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“Hidden fees” 3 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 | PO Box 172, Port Douglas, Queensland 4877, Australia   |  
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Ranked #34 of 46 hotels in Port Douglas
Sydney, Australia
2 reviews
Reviews in 2 cities Reviews in 2 cities
“Hidden fees”
3 of 5 stars Reviewed April 3, 2013

This is the only Hotel i ever visited that charges a public holiday sucharge on its restaurants (15%), as well as 1.5% when i paid by credit card. It seems to be that the majority of Port douglas does the same but that is unfair and makes me want to spend my next vacation in another gorgeous spot that doesnt charge its responsabilities onto its customers.

The hotel seemed strangely deserted/abandoned, and much of it wasn't well cared for. Also, activities were advertised (such as yoga) which never took place...

However, the pool was amazing, the best thing about the hotel by far...I really enjoyed it.

  • Stayed March 2013, traveled as a couple
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 4 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, April 5, 2013
Dear Djuancho

Thank you for the review from your recent stay and we do appreciate your high scores on the location, sleep quality, rooms and service. I am so pleased you found the pools amazing and enjoyed them; thank you. We are however disappointed to learn that you felt there were hidden charges; please accept my apologies that this is your impression.

Djuancho, the time you were staying with us was over the Easter Public holidays which have labour costs of double time and a half and our prices were inline with other restaurants and bars in Port Douglas over the Public Holiday. These charges were advised at the entrance of the restaurant, on the menus and in our daily newsletter. Due to the remote location food prices are generally higher due to freight and seasonality. During this time however the resort still offered Mirage hour in the Daintree Lounge with 25% discounts, and the Simply Sheraton Menu was available in your room at great value even on a public holiday. Additionally there is also the Mirage Dining Passport that can be purchased at reception which does represent great savings when dining at the Resort.

It is also custom and practice in Australia to charge a fee for Credit Card transactions. This is across many different industries. We do have available other methods of payment such as Eftpos, EFT and Cash should you have prefered.

The resort is spread over 145 hectares of gardens so I am pleased that you felt there was plenty of space and privacy around the hotel. The Yoga activities are held at the Mirage Country Club and apologies here if this was not clear.

Once again thank you for your review. Please reach out to us via the above email hotel link when planning your next trip as Annie Grant, our Guest Services Manager will be delighted to assist with your reservation personally. Alternatively you could click on the above hotel deals icon / link as the best available rates and specials will always be found directly here at the Sheraton Mirage Port Douglas website or via our helpful reservations team to ensure your stay is memorable for all the right reasons.

Warmly

Lachlan
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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 (343)
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Warrnambool, Australia
Senior Reviewer
6 reviews 6 reviews
Reviews in 6 cities Reviews in 6 cities
7 helpful votes 7 helpful votes
4 of 5 stars Reviewed April 2, 2013

We booked our family holiday through "My Qld Holiday" after planning a trip to Port Douglas and seeing a full page advert in the travel section of the paper. The package included such a range of special deals, two-for-one offers, "kids stay free", buffet breakfast inclusions, two reef day trips etc etc that we figured we couldn't go wrong.
The accommodation at the Sheraton Mirage - in a superior lagoon room - was spectacular, with beautiful tropical gardens surrounding the resort and beach frontage from the restaurant and bar. I had read some scathing reviews after booking, but prior to arriving, which complained about the shabby and out-dated decor and lack of maintenance. However, we found the friendly staff to be very busy keeping the place looking clean and tidy, cleaning the pool and windows, weeding & mulching the garden and pressure-cleaning the extensive concrete pathways.
This was our first stay in a five star resort and everything we hoped for. Spacious, tropical and very, very comfortable.

Room Tip: Lagoon rooms had absolute pool frontage.
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  • Stayed April 2013, traveled with family
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 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, General Manager at Sheraton Mirage Port Douglas Resort, responded to this review, April 5, 2013
Dear Brittgow,

I am delighted to read that your stay with us was so enjoyable. It certainly pays to do your research and find the best deals available.

We have a great location on Four Mile Beach and our own lagoons, pools and gardens blend in very well with our surroundings.

I am very pleased that you found our staff to be friendly and I trust that they took good care of you.

It is good to read that your first 5 Star experience has been a good one and I hope that we can welcome you back to the Resort in the not too distant future.

Kind regards,

Lachlan Walker
General Manager
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Adelaide, South Australia, Australia
1 review
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed March 31, 2013

We stayed there in November 2012 and we loved it so much we decided to have our wedding there in Oct 2013 which we are looking forward to so much. The staff have been extremely helpful with all our wedding arrangements so far. We loved the resort and felt that the rooms are very suited to the tropical surrounds and not clinical like so many other hotels. The grounds and facilities were wonderful and the pools amazing. We can't wait to go back there for our wedding and would recommend this hotel to all.

Room Tip: The Mirage Garden rooms are big and have great views.
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  • Stayed November 2012, traveled as a couple
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 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, General Manager at Sheraton Mirage Port Douglas Resort, responded to this review, April 5, 2013
Dear Tanya S

Thank you for your kind words on Tripadvisor. We are delighted that you have arranged to have your wedding at the Resort later this year and we look forward to welcoming you and your fiance back to Port Douglas.

Being situated right on Four Mile Beach is wonderful - just perfect for that early morning or evening stroll along the beach. The lagoons, pools and gardens give the Resort a relaxed, tropical feel - the perfect place to unwind.

The team looks forward to October and your very special day. Do reach out to Jessica our Wedding Specialist if we can asssit in any way via the above email us link.

Kind regards,

Lachlan Walker
General Manager
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Melbourne, Australia
Senior Reviewer
6 reviews 6 reviews
5 hotel reviews
Reviews in 4 cities Reviews in 4 cities
8 helpful votes 8 helpful votes
5 of 5 stars Reviewed March 30, 2013

We have just returned from a fabulous week of relaxtion, fantastic swimming in the gorgeous pools surrounding the resort and fine food. We are return visitors and thoroughly enjoyed ourselves once again, the staff were wonderful, very helpful and happy with any queries we had. The gardens are just gorgeous and wonderful to stroll through and enjoy. The accommodation is very pleasant, don't be put off with the dated decor it was very opulent in its day but still quite OK as the rooms are spacious and comfortable. We enjoyed all that Sheraton Mirage has to offer, it was fabulous.

  • Stayed March 2013, 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 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, April 1, 2013
Dear JoyRon641

Thank you for returning to and choosing the Sheraton Mirage Port Douglas.

The team were thrilled to read you review and so pleased you enjoyed your time with us again; thank you.

Please reach out to when you are next making your reservation as we’d love to assist.

All the best, warmly

Lachlan
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Melbourne, Australia
Senior Reviewer
6 reviews 6 reviews
3 hotel reviews
Reviews in 4 cities Reviews in 4 cities
7 helpful votes 7 helpful votes
4 of 5 stars Reviewed March 26, 2013

We were fortunate to have had a week there in Feb 2013. It is set in 23 connected lagoons by 4 mile beach. WOW. Our room faced the lagoons and we had a wonderful view. The room was very large and was very well appointed with a fab large bathroom. Good towels and toiletries every day. I must say all the staff were so helpful , cheerful and so nice. The gardens are beautiful and so natural. It was lovely being so close to the beach and being able to access it so easily. We ate there and the restaurants were very good and were not that expensive considering that the hotel is 5 star. We had room service a couple of times and the service was very good. My only complaint was that the hotel had no entertainment and as it is out of town that would be nice. The bus service though was good and at least it ran until 11.oo p.m.

Room Tip: lagoon view on 3rd floor. very quiet
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  • Stayed February 2013, traveled as a couple
    • 5 of 5 stars Value
    • 4 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
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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, March 28, 2013
Dear sheilah933

Thank you for placing your view on TripAdvisor and so pleased you enjoyed your time with us.

I note your wonderful feedback on the service, spacious rooms and restaurants and also on the entertainment; this is much apprecited. We'll discuss this with the food & beverage team.

We look forward to your return visit.

Best regards

Lachlan
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woy woy
Senior Reviewer
7 reviews 7 reviews
6 hotel reviews
Reviews in 6 cities Reviews in 6 cities
14 helpful votes 14 helpful votes
5 of 5 stars Reviewed March 24, 2013

We stayed at the Sheraton Mirage and found the hotel to be in quite good shape for its age. Yes, the facades around the pool area may require a bit of a paint job, accommodation outside walls, etc,.But all in all, we found everywhere to be well maintained. The service that we received from ALL staff was excellent. They were all courteous, and very helpful in all of our requests. Nothing was a problem! Then, there was the food. Brilliant! Especially the Seafood buffet night. WOW! We ate at the restaurant a few nights, and the food there was also very nice. The breakfasts were very good, with a wide range of culinary delights to suit most tastes. We also experienced the buffet night, and great value for money at $45 per head. The porters out at the front were very obliging. We were a party of four, and would thoroughly recommend the Sheraton Mirage Port Douglas for a really enjoyable holiday.

Room Tip: We went for a ground floor with a balcony, and found this to be perfect for us, after firstly being...
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  • Stayed March 2013, traveled with friends
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 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, EAM Operations at Sheraton Mirage Port Douglas Resort, responded to this review, March 26, 2013
Dear Ventrical,

Thank you for positive feedback, particularly the comments relating to the service you received from the staff here. We pride ourselves on our service levels and the team will enjoy reading your comments.

I can only agree that the seafood buffet is excellent and enjoyed by many of our local residents as well as our hotel guests. The breakfast option in Lagoons which overlooks the pools makes for a great start to the day and happy to read that you also enjoyed this experience.

Trust we can look forward to welcoming you back to the resort in the not too distant future.

Kind Regards,
Robert De Carlo.
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Melbourne, Australia
Senior Reviewer
7 reviews 7 reviews
4 hotel reviews
Reviews in 4 cities Reviews in 4 cities
2 helpful votes 2 helpful votes
3 of 5 stars Reviewed March 22, 2013

We were travelling as a party of 7. On arrival our checkin agent was not welcoming and lacked a friendly personality that you come to expect on arrival at any hotel/resort. I was very disappointed and upset to be told that whilst a travel cot had been requested, there was no record of this and if I did require a cot there would be a fee of $25 per night. I've stayed in many hotels and resorts and never had to pay for a cot. The rooms we stayed in were very clean and of a decent size and could probably do with updating. The pillows were a bit of a mixed bag. Some good, others flat and lumpy and could do with being replaced. The breakfast was excellent and offered huge variety. We ate at both restaurants for dinner and both provided good food and value for money. The grounds and gardens are well maintained and provided a lovely tropical oasis. The pools were also good. The option of not having your room serviced each day and receiving a $15 credit towards food and beverages was an excellent idea and a shame more hotels don’t offer this. Overall resort staff were warm, welcoming and very friendly and contributed to our wonderful holiday.

Room Tip: Try to get a west facing room so clothes/swimmers dry quicker.
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  • Stayed March 2013, traveled with family
    • 4 of 5 stars Value
    • 3 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 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, EAM Operations at Sheraton Mirage Port Douglas Resort, responded to this review, March 26, 2013
Dear Cathryn J

Thank you for your comments with regards to your stay, pleasing to read that your overall experience was an enjoyable one.

Our 'Make Your Choice' program which allows for each guest to receive $15.00 towards food and beverage should they not have their room serviced is very popular - it also makes an important impact on our environmental efforts around the resort in general. It was pleasing to read that you enjoyed the restaurants and the tropical gardens that surround the resort.

Our apologise that your arrival experience was not as you had anticipated, your comments will be shared with our Front Desk team as this is an area of great focus for us. I understand your frustrations with regards to your cot request – we are able to provide this facility although there is a hire fee of $25.00 which is in line with other resorts and hotels in the area.

Thank you once again for your feedback and hope that we can look forwards to welcoming you back to the Sheraton Mirage.

Kind Regards,
Robert De Carlo.
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Additional Information about Sheraton Mirage Port Douglas Resort

Address: Port Douglas Road | PO Box 172, 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
#27 Luxury Hotel in Port Douglas
#34 Business Hotel in Port Douglas
Price Range (Based on Average Rates): $$
Hotel Class:4.5 star — Sheraton Mirage Port Douglas Resort 4.5*
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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