Reef Club Resort

Room not clean. Not enough parking. Pool unclean and no interaction with any staff.

None of the edges have been vacummned for years - no exaggeration. Half an inch of dust and scum around all edges, behind the beds and on the top edge of all blinds

very disappointed that booking . com offered such a place at over $300/N it was a tired motel room valued at $150/N max
bed was impossible to get sleep, furniture was broken, minimum kitchen equipment, dirty bath which also acted as a shower which was very unsafe & worst of all the unit was on the 3rd floor there was no lift.
I will not be using your company again for accomodation bookings

Unfortunately, the cleanliness of the room was extremely disappointing. It was the dirtiest room I’ve stayed in. There was dust built up in every corner, and when we pulled out the sofa bed, we were shocked by how dirty it was underneath. It was quite unpleasant and made us question how thoroughly the room had been cleaned before our arrival.

With better attention to housekeeping, this property could be a great place to stay because the location and facilities are excellent.

Badly designed apartment especially with no dining table; we had to eat sitting on the couch with a low table to leave things on. The light for the balcony did not work. Overall, apartment feels small and cramped.

Had a room on main road which was very noisy.
Only one roll of toilet paper for 4 people for a week.
No spare towels.

Cleanliness and run down

Little dated and the bed was super soft, which made two people sleeping in the same bed I comfortable, as you would both end up rolling into the middle.

Avoid this place at all costs.

Our family’s holiday began with what can only be described as a complete disaster.

After arriving, we were unable to access the lockbox, and when we eventually obtained the room access information, the door code still would not unlock the room. We spent well over an hour stranded outside the property with three exhausted, hungry and upset children, trying everything we were instructed to do before finally getting someone who apparently was going to attend.

The after-hours manager, Jose, made an already stressful situation even worse. Instead of showing any empathy or taking ownership of the problem, he was rude, dismissive and spoke to us as though we were wasting his time. Not once did we receive an apology for the inconvenience or any genuine concern for our family.

What happened afterwards was even more disappointing. When we sought a refund for the appalling start to our holiday, it was refused. During the dispute process, Booking.com was told that we had been able to access the room without issue. That is not how we experienced the events, and we have evidence of the significant difficulties we encountered before finally gaining access.

We were also told there was parking available at the rear of the property. When we arrived, there were no available on-site spaces, despite parking being advertised as an amenity.

This wasn’t simply a minor inconvenience. It was a stressful, exhausting and completely avoidable experience that left our family standing outside with three young children after a long day of travelling. The lack of customer service, accountability and basic respect was far more disappointing than the accommodation itself.

Jose thinks it’s OK that we waited over an hour to gain access and told Booking.com that there was no issues on his end. Very happy to lie about what happened and pretend to have video evidence, but unable to produce this when requested.

Single bedroom unit requires a full renovation as its very dated and not well kept. We booked 2 rooms, 1 for 2 adults, and a room for 3 adults. The only option was for someone to sleep on a fold out sofa, which is unacceptable as it was uncomfortable for 5 nights. Kitchen amenities below average.
The week prior we stayed in a fully renovated 3x2 unit in Palm Cove (still school holidays) for less than half the price.

I wasn’t clean. Kids pushed the bed further apart and they were just thick with dust behind the beds. Carpets were stained, kitchen cupboards stunk, the water jug in the fridge was dirty, the lamps had cob webs, blankets were stained and stunk- staff replaced one for me that wasn’t useable. Couch was stained.

Quite a few cobwebs but despite that, the spiders stayed hidden:)