FWIW I totally agree with you about the Magic service at HSP it should be re-named Tragic
I like that name change!
I've cancelled all our prebooked HSP stays for the entire year simply because the service level we received at Christmas was non-existant. Any short breaks we may need to cope with our renos, will be to either IC SC or Mirage resort. HSP is a poor joke I'm afraid to say.
Communications in general is useless (not just magic BTW). Try ringing them on their main number and if you don't get music on hold immediately (without even a message), followed by a loooong wait on hold, I'd be very surprised.
At Christmas, we also had a 3 bedroom unit booked for 7 (8 is max in the 3 bedders but I booked for 7 because I could and didn't really know how many family would drop by and maybe stay a night and the rate I was on included lounge and breakfast for all in the room, not just diamond benefits). In the end there were only 4 of us but only enough towels for 3 :shock:. We also had no water (at all, HSP residences does not leave a mini bar, you have to request it if you want it), no milk for coffee the next morning and no spare pillows and blankets which we regularly need. I made the dreaded call to magic, waited on line until the carrier pidgeons were fed and watered and finally got to make the requests (more towels, milk, water, blanket and 2 spare pillows along with a pen that also wasn't there which I needed and robes which also weren't supplied). Two hours later the towels and robes arrived. I asked about the rest. He had no idea. I telephoned magic (sigh) again and the lady (same lady) was very apologetic and re-ordered the rest. Another hour and the kids were about to go to bed so I telephoned again (same lady again very apologetic) re-ordered the stuff again. About an hour later we received a blanket, milk and water.......the pen never arrived. (This is from memory, so the exact order may be a little incorrect, but you get my drift).
Given I booked a room for 7 and a diamond HH member, I was also somewhat surprised that the room they gave us was the smaller of the 3 bedrm apartments. We would not have fit 7 in that unit with any kind of comfort. The larger ones do easily. The fact I got the same magic lady 3 times makes me wonder if she was the only telephonist for the whole hotel (which would explain the lenghty delays).
My summation....HSP has more "budget mentality" problems than they can cover up. I personally believe they see the Gold Coast as a "bottom-end" market and have taylored their product to suit. I've seen the penthouses they have on offer and they aren't anything special given the price tag per night and the fact you are still in a budget hotel.
We won't be back until we start to read rave reviews about how wonderful the HSP experience is (and I'm not holding my breath for that).
