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“Great customer service and fabulous pools” 5 of 5 stars
Review of Sheraton Mirage Port Douglas Resort

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Sheraton Mirage Port Douglas Resort
4.5 of 5 Hotel   |   Port Douglas Road, Port Douglas, Queensland 4877, Australia   |  
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Ranked #32 of 45 Hotels in Port Douglas
Melbourne, Australia
Contributor
17 reviews 17 reviews
11 hotel reviews
Reviews in 12 cities Reviews in 12 cities
7 helpful votes 7 helpful votes
“Great customer service and fabulous pools”
5 of 5 stars Reviewed November 19, 2012 via mobile

We recently stayed here on Melbourne Cup weekend and after reading some poor reviews I was really worried we would not enjoy our stay. So I tried to cancel my wotif booking but unfortunately there was a 'no cancellation policy'. I wasnt impressed with that inflexibility and when we arrived and the lady checking us into our room lacked customer service (no smile, couldn't find our booking, didn't tell us anything about the facilities eg. like where breakfast was), I expected everything else to follow suit. Fortunately for us and for the Sheraton Mirage, it didn't.

When we first walked into the big open 'dated' lobby it gave us an idea of what to expect all round but what we didn't notice until later was that every little detail was not left to chance... The attention to detail is what makes this place great!

We were taken by golf buggy to our room by a lovely porter who told us all about the resort facilities, took our bags and was extremely pleasant and professional. We got inside our room and I felt like pulling out my vinyl records and playing Madonna's Material Girl... The rooms are dated like everyone says, but when I looked closely, it was very noticeable that it was extremely clean - in fact spotless! No dust on the louvres on the bathroom door, not a spot of mould in the bathroom, no a thing out of place. Only disappointment was two big bird dropping on the outside of our windows. The room was big and comfy, and the pools were the same.

Acres of lagoon pools and plenty of deck chairs. The only thing lacking was not enough time for us to take off work to stay longer!!! The buffet breakfast was great! The fruit in the buffet was amazingly fresh and delicious. No real coffee, just percolated - a small downfall.

I will definitely return again. They even offer a $15 rebate per night for opting to not have housekeeping visit your room. Not only did we save money, we also did our little bit for the environment - a fantastic initiative Sheraton! We could see signs of a pending renovation and I can't wait to see how it goes. I highly recommend this place, renovated or not!

Stayed November 2012, traveled as a couple
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SMPDPR, Lachlan Walker, General Manager at Sheraton Mirage Port Douglas Resort, responded to this review, November 29, 2012
Dear ch1nadoll

Thank you for your feedback and taking the time to drop such a wonderful review on Tripadvisor. I’ll certainly follow up with our team on your initial arrival.

Looking forward to welcome you back.

Warm regards

Lachlan
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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1,463 reviews from our community

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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    3.5 of 5 stars
  • Service
    4 of 5 stars
  • Value
    3.5 of 5 stars
  • Cleanliness
    4 of 5 stars
Traveler tips help you choose the right room.   Room tips (394)
Date | Rating
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English first
Port Douglas, Australia
Top Contributor
118 reviews 118 reviews
44 hotel reviews
Reviews in 39 cities Reviews in 39 cities
56 helpful votes 56 helpful votes
5 of 5 stars Reviewed November 19, 2012

I stayed here in April, 12. It's a marvellous hotel and the rooms are modern and clean! The swimming pools and location next to Four Mile beach means you are located in a world class spot! The village of Port Douglas is 2kms down the road so you can take advantage of the restaurants there!
If I had a complaint I was amazed at the cost of the food!!! Just get a taxi to the village and enjoy the great Queensland seafood and produce)))))

  • Stayed April 2012, traveled solo
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SMPDPR, Lachlan Walker, General Manager at Sheraton Mirage Port Douglas Resort, responded to this review, November 29, 2012
Dear Steve803

Greeting from Sheraton Mirage Port Douglas.

Thank you for posting your review from your stay in April this year. I was pleased to see that you enjoyed your time here and appreciate the feedback on the location, pools and resort being modern and clean, thank you.

I do note your feedback on the costs; our prices are in line with other restaurant and upmarket cafes in Port Douglas and Australia and we competitively shop regularly to ensure of this. Due to our location food prices are more expensive due to freight amongst other reasons. When dining at Sheraton you also are overlooking 147 hectares of tropical gardens and 14 lagoon swimming pools all needeing to be maintained. There is also many ways to reduce your cost when staying with us such as the Mirage Dining Passport, the simple Quick Bites menu available in room service (Pizza and other items served simply and take away style), packages that include breakfast or credits and SPG benefits and Star Privilege membership.

Steve803, perhaps for your next visit you could click on the above hotel deals or email hotel as we’d be very happy to tailor a package for you that includes food and beverage to ensure further value during your stay.

Warm regards

Lachlan
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Sydney, Australia
1 review
4 of 5 stars Reviewed November 15, 2012

recently enjoyed a relaxing and well needed break at the sheraton in port dougas
lovely resort facilities
rooms a bit tired but bed extremely comfortable and clean
staff pleasant enough
a big thank you to the sun palm bus company who provide a reliable town shuttle service between the resort and the township of port douglas
a big thank you to the very lovely pip who runs the sun palm shuttle bus desk at the sheraton.....she went out of her way to help us ......was just a delight to talk too.....knowledgeable and fun .... thanks pip
we will be back

  • Stayed October 2012, traveled with friends
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SMPDPR, Lachlan Walker, General Manager at Sheraton Mirage Port Douglas Resort, responded to this review, November 16, 2012
Dear clareh21

Thank you for your kind review of the Sheraton Mirage Port Douglas.
It was delightful to learn that your stay with us was reflective of the high standards we set for ourselves here. It was a pleasure to learn that your interaction with Pip from the Sunpalm shuttle service reflected the exceptional service the Port Douglas team strive to provide to all of our guests. We will ensure this kind feedback is shared.

Thank you again for your wonderful comments and we look forward to welcoming you back soon.

Best regards

Lachlan
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Melbourne, Australia
Contributor
12 reviews 12 reviews
3 hotel reviews
Reviews in 7 cities Reviews in 7 cities
10 helpful votes 10 helpful votes
1 of 5 stars Reviewed November 12, 2012

we stayed at the mirage for 10 nights in October 12 !! the rooms are run down , the shampoo and conditioner from last era ,we paid full on price and its not included breakfast !! you already agreed to pay for breakfast and its absolutely disgusting, no cheese , no salami the coffee jags are dirty , the all place is run down big time !! this place need a big renovation....rip off !! this is far from being a 5 stars hotel !! shame on you guys !! there are much better places in port Douglas .

Room Tip: choose a different hotel !!!
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  • Stayed October 2012, traveled as a couple
    • 1 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 2 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SMPDPR, Lachlan Walker, General Manager at Sheraton Mirage Port Douglas Resort, responded to this review, November 16, 2012
Dear Nina M,

Thank you for sharing your feedback in regards to your recent stay. I was disappointed to now learn via Tripadvisor your overall stay did not meet your expectations and I have shared your comments with the team.

Should you find yourself in Port Douglas again, please feel free to contact us via the above email hotel link and I would be more than delighted to welcome you back.

Kind regards,

Lachlan
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Mareeba, Queensland, Australia
1 review
5 of 5 stars Reviewed November 11, 2012

Stayed for the weekend but wish it was longer.The service and food and staff were all of high quaility standards.The whole atmosphere was just to ensure that we had a pleasant and relaxed stay.I thank all of the staff including the wonderful people at the golf course that made our stay enjoyable.

Room Tip: If you stay you must try the food
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  • Stayed November 2012, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SMPDPR, Lachlan Walker, General Manager at Sheraton Mirage Port Douglas Resort, responded to this review, November 16, 2012
Dear Zoe D

Greetings from Sheraton Mirage Port Douglas!

Thank you for taking time reviewing us on Tripadvisor. We are delighted to learn that your stay with us was a wonderful one. Location, service, food & our team are indeed key elements of a great stay...

Warm regards

Lachlan
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
2 reviews
Reviews in 2 cities Reviews in 2 cities
3 helpful votes 3 helpful votes
1 of 5 stars Reviewed November 10, 2012 via mobile

Ok I could go on and on how this place is a dump but I'm going to make it short (my husband and I on an around the world trip staying at SPG properties)...checking in is a joke because no one knows what's going on and takes forever, parking and walking in the dark to your room with no lighting, I would rather walk barefoot outside than on their carpet, the musty room smell, waking up with bites on my legs from the sheets and mattress, rattling air conditioner, major outdated property, and creepy. Concierge was less than helpful when asking about excursions. I may sound critical but our $30 p/n hotel in Thailand kicked this places butt!! I have stayed at a lot of SPG and Non-SPG hotels and understand everything isn't perfect when staying at a hotel but this place is a Royal Dump.

  • Stayed April 2012
    • 1 of 5 stars Value
    • 3 of 5 stars Location
    • 2 of 5 stars Rooms
    • 1 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SMPDPR, Lachlan Walker, General Manager at Sheraton Mirage Port Douglas Resort, responded to this review, November 16, 2012
Dear Outnabouthilnj

It was very disappointing for us all here to learn of your feedback via Tripadvisor 8 months after your stay and not being able to discuss with you whilst here in April, nor being reported to us then. Making sure we address what is possible is constantly a key aspect of our focus and your feedback will be shared with the team. Our Resort engages with pest control on a weekly basis to ensure the integrity of our product and most importantly assure that we do not have a bed bug issue. Our team are fastidious with our standards of cleanliness and hygiene and we are proud of this. We have also recently been voted by our valued SPG members as a favourite getaway for 2012.

As your review is regarding a stay 8 months ago, remains anonymous and we have no records, reports or log entries of any of these incidents relating to this type of feedback; will therefore reach out to Tripadvisor over this review.

Kind regards

Lachlan
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Perth
Contributor
18 reviews 18 reviews
Reviews in 5 cities Reviews in 5 cities
14 helpful votes 14 helpful votes
3 of 5 stars Reviewed November 9, 2012

My husband and I stayed here for 5 nights and the one thing we were both appalled at was the level of customer service. The staff were far from friendly - it seemed as though we were a drain on their time. Any question we had was met with an attitude I would expect from a teenager, lots of excuses, where I would expect them to help us feel as comfortable and happy in our stay with them.

I could look past the outdated decor - we knew what it would be like from the pictures seen online (though I really hope they update it soon, as it would be a magnificent hotel if they did - and taught their staff some basic customer service skills).

The pools are the highlight - and I am sure most people who choose to stay here do it for that main reason. Breakfast was good, nothing to write home about, but a good range.

The friendliest staff we came across were the cleaners! Every member of the cleaning staff we encountered were the most friendly people! The air con in the rooms works well, the rooms were cleaned well, the mini bar was stocked well and there is a shuttle to town (however we had a hire car so we never needed this service).

  • Stayed November 2012, traveled as a couple
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 2 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SMPDPR, Lachlan Walker, General Manager at Sheraton Mirage Port Douglas Resort, responded to this review, November 10, 2012
Dear Taryn H

Firstly thank you for taking the time to post your review and your kind feedback on our pools, guest room and hotel Housekeeping associates. However, we are genuinely sorry to learn via Tripadvisor that we failed to meet your expectations in the areas that you have highlighted particularly our associates service delivery. As your review remains anonymous we would welcome you contacting us directly via the above email hotel link to further discuss your interactions with our associates to enable us to follow up in detail.

Thank you and best regards

Lachlan
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Sheraton Mirage Port Douglas Resort

Address: Port Douglas Road, Port Douglas, Queensland 4877, Australia
Phone Number:
Location: Australia > Queensland > Port Douglas
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free Parking Children Activities ( Kid / Family Friendly ) Kitchenette Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#7 Spa Hotel in Port Douglas
#12 On the Beach Hotel in Port Douglas
#25 Luxury Hotel in Port Douglas
Price Range (Based on Average Rates): $$
Hotel Class:4.5 star — Sheraton Mirage Port Douglas Resort 4.5*
Number of rooms: 294
Official Description (provided by the hotel):
Beachfront Resort with guest rooms and private villas on Four Mile beach, convenient to Great Barrier Reef, Daintree Rainforest & deep-sea fishing. ... more   less 
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Also Known As:
Sheraton Mirage Port Douglas Hotel Port Douglas
Sheraton Port Douglas
Port Douglas Sheraton

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