The Imperial Hotel on the Gold Coast plagued by one-star reviews

A slew of negative reviews have battered a five-star hotel on the Gold Coast, as one visitor says it is “literally rotting from the inside out”.

Crystal Fox

2 min read

January 8, 2025 - 6:00AM

Gold Coast Bulletin

Simon Leung said they had a great experience at The Imperial Hotel. Photo: Simon Leung/ Google Reviews

Gold Coast

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Negative reviews battering a five-star Gold Coast hotel - once iconically branded as fashion house Palazzo Versace - include a visitor saying it’s “literally rotting from the inside out”.

But Main Beach’s The Imperial Hotel, formerly known as Palazzo Versace before its rebrand in 2023, is responding to the slew of negative reviews by saying in a statement the hotel was “undergoing extensive renovations to enhance our guests’ experience”.

The Imperial Hotel received several one-star reviews from visitors during the recent holiday period.

Visitors said they spotted mould on mattresses and sunbeds, broken sinks and TVs, rotten wood in the corners of the room and complained about the hotel feeling “tired”.

One visitor claimed they would never stay at the hotel again after their $999 three-night holiday in December.

They claimed they were “surprised” the “rooms looked very old with damaged furniture”.

They claimed they were given a mouldy mattress and spotted mould on the sun beds near the hotel’s luxurious pool.

“I would be embarrassed to recommend my friends to stay at The Imperial Hotel.”

They said they took their complaints about the mouldy mattress to the staff and were pleased with the response.

“The young girl on reception was very nice and apologetic when I told her”.

Exterior photos of The Imperial Hotel on Sea World Bvd. Picture: Glenn Campbell

In its statement, the Imperial Hotel said: “Our pool area has been completely updated, with new furniture in place, providing a fresh and relaxing atmosphere.

“Other areas of the hotel are also being revamped, and we can’t wait to share the results with you and our guests.

“The Imperial Hotel, with its grand lobby, stunning meeting spaces, exquisite lagoon pool overlooking the Broadwater, and dedicated staff, continues to be an iconic luxury hotel on the Gold Coast.

“We look forward to welcoming both returning and new guests to experience timeless elegance with us.”

One visitor from The Imperial Hotel said they complained about their mouldy mattress. Photo: Supplied

Rosemary Proum shared a startling one-star review on Google after her stay over New Year’s.

“I was so excited to stay here for New Year’s Eve with my husband and kids but it was such a let down,” she said.

“The rooms are really old and outdated, room service would forget to clean our room and would only make the bed.

“For the money you pay to stay at the hotel it’s definitely not worth it.”

Luke Gilbert, staying for Christmas, claimed it was the “worst stay in recent memory”.

“Everything about this place is dilapidated and broken, the sinks, the doors, the TVs,” he said.

“We have stayed at this property many times over the years and have always had pleasant stays. Save your money and find somewhere else at this point.”

Te Hana lodged a one-star review on Google after her November stay, claiming the hotel was “literally rotting from the inside out”.

“I found mould and rotten wood in the corners of our room near the windows and a decaying wall in the hallway,” she said.

“The carpets throughout the hotel are also filthy

“Very disappointing at $425 per night. I won’t be staying there again.”

Some visitors said the negatives didn’t dampen their experience.

Rod Morrison said while the hotel was “a little tired”, staff were “outstandingly helpful and friendly in every area”.

“Not much seating beside the pool and the pool lounge covers are very tired and torn but the pool is nice and well maintained,” he said. “Certainly worth it.”

A one-night stay ranges from $380 to $2000.