Genesis Apartments by Gold Coast Premium

My family booked a 3 bedroom apartment with ocean views. The views were amazing and the location is also great. But whatever you do, do not stay in apartment 46 … the owners must have spent nothing on maintenance and upgrades for the past 20 years. There were 4 split system air conditioners in the apartment and they were all broken … due to the heat ithe apartment was unliveable. This was our main gripe but there were plenty of other examples of poor/old amenities (eg a TV that was so old that you could barely watch it). I find it so irresponsible (and greedy) for an owner to rent out an apartment in the middle of summer knowing full well that all the cooling was broken and to not even mention anything to us before we turned up. Our holiday which we booked 6 months in advance would have been ruined if we didn’t scramble and find alternative accomodation. I’m still quite upset about it. If I was another owner at Genesis, I’d be annoyed that the owner of apartment 46 is damaging the Genesis brand. Anyway after a night of almost no sleep as it was too hot, we transferred to a different apartment at Genesis for a few nights and it was great … well maintained and had decent air conditioning! We then moved to a completely different hotel for a few nights (similar price) which was also great. So I guess it’s luck of the draw which room you get at Genesis. Massive difference between the best and the worst … and the worst is holiday wrecker. Finally a shout out to the hotel manager who we thought was great … he was easy to deal with and tried his best to help us after our horrible first night.

A traumatic experience- will expect next time that budget means dirty, not maintained, and not working when next booking a holiday. Unit 10 on the 3rd floor was a renovators delight - not acceptable when paying a lot of money per night. (Was thankfully refunded for 2/3 nights). Spent two of three nights with a window blown out and shattered by the GC storms. Meaning we were unable to cool the unit, there was glass walked into the unit and the floor was dangerously slippery due to the humidity and sea air entering through the huge windowless gap in the unit. The glass was not cleaned up and we couldn’t use the balcony at all. There was no privacy in this unit, the window coverings did not reach each end of the windows, the carpet was stained and shrunk away from the doorways leaving nails exposed. My son’s foot was bleeding due to the exposed nails. The washing machine was full of sand and the lint filter was so full of gunk, lint and sand it looked like it had not ever been emptied. The dryer had chewing gum stuck throughout it. The shower taps couldn’t be turned off and the shower dripped permanently in a steady noisy stream. No privacy - The manager came into our apartment unannounced to check the bathrooms for a leak reported from the apartment below and I felt like this was very scary, we didn’t know he was in our unit except I thought I heard something and left our bedroom to investigate. We had 5 staying but only received 4 towels for our entire stay and was only supplied 2 rolls of toilet paper per toilet - was told we’d receive more towels and toilet paper but we never received these. It was a horrible stay in a horrible place but located in a beautiful position. The curtains were dirty and not hanging properly as they were old and broken, the beds had no mattress protectors and we slept on just a single thin sheet which was clean thankfully. The main bathroom has no privacy and are overlooked by other hotels/buildings. The lights in the unit were not all working, the oven glass top was cracked and broken. The unit had great views but needs a complete overhaul to bring it into this century, it is old and not maintained in any functions and we were reluctant to spend any time there. We won’t stay there again.

We booked the 2 Bedroom Ocean View Apartment based on what appeared to be tidy, modern apartments made of easy-to-clean glass and tiles. What we received were cracked stone, worn and stained carpets and blinds, and a kitchen I'd last seen in my elderly grandmother's second-hand caravan. It would have been annoying if it was just ugly, but the number of sharp edges on the broken settings was actively dangerous. Worse was the mould infecting just about every corner of the place, including inside the fridge, the black mould through one of the shower curtains (the other being missing entirely), and the bizarre brown and red splotches running through what little bedding we were provided. However spectacularly colourful these splotches were, the most alarming were those on the walls and sheets of the master bedroom; though on the smaller side, the rusty red colour of blood was alarming in any quantity. One bedroom was missing a blind, which I'm sure would have woken me at the crack of 5:30am each day with the precisely zero sun protection it provided. This was still better than the Queen bed, which was so thin we could see the springs straining against the mattress material. Given just one of the three sliding doors leading to the balcony was able to close at all, this would have meant the weather in both its daily heat and nightly cold gusts would have been flowing through to keep us nice and uncomfortable, let alone whatever bugs might wander in and out to snack on our clothes, food and bodies. When we raised our concerns (initially, we asked if we'd been put in the wrong room, so different was what we received to what we got), we were told quickly that nothing could be done. No other rooms, no cleaning, no repairs. We said we couldn't take the room; explained how unsafe we felt, pleaded, and eventually waited while the manager was called. We waited a long time; close to an hour in the lobby, tired and distraught. We asked if there was any news; yes, there had been, almost an hour previously, to say 'no.' We had just been left ignored. The manager eventually showed, and said he'd call the owner. We were not allowed to speak to the owner to plead our case, nor have our messages passed on. The tiniest concession after all this? The manager told us he would send someone up to repair the blind, but no effort or recognition was given for any of our other concerns. Our objections that having a room repaired around us when we were still paying full price for it fell on deaf ears also. We said, very clearly, we did not want to spend the night in our room supervising repairs or with the door open to the public hall as a tradesman tried to fix the mess. Nonetheless, we were ignored again and one was sent up. (To his credit: a very nice and understanding repairman who showed us more empathy in 30 seconds than we had received in the whole day up to that point). To the surprise of no sane person reading this, we returned our keys and left the very same night

Upon arrival to our room on Thursday 21 September 2023, we were absolutely appalled to see the state of the room. To name a few (with photographic/video evidencing our grievance), there was dust build up on surfaces, stained toilets from the urine of previous guests, dirty floors, mould build up on one of the bathroom showers and black long hairs on the shower floors. The apartment manager was immediately called to the room and questioned about the state of the room. At first, we were told that our concerns needed to be taken up with *********** rather than the apartment directly given we booked through ***********. We responded stating that cleanliness of the room had absolutely nothing to do with *********** and that the apartment is solely responsible for maintaining this. The manager then proceeded to advise us that a cleaner would be called back to the room and ordered to clean the entire room in the managers presence. We were assured that the room would be cleaned to an acceptable standard for us to be able to stay the next four nights. When we arrived back to the room, we noticed that the room was somewhat cleaned such as hairs removed and toilets bleached however it was still quite dirty. Nonetheless, given we witnessed partial attempt (even if minimal) to rectify the issue, we did not complain further or make any further grievances. However, on Saturday 23 September 2023, I noticed that under the flat sheet of the bedroom I had already been sleeping under for the past couple of days, was dried blood on the sheet directly under me. I was absolutely appalled and disgusted to learn that I was sleeping in a dirty bed with sheets not cleaned, with direct contact to my skin of someone else’s blood. Again, I have photographic and video graphic evidence to verify this grievance. Although reception was unstaffed at the time, there is signs within the apartment to confirm that the manager can be contacted where urgent. Multiple were attempts to contact the manager with no answer. A text message was also sent with no response (evidence can also be provided of this the sign left at reception, the call log confirming the attempted contacts and text message screenshot). Not only was there no answer, but there was no attempt to call back at any point that night or the next morning. My partner and I were not able to sleep that evening given the bed was in a completely unacceptable state. The next morning I proceeded to reception to voice my grievance and demand a refund. My concerns were completely dismissed. Whilst the manager was somewhat empathetic and confirmed that the issues found with the room were unacceptable, I was told to just send an email detailing my concerns. What is the point in hiring a manager if calls go unanswered, text messages go ignored and serious issues are raised like the above, that are shut down with no genuine attempt to rectify or help the customer? I was also told that it is not the fault of Genesis Apartments, but

We just finished another stay at Genesis What a place for a holiday, Genesis is a fantastic resort. It is under new management, think is fair to say the transition may not have been smooth. There have been some bad reviews about the cleanliness of the rooms but I can assure you that has been rectified, our unit was spotless When you walk in the door you are greeted by new manager Colin, nothing is too much trouble and he will help with anything you need. We had a 3 bedroom apartment on the 12th floor with a huge wrap around balcony and great views of the beach. The bedrooms have views of the hinterland. The unit was huge and is fully equipped with everything you need. The grounds are amazing and neatly kept, 2 pools, play area for the the kids, gym, spa & BBQ area Not to mention 2 half court tennis courts. I really can't fault the place. Just book and ENJOY!! We'll be back again. Thanks Colin for a great experience again

I would not stay here again. The apartment was so filthy and the manager did not care. He said. "Thats what you get for a budget room." We had to clean the kitchens lounge and bathrooms before we were comfortable staying the night The furniture is old and broken and there is no way this is close to 2 stars. Let alone 4. Do not stay here