"While the staff here were professional, friendly, and did their absolute best, the structural issues with this property require urgent management attention. I made the mistake of relying on the brand’s global reputation without checking recent reviews, which I now see some of which echo my frustrations.
The main issue was the climate control. I never thought I’d be freezing in Queensland, but my room was freezing cold on the first night. Despite cranking the thermostat, nothing changed. I notified the front desk the next morning, and while they sent maintenance who claimed it was "fixed," the second night was just as cold.
As someone who usually finds Sydney winters mild, this was surprisingly unbearable. After demanding a solution, I was provided with a blanket and a manual space heater. Using a space heater on a carpeted hotel floor is a massive safety concern. Between the fire risk and a timer that required resetting every 20–30 minutes, I got almost no sleep during my three-night stay.
I’ve stayed in everything from 5-star luxury to $100-a-night motels across many cities in Australia; even the cheapest motels had functional ACs. Had this been December rather than May, the lack of cooling would have been a health hazard. Management needs to address these basic infrastructure failings immediately.
If Management is interested, I have videos of the thermostat showing the set temperature versus the room’s actual temperature as evidence.
Anyway, never again at this hotel."