We arrived in Cairns at 9:00am in the morning and were aware of the 3pm check-in time at the hotel. I had called the hotel the day before to organise an early check-in and advise that we would be using an SPG room upgrade voucher so they wouldn't allocate the wrong room type. I was told that although not guaranteed, she "didn't see a problem with the early check-in". On arrival at Cairns airport, I again phoned the hotel & asked if the early check-in was possible. The "guest relations" member told me that our room wasn't ready at this stage, but wouldn't be too long. I questioned if there was a note that we were using an upgrade voucher, and she said that hadn't been noted. I asked if the upgraded room would be ready and was again told that it should be ready by our arrival. We continued on to Port Douglas, expecting our room to be ready on arrival being an hour away.
We arrived at reception at about 10:30am. Helena on reception just said, "Your rooms not ready." I asked if that was the upgraded room and a look of confusion followed, and then she muttered something about it being the king room. I showed her the upgrade voucher, and obviously she had no clue so she eventually got "the manager" James. He showed her how to allocate an upgraded room which was availbale, however was also not ready. When asked how long it would take to clean the room, we were told "Not too long." Apparently this should be translated to "forever and a day".
About an hour later we returned to reception to enquire about the progress of the cleaning. The cleaners were contacted and they advised it had not started yet. We were given 2 complimentary drink vouchers and sent on our way. Another hour later we returned, wondering why it takes so long to clean a room. Reception again contacted the cleaners who again said, "We haven't started". What a joke - who runs this place - the cleaning staff? The cleaners advised it would be another hour and half...it was now 1pm and we had wasted 2 an half hours actually believing "not too long". James who is apparently the manager, although I doubt it told us that there was absolutley not another room available. This was laughable as we had walked the grounds and sat in the lobby, sighting possibly 10 other people at the most! They kept giving us some excuse about 90 people checking in....ummm big deal?? So off we went into Port Douglas for some lunch...in our trackies...in 27 degree heat.
Some common sense should have prevailed in this situation and they could have allocated us a room that had been cleaned - unless they want us to believe every single room is ready at exactly the same time?!!
As for the "upgrade"...a room overlooking the carpark - nice. So people - when staying at this resort, do not expect an early check-in. Do not expect the rooms to be any better than 3 star - and if the time it takes to clean a room in this place is anything to go by, don't expect the elusive major upgrade to the resort any time soon.
The grounds itself are nice - great pool. There are some beautiful resorts at Port Douglas if you're looking for something that is actually 4-5 star. Peppers, Q1, Ramada, Coconut Grove all look amazing.
We had a great time in Port Douglas, it was just an unfortunate & avoidable start to our long weekend break.
Stay in a lagoon view room if possible
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you for reviewing our resort on Tripadvisor and disappointed to learn that your check in was less than satisfactory on your recent stay. We do appreciate your kind feedback on our sleep quality and the lagoon pools. As your review remains anonymous we are unsure of the specific date you stayed, though we assume from your review and in speaking with James it was the June long weekend where the resort ran at full occupancy. This certainly made it difficult for an early check in with your room request and upgrade certificate. I have spoken with James our Manager on Duty and would welcome you to contact us directly via the above email hotel link to enable us to clarify the incident and also re explain the reason why we could not assist with the specific room type you had requested for the upgrade and early check in and the resulting delays. I understand in speaking with the team that they endeavoured to assist you as much as possible and James spoke with attempting to explain the limited inventory avalaible at the time. As the resort was running at full occupancy there is a number of factors such as specifically requested room types, guarranteed views, king and twin rooms and interconnecting that have been guaranteed to our guests at time of reservation. I do apologise for any inconvenience here.
Knightyandkate once again thank you for your feedback.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.