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“Best staff! Ignore negative comments! Resort is wonderful!” 5 of 5 stars
Review of Fitzroy Island Resort

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Fitzroy Island Resort
4.5 of 5 Resort   |   The Esplanade, Fitzroy Island, Queensland 4870, Australia   |  
Hotel amenities
Ranked #1 of 1 Hotels in Fitzroy Island
Fraser Island, Australia
1 review
1 helpful vote 1 helpful vote
“Best staff! Ignore negative comments! Resort is wonderful!”
5 of 5 stars Reviewed February 17, 2014

Just read some of the recent reviews & people can be ridiculous! Here is some of the email I sent to the GM regarding our recent stay on the island...

I have wanted to express my gratitude to your staff at Fitzroy Island Resort in particular Sam in the restaurant (I believe Sam is short for his real name?) Kurt who took all the time in the world to explain everything to us on our glass bottom boat trip and really made the trip fun (he is an absolute asset to the resort) and Jeff at reception who helped take our stay from great to amazing!

Also, the housekeeping staff were lovely and very, very friendly and good at being 'there but not there'! We have stayed in some very 'fancy' places including the Sofitel at Broadbeach for 2 weeks after staying at Fitzroy and had a laugh at how they really could learn a few things from the staff at Fitzroy Island resort. I really can't express how impressed we all were, after a few days everyone seemed to know our names and really tailored things to our family. An example of this was Sam who seemed to run the restaurant knew without asking us that we liked a big table and that we liked to share our entrees around at the same time as our mains were in front of us. A small detail but one that made all the difference each time we had dinner and these small details made our stay absolutely memorable.

Also, I don't know his name but please find out and thank the guy who made me a vanilla latte at Foxy's (using milkshake syrup!) although it wasn't on the menu and helped me find some tomatoes from the kitchen for my vegetarian daughter. These gestures came easily to your staff but made the world of difference to us and we haven't seen this kind of genuine care anywhere else we have stayed. I witnessed some really bad behaviour from guests towards staff and can tell you your staff are really laid back and friendly but also very professional.

We are very grateful to all the staff at Fitzroy Island Resort, from the reception staff knowing we liked the table tennis table in the afternoons to the guys on the ferry who gladly took our sick bags and the staff mentioned above thank you again, we have sung your praises to family and friends. Our family was really taken care of and because of this we will be back again for Christmas this year.

Room Tip: We have 3 kids (6, 11 & 15) and the reception staff really took time to put me at ease with book...
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  • Stayed December 2013, traveled with family
    • 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
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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647 reviews from our community

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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    4 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 (257)
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Galway, Ireland
Contributor
11 reviews 11 reviews
8 hotel reviews
Reviews in 9 cities Reviews in 9 cities
12 helpful votes 12 helpful votes
5 of 5 stars Reviewed February 16, 2014 via mobile

Booked 2 nights in a suite and it really is a great getaway place to relax and unwind. Everything was gorgeous and would highly recommend it. Some really good walks in the area. Food selection is limited so recommend bringing some items with you.

Stayed November 2013, traveled as a couple
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
London, England, United Kingdom
Senior Contributor
39 reviews 39 reviews
15 hotel reviews
Reviews in 18 cities Reviews in 18 cities
26 helpful votes 26 helpful votes
4 of 5 stars Reviewed February 15, 2014

we stayed for 2 nights right back when it had first be renovated. It was great fun, made better by the fact we were 2 of 6 guests staying there!
we really enjoyed the quiet laid-back atmosphere.
Downsides: can be noisy from the neighbouring resort (also owned by the hotel), there's a monopoly on everything, so drinks, etc are pricey (take a bottle of something for drinks in your room before dinner!).
Not sure if it's very busy now, but if it was packed i imagine it would be a little overpriced.

  • Stayed March 2013, traveled as a couple
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
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Torrance, California
Senior Contributor
24 reviews 24 reviews
4 hotel reviews
Reviews in 7 cities Reviews in 7 cities
8 helpful votes 8 helpful votes
3 of 5 stars Reviewed February 5, 2014

The service level at the resort was pretty bad. Not very helpful with any of our questions or needs, with one key exception...Deborah in the dive shop was our salvation! So thankful we found her and that she was so incredibly helpful and understading. Without that, our frustration level would have remained extremely high. One person can make a big difference..thanks Deborah!! We had a beach cabin for 4 nights. When we asked about getting our luggage to our room, we were basically told to carry it...don't roll it because the coral will tear up your wheels. Seriously?!? After trekking to our room and wreaking havoc on our suitcases...b/c we simply could not carry them all that way, we later found there was a nice concrete path on the back side of our beach cabin that was quite easy to roll suitcases!! But the staff did not direct us to go that way. What a mess!

Once we got over the service issue and let that go, our beach cabin was just perfect for the 4 of us. A back room with 2 twin beds and a nice large King bed in the main room. Easy beach access and a great view from our room & porch.

We had prepaid to have all our meals included, which i would NOT do again. There are only 2 eating locations: 1 extremely fancy and pricy and the other is more casual, but with really slow service. We waited an hour one day for our lunch and then had to wolf it down because we had to catch a tour. Their kitchen is not big enough to handle the entire resort, which is unfortunate. They really should not book the resort in full because they just can't handle that volume, especially once the day-trippers arrive for lunch!

Also note that access to the outer reef from Fitzroy Island is limited to two companies that make stops at the Island after leaving Cairns. CDC and I forgot the name of the other one.. CDC only takes about 40 people and makes stops at two dive/snorkel locations. The other company is a much larger boat that brings you out to a platform. I recommend making reservations in advance as we almost could not get to the outer reef as the boats were full. We lucked out and got on due to some last minute cancellations (thanks to Deborah's suggestion to check for cancellations after the boat left Cairns). After flying across the world to see the GBR, it could have ruined our trip if we had not been able to get on a tour. We lucked out this time. Get reservations in advance if seeing the outer reef is important to you!

Our kids really enjoyed snorkeling around the island and saw many fish and turtles. The pool was very nice as we went at night so there was nobody else there and it's beautiful lit up at night. During the day the pool was crowed and the pool bar was in full swing.

Good hiking trails and a nice turtle rehabilitation center that was very educational. Glass bottom boat was fine; fairly inexpensive so we thought it was worth it. We went at night and on a day/snorkel excursion.

Room Tip: The beach cabin was a great location
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  • Stayed December 2013, traveled with family
    • 3 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
    • 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.
Bli Bli, Australia
Senior Contributor
23 reviews 23 reviews
3 hotel reviews
Reviews in 9 cities Reviews in 9 cities
10 helpful votes 10 helpful votes
5 of 5 stars Reviewed January 31, 2014

We loved our stay here on the island which is our second time here. This time we were got an ocean suite which was lovely view. Very big apartment love the layout. Love the snorkeling right off the beach beautiful corals and fish. We even swam with a Green Turtle. We did the glass bottom boat with snorkeling we were lucky enough to swim with squid. So cool. We also did the Turtle Recovery Tour and the Bush Tucker Tour both really informative. Loved our guide she was awesome. We really love this Island and the resort it's just paradise. Hopefully we will be back soon.... Thanks again for a lovely stay.

  • Stayed January 2014, traveled with family
    • 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.
Sydney, Australia
Contributor
14 reviews 14 reviews
6 hotel reviews
Reviews in 9 cities Reviews in 9 cities
11 helpful votes 11 helpful votes
1 of 5 stars Reviewed January 30, 2014

Went to Fitzroy for the snorkelling. The resort have a monopoly over the island's activities (including the boat transfer, snorkel/diving hire equipment and the resort pool (only hotel I saw on the island)). The staff on the boat failed to inform anyone on the boat leaving Cairns that we would not be able to hire snorkels/go in the water/beaches were all under water. So we, along with a boat full of other tourists cluelessly headed out to the island where there was nothing to do.
On arrival we found out and the staff there informed us they'd all known the night before. We all decided to head straight back to Cairns on the return boat on which I heard the staff discuss whether they should inform the next boatload of tourists about the poor conditions on the island, Tommy shouted down this suggestion thus it was decided to allow more tourists to do the same as us.
We had paid as a package trip to Fitzroy (transfer and snorkel), after a lot of explaining to our tour operator of the disappointment they would only offer a snorkel refund, $13! Not going to see the remainer of the $82 odd package we paid for the transfer, nor those wasted hours again.

  • Stayed January 2014
    • 1 of 5 stars Value
    • 3 of 5 stars Location
    • 1 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 1 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Tim M, Manager at Fitzroy Island Resort, responded to this review, March 16, 2014
Dear hannaleavingreviews,

Thank you for taking the time to review Fitzroy Island Resort. It is disappointing to hear that your day trip wasn't what most guests’ experience and rave about.

I have looked into this review in some depth. Our records indicate that you visited the Island during an extremely poor week of weather when all other companies in Cairns had cancelled trips to the Outer Great Barrier Reef due to high winds and extremely poor water visibility. It is my understanding that you came across to Fitzroy Island after being unable to go out on any other marine based tours in town.

On arrival at the Resort – a King high tide was at its highest and is the reason for the beach being submerged. This would have subsided throughout the day however leaving plenty of sand to relax on. We cannot account for what was advised to you by your booking agent & I am unable to comment on what the agent advised you was still in operation regardless of the weather.

Whilst we appreciate you feel our crew could have been more aware of the conditions on the Island - they are all based in Cairns and had yet to see the conditions for themselves.

On your arrival at the Resort - the Dive shop (whose staff also travelled to the island on the same boat that day and only saw the conditions on arrival at the Resort) advised you of no Glass Bottom Boat. All water sports are subject to weather conditions - particularly the windy and choppy conditions. Furthermore, Snorkelling was not recommended due to very poor visibility and the presence of debris such as logs and other material that had been swept in overnight.

It is my understanding that this was explained to you by our staff and as they sympathised with you - a full refund was offered even though you still had the opportunity to experience the rest of the Island for the day. Due to your particular booking being processed through an Agent however – this needed to be processed through them on your return to the mainland and you opted to leave on the 09:30am Return to Cairns after only being on the Island for ½ an hour.

I am unable to comment on what transpired with your agent when you arrived back in Cairns o but I can confirm the Resort authorised a refund in full. Unfortunately, we cannot control what cancellation fees or charges an agent will enforce on you.

The Resort sincerely regrets that this has reflected on us. Should you ever wish to return to the Island in future – please don’t hesitate to book directly with us on the following email stay@fitzroyisland.com or by calling 07 4044 6700 so that we can look after you.

Next time in better weather we are certain the Island and the Resort will be in the position to meet your expectations!!

Best Regards

Tim Moloney
Assistant General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Cairns, Australia
1 review
7 helpful votes 7 helpful votes
2 of 5 stars Reviewed January 25, 2014

...which obviously was reflected in the overall lack of dignity of the resort during our visit. Too many points of dissatisfaction for a hotel of this expected standard. 100 EUR was our discount prize for 1 night, 240 EUR was ordinary a prize that is certainly an outrageous bid for this facility. Payed much less for many humble guest houses excelling in quality. Consider green island for resort, consider day trip to low islands/Franklin islands for corals.

-Baggage storing before and after entering room costs additional 7 AUD, coin operated
-Our double bed was 2 beds pulled together, which created an awful crevice
-No warm shower water
-Only one piece per complimentary bath product / two guests
-No sufficient amount of umbrellas to lend out
-Soda vending machine broken
-Coin vending machine broken
-Airgame arcade machine broken
-Public toilet in the atrium smelled of feces, door had no functioning lock
-Some of the showers in the public toilet were out of order
-No possibility of extended check-out from 10-12 am, altough check in is not untill 14 pm
-Restaurant service was unprofessional and part of the food was not bang-for-buck
-Breakfast was disappointing and pricy
-The only bar on the island served disappointing food
-Service was not genuinely welcoming to my own expirience
-Unrelated to the resort, the corals were mediocre to Great barrier reef standards

Room Tip: Be sure to get a proper double bed, do not settle for a poor substitute of 2 beds obviously pulled t...
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  • Stayed January 2014, traveled as a couple
    • 1 of 5 stars Value
    • 3 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 2 of 5 stars Service
Was this review helpful? Yes 7
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Fitzroy Island Resort

Address: The Esplanade, Fitzroy Island, Queensland 4870, Australia
Location: Australia > Queensland > Fitzroy Island
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Children Activities ( Kid / Family Friendly ) Kitchenette Restaurant Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #1 of 1 Hotels in Fitzroy Island
Price Range (Based on Average Rates): $
Hotel Class:4.5 star — Fitzroy Island Resort 4.5*
Number of rooms: 99
Official Description (provided by the hotel):
Fitzroy Island is a tropical paradise of rainforest and coral beaches within the calm sheltered waters of the Great Barrier Reef Marine Park. The walking tracks through the rainforest, up to the summit and to the lighthouse offer a fabulous view over the Great Barrier Reef. Located only 29 km off the coast of Cairns, the island is a listed National Park and has only one resort. Just 45 minutes by boat, Fitzroy Island Resort offers guests the opportunity to intimately discover the magic and diversity of the Great Barrier Reef from land and sea, making it the perfect accessible base for snorkeling, diving and exploring the reef and rainforest. Ferry transfers to and from Fitzroy Island depart daily and tickets can be pre-booked from Fitzroy Island Resort. The affordable 4 star Resort offers a range of contemporary accommodation including Suites, Beach Cabins and Studios. The resort facilities include a contemporary restaurant, large pool with swim up bar, dive store, indoor cinema, Foxy’s bar and a general store. Discover the vibrant corals and marine life, forest birds, butterflies and the startling white sulphur-crested cockatoos. Create memories to last a lifetime. Pure tropical island magic…. Activities include:- Dive School- Aqua Jets- Mini submarines- Glass bottom sea kayaks- Kayaking- Snorkeling. ... more   less 
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Also Known As:
Fitzroy Island Hotel Fitzroy Island

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