Surfers Paradise Marriott Resort & Spa

What a disappointment!
The positives: lovely view; efficient check in process; bellmen QUICK for both arrival and departure; nice buffet breakfast; lobby bar was GREAT– manager, staff, signature drinks, service– ALL! (The bar manager should get promoted to GM– as he seemed to be the only one REALLY on the ball on this busy– Christmas week).
The negatives: not beachfront– and no chairs or umbrellas offered to guests that wanted to walk to the beach; lobby in need of maintenance and repair (multiple areas of falling drywall and water stains on the ceilings); pool was skimmed only once in 6 days; we were there over a holiday, so the regular staff was off (we were told) so the waiters in the breakfast hall and by the pool were HORRIBLE! Waited 1 hour 5 minutes for a salad to be delivered one day– when I complained and asked to speak to the manager– the manager thought it would be enough to NOT speak to us, and offer us 2 drink coupons instead! (We watched him do this– then I went to HIM!); the room was not cleaned until after 3PM, and only then when I called and demanded it be cleaned (housekeeping carts into the hall on the floor– but no maids); the concierge desk was basically a JOKE — just a place for the bellmen to hang out (not one of the people at the desk we spoke to there knew ANY of the restaurants we visited — all top 10 from Trip Advisor– nor were they able offer any suggestions of activities) — a REAL disappointment; when they bill arrived as we were checking out, we were overcharged by $ 380! Spent 20 minutes at the desk straightening that out (examples: charged $ 7 for bottled water in the room even though it had a tag on it that said complimentary; charged $ 39 per person per day for breakfast, even though my friends Marriott Rewards status have is complimentary breakfasts; charged for a lunch poolside on a day we went to the Great Barrier Reef; charged for a dinner in the restaurant — we were at another restaurant!); wait staff in EVERY venue opted to hang out in groups instead of in their stations making sure guests needs were met (I think this is an unfortunate side effect of a ‘salaried vs tipped’ environment– the staff have no reason to try hard– they get paid the same for doing nothing); lounge chair area by pools NEVER cleaned (there were glasses in the sand for anyone to step on and dirty towels left on chairs for hours); bathrooms in the rooms very dated.
All in all– this hotel was the lowest point of an otherwise SPECTACULAR trip to AU! If I had had to pay for the room instead of using my friends points– I would have disputed the charge– as it is, I will just NEVER recommend this property to anyone, and I would be hard pressed to suggest a Marriott to anyone without relating this experience.
Stay somewhere else in Surfers Paradise!

We had the pleasure of spending 4 nights here in November and in our experience it is a true gem of a resort. We have spent time here previously and once again succumbed to the quality of service and the Elantra club accommodation on offer.
We spent our days by their pool area which was shared with a number of harmless and friendly Water Dragons and Herons. The Pina Colada served in a coconut shell is a delight and the pool is uncrowded and relaxing.
Food, drinks, service were all top notch and the staff are all friendly and helpful. It is a full holistic 5 star experience that we will be sure to repeat.

Nothing but amazing! The pool is breath taking and worth a swim in and the poolside staff was fantastic, in particular Hayden. It seemed like no task was a pity task for him and made my family and I’s time at the pool wonderful. Definitely deserves tips. All the staff at the hotel and nothing but wonderful. It’s an amazing place to stay.

Fantastic outdoor area.
If you are holding a function, the staff here are as helpful as they come.
Great food and a great location on the Gold Coast.

Great hotel located at the center of surfers paradise!