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“Decent but not exceptional” 4 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
Sydney, Australia
2 reviews
Reviews in 2 cities Reviews in 2 cities
1 helpful vote 1 helpful vote
“Decent but not exceptional”
4 of 5 stars Reviewed January 1, 2014 credit card Amex Card Member Review

Nice large clean rooms (we had a garden room so had issues with insects coming in) with all the basic amenities you would expect from a Sheraton. We thoroughly enjoyed the fantastic buffet breakfast and did the Xmas eve buffet dinner which included Xmas carols and a great atmosphere at a very cheap price. Is also in a decent location and the beach is right next door although you could not swim because of the stingrays and it was a little dirty and smelly.

The pools look fantastic and there are so many of them around the resort that you never have to deal with a crowded pooll
We went as a couple but felt it was a better hotel for kids as they have lots of kids activiteis and the pools are designed primarily for kids.

Friendly staff but not so helpful on tour bookings as we would expect.

overall an enjoyable experience and decent value for money but I cant say we were blown away.

Stayed December 2013, traveled as a couple
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SMPDPR, Manager at Sheraton Mirage Port Douglas Resort, responded to this review, January 15, 2014
Dear Pavan S,

Thank you for taking the time to post your review on Tripadvisor following your recent stay at Sheraton Mirage Port Douglas Resort. We are pleased to know you enjoyed your stay and the festive dining options that made it so special. We value reviews from our guests as they assist us in highlighting areas we exceed expectations as well as areas for improvement.

We do have a great location right on Four Mile beach and our vast tropical gardens and swimmable lagoons are the perfect place to relax and enjoy the tropical lifestyle.

Once again, thank you for your post and we look forward to welcoming you back to the Resort in the not too distant future.


Kind regards,

Steve Molnar
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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1,461 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
  • French first
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English first
Melbourne, Australia
Contributor
16 reviews 16 reviews
11 hotel reviews
Reviews in 10 cities Reviews in 10 cities
20 helpful votes 20 helpful votes
3 of 5 stars Reviewed January 1, 2014

We are regular Platinum starwood guests throughout Asia and Oz. This was definitely the most run down resort we have ever stayed in - for the cost ! So we had a connecting mirage suite and lagoon room on top floor in north wing. We did sleep well. It was quiet up there and not too light. Yes the light switches are Brocken and the decor ancient and the carpets are tired and the rooms smell damp but I must admit the beds were comfy and the floor plan worked for us. The food overall ..... Breakfast buffet was decent and great omelet and poached eggs and great service. Room service not great. Overcooked or took too long or not quite as expected however we did stay over Xmas so was a bit busy but they should allow for that . So expensive to be paying $100 each delivery for a family of 4. We ended up getting local deliveries to reception from outside places at night. Whilst the pools are lovely, they are tired and aging now.Yes a big Reno coming this year we hear and read on most reviews.The walkways and paving is hard on your feet so thongs needed at all times. Most of the staff were friendly and helpful. This resort would be amazing post Reno or 15 years ago for sure ! Just don't charge the 5 star prices for food and accom at its current level......sheraton port Douglas we did wish you well post Reno for sure .....

Room Tip: The ground floor lagoon rooms look nice but we did stay top floor for privacy
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  • Stayed December 2013, traveled with family
    • 3 of 5 stars Value
    • 3 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 4 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, Manager at Sheraton Mirage Port Douglas Resort, responded to this review, January 15, 2014
Dear Debra R,

Thank you for posting your review on Tripadvisor following your recent stay at the Sheraton Mirage Port Douglas Resort. I am pleased that you generally enjoyed your stay with us and that found our staff to be friendly and helpful. We value such feedback, especially coming from a valued Platinum guest, and be assured your constructive comments have been shared with the appropriate department heads so we may address those areas you have mentioned.

Regarding your comments on the property in general I acknowledge that we are some ways from completing all necessary works however I am pleased to advise that the Resort has invested heavily in the past year on both rooms and grounds including the pools and new Sweet Sleeper Beds which we are glad you appreciated.

We hope to welcome you back to the Resort in the not too distant future.

Kind regards,

Steve Molnar
General Manager
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Cairns, Australia
Contributor
20 reviews 20 reviews
17 hotel reviews
Reviews in 14 cities Reviews in 14 cities
16 helpful votes 16 helpful votes
1 of 5 stars Reviewed December 30, 2013

1/2 hr to check in, cockroaches in bedroom. Phone in room did not work, Grounds unkempt. aircon not controllable , Public areas very tired. We had 3 rooms in same booking at opposite ends of the resort. This place needs more than a facelift it needs knocking down and re-building!

Stayed December 2013
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SMPDPR, Manager at Sheraton Mirage Port Douglas Resort, responded to this review, January 15, 2014
Dear Othafa,

Thank you for taking the time to post your review on Tripadvisor following your stay at the Sheraton Mirage Port Douglas Resort. We value such feedback as it gives us further opportunity to continually improve.

I am sorry to learn of your disappointment with your recent stay particularly with your check in experience and your room facilities. Guest satisfaction and comfort are high priorities at our Resort and I sincerely apologise for any inconvenience caused. Please be assured that this is not typical of the experience that our guests have become accustomed to and your comments have been shared with the appropriate teams for action.

We have expended considerable funds over the past year to improve our rooms and facilities including all new Sheraton Sweet Sleeper beds, flat screen televisions and entertainment centres just to name a few. Capital projects continue to be carried out as well as a refurbishment of the property which is in the planning and design phase.

I hope that we may have the opportunity to welcome you back to the Resort in the future and please do contact me so we may ensure that your next stay is an enjoyable one.

Kind regards,

Steve Molnar
General Manager
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Sydney, Australia
Senior Reviewer
10 reviews 10 reviews
Reviews in 4 cities Reviews in 4 cities
5 helpful votes 5 helpful votes
4 of 5 stars Reviewed December 29, 2013 via mobile

Even though it is dated- the Sheraton Mirage is still a great and affordable resort. The rooms were serviced daily and the staff were friendly and attentive. The resort has amazing pools and grounds- well worth the stay.

  • Stayed December 2013
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 4 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, Manager at Sheraton Mirage Port Douglas Resort, responded to this review, January 15, 2014
Dear Widkad,

Thank for you posting a review on Trip advisor following your recent stay at Sheraton Mirage Port Douglas Resort. We are pleased that your stay was enjoyable and the team were attentive to your needs.

We look forward to welcoming you back to the Resort, hopefully soon.

Kind regards,

Steve Molnar
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Gold Coast
Reviewer
3 reviews 3 reviews
3 hotel reviews
Reviews in 3 cities Reviews in 3 cities
3 helpful votes 3 helpful votes
4 of 5 stars Reviewed December 28, 2013

Our family stayed here a week before Christmas 2013 in room 3210. The rooms are a little dated but much bigger than the previous room we stayed in in Cairns earlier that week and clean. Room service was super fast and extremely well presented. The pools are outstanding the best we have seen which was a must as we couldn't swim in the ocean due to the stingers. The breakfast buffet was fantastic and had everything anyone could want. We especially loved the almond croissants and freshly made omlettes to order. Our children are 12 & 14 and were very safe exploring the resort and pools on their own. They loved the inflatable water park that was only $10 per child for 1 hour. We loved that we could get a $15 room credit per day if we didn't use the housekeeping services and were also given a bottle of wine to thank us. Fantastic!!!! Haven't seen that anywhere else before and the $15 went towards a cocktail poolside... Very happy!!! About a 15-20 minute walk into Port Douglas. Overall a fabulous resort even though the rooms need a little updating. Oh and we loved the ice cold lemon water and cold refresher towels available when we checked in. Just what we need in the humidity and a great start to our stay.

  • Stayed December 2013, traveled with family
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 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, EAM Operations at Sheraton Mirage Port Douglas Resort, responded to this review, December 30, 2013
Dear Nicole H,

Thank you for taking the time to post your review on Tripadvisor.

We are delighted that you and your family enjoyed the Resort, particularly the crystal clear lagoons and the wonderful breakfast served each morning in Lagoons Restaurant.

We focus on our guests’ expectations in all areas of the Resort and we are committed to providing a high level of customer service whilst contributing to protection of the environment – hence the ‘green credit’.

We hope that we can welcome you back to the Resort in the not too distant future for yet another enjoyable holiday.

Thanks again Nicole H for providing us with some excellent feedback.

Kind regards,

Robert De Carlo.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
UK
Senior Reviewer
8 reviews 8 reviews
6 hotel reviews
Reviews in 7 cities Reviews in 7 cities
28 helpful votes 28 helpful votes
2 of 5 stars Reviewed December 28, 2013

An extremely old creaky hotel. For those of you familiar with Sheratons then this hotel is built in exactly the same style as the Sheraton Limassol in Cyprus and dates back from that period. The hotel is extremely old and really needs some desperate work. The staff and nearly all the replies from mgt on this forum keep talking about future renovation and believe me it needs it.

I felt quite sad for the staff who work there as they all obviously have a great deal of loyalty to the place and are in the hope that the new Chinese owner will promise to spend the 30m bucks he promises....probably though he will knock the reception down and make it open plan and give the place a lick of paint but it needs more than that.

It was my fathers 75th bday and he had flown in to Oz and had stayed at the Gold Coast and Brisbane where he had a great time and then we all went to Port Douglas. We were given 2 rooms and both smelt of damp and were nothing short of 2 star standard. Thankfully even the duty manager agreed (soni guarav) and I basically gave him a choice....we get an upgrade or we move to QT across the road. I had been on the internet and seen the villas looked quite nice and managed to get a villa for another 210 dollars a night.

Whilst ED the porter (who was great) moved our stuff we went for a buffet dinner which was our first mistake. It was like cattle grazing.....the buffet was substandard and I wouldn't wish it on my worst enemy. After the buffet we finally got to the villa and it was incredibly dusty and smoky and it was obvious it hadn't been cleaned. Anyway we all crashed out.

By the morning my mother and wife both were sick and we can only assume it was from the buffet. We also complained to reception and finally the villa was cleaned whilst we went to breakfast.....this was our next mistake. If the night before was bad this was even worse.......queues were long and the food was extremely bad......I just don't want to even repeat the carnage we saw. What was nice was that the duty manager agreed to send some toast to my wife and mother to the villa as they couldn't get out of bed. We cancelled our Xmas buffet as the night before seemed like slop being served and two of our family had gone down with illness. I did manage to go and see the fireworks which was spectacular but there was no safety and both my 6 yr old daughter and I we're hit by firework stubs and only then we were told withother spectators to move ....why weren't there any safety signs put up beforehand?

We then basically stayed in the villa for the next 3 days as we couldn't get any accommodation until Amex came to the rescue and got us in to the Hilton in Cairns.

What was weird was that the meals cost so much...the buffet for 4 adults and 2 kids was over 400 dollars and Christmas buffet was near a 1000 dollars (which we cancelled and had to argue not to be charged for). Even more weird was that we were called by one of the chefs worried that my mum had food poisoning from the Xmas meal.....it seemed as though others might have had the same experience but I may be wrong.


So in summary.....

Good points:
They let us have a villa but at cost even if reduced was still quite expensive.
A trip down draintree river and meeting a chap called Bill Crews (see later review) who was an absolute star and took us all around PD for half a day.

Bad points
Nearly all of the rest of it.

In summary, the staff were extremely nice at the hotel but right now I would recommend that no one stays there and actually chose another hotel or go to Palm Cove/ Cairns. Thanks for ruining our Xmas, my fathers 75th and their 45th wedding anniversary Sheraton. I have decided to dump my SPG membership.

Room Tip: Go some place else
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  • Stayed December 2013, traveled with family
    • 1 of 5 stars Value
    • 2 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 2 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.
Canberra, Australia
1 review
5 of 5 stars Reviewed December 27, 2013 via mobile

My fiancée and I stayed at the Sheraton for two nights prior to Christmas. The rooms were spacious and clean although a little dated. Service was crisp and efficient. Buffet breakfast and seafood dinner was definitely worth trying. The real stand out however was the resort setting and the impressive lagoon pools that surround the accommodation wings. A great place just to relax and unwind. Also a stone's throw to the beach. Would be with fantastic with a good refurbishment with room decor to match the grounds. That said hard to find a better place to stay at Port Douglas.

  • Stayed December 2013
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 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, Manager at Sheraton Mirage Port Douglas Resort, responded to this review, January 15, 2014
Dear icny777

Thank you for the great review. It is always pleasing when we receive such wonderful feedback and we will be sure to share this with the team.

You will be please to know that we will be continuing to enhance our guest facilities which will include a refurbishment and we look forward to welcoming you back the resort, hopefully very soon.

Steve Molnar
General Manager
Report response as inappropriate
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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