Pretty disappointed with the level of service at our most recent stay at the Ridges.
The room was so dusty & had traces of mold, the air con was set upon arrival to 20 degrees on a barely 23 degree day. I switched the air con off multiple times as it didn't matter how high you had the degrees it was freezing cold & it would just turn itself back on anyway.
desk chair wasn't clean full of dust - balcony light didn't work at all & no windows could be opened only glass door out to the balcony.
The bed was atrocious & completely uncomfortable, the whole mattress is indented, lumpy & the condition of the mattress when removing the sheets.... YUCK BLOOD STAINS

The 1 thing that just didn't sit with me right at all was upon departure i was at the front desk, the receptionist was on the phone - happy to wait
but instead of being checked out face to face & potentially the opportunity to provide feedback about our stay and the room - she just mouthed to me "are you checking out" & put her hand out to collect the swipe keys & completely disregarded me.
Sent us on our way & continued her phone call.

Coming back to my home town for a visit to see family after 9 years I expected a lot better service for a "5 star hotel".

Wish I could give 0 stars or negative stars, was honestly the worst hotel I have ever stayed at in my life. Rydges normally have a good name associated with them, this building should not share their name. Management is awful, staff are nearly non-existent. There was a toothpaste box in the hallway for 2 days before anyone decided to come onto the floor and clean anything. When we got into the room we immediately noticed black mould oozing out of the vent and onto the ceiling, same was happening in the bathroom and toilet. The couch had some sort of bug or insect inside of it that would bite us everytime we sat down or got close to the couch. I would not recommend this hotel to my worst enemies!

You would think after months and months of the same bad reviews being posted that they would change something in their management or service skills. Very poor effort from their entire team and I am appalled they are still in business. SOMEONE CALL HEALTH AND SAFETY PRONTO!!!

Room was shocking - stains all over the floor, the shower flooded half of the bathroom, fridge didn't work so I had to throw out my milk, shower head was completely covered in mould, air-conditioning wouldn't heat, furniture looked like it was picked up off the side of the road. Wish I could attach the photos I took.

We stayed at Rydges for 3 nights in June 2024 while visiting friends in the area. The property is right in the middle of town which is good but after dark it is surrounded by bars and strip clubs. You can hear the thudding of the music till late at night. The property is very dated and needs a refresh. The room was a good size but the furniture was oversized and didn't match. There were lots of scuffs and marks on the wall and the cleanliness was not great. There was a nice patio but nothing to sit on. The staff were lovely and very helpful. We had arrived late and ordered breakfast to the room for the following morning. The food and coffee were great and were the highlight of the stay. We will not be staying there again, it felt overpriced for the quality of property provided.

It is a great place to relax and enjoy a beverage, food, and a famous Farwin sunset. While I didn't dine here, the meals looked great.

I don't usually like to leave reviews but this time I feel I have to. Wednesday this week I checked in to Rydges Mackay. I was given a room key card and walked up to my room. Once I scanned the key and the door opened, there was a random man laying on the bed....
I was shocked. He was shocked. I apologised and thought I might've scanned the wrong room but nope, we were both given the same room!!!
I walked downstairs and let them know. They explained it was something to do with morning staff doing something with the keys (??). With how nonchalant they were acting about the situation, you would think this is a daily occurrence.
I would just like to know in what world this is acceptable? That literally endangers me and the other person in so many ways.
I also felt so uneasy the entire trip as I was worried the same thing would happen to me and some random would walk in.
Worst stay ever :)

So disappointing have stayed there many times while in Mackay and have been very happy However this time room
was so dusty and smelly ants everywhere had to throw food out while cooking as they were in the microwave when used the lounge had something living in there as every time I sat on it I would get itchy and little bites would appear final straw was room was not cleaned one day and reception argued with me sign was do not disturb when it wasn't they would not listen have canceled the next two visits and booked somewhere else it doesn't matter whether cleaning is outsourced as it has been pointed out on here they are not doing their job same at the restaurant down stairs rude staff and quality has definitely gone down

Great staff sooo helpful car under cover rooms ok shower great bed great.
Pool spooky dark and in a small room not our cup of tea

Mould in bedroom. Unable to change temperature on Aircon.
Whirring noise from ventilation keeps me awake second night in a row.
Shower head needs deep cleaning.
And all of the above you can get just under 900 AUD for three nights.

Great rooms and conference centre. The facilites are professional and eating options are great. Happy stay.

Netflix wasn't working, phone line scratchy, dirty shower head, the pool heater isn't working, the staff are fabulous, it isn't their fault the Hotel is not being maintained. I have stayed here 2 times in the past 2 months, last month my air conditioner didn't work and the staff were pleasant enough but couldn't fix it. I come here for work, not leisure so it is slightly tolerable, however, I certainly wouldn't want to stay here on vacation.

Super quick check in with three staff on at the peak period.

This is a dated hotel. I stayed in a studio fronting the street. The seals on the windows and some of the latches were broken. Lucky me, there was a bagpipe rehearsal in the hall outside until 9pm.

The air conditioner was not functioning properly I suspect because previous guests had tried to counter the broken windows and heat by cranking the a/c.

This aside, the stay was comfortable, safe, and I slept pretty well.

TV broken. Air con broken. Lights flickering. Bed hard as rock. Hair dryer would have taken me an hour to dry my hair. Not a 4.5 star hotel.

We got suite one bedroom apartment. Washing machine not working sorry board, and dishwasher not working not even a iron board facility.

Over all okay but felt like motel room not Hotel. Little bit uncomfortable. Beds are not that comfortable, no extra quilts kept in the rooms.

This hotel is failing and very very tired and not anywhere near close to Rydges standard. We have been Rydges clients for over 35years!

Rydges Suites Mackay Room 312
Washing Machine didn't work reception clearly knew as it had been tagged for a while sent up maintenance man who let us know that it should have had a notice on it. He put one on. In this room the safe and the shaving light in the bathroom also didn't work.

WE moved ourselves to new allocated Room 604.
The dryer part of the washing machine in this room didn't work as it drips water back into the washing therefore washing is left damp. The shaving mirror in this room also doesn't work. The biggest issue in this room is the carpet/clothing moth (??'???'"??'???'???'???'???''??'???'???'???'? ??'???'???''??'???'???'???'???'???'???'?) infestation which have clearly been there for sometime as they've eaten the carpet and they were apparent until we were in the room for awhile and we opened the curtains they then started hatching and flying around everywhere. Receptions answer was to spray the room whilst we were in there!

Reception on checkout gave a 20% discount after I asked to speak to the manager who apparently there is no duty manager on-site on a Sunday. She said she was authorized to fix our problems but then called and asked for the photo that I showed her of the carpet moth damage to be sent through for the 20% discount. As she needed it to allow the 20% which was mentioned before I even showed her the photo of the damage to the carpet. Couldn't housekeeping photograph it or the maintenance staff on duty. Why does this even have to be highlighted by a customer??? She also said she could give it in the second 2 nights as there was only a light problem on the first again I had to point out it was the broken washing machine behind the reason we moved rooms not the light - that was just one of the many problems but not the major one. I don't have a lot of faith that any will be rectified.

When you book a room you expect everything to work in it! Especially at a Rydges hotel.

Clearly there are many policies and procedures lacking at this accommodation.

The manager will call me on Monday 27/2/23?! Surprise this NEVER happened. We have many photographs of this and other issues as well as videos of all the moths and I will be sharing them now no one has bothered to respond to me.

The location of this place are not too bad if you just want to hang around within the city. The car park upstairs are limited but you can park outside the Hotel. There is indoor pool in the first floor and Small gym. The carpet in the room are stained and looks old . But in saying that, it doesn't have an old smell, the corridors carpet are well vacuumed and clean. They provided hand sanitiser downstair and first floor but they are all empty. They should get rid of it if they can't re filled it.
The Receptionist when we arrived is not friendly, no hello, how can I help you or anything to welcome you. They should trained her because there is no customer service at all. We're the 2nd person inline, after finishing with other customer, she just taking her time with papers that she is holding and not acknowledging us that we're there. (I don't named any person but we check in on the 18.12.22 Night time) if I overall my experience she will be rated 2.
The cleaners so far doing great in our room, except the ants crawling inside the cabinet and the kitchen bench, no matter how I clean it up and not putting food, the next day still there. The washing machine and the safety box are broken so we can't use it.

Staff are great, appreciate the help from Crystal and others at the front desk, they go above and beyond. The hotel is in a very central location but rooms are a dated. Definitely not a 4 star hotel, given multiple broken things like the dishwasher, dryer, mirrors etc. and super bright lights make the room feel like you are in a supermarket. Would stay again for location alone, however.

BEWARE!! THIS IS NOT A 4 STAR RATING HOTEL! Room was filthy and dusty, hadn't been cleaned properly, smelt musty. Ants all over the couch. Asked to be moved to another room. room was not much better but looked liked it had been sitting there unused. Still dust and no smell of cleanliness. Sliding door to balcony was broken. Had to be fixed. Dishwasher broken. Ants returned next day and had to go to the shops to buy our own cleaning products. Shower and bath old. Carpet worn. After returning from a long day out exploring and wanted to have a quiet night in, came back to thumping music. Thought a festival was on it was so loud and rang reception to see what was going on in the area - she said that she thought a festival was on and would call me back with more info. Never rang back. After seeing other reviews it turns out its their own nightclub Moss on Wood until 5am in the morning!! Lied to by staff - they knew what it was and know its an ongoing issue. All these issues that are highlighted by other reviews go back many many years and nothing is done about it. Disgraceful! Would have moved to another hotel but everything else was booked. Will never return here again.

Very attentive staff. One of the cleaner and better maintained hotels I've stayed in Australia for a while.

Great size room, comfy king bed. If I stay again though I'll ask to be out on the other side of the Hotel so that I'm not on the same side as the Nightclub with the outdoor area that is pretty much next door that pumps until 3am with people that sound as though they are on the hotel room balcony as they yell at each other over the loud music.

Room hadn't been cleaned properly. Beer bottle tops in plain sight from previous occupants. Says to me the room wasn't vacuumed.
Staff don't listen. Food at Moss on Woods is extremely expensive and of a disappointing quality

Would not recommend it to anyone

I am here for a business trip, and the room was nice. Meals served in Moss on Wood were generous and well priced. There is parking, swimming and gym equipment.

Enjoyed our stay over Christmas break. I booked a one bedroom suite directly through their site. The only thing to call out is them charging extra per night for the sofa couch which was not called out clearly in their site listing or confirmation email. But they were kind enough to only charge half for it citing the confusion. Will stay again for sure. Also, I used the gym and the treadmill was broken, see if they can fix that as well.

Great stay! And the restaurant is great too

Always great food after a nice cool beverage. Relaxed atmosphere good prices and lo Ely service.

Great spot right in the heart of town with a fantastic welcome from the front desk. Spacious, light filled rooms too. Great place to stay when in Mackay

Just amazing. Staff are just wounderful. Room service is great. And the food is just so amazing. Couldn't get any better. We are very happy with our stay. Would recommend to come stay here. Has just been amazing ☺️

I have not had a bad experience here. At all no mater what time it is. Staff are fantastic

Large spacious and clean rooms with friendly staff. Meals served in Moss on Wood were generous and well priced. Overall a great experience and I am looking forward to staying again over the coming months, your gym however could use some work wit an upgrade to the antique exercise bike and a few fans on the Walloon comfort when using the equipment as air-conditioning doesn't cut it.

Although my stay was only a couple of days Rydges was located centrally in Mackay and had beautiful clean rooms with very friendly and helpful staff. I'd like to thank one staff member Melissa for making my stay that much better with her friendly attitude and willingness to help when approached.

I really liked it. I stayed 4 days and found the room very comfortable, the food nice (actually, pleasantly a lot nicer than i had anticipated) and the service friendly and timely.
Good spot to stay at Mackay.

Room was great, bed a bit hard but comfy. Aircon was not working which made the room warm in the morning. Ordered room service food was good but not very hot.

This was just a passing through visit and we didn't want to stay in a motel. Was a little more expensive than we wanted to pay, but the room was really nice.

5-stars due to the receptionist Luther, he was a gun. Checked on the bed configuration of the room for us, got us a nice rate, was very forth coming with information. He sold this room to us, without him we would have gone elsewhere.

Great location and very Clean Hotel.Lots of Cafes and restaurants only a short walk from the hotel.

Good reception. Fast checkout. Not 4 star though. Old and dated rooms but extremely clean.

Great hotel in the middle of Mackay. There are numerous cafes and restaurants just downstairs. The room itself is also really comfortable, particularly the beds. The sixth floor also has great views over Mackay. The one downside is the rooms may be in need of a slight renovation.

Reception staff were amazing, felt welcomed the second I stepped in the door. Great rooms but the staff are above and beyond.

Clean, comfortable, worth the extra for the much larger and more comfortable one bedroom suite. In the Middle of town, not on the river, so might get guest noise on the weekends. kitchenette in these rooms has cooktop, dishwasher, sink, microwave, everything to cook & eat. Everything in our room was in good condition. Not a lot of undercover parking.

Grest place to stay... facilities are great and great service.