Palmerston Tower

We recommend you do not stay here unless you want money deducted from your account without your knowledge. We had $250 deducted from our credit card without any knowledge or reason, after we flew back to Sydney. They refused to speak to us on the manner and blocked our numbers. Very “professional”. Very disappointing as we’ve been staying here for years and it has been great until the new managers have come through. Doesn’t stop there! They also accused our cousins of stealing a bag when in fact it was in the foyer and was misplaced. They didn’t clean our rooms and overcharged our family an extra night. Luckily we checked. There are better hotels to stay at in the Gold Coast. I wouldn’t trust the new managers at all and hope they don’t stay there for long due to fraud and scheming people out of money. I don’t want families to go through what we did. Even more sad that there’s reviews out here with similar situations!! Research before you stay, otherwise you’ll end up in the exact same situation as we did.

We had booked the hotel in advance (1 whole year) for 5 apartments on the same floor. The day before every single apartment was on the different floor (keep in mind that there is more hotels for better prices). The lady we spoke to was rude and unhelpful. She didn’t even try nor want to help us resolve our issue. Us having the same floor wasn’t an unreasonable request it was to unsure children and staff were on the same floor for a school trip.

Central location, amazing views of SeaWorld across the water, easy 12 minute walk to the tram that can quickly get you to main beach, surfers & Broadbeach. Fully furnished and serviced apartment, 2 bathrooms renovated, aircon, comfy bed and plenty of space. Large balcony, tennis court, swimming pool & spa. Lots to enjoy if you don’t want to venture out. The service was fantastic thank you Katie & your team!

Pros: Location Good views Heated pool and spa (although one day it was not turning on) Cons: They silently kept the cleaning bond (200$). We realised it a month after stay. Emailing them didn’t work, so called them after couple of weeks after email. They said apartment was extra filthy and rubbish everywhere, although we cleaned it very well like we always do. Asked to provide images of rubbish, they promised to send an email, never happened, so called again after couple of days. They kept insisting that apartment was perfectly clean when we moved in but filthy and with lots of rubbish after we moved out. They refused to post any proofs/images etc. I would say something is broken in this process definitely. So my advise that you take pictures before and after. If something is not clean eg dust beneath bed (they claimed that we left rubbish under the furniture as well :omg and they always cleaning there as well, so check well) report it straight away otherwise you might kiss goodbye your bond. We stayed in lots of places around NSW and Queensland, but it is the first time somebody claims that apartment was left filthy and with lots of rubbish (it wasn’t). And a lesson for us to take pictures before and after. Also, we booked via *********** and the amount charged was 21$ more than it was in the *********** confirmation email. they said it is 1.75% credit card surcharge, although it was not mentioned on *********** at the time of booking. I think it should be stated upfront, not silently some time later.

We booked a two room unit through ***********, but we didn’t get service as Palmerston said that *********** cancelled our booking even though the site said the booking is still active. After some stressful negotiations they offered me an alternative one bed room unit which wouldn’t serve our purpose to stay for four of us. I was stuck in the situation which I didn’t have no where to go with three kids for three hours until finally I found an accomodation we were happy to stay. I’m not sure that which of them, Palmerston or *********** mixed up my booking but the lady at the new hotel told me that this has happened often with Palmerston. On top of this experience I was charged full amount of the accomodation fee which I didn’t cancel and am still fighting just to get full refund. The worst service I have ever experienced.