Antagonistic, arrogant and nasty - that's the business ethic of this so-called accommodation retreat.
As a customer-focussed cabin crew member of 15 years' experience, I was left gobsmacked by my poor treatment in attempting to check in to Hideaway without success... in fact, I would have been instantly fired if I behaved in this nasty manner on board my flight.
After flying into Gold Coast airport, driving 3 hours and diverting to an inner Brisbane to assist a friend in emergency need, I felt assured from a text received at 1730 reassuring me with the message that I would have a key waiting in a safety box upon my arrival.
My phone was pretty much flat the whole journey but I managed to communicate the fact I would ultimately be arriving around 2300.
After charging my phone finally shortly after 2300 upon my arrival, I discovered a barrage of missed calls and texts prompting an update time of my arrival.
I have no clue why the management of this hotel thought I would freely communicable given it is a major traffic offence to use mobile devices yet that was their unrealistic expectation.
Secondly I was blamed for not reading any messages and making staff work overtime to facilitate my arrival, which besides being irrelevant was not communicated whilst my phone was flat.
Finally and most astonishingly of all, I was told (the day after by the most surly of management arrogance I have ever been poisoned with) that the urgency of my arrival hinged on the fact that they had a faulty security box whjch I couldn't open on arrival.
The management basically hurled a 20 minute tirade of abuse at me in a phone call the day after saying how everything was my fault, including the unserviceable safety box.
As you can imagine after a long day of unexpected and snowballed misfortunes, a bad day turned disastrous when I was forced to "sleep" in my car overnight and suck up the consequences of a dysfunctional management who can't even provide a basic security box.
Hideaway would not accept any responsibility whatsoever for their imperfections. For every black I painted in my defence, Hideaway management came back with a bombastic white reply, eg. My fault that phone was off etc.
I promised Hideaway to paint the true picture of experience via online forum such as this and you guessed... they promised to further their insufferable arrogance with a reply to my reply so you can see for yourself very shortly how petty they are.
In an age approaching Corona-induced economic recession and an inevitable downturn in the travel industry, it beggars belief how an accommodation "venue" such as this can be so rude, condescending and anti-customer in its attitude and approach. I will be telling my vast network of crew friends not to bother with this place and hopefully Hideaway may like to assess in future the easier option between actually putting the customer first or suffering the effects of bad publicity through disowning all responsibilities and casting shade and blame on the people who pay their wages.
An absolute DISGRACE!