I had not intended on publicly reviewing this hotel. I spoke with the girls on checkout, who told me they would pass on my concerns to management. But considering that nobody has been in touch with me to discuss it, perhaps they might take notice here.
We booked our 7 night stay over 3 1/2 months prior to check in as we were going for our 26th anniversary. Requested a smoking room in the premium harbour view king room. Was told that the smoking room was on 16th floor. Great, I thought as I love a decent view.
Due to arrive on Friday 23rd, I called ahead on the Monday to query the car parking as it wasn't noted on our emailed booking confirmation. It was confirmed over the phone, as was the room being on the 16th floor and us being in a smoking room. I informed them that we may be an hour early and was told that check in wasn't until 2pm so they would stow the bags for us.
Just an hour prior to arrival I had received some terrible news and was upset. I now just wanted to get to the room and hide for a while - even if by the pool until the room was ready. We arrived on the Friday, an hour early as planned, only to be told that we were in a NON SMOKING ROOM ON THE 14th FLOOR.... What???
They say they'll "see what can be done". Given a drink 'on the house' while we wait.
Sorry, the 16th floor is booked out. HANG ON, WE BOOKED MONTHS AGO, WE'RE AN HOUR BEFORE CHECK IN AND YOU'VE GOT NOTHING LEFT.... only a NON SMOKING ROOM on the 14th floor with an offer to move us the next day. They claimed we were booked into a NON smoking room all along and that I HAD NOT called earlier in the week. So after an hour of stuffing around, the manager said it was fine to smoke "on the balcony" and he would send up an ashtray. That's fine as hubby only smokes outside anyway.
So our first 24 hours we had to live out of the suitcases.
NO ashtray was sent. We ended up going out to BUY one as we couldn't find a number in the room for housekeeping and didn't want any further interaction with the front desk.
The next day we had to make sure all was packed away ready for them to move us. As anyone would know, you don't relax till the bags are unpacked so our first day was a waste.
When we went to exchange room keys the next day, we were clearly an inconvenience. I felt so bad from the experience that I ended up apologising for the hassle just to smooth things over. This has left a very bitter taste.
Upon entering the new room I found that the pull-out handle of one of our suitcases was sitting in an odd manner. I guess it was dropped in the process of moving as the handle is now bent and doesn't work, (this was a brand new suitcase) and the toiletry bag has smashed contents spilt all through the bag that were definitely not like that when I used them that very morning prior to moving rooms.
We found that after putting the "please make up our room" sign on the door at 6am on the Wednesday, the room still wasn't done at 5pm when we returned. They hurriedly made it up, but neglected to leave any bath mat and towels.
The "room directory book" has absolutely NO contact numbers for the hotel. If you wanted anything, you needed to read the separate 'room service menu' to get their number, then ring them and ask for something so they could forward your request to the relevant person. They brought up another directory that should have the numbers, only to find the housekeeper searching both booklets and finding that nowhere is there a number for housekeeping, reception, or anything else. She was going to get back to us. Never did.
With all the stuff ups on arrival that reduced me to tears, our consolation was ONE night free parking ($20) on a nearly $1700 bill....
In all fairness, every one of the valet boys were wonderful. They were courteous, helpful and friendly during our entire stay.
- Official Description (provided by the hotel):
- Impressive 16-story Hotel with extensive use of local marble & timber. ... more less
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- Also Known As:
- The Sebel Cairns Hotel Cairns
- The Sebel Hotel Cairns
- Sebel Hotel Cairns