We were placed in an adjoining room & we didn't realise that the locks between the rooms weren't actually key locked. One night a male from the other room made more than one attempt to enter our room. Even after been yelled at by myself and my family - & after we'd engaged the push lock; it didn't make us feel safe. We did notify reception but the young men next door were not removed from the hotel, only told to keep it down. The continued to harass us for several hours after making my young children feel very unsafe. I feel in this situation, the young men should have been removed. The next day, a lovely staff member moved our rooms and locked the adjoining rooms with a key. I think for future stays I would request not to be placed in an adjoining room situation. One other small negative is that the smell of cigarettes lingers in the walls on the floor we were staying on which I would assume was once a smokers floor. We got a room reed diffuser to mask the smell.

Friendly and helpful staff - especially Joanne(a?) who went out of her way to assist us after an unpleasant experience. Pool size was good and in a great location. Buffet breakfast was a great option and a hit with the kids. Hotel has had a nice refurbishment and rooms are a fantastic size.

Stayed in April 2024

Spacious rooms Very clean hotel Great variety of options available at Breakfast

Stayed in March 2024

Very friendly staff. Rooms beautifully appointed. Breakfast great

Stayed in December 2023

Lovely rooms, big beds! Liked that you could link up your phone to the TV! Amenities provided were great!

Stayed in March 2024

What happened when we extended our stay. Paying for parking Over charging us for the extra days No food available from Sunday night

Level 3 restaurant and bar enjoyed the live music

Stayed in March 2024

On the first night after a 13 hour long flight, 80 year old couple were woken up in the middle of the night by an alarm. The hotel staff were unable to turn it off and relocated to another room. Although the cost of 1 night was refunded, didn't expect for a well rated hotel to have such issues and causing great discomfort on 1st day in Cairns.

Great location

Stayed in March 2024

The staff, the dirty rooms and air cons dont work.

The staff are racist and rudr. Room was filthy had dirty underwear on floor. Air cons dont work amd are det at 25°C the same temp as outside. Rooms are not worth the price. Sheraton is way better!

Stayed in February 2024

Large sticky patch on carpet in room Cleaners did not vacuum the floor

Beds were comfortable

Stayed in March 2024

.

Everything

Stayed in March 2024

Nothing it was perfect

I loved the cleanliness and comfiness. The staff at front were amazing

Stayed in January 2024

Quality if food for breakfast substandard. Bedroom was not cleaned well and I had to remind them to service room at. 4 pm on 3 out of 5 nights

Updated decor tastefully done. Reception staff was great. Breakfast team friendly.

Stayed in February 2024

I was charged to my wrong card , so that just ruined everything, I’m still waiting for a refund,, they didn’t even try to help me.. The room was too hot , had a terrible sleep

Stayed in February 2024

Location.

Handy location with all amenities around.

Stayed in January 2024

Nothing bad to say!

Nice & central to things! Easy check in and accommodating staff which is always a nice touch. The room was lovely and beds were comfy!!

Stayed in January 2024

There was nothing I could possible dislike about my stay. Everything was amazing and the staff were very accommodating. The food in the buffet was excellent and I would go back again.

I loved how the staff treated us and looked after everything. The food was amazing and the room was to die for. The hotel had excellent placing being next to everything you could need and being across the road from Rusty’s. Made the start of my first time traveling ti aus amazing.

Stayed in December 2023

Perfect location, easy access to everything.

Stayed in January 2024

Probably need to re seal the windows in the room I was initially in , granted the rain was torrential and would have challenged any glass sliding door .

Staff and customer service was exceptional . Also the breakfast was amazing so much variety .

Stayed in December 2023

Loved the location, the check-in process and the way we were treated. We requested a taxi for an early checkout, because we thought we'd have to be at the airport at 3:30 AM. The front desk clerk cautioned us (God bless him) - and we booked it for a later time - got an extra hour of sleep in the process.

Stayed in December 2023

My air con went off at night, but the staff were friendly and shifted us to another room

Good place to stay and great staff who took care of us very well

Stayed in December 2023

Great location

Stayed in December 2023

No aircon for a day.no phone facility to call outside local numbers.no adapter that supports conversion International numbers

Breakfast

Stayed in December 2023

The service from staff. Rooms weren’t ready on arrival at 2pm. I was very stressed out because staff incorrectly informed me that I would have to pay for two rooms, made me wait 15mins and then preceded to be told it was actually their mistake. Very frustrating and staff English language was not coherent enough to explain the situation.

The pool

Stayed in December 2023

It was very disappointing that we were told dinner would be 50% off on the Wednesday due to the cyclone, yet we were billed $140 for the dinner and one drink each. When we messaged to explain this and ask for a refund of overcharged amount, we had to message a couple of times before they eventually got back to us. They asked for our email address to send us the invoice which we provided and messaged twice about with no response. Very disappointing that they were not true to their word, and then did not rectify the overcharged amount when we contact them which is very poor customer service. Won't be staying their again due to the lack of honesty and service.

This place was comfortable and we were very grateful to stay there due to cyclone and potential storm surge.

Stayed in December 2023

Warm reception

Stayed in December 2023