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“Love this place but.....”

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Pullman Reef Hotel Casino
Ranked #2 of 64 Hotels in Cairns
Certificate of Excellence
Queensland, Australia
Level Contributor
23 reviews
14 hotel reviews
common_n_hotel_reviews_1bd8 13 helpful votes
“Love this place but.....”
Reviewed 16 April 2012

Have stayed at this hotel quite frequently & think it's the best in Cairns but..this time we checked into the junior suite rm315 lovely rm spacious with great views , we were a bit disappointed we were forgotten in the nightly turn down service , which comes with the free water bottles & chocolates but had a lovely night & beautiful sleep until about 7am when I was woken to the the sound of jack hammers etc which did not stop grrrrr . The front desk staff were very obliging and after our breakfast in the tamarind restaurant we moved to the junior suite 402 moving was a bit of a pain but better than the construction noise) we were also give a complimentary bottle of wine . Next problem was something in the corridor outside our room was creating the most horrid smell , the staff seemed to think it was from something just outside the gym door which was Near our room and they were walking around with air fresher bottles spraying everywhere, the housekeeping staff were just as affected as we were with the smell saying it was terrible ,later in the day they. Put a large industrial air blower on the carpet outside the gym door so they must have found the Source of the smell. Sadly we were also forgotten about for this nights turn down service . This trip was not our most relaxing & we did feel a bit forgotten about ,but maybe that's because we have come to expect perfection from this hotel. Love the staff and the atmosphere , front desk always very helpful we will definatly be back , but.. Wish the council would hurry up with their improvements because I couldn't see that they had done much since the last time we were there
Stayed april 4th to 6th

  • Stayed April 2012, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank townsvillemaz
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Wayne R, General Manager at Pullman Reef Hotel Casino, responded to this review, 23 April 2012
Dear townsvillemaz,
Thank you for taking the time to post your feedback on your recent stay with us at Pullman Reef Hotel Casino.
I am very grateful that you continue to come back to us. On this occasion I apologise that we have missed the little things that we so often get right for you. Please contact me when you next stay so that I can personally ensure that your stay is as relaxing as you have come to expect.
We do thank you for choosing to stay with us and hope to welcome you back soon.
Warm regards
Wayne
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Rating summary
  • Location
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  • Value
  • Cleanliness
Traveller tips help you choose the right room.   Room tips (307)
Date | Rating
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English first
melbourne
Level Contributor
85 reviews
31 hotel reviews
common_n_hotel_reviews_1bd8 138 helpful votes
Reviewed 13 April 2012

Stayed here recently for 5 nights. We wanted a luxurious holiday plus adventure at the Great Barrier Reef but was highly disappointed w Cairns.

The city was really boring, deserted & the restaurants was very pricey. Dont eat at any of the restaurants esp Esplanade or Spence St, etc, unless u hv lots of money to splash & the food was disgusting.

The Hotel was another huge disappointment! We paid about AUD1800 for 5 nights & expected a luxurious stay but the exterior of the Hotel building was more like 3stars, the interior eg Reception was clean and average, surely none of the luxurious feel for what was deemed the best hotel in Cairns.

We are from Melbourne & it was not even the standard of Crown Hotel & we stayed there before paying just $280per night.

The room was spacious as we paid for 2 Dbl Beds, the shower & bath was spacious w Spa but we did not even use the Spa since the ocean is beckoning & we were there for snorkelling. There is a sofa and study table in the room as well.

The views were horrendous as our room directly face another hotel building, any water views were blocked & there was the construction beneath our room, which was unsightly. The noise fr the construction was also inconvenient if u are a light sleeper, which I am.

The most unpleasant of our stay is the Disgusting Continental Breakfast. We have travelled to many countries and the breakfast reminded us of the ones that the Budget Motels in Disneyland used to offer to guests but then u only pay $50 per night! Unlike here, we paid close to $400 per night to hv this disgusting breakfast! There is cooked breakfast of eggs, bacon, etc but it is extra. The Hotel Management really hv to look into this. After 2 days of this breakfast, we had enough & prefer to stay hungry until 11am, to do brunch, when some of the small retail shops Behind the hotel street is opened. There is a Korean & Japanese takeaway store down the road & the food there is authentic & sumptious, we bought 2 portions to share betw 3 of us & my daughter is 15. Only cost us less than $20.

The restaurants at the Hotel eg Tamarind, which is unfortunately also the hotel for Breakfast, and the Chinese Restaurant, DO NOT eat there unless u love disappointment & want ti throw away yr money! The food was horrid & it was very costly! I ordered Room Service for the fried rice for my daughter on day one as she is a fried rice maniac, it came fr the Tamarind, and she took 2 sppons & told me, "Mummy, this is the most disgusting fried rice i hv ever tasted! It is nothing but soya sauce!" and when she complains abt fried rice, it must be really bad as she fancies any fried rice fr anywhere. Hence, the whole plate was untouched.

The casino was small, deserted & only opens at night. It was not even Jupiter Hotel standard in Perth as part of the reason we chose this Hotel is we thought we can hv some night shows, etc but it was so quiet, we didnt trust the quality of the entertainment here.

The only compliment I hv abt the Hotel is the Staff, they are exceptional, very friendly, customer focused, prompt & courteous. The Housekeeping will also knock on Yr door every night to ask ifbu want yr bed turned.

In one sentence, in retrospect, we cld hv paid for another Hotel half the price, coz Pullman only meets our basic needs of cleaniless, spacious room & courteous staff in this instance.

Our room

  • Stayed April 2012
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank bearsticky
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Wayne R, General Manager at Pullman Reef Hotel Casino, responded to this review, 23 April 2012
Dear bearsticky,
Thank you for taking the time to post your feedback on your recent stay with us at Pullman Reef Hotel Casino.
I am sorry that Cairns and the hotel did not meet your expectations, I do hope that you took the opportunity to see some of the beautiful land based natural wonders while you were here, such as the Sky Rail, the Daintree rainforests, the Kuranda Railway and Kuranda village, Hartley's crocodiles, white water rafting, bungy jumping and many more. We receive many positive comments relating to our restaurants, in particular the a la carte hot breakfast selection and Tamarind, I do apologise that this was not to your taste.
It is not our aim to be the Crown Casino Hotel in Melbourne, as the feel of Tropical North Queensland is different and we wish our guests to experience this, I apologise that we did not meet your expectations in this regard.
We do thank you for choosing to stay with us.
Warm regards
Wayne
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Moscow, Russia
Level Contributor
122 reviews
47 hotel reviews
common_n_hotel_reviews_1bd8 112 helpful votes
Reviewed 11 April 2012

Very good hotel with a Casino, outside pool & several good restaurants. Upon arrival we were given an uprade of the room for a very reasonable price. We received a huge suite with big balcony. Location is very good if you are planning to take a few cruises to see the BBR - the boats parking is just 5 mins away. The hotel is also very close to the promenade with a bunch of very good restaurants. The pool is quite big & very well organized.

Room Tip: a suit is a very good choice
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  • Stayed January 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank KSB1984
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Wayne R, General Manager at Pullman Reef Hotel Casino, responded to this review, 23 April 2012
Dear ks_bazhenova,
Thank you for taking the time to post your feedback on your recent stay with us at Pullman Reef Hotel Casino.
Our fantastic team, excellent service, great location and luxurious facilities enjoyed by yourself have helped us to win the Luxury Accommodation award at the Tropical North Queensland Tourism Awards.
We do thank you for choosing to stay with us and hope to welcome you back soon.
Warm regards
Wayne
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Melbourne, Australia
Level Contributor
41 reviews
19 hotel reviews
common_n_hotel_reviews_1bd8 20 helpful votes
Reviewed 11 April 2012

We stayed here with our young child sometime ago. Loved the location, clean rooms, spacious rooms, great helpful staff. Fantastic room service breakfast.
We look forward to staying again!

  • Stayed May 2011, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank tanfan81
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Wayne R, General Manager at Pullman Reef Hotel Casino, responded to this review, 23 April 2012
Dear Tanfan,
Thank you for taking the time to post your feedback on your recent stay with us at Pullman Reef Hotel Casino.
Our fantastic team, excellent service, great location and luxurious facilities enjoyed by yourself have helped us to win the Luxury Accommodation award at the Tropical North Queensland Tourism Awards.
We do thank you for choosing to stay with us and hope to welcome you back soon.
Warm regards
Wayne
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Pullman Reef Hotel Casino

Property: Pullman Reef Hotel Casino
Address: 35-41 Wharf St, Cairns, Queensland 4870, Australia
Region: Australia > Queensland > Cairns Region > Cairns
Amenities:
Bar / Lounge Business Centre with Internet Access Casino and Gambling Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#1 Spa Hotel in Cairns
#1 Business Hotel in Cairns
#2 Luxury Hotel in Cairns
#2 Romantic Hotel in Cairns
#4 Family Hotel in Cairns
Price range (per night): $224 - $360
Hotel Class:5 star — Pullman Reef Hotel Casino 5*
Number of rooms: 127
Official Description (provided by the hotel):
Nestled by Trinity inlet and cruise liner terminal, the five-star Pullman Reef Hotel Casino is Cairns most prestigious hotel. Take the time to look at our rates to see all of our EXTRA INCLUSIONS - we have thought of everything. Each of our luxurious rooms has its own spa bath, separate walk in shower and garden balcony overlooking the city or water views. A roof-top swimming pool, gym, four restaurants and bars, boutique casino, conference spaces and a unique Wildlife Dome. ... more   less 
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Also Known As:
Pullman Reef Hotel Cairns
Accor Reef Hotel
Sofitel Cairns
Cairns Sofitel
Pullman Reef Hotel Casino Cairns, Queensland

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