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Castaway Cove – reviews, photos

528 David Low Way, Marcus Beach, Queensland 4573, Australia
Hotel amenities
Castaway Cove
4.0 of 5 stars 16 Reviews
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16 reviews from our community

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Date Rating
Brisbane, Australia
1 review
2 helpful votes 2 helpful votes
“got a problem? cop it or get out.”
1 of 5 stars Reviewed 10 February 2011
2
people found this review helpful

i'll start this by saying that we are australians and not from the uk. it just seems like all the complaints about this place so far are being blamed on people being foreigners. this is typical of our experience of them however. any problem is the guests fault and how dare you raise an issue. i'm sure there will be a response to this explaining in great detail why there was absolutely nothing wrong with how they handled the situation and we should have changed our behaviour to suit them (even tho it was our holiday). i note how the positive reviews of this place are suspiciously short of detail but who knows.

anyway there was a problem with our booking that we made through a website. as such we decided to sort it out with the booking website on our return as they were fully booked and we knew theres always a few sets of hands these things go through when booking on the net. we said this to them and considered it closed for the time being. however when we returned to our room the phone ran and my wife answered only to have the male manager aggressively run through the reasons why they believed we were in the wrong and we were at fault (we were clearly in the right as we confirmed when we returned home and checked the website - the website has since changed the listed details fortunately).

unfortunately he brought her to tears through this call and his aggressive manner. so after she hung up i rang back to elicit an apology and they refused to even acknowledge that they had upset her (i suppose they believed she was crying for the fun) and were still completely concerned with pointing out that we were wrong with our booking (of course not the issue by that point but as i said it turned out we werent).

during the brief conversations that followed we were told that they 'dont like complaints' and they 'prefer happy customers'. they didnt seem to realise that they could play a role in our happiness while we stayed there, it was all up to us to cop whatever they threw and still come out happy.

they finally said that were were annoying them and they were going to come round and 'abuse us and throw us out' at which point we decided to hell with the cost we'd rather be at home then on holiday anywhere near these aggressive people so we returned the keys and left. (we only live a few hours away in brisbane so we just drove home and were relieved)

as we were only there for a short time i cant really comment on other aspects of the place. the place seemed ok for what it was. pretty simple. wouldnt have described it as a resort really but it did had a pool and was on the beach (so i hear, never saw it) and a basic but comfortable enough apartment with balcony.

with holidays like this you may as well stay at work.

  • Stayed December 2010, travelled as a couple
    • 2 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 1 of 5 stars Service
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Ask dontstaycastaway about Castaway Cove
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Glen Toyer, Manager at Castaway Cove, responded to this review
17 February 2011
Apparently after checking-in to a 1 bedroom Apartment, these guests advised my wife that the unit did not have a spa as advertised. My wife asked me to ring them to clarify what the problem was. The lady insisted that she had booked a unit with a spa. I informed her that what we call our Apartments definitely do not have spas and we do not advertise them as having spas, but our other units do. I thought she may not have checked carefully enough on the Internet and may have mistakenly looked at a different unit. Our Apartments are the cheaper end of our accommodation and guests certainly have to pay more for a unit with such a feature.

I informed her that we are extremely careful about advertising our room descriptions and features so that we do not misrepresent the resort. However she insisted that the website she booked through indicated that the dot point list of unit features listed a spa.

Whilst she was on the phone I looked up Roamfree’s website, which she booked through. The room description certainly did not state that a 1 Bedroom Apartment had a spa, and there was no list of features ! I stated that we could upgrade her to a unit with a spa, however all of our units were booked, as is usually the case on weekends. Unfortunately she was very beligerant and wouldn’t accept the situation. I have no knowledge of the guest being in tears, certainly not on the phone, and even if she was, it was more likely due to the realisation that she had a made a booking error and her romantic weekend was in ruin.

She and her partner rang back several times to complain and just wouldn’t give up. They decided to leave of their own accord, which was very unnecessary.

After later contacting Roamfree I discovered that they had actually booked through a third party website noosa.com which uses Roamfree’s booking engine. We have never listed on this site, and have no access to the data displayed on it. In fact the data had been copied from our own or other websites without our permission. It became apparent that the same dot point list of features, which did in fact contain a spa, had simply been repeated for each of our 12 different room types. This was clearly wrong as each room type has different features. The inclusion of a spa was not the only feature incorrectly allocated, as it turned out !

I issued a formal complaint to Roamfree who eventually admitted a” technical error”, however it took several months for them to correct our data. I asked Roamfree to advise the guests of the situation and that it was not our fault, and suggested that they may like to offer them some compensation. Knowing Roamfree, I would be surprised if either of these were done.

We always try and tell our guests that if they have specific requirements they should always ring the property or book direct on our own website rather than play Russian roulette on thrid party websites.

It is very unfair that we have received a negative review through no fault of our own.
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Brisbane, Australia
1 review
2 helpful votes 2 helpful votes
“Very disappointed”
1 of 5 stars Reviewed 20 January 2011
2
people found this review helpful

Location is great, beautiful beaches but I would NOT recommend staying at Castaway Cove. You can get much nicer places than this for much much cheaper. It sounded great on the internet so we booked a week and we were happy to pay extra for what we thought was going to be a great place but were very disappointed. And the service was terrible!!!

  • Stayed April 2010, travelled as a couple
    • 1 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 1 of 5 stars Service
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Ask Zardy about Castaway Cove
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Glen Toyer, Manager at Castaway Cove, responded to this review
11 February 2011
We can find no record of a couple from Brisbane staying for a week in March 2010. We suspect that this is a fake review and should be taken down.
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Brisbane, Australia
Reviewer
4 reviews 4 reviews
Reviews in 4 cities Reviews in 4 cities
1 helpful vote 1 helpful vote
“exceeded our expectations”
4 of 5 stars Reviewed 8 November 2010

We thoroughly enjoyed our stay. For what we paid, the apartment totally exceeded our expectations, so much so that we had planned to go to Hastings Street for dinner, but ended up purchasing a fresh whole mud crab and enjoyed a seafood meal in our spacious apartment.

I don’t agree with the above comments about management. Sure, the manager isn’t bursting with personality, however he answered all the questions we had and explained food options on a local map for us. The grounds are extremely well kept & maintained.

The beach in front of the complex is a lot quieter than Noosa Heads, which appealed to us.

I will be recommending this complex to friends and family.

  • Stayed November 2010, travelled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
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Ask mcpheatf about Castaway Cove
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Christchurch, New Zealand
1 review
1 helpful vote 1 helpful vote
“dated,dirty,overpriced and run by unusual people”
1 of 5 stars Reviewed 14 July 2010
1
person found this review helpful

We have used Wotif to book accommodation all over Australia sucessfully. This experience was definitely unsucessful. We thought we were going somewhere special, NOT SO The property was not as advertised, from the so called discounted price to the endless series of rules of dos and don'ts. The bedding stunk, and the spare duvet (Doona) in the wardrobe also stunk and was stained YUK. It came with its own lizards (not kidding), dust and grime. Supplies of consumables was also very limited You get the feeling on arrival these people are used to dealing with disgruntled dissatisfied vistors and any complaint or request to change units or refund if you chose to move on would be met negatively. Any dealings with them was unusual, the are available very restricted office hours 5 and half days of the week and not interested. Next time I will be very careful in paying all cost up front and so called discounted rates. We went on and stayed a night in Brisbane that was awesome.

  • Stayed July 2010, travelled as a couple
    • 1 of 5 stars Value
    • 2 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 1 of 5 stars Cleanliness
    • 1 of 5 stars Service
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Ask thirdage072010 about Castaway Cove
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
London
Contributor
12 reviews 12 reviews
Reviews in 9 cities Reviews in 9 cities
5 helpful votes 5 helpful votes
“It's ok, but the management are seriously uptight”
3 of 5 stars Reviewed 6 July 2010
1
person found this review helpful

This place is ok, but I was expecting it to be better. Noosa in general is pretty over-priced in comparison with the rest of Australia. I was expecting this resort to be amazing but we had stayed in similar places for half the price further up the coast.

We found the management to be very uptight. There's a strange vibe, and they aren't at all welcoming. Maybe they were having an off few days?! I'm sure a comment from them explaining that my points are invalid will appear a couple of days after I post this... I feel I should remind them that most places that have bad reviews usually post a note focussing on how they will fix problems, apologising that the trip wasn't as expected, rather than moaning about guest expectations as I have seen on here.

There are signs up everywhere at this resort telling you what NOT to do. Come on guys, people are on holiday. For example, next to the spa bath is a sign explaining how water is a precious commodity and that you should have take a short shower. I appreciate the need to preserve water supplies in Australia, but I would suggest taking the corner spa baths out if you don't wish guests to use them. There are signs in the kitchen, by the pool, and generally dotted around. Another example was when my husband was lying by the pool and the lady came over to ask why he was there- er hello- he's a guest?!! She made him feel most unwelcome and didn't apologise for bothering him when he explained he was staying there- she just wondered off again. I'm not sure if they have problems with people just coming in and using the facilities- one morning we opened the front door to find a chinese couple just sitting on our doorstep- which was odd.

The house was beautiful, you can't fault the location of the complex/resort, next to the beach. Be warned though, the beach villa is not actually next to the beach, it's the second tier in. My mistake apparently. I would have paid the extra to be right next to the beach if this had been made clearer on the website. The pool is small but nice, everything was clean. Our only gripe was that the management are unfriendly- they are like stereo-typical uptight English B&B owners. They are pretty cheap with what is "included" in the amount you have paid. You get one sachet of everything- washing up liquid, washing detergent etc- if you need any more you have to buy them from reception, or from elsewhere. We paid an absolute fortune to stay there for two nights, I don't think providing us with two sachets of washing up liquid would have been too much to ask. It was these little things, that elsewhere in Australia no one would bat an eyelid about providing, that were missing.

This was the last place we stayed before leaving Oz, flying out from Brisbane, and the only place we were disappointed by. Please don't charge premium rates if you are prepared to deliver a high class operation.

  • Stayed February 2010, travelled as a couple
    • 2 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 2 of 5 stars Service
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Ask GoldilocksGirl about Castaway Cove
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Glen Toyer, Manager at Castaway Cove, responded to this review
8 July 2010
We do indeed apologise if GoldilocksGirl’s stay with us was not up to her expectations, however we do reserve the right to correct a number of misconceptions that she has.

Like the vast majority of holiday resorts in Queensland, we are a self-catering or self-contained apartment complex. This means that guests have to look after themselves for their day to day living. We are not a hotel and do not offer the services of a hotel.
I don’t know why it is that ‘poms’ seem to be the only guests that have no experience with or understanding of this type of accommodation.

We provide a limited supply of consumable items, sufficient for the guest for one or two nights, which gives them time to go out and buy their own supplies. If they don’t want to do this then they can buy extra off us. This is clearly explained to every guest upon check-in, and they are given a written list of what is included. If they had bothered to peruse our website they could have seen the full list of what is supplied in advance.

The letting of our complex is not run by a multi-national hotel chain, but by my wife and I. It is our own very small management rights business. The cost of consumables is a cost to our small business. As we have guests staying any time from 1 night to 3 months, it would be impossible to provide every consumable item that a guest might need, and in varying quantities for the length of stay. The vast majority of our guests understand this and have no problem with it.

If we were to provide free extra consumables then the tariffs would simply have to increase which would be very unfair on the bulk of guests who do not use all of the consumables provided. Despite your comment we do provide 2 sachets of dishwashing liquid, not 1. My wife checks that the right amount of consumables are ready for every guest stay.

The complex as a whole is run by a Body Corporate comprising the owners of each individual unit. As holiday letting managers we have little control over what the Body Corporate does. Although there are a very small number of signs around the complex, these are installed at the direction of the Body Corporate. We agree that some are unnecessary and have complained about the need for a couple of them, but to no avail. The signage is there for legal liability reasons and is commonplace in all complexes. Some signage, for example at the pool, is required under Queensland Law.

In regards to the water consumption signs, we are also required to install these under Queensland law, as this part of Australia has experienced very serious drought conditions in recent years. We are only required to maintain the signs. There is no restriction on using the spa bath. It is disappointing that you think appealing to guests to do the right thing is unnecessary.

There is one small sign in the kitchen of each unit requesting that guests properly dispose of their rubbish and left over food into the complex’s garbage bin area. I’m sorry if you believe this to be an unreasonable request.

We have no knowledge of the incident at the pool, but we do have three old ladies who live permanently in the complex and who wish to make the resort private and don’t like holiday makers. We wouldn’t be at all surprised if it was one of them. She has no right to question or inconvenience our guests and we apologise on her behalf.

We have no idea why a Chinese couple were sitting on your door step. We do not have a general problem with non-guests coming onto the property. We have little control over what guests do and it is unfair to criticize the complex for the actions of others.

The tariff for our Beach Villa (normally $210 per night) is hardly a small fortune compared to other complexes in Noosa with absolute beachfront, ocean views, bbq and spa.
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Additional Information about Castaway Cove

528 David Low Way, Marcus Beach, Queensland 4573, Australia
Price range (per night):* INR6,130 - 14,211

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