Regency on the Beach - Palm Beach, Queensland

Margaret B.

Great location and views.
Worst customer service ever!!!
Room 109 seemed great on the first day.
Opened a cupboard near the cooktop and pow, the strong smell of gas.
Reported to the after hours call centre.
Was told had been reported before and no gas leak.
Not happy with this I rang again and said if you can smell gas there is a gas leak.
After getting nowhere I rang a local plumber/gas fitter who was on emergency and arrived at 9.30pm that night and was there till 11pm.
There WAS a gas leak surprise, but it couldn’t be fixed until they could turn off the gas to the WHOLE building.
It was fixed 2 days later.
No one contacted me to say what was happening and no return correspondence or compensation.
Disguisting and very dangerous situation.
Don’t stay there.

Sunshineilc

Great location with beach access and lots to explore. |The apartments are older but they are built to a high standard with everything you could want. |The only suggestion for improvement is the beds which are beyond firm. A rock would have more give 🤣|Highly recommend this resort for a very well priced beach getaway.

Kelsey H.

Unfortunately we didn't actually get to stay at Regency however reading more recent reviews it appears that's a good thing.

I booked our stay 12months in advance and chose Regency as it was a good price (perks of booking so far in advance) and it was the right location for us and walking distance to visiting nearby family.

3weeks prior to our stay I got a call saying the apartment had been sold and my booking would not be honoured. I've previously worked in settlements and the fact that it wasn't a contract condition to honor the bookings already made is quite ridiculous. All the hotels in the area are double the price now with such late notice so we have been forced to cancel our holiday.

Really disappointing experience.

Sei L.

I stayed at Regency on the Beach for 5 nights, and while the location by the beach is fantastic, my experience was unfortunately marred by a series of frustrating issues, particularly with customer service.

Upon arrival, I had to collect my room key from a lockbox as I was checking in late. However, no instructions were sent to me in advance, and I had to call after-hours support to get the information. When I reached my room, the key didn’t work. After several attempts, I had to call after-hours again and wait for 30 minutes for a site contact to assist me, which was especially frustrating as I had been traveling for 9 hours and was exhausted. The site contact confirmed I had been given the wrong key and arranged for a temporary room, promising a key for my correct room the next day.

The following day, I received a call from reception asking me to switch rooms. While they confirmed the new key worked, the swipe key attached did not allow access to the building. Luckily, I still had the swipe key from the previous room set, or I would have been locked out. Despite repeated follow-ups with after-hours and a message via Booking.com, the issue wasn’t resolved for days, and no apologies or compensation were offered for the inconvenience.

As for the room itself, it was functional but dated, with noticeable wear and tear in some areas. The bed was harder than I prefer, making it quite uncomfortable during my stay. Additionally, there’s a note explaining that rooms are not serviced daily due to COVID, which I would have appreciated knowing in advance.

During my stay, there was significant leaking in the lobby on a rainy day, with pools of water creating a slip hazard, yet no signage was placed to warn guests.

Pros:

The location is fantastic, right by the beach, and the area is very quiet.

The apartment had a washing machine and dryer, which was a convenient feature for daily laundry.

Cons:

Poor customer service and lack of follow-up on key issues.

Dated room with some areas showing wear and tear.

Uncomfortable bed.

Leaking in the lobby with no warning signage.

No compensation or apologies offered despite several issues.

Overall, while the location is excellent and the apartment was quiet, the lack of attention to detail and customer service made my stay more stressful than it should have been. I hope the management addresses these issues in the future.

ads C.

I am extremely disappointed with the service I received from Regency on the Beach. After booking a stay almost a year in advance for the Christmas holidays, my reservation was abruptly canceled via email just weeks before the planned stay, with no explanation provided. When I called to enquire, the receptionist, Sue, informed me that the apartment I had reserved was no longer available. Not only did she refuse to assist me further, but she also dismissed my concerns, saying it was not their problem.

Sue’s behavior was unprofessional, abrasive, and downright rude. When I asked to escalate my complaint, she hung up on me. I called back hoping to speak with management, only to be yelled at over the phone. This level of disrespect and lack of empathy from an establishment is entirely unacceptable. I have never encountered such a lack of professionalism and customer care. I strongly urge others to think twice before booking here.

Aye W.

After reading the google reviews I was a bit worried about where I had booked, but the reviews paint a really really bad picture and when we arrived we found this wasn’t the case at all. The rooms were dated yes, but clean and comfortable! It had everything we needed in the room, even a laundry. For the price we paid I couldn’t have asked for anything better!

Pamela H.

Very disappointed with this apartment. We paid $982 for 2 nights in a 3bedroom apartment. They said it would be a sea view but tucked away on the corner of the hotel. The beds were very uncomfortable and there were cockroaches in the bathroom.
We were only given 1 key and 1 swipe card for the apartment with 4 adults and 2 children. When I complained they just shrugged it off. I sent an email which they haven't responded to. Go somewhere else

Sharon W.

We asked and paid for an air conditioned room as it was advertised. Air conditioner was not working and hadn’t been working for a long time. The mattress needs to be replaced as a topper is not the appropriate fix for a very old and damaged mattress. The frying pan needs to be replaced as the handle is so flimsy I ended up burning myself to stop the pan toppling. My husband is on life support dialysis three times a week and I made it clear from the start that air conditioning is a priority for him. It’s such a shame that this really good apartment is not being maintained especially for the rate that is charged. We were told that they are waiting on parts for the air conditioner, but I simply don’t believe it and the price should have been reduced immensely as we could have stayed at the Sheraton Mirage for about the same price and we would have had air conditioning and a good king size bed. The ad we saw for Regency is false advertising. It’s overpriced by a long shot.