We spend a week in the hotel and would like to to you from all of the staff especially ( peal ) who arranging a good table with perfect view , all of them have a difficult job , to follow all the safety protocol and be helpful and kind . We are leaving Cairns with nice memories .
We had a one night stay just before Easter and we thoroughly enjoyed it. Had a lovely view of the Inlet which was nice watching everything. Room was spacious and the bed was very comfortable. I hurt my toe walking along the esplanade and housekeeping were quick to bring up some ice for me. Breakfast was lovely plenty to choose from, just a bit of getting used to in Covid times with the queues but that’s the world we live in at the moment. No big deal. Staff were attentive. Check out was seamless and the porters were extremely helpful. Pool area was nice. Would happily stay again.
We stayed in room 17 from Thursday prior to Easter and checked out on Easter Monday. We booked the Horizon Club Floor which included daily drinks from 5pm to 7pm with Canapés, free non alcoholic mini bar replaced every day and 1 item of clothing each ironed during the stay. The pictures of the room looked great. The bathroom was fabulous, the bedroom was tired to say the least. The settee was very dirty and damaged around the base at the corner. The rug under the coffee table had multiple stains. The outdoor furniture needs sanding back and restaining as it is all marked. The photos on line showed striped cushions on both seats but we were only given 3 small cushions for both seats. The view was excellent and we loved watching the boats coming and going. On arrival there were no porters and we had to take our own luggage to our room. The mini bar had not been placed in the room so at lunch time when we arrived in 30 degree heat there was nothing cool to drink. Housekeeping knocked on the door to check the room, when we asked about the mini bar, the response was "call reception and they will arrange it for you". Not the response we expected from a 5 star hotel. We received 3 green apples on a plate, when you lifted the apples they were sitting in a brown liquid, consequently we threw them out. Housekeeping never took that plate away so eventually we left if outside the door. Housekeeping never clears away the half empty water bottles. Our rooms were never serviced until at least 3pm and sometimes after 4pm when I called to ask about service. Ice buckets were never taken away by housekeeping and we had to leave them outside the door, our writing pad was never replaced and the lead pencil was blunt, they can't afford a pen. Breakfast was a shambles each morning, there was never enough wait staff to clear your table so the best you could do was clear it yourself. One morning the waitstaff came to our table twice and just walked away and left our dirty plates there. The best thing was the egg station as it was the only cooked food that was hot. The Bain Marie was less than luke warm, you had to ask for your toast to be cooked twice because the machine was turned down so low. The coffee was watery so we ordered at additional expense $5.50 per cup the barista coffee which was luke warm with no creme on top. On Saturday at 9.30am they ran out of crossaints so we got the last 2 danish pastries, not sure what they planned to do when breakfast went till 10.30am? I could see the senior management team working really hard but they need to train their employees. Everyone is so nice and the best part were the afternoon drinks which were very relaxing by the water, we are so glad they closed down the Horizon Longe upstairs as it looks like a really ugly room when you walk past it. This is certainly not acceptable for AUD$421 per night. The location was fantastic and so were the views.…
We stayed here twice during our holiday up north; on the way to Palm Cover & on the way home. Both stays were excellent. This is a lovely hotel in a great location; close to restaurants & perfect for a walk along the water in the morning & evening. We didn't use the pool but the gardens on that level were lovely & gave a great feel to the hotel. With all the service & amenities we know to expect from a Shangri-La hotel, we were very happy with our stays & would return if we were up this way again in the future.
Hotel staff is really good. Hotel is located in great location within walking distance of bars and restaurants and Hotel is nice and clean. We got a free upgrade on request which was nice. Rooms bathroom are nice and clean and of the standard of hotel like this. Bed were nice and comfy overall was nice and relaxing stay and service was really good. Would definitely come back