Swell Resort Burleigh Heads

Wonderful, caring reception staff Due to personal circumstances we had to cancel our booking and Meg at the reception desk was so kind and accommodating. She showed genuine care and was flexible with the cancellation. Meg, you’re a superstar and we appreciate the time you put into the booking. We will be back next year!

Swell resort is a huge complex of apartments, each individually owned and rented through the central company. We arrived just after 5 pm on a Friday, to find that reception closes at 5. Obviously most of the travellers arrive after 5pm on a Friday so when we arrived the were at least 8 families trying to locate keys via an intercom on the wall connected to a call centre. The system was terrible - a piece of paper to direct us to the car park maze where spaces arent numbered in order. We spent over an hour trying to locate a car spot only to find that the garage door was open so we couldnt see the number. The apartment was generally in poor condition. The towels were frayed with holes in some and the bright red leather couch was old and badly coming apart at the seams. The cleaning was average - a dusty baby toy was lodged between the bed and the side table which I’m surprised wasn’t picked up when the bed was changed. My biggest issue was a faulty bathroom door handle which repeatedly locked and we couldn’t open from the outside. We had no access to the bathroom for most of the Saturday until my husband arrived and was able to ‘jiggle’ it open. Later that day my 8 year old daughter became locked inside the bathroom - she was distressed and trying to get out - my husband was shaking and pushing the door to try to get it open and it suddenly opened quickly, hitting her on the head, causing a nosebleed and bruising to her face. I reported this via the intercom to a lady who took the details and then hung up on me. I assumed that someone would be called to fix the lock but no one contacted me again during our stay. We were also only provided with one set of keys between 6 people which was problematic - all of us trying to coordinate getting in and out at separate times was very hard. There were at least 3 gates between the room and the exit, all of which needed the keys to enter / exit. Having teenagers who wanted to walk into town or come home later at night was very difficult and resulted in others being woken by phones or doorbells and having to let people in and out. Once again I was advised by intercom lady that she couldn’t help. Reception hours are very limited (2 hours per day) and therefore we weren’t able to attend in person to request more at a time we were free. All in all, we were disappointed with our stay. Guest services were essentially non existant - the intercom lady wasn’t helpful at all. I found it very surprising that so many people were arriving after 5 on the Friday evening and no one was there to assist. At one point I saw at least 10 people queuing to use the intercom to request keys. The visitors car park was full overnight with many cars parked overnight and exceeding the posted 2 hr limit. The apartment was dated and dirty and the entry / exit with one set of keys / adults and teenagers was very frustrating. I did email Swell twice after our stay but nearly two months later I havent had a reply. I also called t

We have just left after 7 days disappointed this time around. The pool never got cleaned as sand and dirt in the same place in the pool the whole time we kind were in the pool area most of the time. Also the lift floor was not vaccumed until the 6th day and it was dirty. We also had the cleaners come in to our unit after 5 days without notice so our personal things were around not a nice feeling for both of us just a note under the door/email/message anything would have been nice to let us know they would be coming in. We have stayed many times before but this time not as good as times before. Its a good location and secure parking that's good.

Good location, pool area great. However Reception checkin procedure/welcome/lift floor security lacking. Bathroom terrible, no extractor fan, shower narrow over high bath with degraded slip mat in bath, no rack or support hold. Marked walls needs paint. Overall disappoints for a 4 star rated. Would not visit again.

Green pool which was closed- not good enough with this hot weather. Management was informed and should have sorted out the pool overnight. No- one on check in so couldn’t get an extra set of keys - we had one set for 4 people. Can’t recommend this place sadly.

Nice room, with partial sea view. For the price one would have expected that the bathrooms would have more than one small white soap tablet and two tiny shampoo and conditioner bottles. No face washers were provided and the shower head in the second bathroom was terrible, also no info for the complex or local area was proved in written form in the room , eg where to leave keys, tv usage or local eateries etc. Dissapointing.