Nightelier Mermaid Waters

Couldn’t recommend this place enough for a lovely stay! From the moment we checked in the staff were lovely and so helpful to anything we needed. Room was very spacious, clean with a comfy bed and a large desk & TV too! We got dinner here on the first night and it was very tasty. Steak and the Katsu curry was great. We had breakfast every morning included in our stay. Good selection and the coffee was good. Pool area looked nice but the weather wasn’t great for our stay sadly! Location isn’t bad. 15 minutes walk to mermaid beach and 20 minutes walk to pacific fair shopping centre with good bus routes available outside the hotel too!

Our experience at Nightelier Mermaide Waters was nothing short of appalling due to the conduct of Shefan. From the very beginning, the service was hostile and unprofessional. We had booked one room with two single beds and arrived with three people (a friend joined us from Brisbane). When asked how many were checking in, we initially said three, but quickly clarified that only two would be staying. Despite this, Shefan refused to check us in, insisting that because we had first mentioned three guests, we could not proceed unless we upgraded. Even after we reassured him multiple times that only two would stay, he continued to belittle and patronize us, holding up our check-in for 15–20 minutes. To make matters worse, he threatened to come into the room at midnight to check if there were three people and vacate us if so. This was not only unnecessary but extremely disrespectful. In all my years of staying at numerous 4- and 5-star hotels, I have never encountered such poor customer service. On New Year’s Eve, when we simply wanted to enjoy our night, we were left feeling humiliated and disrespected. If it weren’t for the occasion, we would have cancelled our stay or escalated the matter further. This was by far the worst hospitality experience I’ve ever had, and I strongly urge management to investigate Shefan’s behavior. Guests should never have to beg to be checked in, nor be subjected to such treatment. For anyone considering booking here, I recommend thinking twice if customer service matters to you.