BreakFree Imperial Surf

It was good. Although a bit old, the amenities were complete. I love the location because it was overlooking the ocean.

I paid for ocean and city view but got only ocean view. When explained same to the staff they said there would be extra cleaning fees which is not fair because i booked before hand correctly then why should i be bothered. Moreover, i had only 2 days free with me in which one day would be moving for which i had to pay. Also, curtains were torn, tables had scratches, tv didn’t had internet connection can’t watch netflix . Customer service is very poor. Lifts were getting repaired so, lots of people adjusting in 2 lifts. Mind it, this is weekday still. I did not enjoy at all. What i thought and what i got were totally different

Paid for a 'Deluxe Ocean View Room' and requested a south facing room. The room we got was a north facing city view with partial ocean view. We literally looked directly into the units of the Meriton apartments opposite our building, & over a noisy building site to the west. That towering Meriton highrise also blocked out all sunshine into our apartment, and we had zero privacy because of how close the buildings are. I queried why it's called 'Deluxe' as it definitely was not a deluxe ocean view and was told "because it's been renovated". However the room was disgusting. The renovations must have happened well over a decade ago. There was black mould in both bathrooms & chips out of the vanity & bath. We could barely see out of the windows in the apartment because they were covered in ocean salt and clearly never cleaned, along with the rest of the filth coating window frames. The walls throughout the apartment were damaged and no doors had door stops so if we had the windows open all the internal doors would slam shut allowing for zero breeze in the apartment. On the second night we were trapped in the building because the lifts would not work. We rang security who did not answer so we range the lift company who said there is someone on their way but it could take a few DAYS so we should just walk up & down the fire exit stairs....from level 27. Luckily the next morning one was working & luckily our car didn't have a parking fine as we were unable to get out to update the paid parking ticket. When the lifts were working, it was an extremely long wait. The building is being painted outside, which meant many amenities were out of use, which we did not find out about until after we'd booked non-refundable. The young girl I spoke to at reception showed zero interest or empathy, she genuinely could not have cared less. A few years ago I stayed at Imperial Surf and loved it. I'd been saving up to stay there again to spoil my family for SeaFire. I cannot believe how much it has changed for the worse. I felt I completely wasted my money on this stay and I will never stay there again. As a local Gold Coaster who has many staycays in Surfers, it's just so disappointing.