Now this feels better!

We’d had in some lovely reviews after that awful one from last week.

We’ve had many very positive comments about how we’ve done with our social media and how we communicate via the Trip Advisor reviews, Facebook (still getting the hang of it) and Twitter.

Whilst we’re always learning with Twitter and the like, we feel it’s important to be part of the conversation rather than ignore everything.

Some Kind Recent Reviews

“The view was beautiful, the apartment was immaculate, the reception staff were lovely and helpful and we just loved it and if that wasn’t enough the price was so amazing!….. We loved it so much that we have decided to come up there to live! If we could live permanently at The Shore Apartments we would…”

“Fits in a budget as well couldn’t ask for more. Will stay with them next time I visit for sure.”

“…really enjoyed our stay, the apartment was very clean and spacious, with great views of the ocean…Staff were lovely and friendly.”

Thanks to all who review us and provide feedback.  We love it all as we really learn from what everyone tells us.

Regards

Terry
Manager

One of the challenges of running a resort in Surfers Paradise is that people’s expectations differ considerably.

We promote The Shore exactly as it is – a great value 3 1/2 star resort with a fantastic location.

We use our web site to show off our apartments to potential guests – we have tons of photos and videos.

1. Is the building a little tired? Sure.
2. Could The Shore do with a freshen up or modernising? Sure could.
3. The Body Corporate is constantly upgrading The Shore as the budget allows

However, it’s just fine as it is.

Trip Advisor Reviews

Many of our guests use Trip Advisor for reviews of us – and we love feedback. We really do. It’s one of the best ways we can improve.

We’ve just had in an absolutely awful review that has distressed us very much. We’re so disappointed that this reviewer had such an awful time, but are gobsmacked at the ferocity of the negative review.

“Completely Awful” complains about:

1. “The couch was old and peeling” – no problem, replaced (it was a super comfortable couch)

2. Bathroom could be seen from outside (has a curtain) – no. We’ve tested this ourselves and people can’t see it.

3. “…ceiling fan in the bedroom was old and rusted, not flush with the ceiling.”

“…pedestal fan in the lounge room was also ancient and rusty”

They sure do rust. We get just 3 months of use out of the fans before the sea air rusts them beyond service. We replace them immediately they don’t meet our standards or if someone mentions they’re not working well. No biggie.

The fan in question with rust marks

Have gone close up to show the little bit of rust and it not being flush with the ceiling (because of the type of ceiling)

4. The Hole In The Wall

Edward A complained “There was also a hole in the bedroom wall about the size of a 50c piece right next to the bed.”

This one deserves a video.

5. Sink Chipped & The Coating Had Worn Away

Edward A also complained that “the bathroom tiles were cracked and needed replacing. The sink was chipped and the coating had worn away.”

Sink with 2 small worn patches

6.  Not the greatest look, but the guests said they’d found a used condom beside the beside table.

As we said to the reviewer – our apologies for the condom you said you found beside the bedside table. I assume this was on the floor.

I’ve spoken with our cleaners and our senior cleaner cleaned the room personally and simply doesn’t know how she missed it.  She is very distressed that she appeared to do so and asked me to apologise on her behalf.

Most Disappointingly

Most disappointingly, the reviewer goes on to very strongly imply that we have misleading photos on the web site.

This is something we reject absolutely. We feel awful that this person suggests we’re misleading our guests.

We have hundreds of photos on our site and in Trip Advisor reviews (taken by guests) and the apartment of this guest is well reflected amongst them.

I’ve also put a selection of photos from this same apartment below AND in our general Photos page so you can see for yourself.

Nothing has changed in the apartment other than the couch.

“If The Typical Apartment…”

The guest then finishes off with ” If the “typical” apartment is one like we stayed in, the place should be shut down.”

We’re horrified by this comment – The Shore is 3 1/2 star great value accommodation in a fantastic location in Surfers Paradise. We have 54 Excellent ratings out of 109 reviews on Trip Advisor!

Our worry is that Trip Advisor readers will see this and think our apartments are poor quality when they’re terrific, clean, safe, well serviced and managed by a very caring and friendly (apart from when I get grumpy with reviews like this!) team.

We’d really appreciate it if you could take a look at the above and the photos below and judge for yourself.

Thanks for reading – we’re all feeling very upset with the review and feel like we need a chance to have our say with some examples.

Regards

Terry and the team

There’s been quite a lot of rain over the past few days on the Gold Coast.

We’re happy to report that there has been no problems at The Shore.  No road closures, no flooding – we’re open for business and ready to help you enjoy a great stay.

Cheers

Terry and the team

Just a quick note that for bookings during the period from 19 Nov to 4 Dec 2011 we require a refundable bond of $100 per guest.

Thanks

Terry

The cafe on the ground floor of The Shore has been refurbished and looks amazing.

Beverley, the owner, has great experience with cafes and has developed an extensive menu for breakfast, lunch and dinner!

The cafe is open every day – it’s temporarily closed Tuesdays and Wednesdays – when the team take a well deserved day off.

Take it from me, her Pizzas are fantastic, the pasta superb and the breakfast menu is wonderful value.

Regards

Terry and the team

Just a quick note to let you know that our cafe on the ground floor is now open again after renovations and looks amazing.  Open every day – it’s temporarily closed Tuesdays and Wednesdays.

Our web guy Brendon called in today and, not calling him dopey or anything, forgot to bring his camera!

He’s coming back in a few days so will grab some shot then.

Resort Booked Out For Armcor All Gold Coast 600

I posted a few days ago how we had a couple of cancellations leading up to the big race.

The bad news is that the apartments have been snapped up…………..within a couple of hours!

The god news is that everyone is having a blast – and if you’re driving past The Shore, be sure to look above the entrance – some fans have a full mannequin Stig on their balcony overlooking the road.

At least we think it’s a mannequin!

Trip Advisor Reviews Keep Coming In

We love our Trip Advisor reviews – not least because we’re ranked # 3 on the Gold Coast!

Of the last 10 reviews we had:

• x6 5 Star
• x3 4 Star
• x1 3 Star

We’re so pleased guests are loving it here and we’re also continually trying to improve and really appreciate all the feedback we get.

We’re always thrilled that guests consistently rank us as the Best Value Gold Coast resort.

Cheers

Terry and the team