Mermaid Waters Hotel by Nightcap Plus

Perfect for our requirements; and they threw in 2 x drink vouchers and 10% meals at the bistro which were very tasty. Comfortable bed and generous breakfast included

Great

I was unfortunately quite disappointed with my stay here. The hotel lobby has recently been refurbished and modernised, which initially made me excited to stay, hoping the quality of service would match the updated appearance. Upon check-in, they required a $200 bond, which is understandable, but when I asked the receptionist if this was documented anywhere for my peace of mind, she was completely unsure. She spent about 15 minutes trying to locate something in writing and, at one point, even asked me, “Are you a lawyer or something?”—which I found off-putting and unprofessional. It seems reasonable to expect that a bond policy would be clearly documented. After this unnecessary delay, I finally noticed a welcome letter sitting right in front of her that clearly stated the bond policy. Staff should be familiar with these details, and this experience didn’t set a good tone for my stay. The room itself was fairly basic, but small issues kept adding up. There was an old opened milk left in the fridge with no fresh ones provided. When I tried to call reception for a fresh milk, the phone was faulty and kept disconnecting from its wiring. On top of that, the “Do Not Disturb” sign was broken and wouldn’t stay on the door handle. When I eventually managed to call reception to simply gently ask for a fresh unopened milk, the same staff member from reception answered and was frustrated at me that I had an additional request for milk. I was polite and patient all along despite the many mishaps, yet was made to feel like a huge inconvenience. Overall, it was the service that made this stay disappointing. No guest should be spoken to that way or made to feel unwelcome, and it really soured the stay for me.

Is a good hotel and is very near to anywhere

Very good service from check in to the breakfast staff.the room was clean newish no fuss,bed was comfy.it was very quite our room backed onto the rear car park and was easy to access our car in secure parking.the breakfast complimentary was fresh with lots of choices .it has a resturant and pokies venue attached to it and was open till 4am serving drinks.will be back again

Attended The Ultimate Non-Fiction Book Writing Masterclass at Mermaid Waters Hotel 8th October 2024 . Plenty of free parking, and friendly staff to direct me to venue room etc. Pleasant venue surroundings and all other facilities needed for the day. Attended this venue again on the 29th January 2025. AGM meeting on this occasion. This venue has an excellent meeting facilities. If I could give it 10 stars I would. Such friendly helpful staff.

Had lovely stay. Great value for money with the free drinks and breakfast! The bed was every comfy.

Awesome last minute stay. Cheap price for such a quality room and even better customer service. Super easy to find and access my partner and I will definitely be back! 😊

Very happy customers here😁Thanks for a wonderful stay from the room to the food to the service. Top shelf. We’ll be back 🤗. Thank you

Mohammad is a legendary waiter, very polite and helpful

Had a fantastic breakfast buffet at Mermaid Waters by Nightcap Plus! The food was delicious, and the service was even better. Mohammad was absolutely wonderful, he was so friendly, attentive, and helpful throughout our visit. He made sure we had everything we needed and truly enhanced our dining experience. The chef was also very helpful and made sure to accommodate any dietary requirements. Definitely will be coming back. Highly recommend!

Everything is good, definitely I'll back

Enjoyed my stay. Thankyou

Nice meals and great customer service with very clean and comfortable dining for family to eat and stay in clean accommodation.

Recommend to families & friends travel together. Great value of money… with free breakfast & great service.

From the moment we arrived the service was fantastic. The Staff were always happy to help. Special mention to housekeeping who went above and beyond. The Staff in the restaurant and bars always greeted us with a smile and the food was amazing. The bed was comfortable and rooms are spacious. No hesitation in recommending Mermaid Waters Hotel.

I stayed at Mermaid Water Hotel from 4th January to 10th January 2025, and while my room was comfortable and the reception staff were friendly and professional, the rest of my experience was far from satisfactory due to poor housekeeping and maintenance. The corridors were dirty, with cockroaches everywhere, and it seemed like no cleaning or vacuuming was done during my stay. The lifts had no lights, making them feel unsafe and inconvenient to use. Despite the room being fine, I even found a spider inside, which was very unsettling. The biggest issue was the housekeeping staff, who were not only unprofessional but also rude and disrespectful. Their attitude and lack of customer service completely ruined my impression of the hotel. Unless the management takes steps to improve cleanliness and trains the housekeeping team on how to deal with customers, I cannot recommend this hotel to anyone. While the reception staff were great, the lack of cleanliness and the poor behavior of the housekeeping team made my stay disappointing.

Never again service very bad

Hotel staff were friendly (shoutout to Constance who checked us in and was very accommodating!). The room had everything we needed. The hotel is located near bus stops which made travelling via public transport convenient. The food was tasty (I recommend the pizzas!). No complaints 👌

I booked a flight and hotel stay as part of a deal, and honestly, I was a bit nervous about how it would turn out. But to my surprise, it was absolutely amazing! The room was clean, comfortable, and had everything I needed. The service was top-notch, and the hotel had great amenities, including a pool, which was a nice bonus. They also offered 2 complimentary drinks and a breakfast buffet, which was incredible! The breakfast had so many options, and everything tasted great. I feel like I got such a good deal for the quality of the stay. Would definitely stay here again on my next trip to Gold Coast!

Friendly staff who immediately helped out when my son hit his head. Hotel was a little tired looking and room wasn't as clean as it could have been, with the bathroom showing toothpaste evidence of the previous occupant. Buffet breakfast was included in price as were a few drinks cards, which we gladly used on coffee. The buffet was quite limited and felt sorry for the staff during the busy period as it was basically 1 guy running around trying to welcome people and clean up and set tables. Overall, quite expensive for the level of accommodation on offer.

Staff amazing. Rooms clean and super comfortable beds. Free breaky great All up, lovely experience, and relatively quiet

Great value. Clean. Spacious. Great for kids

Nice hotel. We have a welcome drink from restaurant and we also enjoy the dinner there as well.

Mermaid Waters Hotel is not a four star hotel. It’ll say it is, and trust me, we wanted it to be. But after a week long stay, I can confidently advise you to temper your expectations. Let me walk you through our experience. Initially, we were booked into a room that’s right next to the parking lot. This is when we realised Mermaid Waters is not sound proofed. You’ll hear people in the hallway, the next room’s TV, and car engines as if the window is open (it’s not). That’s alright—let’s watch some TV ourselves after a day of travel to settle down and block out the noise. What’s that? The TV doesn’t work and it can’t be fixed until tomorrow? After speaking to reception twice, a lovely staff member organised a better room. Great! While this was an improvement, other issues kept cropping up. The shower door was off its hinges. Rooms aren’t properly serviced with staff not vacuuming, dishes being left behind (as you can’t wash them yourselves), and fresh hand towels/face cloths being forgotten repeatedly. We ordered room service once and chose an item you can’t get wrong (cheesy garlic pizza)—it turns out, you can. It was burnt and flavourless. Oh, and you’ll still wake up if there’s a conversation in the hallway. Now, it’s not all bad. The complimentary brunch is nice, most staff are helpful (with some exceptions), and it’s an overall alright experience. It could be worse. But simultaneously, it should be better. We had to share a pitch-black elevator with other guests due to the light going out. Spiders occupy the hallways, with staff being content to leave them there. It’s a normal occurrence that staff-only spaces are left wide open, showing the poor state where supplies are kept. The WiFi is maddeningly slow, the linen feels well used, and the website photos leave a very, very different impression to reality. Having spent nearly 2.5K AUD on our stay here, we do feel there had to be better options. It added a tinge of disappointment to our holiday and we won’t be returning again. I imagine I’ll receive the same response as other negative reviews (“Feedback received!”). But I hope management consider these concerns seriously. With tough economic times, holidays are novelty and this experience was subpar.

Friendly, helpful staff. Great environment. Highly recommend.

Nice place has restaurant not far away from broadbeach

Had a really lovely stay here, food was great all staff were friendly and helpful. The pool was nice, the rooms were very clean. Nice entertainment provided.

Toilets stink Please fix your extractor fans. So many flies. The gaming room music really needs help. New fitout is nice. Missing the pool tables, please visit fitting at least one back in somewhere.

Had a lovely meal (Burata for starter) washed down with a tall cold drink . Friendly staff and shout out to manager Chrissie - so welcoming and seemed genuinely interested in me relaxing on an awfully hot day.

Our stay was amazing with excellent facilities and ver nice location.The staff were very accommodating, friendly and helpful and that contributed to a pleasant experience. I highly recommend this place for anyone who wants a fantastic getaway celebration.

The first thing that struck me was the room was decorated beautifully. A big thanks to all those who were involved. What can I say about the girls behind the bar? Other than they were fantastic. They were so friendly and accommodating and of course there was you leading the great group. The food was very good & was served warm The staff joined in our skit of YMCA Thanks once again for all you did to make our evening such an enjoyable one. Hopefully we will see you again next year. Cheers

We travelled with two people who had dietary requirements (one vegan and one coeliac) and unfortunately the on-site restaurant really struggled to cater for these requirements despite including breakfast in their package

Very convenient and ticks all the boxes

Really lovely place to stay :)) Personal suggestion would be to add a pool table <333

A cool hotel. Quiet and comfortable. Perfect place to escape from the Gold Coast strip.

The sweetest staff ever

Very clean and professional

I LOVE THIS HOTEL THEY SLAY X

I LOVE THIS PLACE #LETTHEGAMESBEGIN

Luke is the best reception staff ever and we thoroughly enjoyed our stay here

Amazing accomadation, staff were amazing and friendly

Great location. Excellent staff.

Clean and spacious rooms. I like a softer bed so thought it was perfect! Would definitely stay again.

Would recommend to stay here. Have a great steakhouse restaurant. Staff are friendly and courteous and will go the extra mile! Rooms are clean and fresh. Beds are to die for, so comfy

What a great find. Good value… restaurant, bar, pool, central location, huge room and easy parking. This will be my go to place on GC.

Pleasantly surprised at the welcome drink selection. Rooms are alright and clean but nothing super spectacular. Location is very good for shopping. Near major supermarkets and drive away to outlet shops.

Wunderbar 5 Tage verbracht

Rooms very ordinary not everything working properly to the point of changing rooms. Next room much the same except had to kill a cockroach and when I showed a photo to reception nothing further heard. Stayed for 2 weeks and room was never vacuumed.

My wife & myself were greeted by friendly staff. We enjoyed our stay. Great location. Our room was clean & comfortable. Great buffet breakfast was included in our room, which was lovely. The staff in breakfast area were lovely & friendly. The toilet seat needs attention (room 219). We couldn't sign into our netflix account. We had a late check out which was great. Plenty of parking. We will definitely be staying here again.

Awesome place to stay. Great staff, fantastic value for money, beautiful room, tasty breakfast

Staff and service was great. Food was good.

Spent a whole week here. From the moment we made the reservation over the phone to our departure, the service has been awesome. Recommend this place to anyone visiting the Gold Coad. Real international vibe

Stayed 4 nights with children. The first floor was so noisy. The breakfast plates were not clean. The reception staff was excellent. I will not choose here again.

Great location, clean room, and a proper breakfast buffet at a reasonable price!

I received exceptional customer service and asked for early check in which was accomodated. Front desk staff were very friendly and helpful and got 2 free drink vouchers! Also has playground near restaurant so family/ kid friendly in a great location and affordable. Highly recommend!

Always good 👍

It’s really nice place to stay, they got good pool and excellent breakfast. 🥰

Stayed for business and thought it was excellent value for money. Clean, friendly and some extra’s included that you don’t always get at other hotels such as breakfast, drinks vouchers and complimentary water in rooms.

Staff were really lovely, room was large, bed was comfy. My only pet peeve was the TV had this super bright light coming out of it that I couldn't turn off during the night. Otherwise was a great stay

Visited for a boxing match and lunch and was disappointed with the food quality and timely arrival.

Perfect location for this short Gold Coast trip. Our room and bathroom were very spacious and overlooked the pool. The complex had great amenities including a restaurant with a full buffet breakfast. We loved the Thai prawn spring rolls for a late lunch and Beef Cheek dinner special, so compliments to the chef. We would definitely recommend and stay at the Mermaid Waters Hotel by Nightcap Plus again.

패키지여행 숙소이지만. 편안하고 넓고 아늑하고 친절한 호텔이였습니다 수영장도있어요

Nice clean rooms, staff were very helpful and friendly

Really nice hotel, clean rooms and great breakfasts, wonderful

Perfect location around 10min walk to Pacific Fair. Hotel staff were very welcoming. 2 Complimentary drinks for the nights we stayed. Buffet breaky was everything you could ask for. Would definitely stay again next time!