Customer service: 1/5

Customer service: 1/5
Rooms: 4.5/5
Pool bar: 1/5
Restaurant: 3/5

In terms of customer service, this was definitely the worst attribute of this hotel. In my experiences I've never seen such bad customer service. There are only about three people that provide 5 star customer service in this place (the guy at the front door, the receptionists & the restaurant cleaner). The pool bar employees told us we can't pre-book cabanas we have to book them in the morning on the same day, so we went to do that and we were told "sorry, the cabanas are all pre-booked over night". I don't understand why we weren't told that we can pre-book, we clearly communicated that we were keen for a cabana.

I went to order drinks for us from the bar and the employee stalled me, then said "I can just give you the drinks now they are ready". I had to wait so he doesn't bring the drinks out to us, I thought I am the one that can be lazy on my holidays not the person that's actually getting paid for work. We all work and get paid, but usually in the good case scenario, when you are lazy you are told to pick up the slack, not encouraged by your manager to be more lazy.

In addition to the rude cleaning staff that we came across in the lift, we pressed the down button but apparently he was going "UP", which is what he literally screamed at us with.

The food in the restaurant is not bad, I hope that at least stays the same and doesn't change.

At this point, apart from the indoor restaurant, the lovely decoration and the beautiful people in reception and by the front door, I am not sure why else I would waste my holiday on this "5 star" hotel rather than any other 4-star hotels.. I'd probably get better customer service in the 4 star hotels.. or if I don't I can't complain because they are not meant to provide a 5 start service.

Overall, this affects tourism in Australia. If one of the top 5-star hotels that costs an arm and a leg to travel to and stay in has this kind of customer service, then why would foreigners come to holiday here.. it's a ticking time bomb. Soon enough this place will be deserted.