Broadbeach Beach Hotels

I stayed at Sofitel Gold Coast Broadbeach from 24 to 27 July. On the evening of 25 July, while applying body lotion as part of my normal daily routine, I noticed several small marks on my shoulder and upper inner thigh/groin area that appeared to be possible insect bites. I apply body lotion every day and am certain these marks were not present on the evening of 24 July after check-in. It was winter on the Gold Coast, and on 25 July I spent most of the day inside a shopping centre, wearing long sleeves and long trousers outdoors. I cannot say with certainty where the marks came from, but later that evening I also saw insects in the room and immediately reported the matter to the hotel. I did not want to remain in that room. I repeatedly tried to contact Trip.com because, based on previous experience, they have helped arrange alternative accommodation when hotel problems occur. Unfortunately, I could not reach Trip.com that night. The hotel told me it was fully booked and offered only two options: move to a room without air conditioning or remain in the same room after it had been cleaned. As it was late, I was overseas, and I had no practical alternative, I reluctantly accepted the temporary arrangement. That same evening, the hotel told me that I would be upgraded to another room the following day and that breakfasts on 26 and 27 July would be complimentary. Before accepting, I asked what would happen if the marks became worse. The staff did not make any promise regarding my physical condition or responsibility. They simply explained that the cleaning, room upgrade and breakfasts were “extra” goodwill gestures. I accepted based on that explanation and because I had no realistic alternative that night. The staff who initially handled my complaint were polite, professional and genuinely tried to help. My main disappointment was the hotel’s internal communication. For clarity, I paid for breakfast on 25 July myself. The hotel promised complimentary breakfasts only for 26 and 27 July, and I did not even have breakfast on 26 July. Despite this, I had to explain the same arrangement three times: 1. When collecting the key for the upgraded room on 26 July, the front desk initially said breakfast was not included. 2. On the morning of 27 July, the restaurant reception again said I needed to pay. 3. At check-out on 27 July, the front desk attempted to charge me for three breakfasts. The charges were eventually removed, but only after I explained the situation again. My criticism is not directed at individual employees, as everyone I dealt with was polite and willing to help. The real issue was the lack of communication between the department handling my complaint, the front desk and the restaurant. The location is excellent and the staff attitude was generally good, but discovering possible insect bites and insects in the room was already stressful. Having to repeat the same issue three times because the hotel’s own goodwill arrangement had not been communicated internally made the experience even more disappointing. I hope the hotel improves its room hygiene, complaint-handling procedures and communication between departments.

Our experience was good. The apartments are well organised and no lengthy check-in process like other places. A bit surprised after paying the amount due weeks before and then being requested for another $500 prior to checking in otherwise the booking can't be guaranteed. Most people take American Express in the accommodation industry and this was also a surprise. Apart from that it was a very pleasant state and we will book it again if we get a good deal.

I visited The Star Grand with high expectations, but I left feeling deeply disappointed. From the moment I arrived at reception, I felt an unwelcoming atmosphere that felt like subtle discrimination. As a guest, I expected professional and equal treatment, but the staff’s attitude was far from it. The room was very basic—no Netflix, average amenities, and nothing 'grand' about it. Breakfast was also very limited. I expected a luxury experience but got something very mediocre instead. I do not recommend this place for the price.

The apartment is near the beach, we enjoy with the beach and the clean and comfortable environment, walk 1min to the beach and 20mins to food place

We had a confirmed booking from Trip.com but when we arrived at reception they did not have our booking. It was not Trip’s fault as apparently an intermediate company bungled the booking. The Blues fest was on so everything was booked out for 100km2. Fortunately the very kind manager at the Phoenician miraculously found a 1 br apartment for us and saved the holiday. The hotel is lovely and very central. Cannot fault it but confirm your booking directly with the hotel

Stayed in Unit 1902 and loved it. Great views and the location is so convenient the car wasn't needed. The reception staff were friendly and helpful with any questions. I can't wait to visit again

It’s always a fantastic place to come. The staff are friendly, the residents are friendly and the views and rooms are very nice and homely. The indoor pool is also a bonus. I’ve been here before and I’m never disappointed to come back. It’s definitely my go to place to stay.

Freshly renovated, just needs pictures rehung and towel rails. Great location, quiet but only short walk to action. Views from the 16 floor were worth it! We hope to visit again soon

Best stay in the Gold Coast so far. Stayed for 7 nights, wished I booked for longer. Friendly management & lovely , quaint apartment just an excellent combination to make this stay for me a truly enjoyable experience.

The actual place once we got settled was pretty good. The only issue that we really had was that the kitchenette was not clean enough. There were little tiny bug/ants that came out onto the counters every morning, or whenever we’d leave the counter unattended for a while. The utensils in the kitchen weren’t cleaned properly and we had to use boiling water to clean everything before using them. When we arrived we had to wait for the room to be finished, which we didn’t mind at all it was only a 10 min wait, but they had sprayed this air refresher so much that when we went inside we couldn’t get the smell out for an hour or two even w the balcony door open and the fans running. Other than that the bed, air conditioning, TV and rest of the amenities were good. The location was just perfect and super close to the beach. And the staff were very friendly.