Riviera Mackay

Communication via email fine. Communication via phone confusing and annoying. Stating we needed to pay? Then stated needed credit card for bond. Couldn’t find purse tried to ring numerous times gave up arrived before reception closed. Receptionist lovely. Easy check in. Room comfortable had all we needed. Rooftop area an added bonus for view. Check out smooth. Then another phone call stating couldn’t find keys same lady as day before

Booked a balcony room but was told i couldn't use c the balcony due to loose tiles. Doors were cable tied together but i did manage to open bedfoom door for some fresh air. Carpets dirty and disgusting. Mould on bedside lamp shades and blinds. General lack of care and maintenance.

The best place to stay in Mackay

I didn’t think to choose non smoking because I didn’t think any shared accommodation allowed it anymore. The floors were sticky, it wreaked, there was tar on almost every surface. It was a bit more run down than it looked on pics. Some of the kitchen utensils were old and scratched up. The service was friendly though and the building easy to access.

I stayed at the Riviera Mackay on June 8, 2024, paying $300 per night, and it was the worst hotel experience I have ever had. My first contact with the hotel, after booking online, was an email threatening to cancel my booking if I didn’t check in at 2 pm, even though I had already paid in full well in advance. The hotel claimed this policy was to prevent scammers, but once payment is received, this concern seems unfounded. The condition of the room was appalling. It reeked of toxic mould, the furniture and walls were filthy, and the carpet had blood stains. We requested to move rooms, and although they accommodated us, the new room had an even worse odour. The couch was so dirty, we couldn’t sit on it, and the outdoor furniture was decrepit. During the night, the smoke alarms went off, and the hotel staff did nothing to assist. The alarms sounded for over two hours, and we were told by the staff to "just deal with it." One staff member even hung up on me when I called for help, despite my calm and polite demeanour. Later that night, I discovered my drink bottle, which was next to my bed, covered with bugs. We turned on the lights and found bugs all over the room and in the bed. When I spoke with reception, they insisted I was mistaken, suggesting the sound came from the dishwasher (and not the fire alarms) and advised me to re set the dishwasher. They had no comment regarding the bugs. Given the situation, my children refused to stay another night. With our ears still ringing from the alarms and bugs infesting the main bedroom, I checked out and requested a refund for the night we didn’t stay. When I followed up with the hotel, they repeatedly refused to speak with me over the phone and hung up on me several times. I strongly advise against staying at this hotel. The Riviera Mackay offers a horrendous experience, and they should be ashamed of the level of cleanliness and customer service they provide for their guests.

Nice property with gated parking. The thing I felt uncomfortable with, was check in. There was no one there and i had to give out my visa number over a speaker and hope nobody else was listening.