Palazzo Versace5.0 out of 5.0
Recent guest reviews
Stayed here in early September as an entrant in the Bullrush Rally, and I was surprised by the way that the check in was organised, or should I say disorganised, This hotel is a disappointment from check in to check out, the buffet breakfast in nothing special, had so much better in much cheaper hotels, I don't know how they justify the cost of the rooms. I would not stay there again This is a 4 Star hotel at most
I was part of a luncheon of 60 people yesterday. I thought the buffet looked wonderful. I picked up five prawns and ate one and it was off. I immediately ran to the disabled bathroom and I vomited for fifteen minutes. I cleaned the sink the best that I could and alerted the cleaner that I had been sick. They closed the bath room off. It may have just been one prawn but I still can't stomach anything today. I hate giving bad reviews but a five star hotel should be better than this. So disappointing.
I had previously organised a high tea for about 10 guests a few years ago at this same venue and had found it wonderful! So much so that I HAD to book it for my own 30th birthday. So I was raving about it to my friends so to justify the $75 per person price tag, saying "it will totally be worth it". Unfortunately this was not the case. We arrived at 2:50 for a 3pm booking, and were told someone will be with us shortly. We waited and waited... Asked TWICE, and by 3:45 someone finally took our drink orders. I wonder how long it would have been if we didn't ask? After drink orders came (finally), we were getting quite hungry. After waiting some more, we had to then say to someone "we are ready for high tea please". Food came out half an hour later. We finally got our tea and coffee orders taken at about 4:30-ish, after asking AGAIN. Three of those orders were not correct even though they were all written down by the waiter (e.g. had to ask AGAIN for some milk for two of us who ordered milk on the side). I had to settle the $775 bill with such embarrassment as it was the worst service for what was supposed to be a sophisticated and well run high tea experience. I couldn't quite figure out what was going so terribly wrong. There were so many staff members, so it didn't seem like a staffing issue. They should be able to cope but just didn't. Our whole group was mainly just sitting there for 2 hours and wondering "what's going on". I just wanted to get out of there. What was once a fabulous experience for me 2 years ago was unfortunately the opposite this time.
I went along to celebrate a special day with a small group of friends, a bridal shower. I walked in after the group was seated It took around 10 mins for us to be acknowledged in our chairs at a small glass top table. At this time our water glasses were filled and menus given. We had booked for a set high tea so the menus were not explained. For $75 the menu read we had the option of a sparkling wine, a cocktail or a mocktail we went to place our drinks order to find there was a choice of one of each, so no choice. When our food arrived we were asked to push our drinks out of the way on the tiny table. After were had finished eating we waited another 20 mins to be acknowledged for tea or coffee. Our money entitled us to one tea or one coffee, we also had to ask for our water to be refilled. Another 10 mins passed before our coffees arrived. Poor service , not worth the money. Sooo extremely disappointing and I would not go back
Just had 3 days of absolute luxury!! The buffet breakfasts, the seafood buffet and the Le Jardin lunch was absolutely divine. Laying by the pool, on the most comfortable sun loungers ever was so relaxing. We loved every minute of it and cannot wait to return!
Three of us went for a pre-dinner drink at Le Jardin. I ordered a bottle of champagne, which arrived and our three glasses were filled. Despite the fact that it was very quiet, and there were ample staff, I had to actually signal a waiter to have our glasses refilled after waiting quite a few minutes with empty glasses. Plenty of staff, $195 bottle of champagne, no service. A very flat experience.
With a name on the door such as Versace, expectations are incredibly high for the stay experience to be excellent and highly memorable, nothing else. The property is a beautiful building on the Gold Coast, a little outside the hustle and bustle of main beach and a smaller property for a calm oasis escape. The lobby is of course grand, and adorned with Versace print cushions and patterned furniture everywhere overlooking the pool and lagoon areas. The corridors are lined with photographs of previous Versace campaigns and collections and is a lovely touch to remind you, in case you forgot, that you could only be at the Palazzo! The bedrooms are large and appointed with very comfortable beds and linen and are very well cleaned. Some general wear and tear but the property is almost 18 years old so to be expected really. For me, on the surface the Palazzo is a beautiful place to stay. The service though, for somewhere that wants to be a 5 star property, is just not anywhere near the standard it should be. The staff seem to just lack any passion or drive for the place, or the care of someone who wants to deliver genuine hospitality. Check-in was an odd experience. How lovely to be registered sitting down at a beautiful desk, very boutique and classy and similar to The Lanesborough London. When it is your turn to be checked-in however, you're just nodded at to come forward like some mid-range high street bank. Stand and welcome your guest to the Versace, shake the customers hand, smile, be excited for your guests and the stay! At one point the person checking us in just disappeared into the back office, which is fine, but excuse yourself don't just get up and leave with some drab face. Check-in is an opportunity to introduce the guest to the hotel, and I wasn't told about breakfast, where it was or the timings, if we could use spa facilities, how to get to the pool, or even any queries about our plans for the evening and up-selling the hotel restaurants. Mistake after mistake for a 5 star hotel and just at check-in. We were given a voucher to celebrate our anniversary and at the Bar the bar staff serving us didn't know what it entitled us to, so after several journeys back and for the manager we were eventually told any drink under $15 which basically entitles you to a beer - no champagne, no G&T or any spirited drink or cocktail. How classy and romantic for our special occasion. No bar nibbles either?! Really? For a $12 beer and not even a small pot of nuts or something? Stingy. Housekeeping let us down as well. We had one of every bathroom amenity which isn't really enough for two people as the shower gel is quite small. We rang to request a turn down service whilst we were out and were put through to housekeeping who noted our request only to return to the room having not been turned down at all. We rang guest services and the person on the phone just cut me off whilst I was explaining the situation to put me through to housekeeping who I doubt would be in at 10:45pm. My call diverted back and the phone was answered with "you still there?" 5 star? Wow. They took my request and the bath soaps were delivered by I'm guessing a porter who didn't even speak so when I opened the door it was just placed in my hand. Good evening to you too sir. Wifi - how on earth can you charge for wifi in a hotel starting at around $500 per night. What a stupid idea and an opportunist money grabbing mentality of the company. Shocking in this day and age. $8.95 a day for one device on standard wifi? Not acceptable. The complimentary wifi was available but was abysmal and very slow, stick to 4G. Going over your data limit is far cheaper than wifi at a similar speed. The pool area was filthy. Every table had dirty glasses on it and staff were just standing and chatting by the lagoons. Some of the cabanas were left a mess too and they're a payable service? Not worth it with how it was left, it looked like a 3 star beach resort. Take care of the area you work, if I worked there I'd constantly be placing the loungers back in order and keeping the area beautiful for the patrons. Same for cushions in the lobby, too many staff just standing around and not keeping the area tidy or placing the cushions back upright despite hem being about $300-$500 a pop! Breakfast was excellent. The lady who sat us was friendly and warm and nothing too much trouble despite a busy breakfast service. Well done to you and your team, you are the shining light of the hotel and what all other staff should be judged against. Check-out I was charged first then asked how my stay was. I explained as I have above and was told sorry we didn't meet my expectations. As a Brisbane resident, one might expect being offered an opportunity to return to see if things improve or a discount or something by way of apology. There was no genuine concern and it was as if my failure for having a sub-standard stay was a familiar talking point. Good luck to the guest relations manager, like all of your other responses I'm sure you will take the feedback onboard and I hope something is done with the feedback because I'm not the only guest to be disappointed as previous reviews suggest. Beautiful place, let down by bad staff which may be due to training or work environment. I'm looking forward to return, I want to see improvement because it has the opportunity to be the best hotel on the Gold Coast, Queensland or why not aim for Australia. A 5 star hotel is only as good as its 5 star staff.
It was a place I always wanted to stay at. The furnishings are amazing. The rooms are of good size. Not forgetting to mention the in room spa bath. The bathroom nicely decorated and from enjoying the day out at night you come back to chocolates on your pillow with a tea light candle and essence aroma through your room. Truly romantic. We hired the cabana for the day which indulges you with sunscreen water mist towels a fruit platter and wine. Or in our case we had mocktails. The mornings we had the buffet, I must save the staff were very professional. I highly recommend if you want a weekend of indulgence.
My adult daughter and I recently stayed at this wonderful hotel for 3 nights. The customer service was first rate. Every staff member we dealt with was friendly and professional. The buffet breakfast and seafood buffet were beautiful with plenty of variety. My daughter is a celiac and she had plenty of options to choose from. The cocktails both in the bar and by the pool were amazing. Our room was spacious, immaculate and comfortable. The pool was beautiful and the lounges really comfortable. The location is great. There are some lovely shops to browse in next door at the Marina Mirage. The beach is right accross the road and is lovely to walk along in the mornings. Cannot recommend this hotel highly enough. We will definately be back. Thankyou Versace.
Great location with many restaurants close by. Check in was a breeze and hotel interior is truly elegant. Overall upkeep could be a little better. Wonderful spread offered for breakfast but beware of long wait to get the freshly brewed barista coffee.
Reviews from Trip Advisor
78% of guests recommend this hotelTotal of 1972 reviews