A large group of us stayed and congregated at this hotel for an air-force reunion. We had a number of functions within the hotel and we were very disappointed to experience their baffling exhibition of poor customer service. For example, we had a gala dinner event with a drinks package. After 10pm additional drinks were to be purchased. Instead of doing this, at 10pm exactly, the waiters whisked every single bottle of wine off every table, no matter how much was left in it. Then they proceeded to pour the left overs to fill bottles to then sell back to us. When we argued the ridiculousness and the unfairness of this, these young guys more concerned with looking at their reflections in the mirrors than serving us, argued they would not return the wine, until some of the more mature men out-testosteroned them! At another function, even though a healthy mixed canape option was ordered, the menu didn't remotely resemble what was ordered, with 70% of the finger food appearing as either wedges, chips, bread or sweet potato chips. Platter after platter. And they had the organisers over a barrel because they were made to be pre-pay. Another example was the breakfast package I'd pre-purchased: Despite being told it would work one way on check in, and utilising the voucher in that way, on the second day, different person, different story - to our detriment. On check out, I noticed that although we had stayed 4 days, I was charged for 6 breakfasts! Again I had to argue the obvious. The room was tired, the mattress was terrible, wobbly and oversprung. And I've NEVER been in a hotel where I've had to pay for the room safe to use it for my own security!
A few glimmers of positiveness: The back-packer breakfast waitress Jana was a delight, polite and over and beyond helpful. And at the end of the stay, the concierge was kind enough to open the gym for me so I could have a shower before we flew off. Cairns really needs to scrub up in its attention and care for visitors though. Its very existence depends on it.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear Kriki, thank you for taking the time to post your review on Trip Advisor.
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I was disappointed to read your views on the event's, however after speaking with the organisers personally it appears that they were not shared by all. With the exception of the odd minor hiccup, which we will certainly work on, all feedback has been positive and constructive.
I do apologise that you did not enjoy your time with us and am happy to offer clarity on our services if you would like to contact my team or myself directly.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.