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Reviewed 23 October 2020 via mobile

Great facilities and friendly staff. Had breakfast included in our package but confused when ordering at breakfast about what's included. Restaurant staff also confused which tainted our loverly stay.

Date of stay: October 2020
Trip type: Travelled as a couple
Thank georgegL1942FJ
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
The Ville Resort-Casino, General Manager at The Ville Resort-Casino, responded to this reviewResponded 25 October 2020

Hi George - thanks so much for taking some time to leave us a review. We're glad to hear you enjoyed your stay. Sorry about the confusion regarding the breakfast inclusion with your package. We've passed this feedback on to the team.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 18 October 2020 via mobile

Excellent check-in process. Baggage was taken straight to our room. We had an executive King Ocean View Room on floor 18, which had great views of Magnetic Island. The windows were fairly dirty however, and needed a clean. There are no balcony rooms. The room itself was very comfortable and well-appointed. An Ice machine on the floor was also very useful. We dined at the Asian Restaurant (Miss Soos) on the first evening, which was very good. Suggest you make a reservation in advance though, as it is deservedly quite busy. Drinks at the Splash bar were very good, and the pool area was very clean, inviting and well maintained. The Quarterdeck restaurant was however very disappointing. A huge bar, but every part except for a very small section of it was roped off, forcing everyone to queue at the one spot and made social distancing practically impossible. To make matters worse, there were 5 people on the other side of that bar, but only 2 actually served anyone and the others just seemed to stand around chatting with each other. The food was pretty basic fare and OK, but other patrons there were extremely loud, drunk and out of control. Nobody from the resort appeared to care. It might be better for lunch, when the diners are more sober? Check-out was unfortunately the opposite experience from check-in. There was only 1 person at the reception area and two queues of unhappy, delayed patrons wanting to leave. The porters were also nowhere to be seen.

Date of stay: October 2020
Trip type: Travelled as a couple
Thank CheswickReview
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
The Ville Resort-Casino, General Manager at The Ville Resort-Casino, responded to this reviewResponded 18 October 2020

Hi CheswickReview - Thanks so much for taking some time to leave such a thorough review. We really appreciate all the honest feedback and will be passing it along to the relevant teams to take on board and improve for the future.

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Reviewed 5 October 2020

Stayed for 3 nights in a Deluxe room while there for a wedding. Check in was simple.
The desk staff were very welcoming.
The room 1207 was nice even though it was facing the West with a lovely view of the marina across the road.
Bed was comfy, bathroom excellent and both very clean.
Didn’t use the mini bar because as usual in most of the 5 star places just a little expensive.
Breakfast and lunch in the Quarterdeck restaurant was surprisingly reasonable prices and the food was very close to restaurant quality, but definitely worth eating there.
In the bar all the prices are very comparable to any other establishment I have been to.
Cocktails start at $10 with beer from as low as $5 for a schooner.
All in all a fine weekend and I would go back.

Date of stay: October 2020
    • Location
    • Sleep Quality
    • Service
Thank Maurice P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
The Ville Resort-Casino, General Manager at The Ville Resort-Casino, responded to this reviewResponded 5 October 2020

Thanks so much for the great review Maurice! Glad to hear you had such a lovely stay with us. Hope to see you back again some time soon.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 29 September 2020

Booked a room And advised will be arriving in hour and half and was assured the room is ready
Arrived at 4:30 pm and waited for Another 30 minutes to be served As there was Three other guests checking in and not sufficient staff on duty at the front reception (third consecutive time this has happen ) only then to be advised that the room is not ready and here is two drink vouchers and go over to the bar and have a couple of drinks while the room Is cleaned
Lined up at the bar For another 15 plus minutes as there was 3 other people waiting to be served ( again lack of staff on duty)
Finally get to the room approximately 6pm after a 14 hour work day
Gave them the benefit of the doubt and ordered room service at 8:00pm and was advised there is an hour wait ok maybe busy
Get a call at 9:10 pm to be told that they forgot to cook the meal ordered
Finally meal arrived at 9:20pm
Gave them the benefit of the doubt due to new ownership and renovations however after the third time experiencing extremely poor service I would not be recommending to stay at this establishment
We will not be supporting this establishment or our companies due to the poor service Any more
We are members of casinos over australia and this establishment should learn customer service from the likes of Crown or Reef Casino in Cairns
I hope the customer service experienced practiced here does not reflect on the other resorts under the same Ownership ie Mount Mullingan Resort, Daintree Ecolodge, or Orpheus Island
If so good luck in going broke

Room tip: Bad customer service
Date of stay: September 2020
  • Trip type: Travelled on business
    • Value
    • Location
    • Service
1  Thank 39robbiet
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
The Ville Resort-Casino, General Manager at The Ville Resort-Casino, responded to this reviewResponded 29 September 2020

Hi 39robbiet - We're really sorry to hear that you were disappointed with your experience during your stays with us and we'd like to have a chat to you to find out more details and see what we can do to improve for the future. Are you able to email us with your best contact details to tsv.marketing@the-ville.com.au and we'll get the hotel manager to give you a call?

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Reviewed 29 September 2020

Staff were very accomodating when we arrived to a booking mix up and even upgraded us free of charge. Rooms were nice and comfortable with an awesome shower... with the absence of a balcony or opening windows. Location is good but have to be prepared for a bit of a walk to the main part of the strand. No secured parking and the valet service appears overpriced just to have a rope out around your car.

The biggest disappointment was that the stunning pool and bar area was closed for re-tiling. I feel like this is something guests should’ve been made aware of in advance as it significantly impacted the whole experience.

Wouldn’t rule out giving it another shot some day.

Date of stay: September 2020
Trip type: Travelled as a couple
Thank P6449KPblakem
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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