Please refer to review Just Terrible on the 9th April 2013. My wife & I agree totally with the comments made. The pool bar service was non existence, I pushed the Service Bell 4 times over a period of approx. 15 minutes with no service offered. The only customers being served where not in the pool, I approached the bar staff and advised then that they should close the pools bar as no service is being provided. ( We then went in to Port Douglas for lunch)
As a Starwood Preferred Guest I found that the check in was far from the standard of service provided by other establishments. We had to find our own way to the room where other guests were escorted to their room In a buggy which also carried their luggage. ( this service was not offered to us)
We stayed in Room 2035 on the 22/03/2013 and the room was reasonable and clean, however all the Electrical Inspection Tags on the Iron (2009), kettle(2010) and hairdryer (2008) expired in the years shown.
As regular travellers to Port Douglas we will consider very carefully if we stay at this establishment in the future.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
April 27, 2013
Dear lynette I
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Thank you for your review; Lynette poor service is completely unacceptable at the Sheraton Mirage Port Douglas, and on behalf of our team here we apologise for the lapses in service in the pool bar and your arrival and check in experience. The care of our guests is paramount and we regret your impressions. I wish to reassure you that we follow the highset of standards of safety guidelines and all our guests rooms are fitted with an RCD (Residual Current Device or Safety Switch) that provides a power cut-off in a unexpected problem situations. An RCD monitors the current flow in the active and neutral wires of the power lead or device connected to it, all the time looking for an imbalance or difference in the currents in each wire. Our Engineer is immediately re checking with the correct regulatory authorities on the 1 to 5 year inspection guidelines we were advsied and thank you for raising this.
Lynette I, I do hope you will give us another chance and an opportunity to turn around your negative impression of our service. Your comments are invaluable in helping us identify opportunities for improvement while assisting us in creating the ideal customer service experience for the future. We appreciate you taking the time to share your concerns with us and for the opportunity to respond.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.