Had an issue with Mantra Hotels? Get a real response.
How to submit a complaint with Mantra Hotels
Start at the property and escalate only if the issue isn't fixed. Get a case reference at every stage and keep copies of all correspondence — it makes escalation far smoother.
Step 1 — Speak to the property first
- Raise issues like a dirty room, broken air conditioning, noise or a maintenance fault directly with the front desk or duty manager while you're still on-site.
- Most on-site faults are resolved fastest this way.
- Ask for the manager's name and note the date and time of your conversation.
Step 2 — Call Mantra customer service
- Australia: 1300 987 603
- International: +61 7 5665 4450
- New Zealand: 0800 448 891
- Hours: 7am–7pm AEST Mon–Fri; 9am–5pm AEST weekends and public holidays.
Step 3 — Use the official online feedback form
- Submit a written complaint through the Mantra contact us and feedback form.
- Choose the "Feedback" enquiry type.
- Include your booking reference, hotel name, stay dates, a clear description of the issue and any photos.
Step 4 — Write to Mantra by post
- Mantra Group Hotels, PO Box 8016, Gold Coast Mail Centre, QLD 9726.
Step 5 — Escalate to Accor / ALL customer care
- Because Mantra sits within Accor, unresolved matters can go through the Accor Help Center contact form.
- Select "Your hotel experience" then "Complaint relating to your hotel stay."
- Accor customer care in Australia is also reachable on 1300 656 565.
Once you lodge a complaint, the property's management team reviews it and works toward a resolution. Response times can vary by property and season.
- Acknowledgement: Online and emailed complaints are typically acknowledged within a few business days.
- Investigation: The hotel's front office, housekeeping or maintenance team reviews your booking, room records and any photos you supplied.
- Who assists you: At property level, usually the Duty Manager or General Manager. Escalated matters go to Accor / ALL customer care, who may assign a case manager and reference number.
- Resolution: Outcomes can include an apology, a room move, a partial or full refund, a goodwill credit, or ALL loyalty points where appropriate.
Some guests report slow or inconsistent responses through the broader Accor escalation channel, so keep your own written timeline and reference numbers if you need to push further.
Common complaints against Mantra Hotels
These themes appear most often across guest reviews on ProductReview.com.au (Mantra — 2.7★ from 21 reviews), Tripadvisor and Booking.com guest reviews.
Cleanliness and housekeeping
- The single biggest theme in guest feedback.
- Reports include dust, stained or hole-ridden bedding, and bathrooms needing a deeper clean.
- Inadequate cleaning between guests was also raised.
Maintenance and ageing facilities
- Broken lifts, faulty air conditioning and non-working appliances.
- Pool issues and properties described as overdue for an upgrade.
Billing and pre-authorisation charges
- Surprise $200 pre-authorisation holds caught some guests off guard.
- Confusion over deposits or extra charges on the bill.
Customer service consistency
- Some guests reported staff being unresponsive or dismissive of requests.
Accessibility
- Guests needing accessible rooms were allocated unsuitable rooms without rails, shower chairs or wheelchair-friendly access.
Noise
- Loud garbage-chute doors and thin walls disrupting sleep.
Mantra Hotels complaints submitted through Ajust
How other consumers Mantra Hotels complaints got resolved
Accessibility Room Mix-Up
A guest who booked an accessible room in advance was given two adjoining standard rooms with no accessible bathroom. After raising it, the manager apologised for the miscommunication and relocated the guest.
Tip: Keep your accessibility request in writing so the case is clear-cut.
Cleanliness on Arrival
A guest found stained sheets and a bathroom needing a thorough clean. The resolution was limited, but documenting the issue early put the guest in a stronger position.
Tip: Photograph problems immediately on arrival and report to the duty manager before settling in.
Maintenance and Facilities
Reviewers cited broken lifts, a padlocked pool gate and faulty air conditioning. Guests who escalated promptly to the General Manager were more likely to receive a goodwill gesture.
Tip: Raise faults the moment they occur and ask for your complaint reference to be logged.
If the property doesn't resolve your complaint, escalate in this order. At each stage, restate the outcome you're seeking — refund, credit or room move.
Step 1 — General Manager of the hotel
- Ask for the complaint to be handled in writing.
- Request a firm response date.
Step 2 — Mantra customer service
- Call 1300 987 603 (or +61 7 5665 4450 from overseas).
- Quote your booking reference and any prior case numbers.
Step 3 — Accor / ALL customer care
- Lodge via the Accor Help Center contact form: select "Your hotel experience" then "Complaint relating to your hotel stay."
- Or call 1300 656 565.
Step 4 — Written complaint by post
- Mantra Group Hotels, PO Box 8016, Gold Coast Mail Centre, QLD 9726.
There is no dedicated hotel ombudsman in Australia. If Mantra/Accor can't resolve your complaint, your stay is protected by Australian Consumer Law (ACL) accommodation rights, and you can escalate to a regulator. Regulators expect you to give the business a genuine chance to fix the problem first, so exhaust Mantra/Accor's process before lodging externally.
- State/territory Fair Trading or Consumer Affairs: Handles accommodation disputes. In NSW, contact NSW Fair Trading on 13 32 20, or read your rights on the NSW Government booking accommodation guide. Equivalent bodies include Consumer Affairs Victoria, the QLD Office of Fair Trading and Consumer Protection WA.
- ACCC: For misleading conduct, false advertising or systemic issues, report to the ACCC. Its travel and accommodation industry guide to the ACL explains your rights to a repair, refund or replacement when a service isn't delivered as promised.
- Independent consumer advice: CHOICE: Holiday accommodation and your rights is a helpful reference.
- Mantra Hotels website: Main site and property listings.
- Accor Help Center: Complaint and contact form for escalated stays.
- Mantra privacy policy: How Mantra handles your data.
- NSW Fair Trading: Travel and accommodation complaints for NSW disputes.
- Mantra Australia reservations: Call 1300 987 603 for bookings and customer service.
- Accor / ALL customer care (Australia): Call 1300 656 565 for escalated complaints.
- Mail: Mantra Group Hotels, PO Box 8016, Gold Coast Mail Centre, QLD 9726.
Mantra Hotels Complaints FAQs
How long does Mantra Hotels take to respond to a complaint?
Mantra Hotels typically acknowledges online and emailed complaints within a few business days, though full resolution times vary by property and season. On-site issues raised with the duty manager are usually fixed fastest. If your complaint moves to Accor / ALL customer care, keep your own written timeline and reference numbers, as escalated responses can be slower.
Can I get a refund from Mantra Hotels if my room wasn't as described?
Yes, Mantra Hotels guests can seek a refund when a room or service isn't delivered as promised, under Australian Consumer Law accommodation rights. Outcomes can include a partial or full refund, a room move, a goodwill credit or ALL loyalty points. State your preferred outcome clearly and support it with photos and your booking reference for a stronger case.
What is the $200 pre-authorisation hold at Mantra Hotels?
A pre-authorisation hold is a temporary block of around $200 that Mantra Hotels places on your card at check-in to cover potential incidentals. It is not a charge and is usually released after checkout, though your bank may take a few days to clear it. If it isn't released, raise it with the property first and quote your booking reference.
What can I do if Mantra Hotels and Accor don't resolve my complaint?
If Mantra Hotels and Accor / ALL can't resolve your complaint, you can escalate to your state Fair Trading or Consumer Affairs body, such as NSW Fair Trading on 13 32 20. There is no dedicated hotel ombudsman in Australia. For misleading conduct or systemic issues, report to the ACCC. Regulators expect you to exhaust Mantra's process first.
You’ve done your part, now it’s time to hold Mantra Hotels accountable.
Take the final step and submit a complaint that gets seen and responded to.