We stayed for a week during August 2013.
On check-in we were ‘greeted’ by an older woman who seemed more interested in eating her lunch and complaining to her staff member in office that checking us in. Just plain rude and unhelpful.
Our room was clean and comfortable. The beds could be a lot more comfortable, the décor could be brought into the new century but all in all clean. Balcony had only one plastic chair which was unsafe to sit on. View on the other hand was AMAZING.
Noise from the pool fountain was lovely except it went on all night, and sounded like it was right outside the window not 6 floors down!
First day we had been in our room 10mins, still checking out the view and unpacking our bags, when to our amazement a maintenance man let himself in to fix a light. Yep – let himself in, not even a knock on the door before doing so.
Having a 2 year old in the room we unplugged the phone for obvious reasons. This apparently gives reasons for housekeeping to let themselves into the room on not 1 occasion but 2!
First we were in the room (balcony enjoying pre dinner drinks) when housekeeping let themselves in. to our amazement this was the second intrusion in 2 days! She apologised but said that the duty manager said she had to clean the room as we didn’t answer our phone all day to confirm otherwise. You would think the DO NOT DISTURB sign on the door was enough conformation.
The second housekeeping intrusion and 3rd overall intrusion to our privacy was done when we were not in the room. Upon returning to our room was again found housekeeping! Apparently DO NOT DISTURB signs mean nothing to this hotel! When we comforted the cleaner he gave the same excuse as the last cleaner.
Beyond furious my husband and I remained calm and once over the initial shock and astonishment of yet again being the victim of bad hotel etiquette and service we complained to the staff at the reception desk, well it was like talking to a plank of wood. I don’t even think the staff spoke English well enough to understand our situation. I proceeded to write letter to manager and left it on check out the next day. 1 month later and still no response from the hotel, hence this review.
On another not, the hotel offers rooms service – apparently. We tried on several occasions to order room service, first at 12noon for lunch (club sandwich and chips). Was told kitchen doesn’t open until 2 today. At 2pm, we called again, no sorry chef isn’t ready to use the fryer for another hour. On another occasion around 9pm we called for and was told we would have to come to reception to pay as we didn’t leave a credit card imprint on check-in. We didn’t know this was an option due to the terrible customer service by the old lady on reception. So, if you want room service there are a number of great take way’s in the area who do deliver and I’m sure are much yummier and definitely more accommodating and deliver with a smile!
Overall, Clean, Tidy, Fantastic views, terrible customer service, room service if you order out.
Don’t Not Disturb Signs Mean Nothing - 3 intrusions in 6 night stay
- Official Description (provided by the hotel):
- Contemporary 10-story Hotel located on the Esplanade. ... more less
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- Also Known As:
- Best Western Cairns
- Cairns Best Western