Breakfree Imperial Surf

“Great location but lots of renovations going on”

Booked a deluxe 2 bedroom and room was nicely renovated. There was a lot of renovations going on which made accessing the hotel when we first got there complicated. There was also only 1 of the 3 lifts working while we were there which often made the wait quite long, I understand that these things … more

Booked a deluxe 2 bedroom and room was nicely renovated. There was a lot of renovations going on which made accessing the hotel when we first got there complicated. There was also only 1 of the 3 lifts working while we were there which often made the wait quite long, I understand that these things happen but after speaking to some of the residents it had been like this for a number of weeks so we should have been notified prior to arriving. Overall the room was nice and the amenities were good so we would book again

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“Direct booking process flawed, terrible lifts(no redundancy in a high rise), nice room.”

Each apartment is individually owned and furnished. I stayed in Apartment 3D, Deluxe Ocean View. We have stayed in this apartment previously. We like this room, it is on a lower floor, nicely furnished, quiet, with heavy blockout curtains. The room scored a 9 out 10. The reason for the 3 star revie… more

Each apartment is individually owned and furnished. I stayed in Apartment 3D, Deluxe Ocean View. We have stayed in this apartment previously. We like this room, it is on a lower floor, nicely furnished, quiet, with heavy blockout curtains. The room scored a 9 out 10. The reason for the 3 star review is owing to the booking process and hotel facilities. I have a fear of heights, and this hotel is 41 storeys high. As I mentioned I have stayed in 3D before and we wished to book this particular unit again as its nice and only on level 3. I booked direct with the Hotel (All Accor chain), but was told I could only put in a request for that room, I also added request for a room below level 10. I subsequently called the hotel a few days prior to arrival to enquire which room I was allocated, I was told that they would not tell me and that rooms are only allocated on the day, I said well can you confirm at least that I will not be higher than level 9, again I was told no we can't. When I mentioned my concern and fear of heights all I was told was "Well maybe you should consider cancelling the booking, and search alternatives", OMG. On check in luckily I was allocated the apartment I requested, but believe the hotel caused me unnecessary angst. There needs to be a process where returning guests can book a particular apartment, I could arrange my travel dates around the apartment availability. Also the hotel only had 1 of the 3 lifts operating during our 9 night stay. The hotel is 41 storeys high, this caused long wait times, with the lifts often full. I was also concerned there was no redundancy, if this lift broke down, hundreds of guests and residents would be stranded. The surrounds of the hotel were untidy and cluttered with construction.

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