Whalecove Resort

Booked this accommodation specifically for a wheelchair user after making enquiries regarding accessibility. We received written confirmation on two separate occasions that the unit was wheelchair accessible. Upon arrival, we discovered that this was simply not the case. The issue was not access into the unit itself. The issue was that the bathroom and toilet were inaccessible to a wheelchair user, and the internal doorways were too narrow to accommodate a wheelchair. The wheelchair user in our party was unable to independently access essential facilities within the apartment, including the bathroom and bedroom. As a result, we were forced to make alternative arrangements to meet basic daily needs throughout our stay. The wheelchair user was also unable to access the bedroom independently and had to be physically carried from the living area into the bedroom due to the narrow hallway and doorways. This created an unnecessary health and safety risk and deprived the individual of dignity, independence and privacy. This was not a minor inconvenience or a matter of expectations not being met. The accommodation was fundamentally unsuitable for the clearly disclosed needs of a wheelchair user despite written assurances that it was wheelchair accessible. What was most disappointing was the response when the issue was raised. Rather than acknowledging the seriousness of the situation or the impact it had on a disabled guest, the focus appeared to be on defending the property's position. Even after providing evidence that the accommodation had been represented as wheelchair accessible, no meaningful resolution was offered. I would strongly caution any wheelchair users or anyone booking accommodation for a person with mobility requirements to obtain very detailed measurements and photographs of all internal access points, bathrooms and bedrooms before relying on any accessibility claims made about this property. Accessibility is not simply being able to get through the front door. It means being able to access essential facilities with dignity, safety and independence. Unfortunately, that was not the experience we had.

Great location, great staff, friendly environment and would highly recommend Whale Cove as the place to stay when visiting Hervey Bay!

Nice complex in Hervey Bay near Pier. Restaurants nearby. Parking at the resort. Starting point for going to Fraser Island!