Imperial Hotel Gold Coast

Gone are the days of the glitz, glamour and decadence once associated with this hotel when it operated under the Versace brand, just a few years ago. Since our previous visit it now operates under a new operator that, quite frankly, does not have a clue and in fact has a disgraceful lack of management and subscribes, without care or regard, to appalling treatment of its patrons. It's sad to see the epic decline of what once was a beautiful, magnificent, well-run hotel that excelled in hospitality and giving a high-end customer experience. Don't be fooled by the Rolls Royce still parked up at the reception, this is typical image and no substance stuff which abounds at this place, more appropriately expanded into "all fur coat and no knickers". This place really excels in providing such a superficial offering in its endeavours to suck you in and part you from your hard-earned dollars. We stayed for two nights during winter and experienced a poorly run operation that has let standards of service decline in all areas of customer interaction and any care for the building itself with staff being disinterested, inadequately trained and regularly moving on, the quality of dining experiences and offerings being below par, the building looking shabby with room maintenance and cleanliness sadly lacking. In fact the only part that we enjoyed was that of the breakfast offering which came close to what used to be under the Versace days of splendour. The many faults and flaws that we experienced were so bad that we relayed these to the 'management' that we could actually track down and find. Alas, we were fobbed off for months with promises of a proper investigation that would be elevated to 'senior management' for a redress of our complaints. Despite numerous reminders to the hotel seeking an adequate response, we simply did not get one. The so-called 'senior management' are either in hiding, do not exist, or are simply too discourteous and complacent to even bother replying; all of which is indicative as to how far this hotel has fallen from grace. Our disappointments are too many to individually explain but include: being initially offered a seriously substandard room; being obliged to agree to a surcharge to obtain a better room as apparently due to high occupancy levels our room type was not available (we were later informed by concierge that the hotel was only at 40% occupancy levels); then being given a room that had leaking taps, damaged and soiled furniture, a phone not working, missing items from its bar fridge, a faulty door lock, curtains off their hooks, dirty and frayed towels, and of grave concern, a smoke detector that had been rendered inoperable. Some photographs are attached. Our overall dissatisfaction with this hotel was further compounded at check-out when the front office manager, without our knowledge, charged our credit card double the agreed room upgrade surcharge, only for us to discover this once we had departed and the emailed invoice was sent! It is one thing not providing a response to a guest's legitimate complaint regarding what has been experienced but it takes matters to an elevated concern when the hotel refuses to process a credit card over charge. For months we chased down the reimbursement without success until our bank had to intervene and raised a disputed charge with the hotel. The bank took the matter up directly with them and paid us back for the overcharge. Not what you would call any redress to our complaint of course. I record our experience in the light of the shambolic service offering provided by this establishment to give readers a genuine taste of what you are likely to get here. I do not wish to invite the hotel's response to my review for I know they have no sincerity whatsoever and a 'Thank you for your feedback...we are sincerely sorry etc etc" simply does not cut the mustard.

I have been going to the Versace now The Imperial since 2020. I loved my gluten free scones and cream until today. They were not fresh. Half cold from the refrigerator. Kitchen denied not cooked today.. DISGUSTING. Given 15% on food we could not eat. Katie the waitress was lovely . SORRY TOTALLY DISGUSTED AFGTER 25 YEARS. I COULD NOT RECOMMEND.

I haven't stayed here since it used to be the Palazzo Versace, but nothing appears to have changed. The large circular courtyard and reception area are still very impressive. Soon I'm in my suite, which is also impressive but it's soon apparent on a closer look that maintenance has slipped, as there are many marks on doors and walls that a lick of paint could cover. This certainly would not have happened under the previous ownership or at a similar hotel such as the Langham chain. Many of the staff didn't appear overly friendly or cheerful, but overall I still had a pleasant and comfortable stay, and yes I'll stay again.

Stayed in a lagoon view room, amazing view. Very polite and kind staff. Location was perfect as my family and I went to main beach a lot. In room dining was very convenient and the food tasted perfect. Le Jardin Bar was very relaxing. Loved every bit of this hotel. Recommend it highly!!!

It was a great experience, excellent food spacious rooms and superior amenities. The lagoon was super nice and gym was also very convenient.

The room is clean and shining! Room service is more impressive. Love the food and swimming pool !! Kids love the sand and relax on the chairs with fantastic drinks!

Last month I went to the Gold Coast with my family, and we stayed at the Imperial Hotel Gold Coast for seven days. We received excellent service from the staff. The rooms were spacious, comfortable, and clean, and the food was delicious. The location was especially convenient for tourists, with bus stops and ferry terminals nearby. We had a wonderful experience, and we will definitely stay at this hotel again next time.

Property is very nice but service and breakfast buffet was very average, not 5 star at all

This is my second day at imperial Hotel. Very enjoyable

Helpful staff great facilities excellent room