SandCastles Noosa

Never in our lives have we encountered such rude service as we did here! My husband and I booked 2 nights at SandCastles and were given a pool deck room. Upon check in, we dropped our bags and wanted to head straight to the beach so my husband went to open the sliding door to head outside but the entire lock came off in his hand. I headed down to reception to let the lady in the office know and she advised that there was nobody on site who was able to fix it and that management wouldn't be on site until the following day. She came to look at the situation herself (I am sorry that I don't remember the receptionist's name but she was lovely). By the time we got back to the room my husband had found some utensils in the kitchen drawer and had proceeded to try and fix the lock. I commented to the receptionist that we were unable to leave our room as we were unable to secure the room and of course all of our valuables were in the room. My husband asked for a screwdriver so the receptionist headed back down to the office to search for one and returned about 10 mins later. My husband continued to work on the lock before the receptionist said she would head back to the office to see if she could find a key for the sliding screen door so that we could at least secure the room to head out and commence our holiday. The receptionist returned with the key by which point my husband had fixed the lock anyway. The following morning I returned the key to reception and the 2 managers were working. I still owed the balance of our stay (the room cost $1,100 for 2 nights) and asked if we would be considered for any compensation on the balance due to the fact that the room was faulty and we were room bound until it was fixed. The manager Mark said "absolutely not" to which I responded that we had to spend our own time fixing the lock because nobody else was available to do it. Mark then responded with, and I quote..."Oh 30 minutes, whoopdy doo". I then asked again "So we won't be given any compensation for the inconvenience?" to which Mark then snapped "Oh so you are one of those people are you? I hope you are checking out soon". My husband and I chose to walk away from the conversation then and there as it was obvious that the management of SandCastles had no intention of providing any professionalism. Management, namely Mark, never apologised to us for the inconvenience of not being able to leave our room until it was fixed, nor did they even thank my husband for fixing the faulty lock. We have NEVER in our lives experienced such rude, condescending and unprofessional service. Interestingly, since our experience I have read some of the other reviews for SandCastles and have noticed that Mark's poor attitude continues with any review he doesn't like. I highly recommend to anyone wanting to stay on Hastings St to look elsewhere if you would like to be treated with respect!

Excellent family stay We stayed in the 2 bedroom apartment at the back of resort over looking the park. It was wonderfully set up well to cook meals and relax. It was quiet enough at night down the bottom of Hastings street but wonderful to have direct access to restaurants, shopping and the beach. We hired beach towels for $4/each and used the free washer and dryer on-site. The management team were friendly and easily available to help with our queries.

Great location to main areas.