Address Grand Creek Harbour

I recommended Address Creek Harbour Hotel to my friend, expecting a high standard of accommodation and service given the reputation of the Address brand. Unfortunately, the experience was extremely disappointing.

For the first two days of his stay, there was no hot water in his room. Having arrived in the early hours after a long-haul flight, he was faced with freezing cold water when trying to shower. Despite reporting the issue, it was not resolved. Even worse, maintenance staff arrived at 3am without warning, repeatedly banging on his door until he answered, only to be unable to fix the problem. When he complained the following morning, the hotel's response was to offer a complimentary breakfast.

The issues continued when we ordered food by the pool. The shrimp tempura was undercooked, and the chicken wings were inedible. Both dishes had to be sent back, yet staff refused to issue a refund. When we escalated the complaint to the manager at reception, the only compensation offered was, once again, a complimentary breakfast.

We understand that things can go wrong at any hotel, but what matters is how these situations are handled. In this case, the customer service was exceptionally poor, with little accountability and no meaningful effort to put things right. Despite multiple serious issues, absolutely no financial reimbursement or meaningful compensation was offered, which is particularly unacceptable given the high price guests pay to stay at this so-called luxury hotel. Offering a free breakfast on two separate occasions was simply inadequate.

For a hotel operating under such a prestigious brand, these standards are unacceptable. I feel particularly disappointed having recommended the hotel to my friend, and based on this experience, I would be very reluctant to recommend it to others.

This isn’t my first time visiting the hotel, it’s been my go to hotel for years now. The staff is amazing and very helpful essentially osman.