We arrived there at 8 p.m. We called the hotel at very short notice to book a room. Check in is available till 6 p.m. so a kind woman told us that the key would have been in the key box at our arrival. In fact, we found our key and our (free) car park (the hotel was full so there was just one very little space for our car, but luckily there was one!) Very unfortunately, our experience was a nightmare that night! The air conditioning was off, so the room was really hot. When we switched on the air conditioning, it was freezing in one room and still hot in the other one. Unfortunately, we found a big dead insect in the room. Everywhere, we found notice that it was guests' responsability to leave the apartment in the same clean condition as on arrival (the room was quite squalid,actually). We were upset and began to take a picture of everything, bad walls and chairs (and we took a picture of the insect, of course), There was a notice that the sheets would have been refreshed on the 7th day of your stay, the towels on the 4th day of your stay (it was summer and it was really hot, we were two people and just two towels were provided). Actually, further towels were available, for hire! 3AUD per towel. But the worst was yet to come. Unfortunately, it was a Saturday. There were a lot of young guys in the hotel, upstairs (our unlucky room was downstairs) they were celebrating a birthday party until very late (till 2 p.m.) and our room wasn't definitely soundproofing. Furthermore, the hotel is in the very town centre, which is great, but on a Saturday it could be your nightmare, due to the great number of pubs and bars all around the hotel.
In the next morning we went to the reception, I was really upset.
I think the man at the reception had no doubt about that. I showed him the photo of the insect and told him what happened. He understood. He changed our room. He didn't charged anything for our nightmare night. He gave us a great room. It was upstairs, in the corner and above the beautiful lagoon pool. It was quiet, no notice, no insects, no noise, no squalid things. We had been travelling through Australia for more than one month from Italy, and could sleep and enjoy the beautiful place.
It depends on the room (and maybe on the date of your stay). We appreciated the understanding, the change of our room and the last room. At the end, we have a good memory of our stay at Whitsunday on the Beach.