The Star Grand at The Star Gold Coast

It was nice and clean

I was central to everything. Everything was there you needed.

Amazing

Parking difficult / congested

location and overall facilities

bed very uncomfortable sagging mattres

location very convenient for the Gala dinner I was attending which was fabulous in the Events ballroom The room was nicely furnished .

The bed was way too soft and therefore for an older person very difficult to get out of. Signage in the hotel was small and sometimes difficult to work out where to go. Reception is not well signposted being upstairs I had to ask and was then told to park first and then go up to reception. On checking in , I had checked in online but the sign at reception saying key pickup for online check ins was again small and because there was a lot of people waiting to check in I missed seeing this sign so stood in line for about 15 minutes before someone said to go to the end counter for key pickup.... The heating in the room was also way too hot so the room was very warm when I arrived and I had to turn the heating down.

Location

Everything! We regularly stay at Sofitel properties and have always had positive experiences, however this year we chose to stay at The Star Broadbeach. Unfortunately, it was one of the most frustrating and disappointing accommodation experiences we have ever had. The booking itself was made online and appeared straightforward, including ocean views and parking. However, upon arrival the experience immediately became confusing and disorganised. Following the GPS directions, we arrived at what we believed was the correct hotel entrance, only to be told we were at the wrong location and directed elsewhere by staff. After driving to the second location, we were again advised we had been sent to the wrong place. We were then redirected to a third entrance where another staff member informed us we could not park temporarily in front of the lobby, despite no signage indicating this and other vehicles doing the same. We were then told we had to park the vehicle before checking in and proceed to reception located on another level. The car park and access to reception were extremely difficult to navigate, with virtually no signage identifying where reception actually was. We appeared so lost that another guest kindly assisted us. We later discovered several other guests had experienced the same confusion. Once we eventually located reception, the situation became even worse. The check-in queue was enormous — approximately 50 people waiting — and it took us 1 hour and 20 minutes just to reach the desk. After finally reaching reception, we were then informed that the room allocated to us was still not ready and would not be available for another one to two hours. By this stage, many guests in the queue were openly frustrated and complaining. Considering we had already spent so long trying to find the correct location and waiting in line, this was completely unacceptable. We were eventually provided with a different room.

Beautiful place to stay and excellent location very central to everything. Very grand as the name states and would definitely stay there time and time again! Thanks to the staff who were so lovely as well

Nothing!