Kempinski Hotels & Resorts - accommodation in Tamborine

Our stay was unfortunately overshadowed by a very unpleasant check-in experience. The front desk lady who checked us in never smiled once and appeared unhappy and unfriendly throughout the entire interaction. What made the experience even more uncomfortable was that her attitude seemed noticeably different when serving other Western guests. She was warm and welcoming to them, but cold and dismissive toward us as Asian guests. In addition, several reasonable requests were immediately rejected. For example, when I asked whether we could have an extra blanket, the lady simply said “No” without offering any explanation or assistance. However, after speaking with another staff member later, the blanket was delivered to our room promptly without any issue. This left us wondering why our request was denied in the first place. Hospitality should be extended equally to all guests regardless of their background. Unfortunately, the service we received at check-in fell far below that standard and left a negative first impression of the hotel.

Great location, close walk to the beach and shops, very clean, modern facilities, let down by poor signage with construction blocking walking access from Hooker Blvd and room service options unclear.

Staff were exceptional and the room was very well presented