Crystalbrook Byron

“A stunning resort”

Always happy to return to this beautiful hotel in an amazing setting. The rooms had everything we needed, all staff were friendly, helpful and professional and the resort stunning. The pool was a perfect temperature, plenty of sun beds in the sun or shade and great pool service. Can’t wait to retu… more

Always happy to return to this beautiful hotel in an amazing setting. The rooms had everything we needed, all staff were friendly, helpful and professional and the resort stunning. The pool was a perfect temperature, plenty of sun beds in the sun or shade and great pool service. Can’t wait to return and highly recommend

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“Excellent resort”

An excellent resort, very well appointed inserted into a rain forest. Excellent restaurant attached to it. Shout out to Jing who looked after us during breakfast and coffees. Great pool and pool area. Big tennis court, well maintained. Comfortable and beautiful apartment with all conveniences. Well… more

An excellent resort, very well appointed inserted into a rain forest. Excellent restaurant attached to it. Shout out to Jing who looked after us during breakfast and coffees. Great pool and pool area. Big tennis court, well maintained. Comfortable and beautiful apartment with all conveniences. Well done to Management. Highly recommended.

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“Very disappointed”

Dear Crystalbrook Byron Management Team, I am writing to formally express my disappointment with my recent stay at Crystalbrook Byron, from 16 January to 23 January. On arrival on 16 January, I arrived early and was happy to leave my luggage. I was advised to take a seat by the pool and informed … more

Dear Crystalbrook Byron Management Team, I am writing to formally express my disappointment with my recent stay at Crystalbrook Byron, from 16 January to 23 January. On arrival on 16 January, I arrived early and was happy to leave my luggage. I was advised to take a seat by the pool and informed that someone would come and let me know when my room was ready. Several hours later, having received no update, I returned to reception myself, only to be told that my room had been ready for some time and that no one had come to inform me. It was left to me to follow this up, which was frustrating and poorly managed. In addition, at check-in I was not advised of any of the basic information I would normally expect to receive, such as breakfast times, the location of the restaurant, the restaurant opening times, or where the gym and other facilities were located. There was also no room manual or information guide provided. As a result, I repeatedly had to return to reception or ask other guests for basic information, which felt quite unusual for a resort of this standard. I was booked on a bed and breakfast basis, and while breakfast itself was perfectly fine, the lunch and dinner offerings were extremely disappointing. The food options were overly fussy, very overpriced, and completely lacking in simple, everyday choices. On one occasion, my daughter ordered a chicken burger without pickles. It arrived with pickles, an untoasted bun, and two slabs of plastic cheese, and looked extremely unappetising and poorly prepared. The only alternative snack option available was a bowl of chips. There were no basic lunch choices such as sandwiches, pasta, pizza, crisps, nuts, or simple snack foods — everything was unnecessarily elaborate. On another occasion, my daughter ordered a simple bread roll due to the lack of alternatives. It was charged at $8 AUD and arrived on two separate occasions with hardened butter that could not be spread. Despite sending it back, it returned unchanged, which was extremely disappointing. Due to these experiences, we did not dine at the resort for dinner at all. I did raise my concerns regarding the lunch experiences at the time, and to be fair, I was not charged for these meals. However, I did not escalate matters further during my stay as I did not wish to create an uncomfortable situation while spending limited and valuable time with my daughter, who currently lives in Australia. I felt it was more appropriate to raise these concerns formally after my departure, which was earlier today. Although staff were generally friendly, service was inattentive, with basic items such as salt and pepper needing to be requested, and overall service levels felt disengaged. In addition, the general appearance of the resort felt tired and shabby, which did not reflect the premium image being promoted. I was also extremely disappointed with the condition of the room on arrival. The rubbish bin had not been emptied and contained waste food from a previous guest, including old vegetables. The toilet was also unclean. In addition, I had requested the room to be made up as a double bed, but it was set up as two singles, which then had to be changed when my daughter arrived. The only genuinely positive experience during my stay was a facial treatment with Annie in the spa, which was excellent and very much enjoyed. Overall, I found the resort to be overpriced, over-styled, and failing to deliver the quality and standard it presents itself as offering. The experience did not reflect a luxury resort, nor did it meet expectations for the price point. Sadly, I would not choose to stay at Crystalbrook Byron again. I felt it important to provide this feedback so these issues can be reviewed seriously. Kind regards, Donna Cons

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