Sovereign on the Gold Coast

I had a nightmare experience here that felt more like a scam than a hotel stay. It started at check-in with Jessa who was incredibly rude and hostile regarding a $200 bond (this was not in my 3rd party booking confirmation so I was blindsided). Their system wasn’t accepting my card even though it has sufficient funds. I was then forced away without checking in to a room I had prepaid for because their system was failing. I then had to get my mum to call to give her card details over the phone just so I could check in. Jessa even lied to my mother over the phone, claiming I “wouldn't listen” when I was simply trying to resolve their technical error and Jessa was the one that forced me away 🤷‍♀️. The room itself was disgusting and uninhabitable—I actually found used DIRTY TISSUES (ewwww!! 🤢) in the bed centimetres from where my head had been all night!!!!! and the air conditioning was non-functional. In an email I received 6 nights after I checked out the Assistant Manager admitted that AC is intentionally restricted by an “eco mode,” yet the General Manager has since denied this and said it was fully functional but also said it was on an alternate mode that effects output???? they can’t even get their own story straight lol. As a chronic asthmatic, the most dangerous part of my stay was the heavy cigarette smoke that flooded my room all night from a loud party at a room below me (despite being advertised as smoke free). Because the property is completely unstaffed overnight, I was left trapped in a hazardous environment with no way to move rooms. I called their emergency line at 10:32 PM with no answer, and even Booking.com support spent over 30 minutes trying to reach them on my behalf with no success. I checked out the next morning just to escape and have since been diagnosed with a respiratory chest infection by my GP as a direct result of these conditions. The management, specifically Nicky, has been defensive and dismissive, ignoring my medical certificate and call logs entirely. Despite finding a used tissue in my bed and being forced to leave early because the room was uninhabitable and unsafe, they have denied any refund. I emailed at the time of each issue only to be dismissed by Denise, who failed to acknowledge a single of my MULTIPLE concerns. It wasn't until a week later that the manager claimed I didn’t report the issues in time—even though I sent multiple emails as the issues were unfolding and made several unanswered calls to their after-hours line. They clearly prioritise money over basic human safety.

BED BUGS! WORST SERVICE! NO SUN BY POOL! We are seasoned travellers from NZ and stayed here for 4 nights. On the first night we got ravaged by BED BUGS. Just my husband and I, no one in any other beds. Having experienced it years before at a hostel we knew what we were dealing with. The manager was in complete denial, made us feel like we were being difficult and made it known he didn’t believe us. After 3x begging to move rooms we were moved to a dark dingy room on the other side of the building but even then they made it known to us that it was “Against their better judgement”. Since moving rooms we had no further bites, confirming the bed bugs in the original rooms. Also no mosquitoes around at any stage. They also were VERY difficult with the wifi - not allowing us guest wifi access until the check in time of 2pm, and then making it a weird treasure hunt to find the code hidden behind a door and making me go back down and up again from the 6th floor to reception twice before they again reluctantly just gave us the code. When we got home and I emailed them asking for an apology for our awful experience I received a VERY defensive email again stating they didn’t believe us and no apology at all. The worst customer service I have ever experienced!! Do not stay here! The pool area is also completely in the shade for the majority of the day so don’t come for sun bathing. Wish I could give less than 1 star!

swimming pool, sauna and heated pool.

Bed was way too soft

Parking ...its not good when you dont have a slot at the hotel coz otherwise you gey a municipal ticket