Terrible service at emerald resort.

Only giving this one star as there is no option for NO STARS!! We booked in to the 4 sleeper chalet on the 20/01/2024 , upon arrival there was a siren that kept on going off in the room. When calling reception , they only sent someone an hour later , to which the man told us he couldn't help us and would send someone else which was at 15:15. We went out and came back at 19:30 to find the siren still going off and no one came to attend to it. More supervisors came just to tell us they will try their best to fix it but most probably won't be able to.

They wanted to separate myself and my baby from the rest of my family and leave them in that agonizing noise. After declining , we got a call from them at 22:30 offering to put us in the hotel. After packing everything up and moving, we get into the hotel room only to find a huge stain on the bed pillow and duvet cover as well as the ceiling leaking which was very disgusting.

When we went down to tell reception they then moved us AGAIN at 23:15 to another room .

HIGHLY disappointed by their service and shocked as I go there regularly and never experinece such horrific service.

An email was sent to the emerald head and complaints department and to date there has been no response.

Very disappointing.