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Reviewed 7 November 2017 via mobile

I would rather have not written this on a website, but I wasn’t given the chance to give a review on checkout as normal.

Hubby & I stayed at PV on our honeymoon in 2012, and we have been back every year since to celebrate our anniversary. This was our 6th stay, and will also be our last.

We aren’t rich people, we have one small trip a year and that is to PV. We have always had a wonderful experience. After reading reviews of the hotel before booking this time, I was not worried by the negativity as we have always had an overwhelmingly positive experience.

This stay by comparison to previous was negative enough for us to decide to never go back.

When booking we could only have the suite for 3 nights. Not an issue, we made other arrangements for the rest of our stay.

On arrival, door staff hardly even acknowledged our arrival. And as we were entering no one offered to take our bags. Previous stays the porters have wrangled the bags out of our hands. We found the door staff on entering & exiting unfriendly and disinterested. We had to wish them good morning to get a grunt out of them..

Reception staff at checkin were bored and disinterested as well. No little happy anniversary gift on arrival. Not a requirement, but it’s always been a nice touch.

Minibar selection was pitiful. Main s booked out for the first 2 nights of our three-night stay. Fair enough, but you couldn’t even squeeze in 2 chairs for staying guests?

Morning breakfast crew were, as always, wonderful and we saw some regular faces. Although 30 minutes to get 2 coffees is pretty poor.

Otherwise, our biggest complain the was the staff. Yes, it was busy, but there were plenty of staff on to handle the number of guests. Bar staff hardly acknowledged us, but were pleasant in our dealings. Very slow service even on a slow night.

The morning of check out previously we had our bill left under our door with a feedback slip. In the past I have always taken the time to give feedback and praise. I called reception to find out when the bill would be coming. They advised us to just come down to reception to check out. So, no chance of express check out then?

Checking out was noisy as the piano player was playing so loud you could hardly talk. Standard for this visit. Just do away with the piano, it’s unnecessary.

We couldn’t wait to get out.

We note that there has been a high turnover of staff. This would account for most of staff not being interested or invested in the hotel, a key indicator of inadequate management/ownership leadership.

We are now in our new accommodation at Peppers Soul, and loving the experience.

Thanks for the memories PV, but we won’t be back.

Stayed: November 2017, travelled as a couple
4  Thank Sammi1970
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Hari_Varier, Guest Relations Manager at Palazzo Versace, responded to this reviewResponded 21 November 2017

Dear Valued Guest,

Thank you for your review.
It is disappointing to read that your stay was less than satisfactory with us.
We have noted your comments about our service and would like to assure you this is not a true reflection of our standards. I have since shared your feedback with the team to ensure service delivered is of the highest standards at all levels.
We appreciate your patronage and are truly sorry for not meeting your expectations this time.
Thank you again for staying with us, we wish for you to return and allow us the opportunity to rebuild your trust in the brand.
I welcome you to connect with me at hari.varier@palazzoversace.com.au for your next visit and i will personally ensure you have a memorable stay with us.

Regards
Hari Varier
Guest Relations Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 7 November 2017

This was our fourth visit ... took advantage of the great deal on Luxury Escapes, but the fact Versace needed this traffic tells the story of their current plight. Lots of bogans this time around - and kids. Food and beverage service struggled from night one - got the martini wrong, incorrect info on the bill, slow service waiting for drinks from the pool bar, coffees at breakfast sat on the bar for almost 10mns as staff looked at them constantly. Just felt like a place trying to cost cut, that was echoed by our wait staff one night. Food was great though, room always nice, if you score one looking over the lagoon pool, lobby is spectacular. But for the price you expect them to back up their six-star lux offering. I feel loyal to Versace but will consider other properties next time, but will probably give the GC a miss for a while.

Room Tip: Lagoon room will enhance your stay. Rooms are air tight when the doors close, so you wouldn't hear the road if you were on that side.
  • Stayed: November 2017, travelled as a couple
    • Location
    • Cleanliness
    • Service
4  Thank Chris A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Hari_Varier, Guest Relations Manager at Palazzo Versace, responded to this reviewResponded 21 November 2017


Dear Valued Guest,

Thank you for your review.

It is disappointing to hear that your stay was less than memorable with us.
Please may I assure you we value your feedback and have since shared with the team to ensure service delivered if of the highest standards at all levels.

Thank you for staying with us, we wish you will return and allow us the opportunity to rebuild your trust in the brand.

Regards
Hari Varier
Guest Relations Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 7 November 2017

Had a Work Conference on the Gold Coast and decided to stay over the road from where the conference was. My wife accompanied me.This Hotel was exceptional and beautifully decorated and created. The staff were exceptional, the room was luxurious and very spacious, the breakfast and dining was first class and enjoyed the few days very much. The staff looked after us very well and nothing was ever a problem for them. From reception to bar and wait staff, to the doorman and house keepers, all were very polite and very accommodating. Definitely recommend this place very highly.

Room Tip: Choose lagoon rooms on higher levels
  • Stayed: October 2017, travelled on business
    • Location
    • Rooms
    • Service
Thank Kenno52
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Hari_Varier, Guest Relations Manager at Palazzo Versace, responded to this reviewResponded 21 November 2017

Dear Valued Guest,

Thank you for a glowing review and recommending us to the online world.
We are delighted to hear that you had a memorable holiday with us.
We appreciate your compliments for our luxurious rooms and breakfast.
Thank you for a special mention of our exceptional staff, a praise as such makes our day.

Thank you again for staying with us, we look forward to welcoming you back in the near future.

Regards
Hari Varier
Guest Relations Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 7 November 2017

The entrance is impressive, with marble floors, a huge chandelier in the main lobby, but after the initial impact, our group was let down by being almost totally ignored by staff. Luckily one of my party saw a trusted employee who greeted us. We were seated in plush chairs and plump, expensive cushions but this was offset by the fact that our glass top table hadn't been cleaned. the slow arrival of our coffees did not meet my expectations either, no napkins, paper or otherwise, the sugar(lumps) delivered in a lovely silver plated container which should have had a matching tongs but which didn't.
I was surprised also by the appearance through the massive wall window at the pool end of the room. My first impressions was that it might be the laundry because although the drapes around the loungers by the poolside were probably very expensive, the view from the inside made it look as though there were sheets drying on a washing line. We left for a better (and much cheaper) venue.

  • Stayed: October 2017, travelled with family
    • Value
    • Location
    • Service
1  Thank owlfancier
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Hari_Varier, Guest Relations Manager at Palazzo Versace, responded to this reviewResponded 21 November 2017

Dear Valued Guest,

Thank you for your review.
It is disappointing to read that your visit was less than satisfactory with us.
We have noted your comments and would like to assure you it is not a true reflection of our standards. I have shared your feedback with the team to ensure service delivered is of the highest standards at all levels.
Thank you again for visiting with us, we wish for you to return and allow us the opportunity to rebuild your trust in the brand.

Regards
Hari Varier
Guest Relations Manager


Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 6 November 2017

We went as a family for a three night break and enjoyed the luxury that can be expected of this standard of hotel. It is out of the main high-rise hotel area with plenty of beach nearby and local shops/restaurants. Great hotel with lovely swimming pool that even incorporates its own beach for the little ones. Plenty of cabanas and staff to wait on you as you just relax. A special shout out to Corey and Chantal here and to Matteaus at breakfast for their excellent service. Food was good and varied but no better than most good hotels today. A long wait for coffee as a result of the hotel being so busy. Would we go back again? Definitely!

  • Stayed: November 2017, travelled with family
    • Location
    • Sleep Quality
    • Service
Thank aussiepom53
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Hari_Varier, Guest Relations Manager at Palazzo Versace, responded to this reviewResponded 21 November 2017

Dear Valued Guest,

Thank you for a glowing review.
We are delighted to hear that you had a memorable holiday with us.
We appreciate your compliments for the hotel and facilities, thank you for a special mention of Corey,Chantal and Matt, they are thrilled to hear such lovely praises for them.
Thank you again for staying with us, we look forward to welcoming you back in the near future.

Regards
Hari Varier
Guest Relations Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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