Guests label Star Grand Brisbane experience “appalling”
The Star Grand at Brisbane’s new $3.6 billion Queens Wharf precinct is off to a poor start with guests labelling their experience “appalling”.
Furious guests have taken to social media to slam the hotel as the “worst hotel in Australia”, with many vowing never to return.
Guests claim they were forced to wait 90 minutes for room service and were being greeted by poorly trained staff. They were also frustrated that many of the hotel’s leisure facilities are still under construction - including the pools, gym, sauna and spa, despite having to pay “exorbitant” rates.
The hotel now has just a 2.2 out of 5 on Google Reviews, a three out of five on TripAdviser, and 6.2 out of 10 on Booking.com.
A TripAdvisor reviewer stated: “We paid over $1250 for an overnight stay.
“When we arrived we had to have an argument with the female bell captain regarding valet parking and not damaging our car, then we arrive at our room and it stunk like absolute garbage like someone has been smoking cigarettes in it.
“Then to top it off we order room service and an hour and a half later we call to see where our food was just to be told ‘sorry we haven’t even made your food yet, we will make it complementary’.
“That is absolutely disgusting service for a hotel that is meant to be 5 star. We definitely will NEVER stay at any Star Casino again.”
A Star spokesperson said they had nothing but positive feedback.
“The Star Brisbane has been delighted with feedback from our guests, which has been overwhelmingly complimentary of the guest arrival experience from valet, our porters and reception staff - right through to the service from our hospitality team members.
“We have received consistent positive feedback about the standard and quality of the rooms; the size, presentation - and of course the views.”
However, another guest described the hotel as having the “worst service of any luxury hotel we have stayed at worldwide”.
“We paid over $1000 per night for a suite. The room itself is beautiful. The Star Grand is very new and we expected there would be some minor creases that required ironing out.
“However the service and standard of hospitality is the worst we have ever experienced and we are frequent travellers. Nobody knows what is going on, staff are poorly trained and have no clue.”
Despite opening in late August, much of the Queens Wharf precinct remains a construction site.
Workers are still busy at work, and the area is littered with unfinished facilities, concrete dust, and construction debris.
Jonathan Jackson, 8th October 2024
