room and bed sheet were not very neat and clean. Room had missing paint in some corners, is felt a bit dusty. Tv was not workingHotel activities got cancelled very easily, even thought was sunny. So we didn't have the opportunity to do any of them.Great things are the free activities. The goals are old and the nets are not well kept including the volley ball field. When we order some water for the room, we had to wait 25 minutes before getting it. Breakfast buffer was all right, disappointed that I couldn't use my Advantage Plus membership. There was no advantage to have the membership for breakfast, so i was not happy about that at all. The spa was not warm enough.

Management responseThank you for your feedback regarding your recent stay at the Resort, your comments regarding the activities and equipment have been passed on to the activities team to review.Your feedback regarding the room is of concern and the Executive Housekeeper has been asked to look into your comments with his Supervising team.With regards to your Advantage Plus membership discounts, we are a Resort property and in the terms and conditions of the card it does state that the Australian resort properties do not provide a discount for breakfast. We do offer very competitive breakfast inclusive packages for members for this reason.
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"Pleasant stay"

21st April 2012, Jenny386, Brisbane, Australia

Had a wonderful week over Easter at Twin Waters. Have stayed here many times and always thoroughly enjoy it. Plenty of things for the kids to do and always nice and relaxing. Was a bit disappointed in the furnishings in the room this time though as the sofas in the lounge were full of mould and, being white, were a bit offputting. Had no lights in the bedroom and had to get a lamp bought in. Also, we were not happy with the fact that young children on scooters were actually allowed to scoot around the foyer area and Aqua Bar when it was very crowded with people having dinner.

"Twin Waters Resort"

21st April 2012, MOB3, Auckland, New Zealand

I was on holiday alone with 2 teenage sons. I was told Twin Waters Golf Course was great so googled it and up came the Twin waters resort. They in fact no longer own the club but we did not have trouble getting a tee time. Resort is huge. We had 2 rooms with a sitting room. The tv in the sitting room did not work nor did the air conditioning. We slept with doors open but all woke hot in the night. There were free water activities available on the lagoon, plenty of kayaks, but you queued for catamarans (not all were available for use) and only one windsurfer. Perfect spot for learning that.if you got the chance. Restaurant food pretty average, but cafe good value for lunch. It is relatively expensive, and probably better suited to families of small children as it has child minding . Similar to a Fiji style resort.

Management responseThank you for your feedback regarding your recent stay at the resort, we would like to address the maintenance issues you outline in your review, to do this we do need some details from you as to your room number and date of stay. If you could contact me with that information it would be appreciated. I would also like more information on your dining experience including what day you dined and whether it was breakfast lunch or dinner.Thank you once again.
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"A weekend with 4 adults & 4 teenagers"

19th April 2012, choopy70, Brisbane, Australia

We have stayed many times at Twin Waters, and will return again and again. The facilities are perfect for our family and our friends too, with so many activities to be enjoyed for free or for a small fee. The service we received during our stay was perfect, and the staff from all areas of the resort were very friendly and efficient at all times.

"excellant"

17th April 2012, christandan, Broadbeach, Australia

one of the spa bath jets in room 263 was not working and the shower cubicle did not seal well at all.The staff were fantastic and friendly. Would stay again.

"enjoyed the stay"

15th April 2012, holly270, Sydney, Australia

we were happy with our stay. Kidscove especially was impressive. Free watersports was a nice surprise. Accomodation was fine. One dissapointment was that the website says pool is heated and this was not the case.

Management responseThank you for your feedback regarding your stay, I was very concerned that our website had incorrect information listed however upon investigation it does read “Seasonally heated outdoor swimming pool & spa” and we do heat the pool from Easter to hte September school holidays. If there is another website with incorrect information on it I would appreciate it if you can let me know what the site is.
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