Novotel Surfers Paradise - Surfers Paradise, QLD

Amy Abramo

Great location but the upkeep could be better. The smell of mould hit me when we entered the room. Just a glance up at the air conditioner you can see it’s filled with black mould. The exterior is being renovated but the balcony was not in great condition. The elevators are slow. Sometimes the wait was 20 minutes. We only had breakfast in the restaurant but it was not the best. I prepaid for the week but skipped a few day. Not many options and the quality of the food was poor. Looking around the shared areas, there was a hairball that remained outside our door on the carpet for our entire trip and the aircon vents in the lobby also had mould. Clearly not cleaned often. The pool was murky and far too warm. Like swimming in a hot bath. The staff were nice. Overall the stay was good but for that price you would expect better kept facilities.

M K

Giving 2 stars as all workers there were so lovely and smiling at everyone and at all times & also we had a lovely room view.
We were at room 3411 and unfortunately the level of cleanliness is disgraceful. We lived with tiny cockroaches in our family room. I had 2 little ones and one of them is only 10months!
A little one even crawled on one of us during our sleep.
The curtains were certainly not clean & full of dust, windows were not clean with little insects dead on the edge of the window and never cleaned during our one week stay.
There were so many little cockroaches specially around the fridge area and it was hard trying to keep baby’s bottles and food away from all of this.
We had a storm happening during one night of our stay and the window and balcony were leaking rain water and noisy as the windows were not fitted correctly.
The sliding door of the one and only bathroom was broken and not sliding smoothly (my husband could fix it himself so we didn’t call to get it fixed).
Coming to the buffet variety; we have never been to any hotel that didn’t serve any cheese for breakfast!!
Sorry never again at this beautifully located hotel. Wish we read enough reviews before booking.

Tara Anne

We had a great stay in a family room with 2 adults and 2 children. The hotel location is excellent and the staff were very friendly.
Only one minor issue is the wait time for the lift can be quite long at peak times of the day.
We will definitely stay here again on our next trip to the Gold Coast.

Chaud C

I don't like bashing but this was just too much to handle lol. The hotel is old, dirty, graffiti on the walls of the corridors, safes not working, no decaf at the coffee place, small beds with very soft mattresses where you sink, no coffee machines in the room, the pool's water was murky to say the least.....the staff was rude, a part for a young japanese trainee who went out of her ways to make us feel better. They have 5 elevators but it always takes at least 8 mins to arrive at the ground floor or to your floor. it's hard to believe it maintains a 4 stars standard. We waited 35 minutes (no joke: really 35 mins) for the elevator on our check out. Couldn't walk down the 12 floors due to our luggage with 2 kids... but we considered it after 20 mins which seems already ridiculous... Tried to call the reception during that time, no one ever picked up.. All this was bought to the attention of the manager who didn't apologies of endorse her role at all, she just kept on saying that it wasn't her fault or her responsibility.. I have worked over 20 years in hospo and I have never seen so many attitude issues amongst the team members in one single place! Been a loyal member of ALL for several years but this was clearly not up to standard, the hotel and the management kind of ruined our stay to be honest. Accor needs to do something about this place and it's management, I would clearly NOT recommend staying there at this stage, sorry guys!

anne loraine lorente

I appreciate that you allowed me to check in early. The staff member who assisted me in ALL made me feel like a valued guest, which I really appreciated.

However, we encountered several issues once we checked in:

1. When we unfolded the towel, it had long black curly hairs on it. We simply requested a replacement and didn’t make a big deal out of it.
2. The elevators were incredibly slow, with two of them out of service. I even spoke with several other guests who were also frustrated by the wait. We had to wait for 15 minutes, and some guests mentioned it was taking them 20-30 minutes. This was very inconvenient.
3. The air conditioning wasn’t functioning properly. Even after adjusting the settings multiple times, the room remained uncomfortably warm.

We had really hoped to enjoy our holiday, but these issues left us feeling disappointed. Based on this experience, I don’t think the standard of this hotel aligns with other Accor hotels we’ve stayed at in the past.

Stanley Chung

Holiday with family 2 adults and 2 children. Ocean view room LVL 15. Booking via the all.com app is key to get a great deal staying here and being even a beginner member gets you a lot of perks. The location is right in surfers. Attached to a mall all your needs can be met next door. Don't need to bring beach towels. We basically lived in the hotel pool which was so nice and entertained the kids endlessly. Guest laundry is much cheaper than other nearby laundromats and as effective. Staff are the gem of this hotel. Each will help you to the ends of the earth and they all are so interesting and nice. Warm afternoons I spent some of the time just sitting out in the balcony staring at the view and letting the warm breeze take me away. I would easily come back again because this place gave me all that Surfers had to offer and more whilst being reasonable on my wallet. All the usual things are given such as being clean as well.

Deborah Keen

Experience was great. Loved that I could park car and not have to drive anywhere. Everything was conveniently located including in house bar and Cafe. Staff were all lovely and very accommodating when needed. Best weekend I've had for a long time for rest and relaxation. Only comment I have is that pool was too small to accommodate so many people and that some didn't follow rules. Jumping from spa into pool and throwing balls to each other in a crowded pool wasn't smart!! Also wasnt advised of pool 1 closure and renovations until i booked, however wasn't a deal breaker. Need to make signage more accessible in pool area. Sunday morning, pool area wasn't cleaned and not many fresh pool towels available.
More shade umbrellas/ areas needed due to how hot is was.
Bathroom products beautiful. Extra fold out bed was excellent quality. Very comfortable.
Overall great place to stay, very happy and had amazing ocean view in 2210

Vince Lai

Location was great.
Hotel accommodations was okay.
The Shower was a bit difficult to use and it was impossible to shower without wetting floor area.
The light inside the bathroom was also intermittent and a bit annoying with the flickering, better maintenance would be appreciated.
The room was good, great view and AC was cool and beds comfortable.
There is a long wait time for elevators but once you are inside one, they travel fast to the selected level.
Parking was good, clean and well lit, easy access too.