Do not book with this company!!!
Our accommodation at Soul on the Gold Coast was paid for in full a month prior to our arrival. We had also paid for flights, multi-pass theme park tickets and Sydney Airport parking.
It was a long-awaited holiday for our whole family, but particularly for my 81-year-old mother and 2-year-old granddaughter. My husband was driving to Queensland and my eldest daughter, son-in-law, three grandsons, sister and brother-in-law were also on their way.
2 days before check-in, we were notified that our accommodation had been double booked and was no longer available! There was no other suitable accommodation available.
So disappointing that companies could do this to unsuspecting families. Be warned!

Be warned this company cannot be trusted with your money no matter what cancellation policy you choose through any of the booking agencies (air bnb could not help us at all even though they said they tried to mediate with the hosts GOLD COAST LUXURY RESORTS on many occasions leading up to our stay) their customer service was very disappointing, their lack of compassion, understanding and fair treatment was not of a luxury companies standard. No matter what cancellation policy is selected when guests cannot fly from interstate and there is a lockdown due to covid in the state that the accommodation is in, there should be a better solution for the guests. Taking 50% of the guests money which keep in mind was over $1000 is not acceptable and is daylight robbery which is exactly what this company is doing and to many people before us which I have recently found out by doing some searching online, they gave us no option to book for a different date nor did they offer a fair cancellation cost. The property was not of a luxury standard, it was not cleaned properly(floors were so dirty, within 30mins of being there and taking our shoes off which is requested in the check in details we all had black feet which was not great especially when I have a 2yr old who wants to roam around freely and there was no mop for me to be able to even mop the floors again, the smell, amount of marks and build up of dirt round the property was evident that parties are held here even though it's stated it is strictly a no party unit, the glass doors and balconies have not been cleaned in so long that you could not sit down and enjoy the view as you can't see it properly through all the marks! There was various items that were broken/not working (you have to use matches to turn on the stove which is dangerous and fixing the ignite switch is very easy/rangehood did not work/broken toilet brush holder in main bathroom/the small bedroom door when you first enter the property does not stay shut again very easy fix). There was no coffee machine which if you want to call themselves luxury then that most definitely should be provided, we were provided no small milks even for the basic instant coffee that was supplied, there was no hair conditioners only shampoo which were not of luxury standard, once again if they want to be put in the luxury category they need to look at changing that, we were supplied 3 dishwashing tablets for a 5night stay, there was not even 1 sachet of washing powder to do a load of washing, no salt and pepper in the dispensers, there is limited cutlery, utensils not even a basic platter to put some cheese on and the pots and pans are so old you can't cook on them properly and no oil is supplied to try help food not stick to the pans, no basic essentials to get you started on your holiday, bed sheets and towels were far from luxury. This property needs a full inspection completed by the host to rectify these issues and I wish I knew who the owner was as they would be mortified in the state of their unit. Overall from the start to end our experience with GCLR was not great at all

Approximate cost: $2205

Thank you google for offering the service of being able to review a business and share it without it getting deleted and our account getting blocked. (Both on facebook and instagram)

We booked and fully paid for flights and accommodation over Easter at Soul on the Gold Coast.
Unfortunately due to Covid-19 we were not allowed to travel and so we immediately cancelled our bookings. There was sufficient time for cancellations and have since spoken to ‘Soul’ who said that they have not even charged GCLR cancellation fees.
Our flights have been fully credited by the airline and hire car same.
These are not normal times for the whole world and we all are feeling the side effects. We, like many hundreds of business’ have been severely affected by this but we are still doing the right thing by our customers.
GCLR justification to not offer refunds or even offer a date change is “becos it keeps them from going broke” (written by them as a response on another review)
There was no expense on their end for my booking.
Soul are not charging for accommodation not used whether it was free cancellation or not.
I do believe that the assistance the govt. has provided for business’ via grants, job keeper, and job seeker will help get many other business’ thru this period but returning customers will be the key.
The offer of 20% off our next booking if made thru GCLR is laughable and speaks volumes of their customer service.

And yes like many of you,
We have been advised and will be taking this further.

Approximate cost: $3300

They have refused to refund my deposit of $350, unable to travel due to Covid 19.
I was willing to pay $100 to change the date to Oct. Price for accommodation in May was $350 per night, advertised price is $240 per night in October, they wanted to charge $350, I refuse to pay, will not book through them again.

We didn’t get to stay with this company’s accommodation due to Covid-19. They have been firm on their stance of a non refundable booking and are keeping 100% of the money we paid ($2005). We can’t fly or cross state borders, but they are still profiteering. We will not be using this company when we are able to travel in the future. I’ve reported them to the ACCC and our last resort is travel insurance.

Approximate cost: $2005

Do NOT book through Gold Coast Luxury Resorts. Like many others, we could not travel due to the COVID-19 and where many other tourism operators were allowing people to move their booking dates, these guys would not. They were rigid and rude.
We were fair and didn't want to disadvantage their business or the owner of the apartment we booked. We said for them to keep our money and simply put our booking on hold and into credit and we'd come as soon as possible. They refused and worded their "offer" as being generous claiming they were going above their obligations.
We lost around $1500 and to get a 20% refund we had to reply within 24hrs otherwise they withdrew the offer.
We are desperately sad that when the rest of the tourism industry is trying to do they right thing, these guys play hard ball despite the unprecedented cirmstances. They will lose more in future bookings by being so poor with their customer service. Shame GCLR.

We had to cancel our tip due to government restrictions on travel and recommendations to remain at home. When contacted GCLR only offered a 20% credit. They have refused to provide a full refund or offer other suitable alternatives such as credit in the full amount to use when COVID restrictions ease. Very disappointing.

Approximate cost: $2100

Book a holiday and due to the corona virus we are unable to travel because of bans in place. They have refused to give us a full refund or allows us to change dates to travel when safe.
Would not recommend to use them book straight with the hotel.

Approximate cost: $2400

Due to travel ban of the crona virus where not able to make it and they would not even refund or credit or change dates I definitely would not book through this company and Highly Recommend you do not

Approximate cost: $1200

In time of Corona Virus crises when QLD shut it’s borders, hotels, resorts, car hire places are accomodating by offering refunds or credits in full. Gold Coast Luxury Resorts chose to profiteer. Government provided financial assistance to them and banks offered to freeze loans for the landlords they represent for the sole purpose of assisting their business and customers in time of crisis. None of this was passed on to their clients. Payments made to them in full are kept and no refunds or credits are offered apart from a token amount.
We have no way of getting to the resort even if we wanted to. Borders are shut and flights are canceled. Having paid Gold Coast Luxury Resorts in full, it looks like Gold Coast Luxury Resorts will be taking our money and reaching out for help from the tax payers.