Nightelier Mermaid Waters

Great hotel, quiet, comfy beds, large parking lot and breakfast included, what more could you want! Staff were all friendly and the room was clean and useable. Had a fridge and kettle but no microwave to heat up milk for a coffee

We went to Nightelier mermaid hotel stayed there for 12 days, very good experience, we also got a good deal on Expedia, including free breakfast for us and free breakfast for children. The spa family room was great The staff was so nice and polite and were replacing the dirty towels all the time on request. Very good service. The breakfast was great, but not many varieties and same options everyday, but hot and cold, with self service coffee machine. Room was big and clean straight on the pool. Pool was a great option, we enjoyed it in hot days in January. Will definitely come back. Highly recommend.

Our experience at Nightelier Mermaide Waters was nothing short of appalling due to the conduct of Shefan. From the very beginning, the service was hostile and unprofessional. We had booked one room with two single beds and arrived with three people (a friend joined us from Brisbane). When asked how many were checking in, we initially said three, but quickly clarified that only two would be staying. Despite this, Shefan refused to check us in, insisting that because we had first mentioned three guests, we could not proceed unless we upgraded. Even after we reassured him multiple times that only two would stay, he continued to belittle and patronize us, holding up our check-in for 15–20 minutes. To make matters worse, he threatened to come into the room at midnight to check if there were three people and vacate us if so. This was not only unnecessary but extremely disrespectful. In all my years of staying at numerous 4- and 5-star hotels, I have never encountered such poor customer service. On New Year’s Eve, when we simply wanted to enjoy our night, we were left feeling humiliated and disrespected. If it weren’t for the occasion, we would have cancelled our stay or escalated the matter further. This was by far the worst hospitality experience I’ve ever had, and I strongly urge management to investigate Shefan’s behavior. Guests should never have to beg to be checked in, nor be subjected to such treatment. For anyone considering booking here, I recommend thinking twice if customer service matters to you.