Staff were rude sloppy and unkept. In the mornings we went down for our complimentary breakfasts and received no smiles or "good mornings" just a rude "what's your room number, it cost $10 to upgrade". We didn't upgrade and the basic breakfast was fine ( fruit, yogurt, toast, cereal) however on the second day the fruit had mostly gone bad. When my partner asked for soy milk for her coffee she was huffed at before being given a tiny drop of milk.
On our first night we were told that our were playing music too loud in our room. ( keep in mind it was 4pm and we were playing our iPod from a tiny iPod dock that the hotel provided. )
We turned the music off IMMEDIATELY and yet were told of by a very rude staff member AGAIN when we walked down stairs for dinner. This staff member argued with us for 10 minutes and was very patronising just because we are two young ladies. ( one a successful lawyer, the other a high school teacher - not in the business of trouble making).
The next morning we were rudely told off for the music AGAIN by the manager who was rude and very messy looking sweating and shirt untucked - Not what we expect from a '5 star resort'.
The room it's self was ok but very boring and you couldn't shut the windows properly - probably a bad idea in a tropical environment. The bugs were shocking.
On our second day the resort was doing heavy Maintenance for the entire day - drilling, hammering and making heaps of noise. Really ruined our last day there we didn't want to sit by the pool as we couldn't even hear each other talk.
No warning of this disturbance and no apologies.
The evening punch which we were looking forward too was a joke, a sad looking bowl of juice sitting alone in a bench with no one around in sight, including staff, to stop the flies from swimming it.
We would have loved to talk management about our horrible experience however on our last day at check out there was no "how was your stay?" just a swipe of the credit card.
Having had a read of all the prior comments below it is clear that whenever a bad review is put up someone from the resort tries to justify their bad behaviour and blame the customer, so ild love to state in advance the customer is always right (especially when paying $320 per night) and the staff here do need some training in hospitality.
- Official Description (provided by the hotel):
- Located just 25 minutes north of Cairns in the secluded Palm Cove, an upscale boutique beachfront experience awaits guests at Reef House Palm Cove - MGallery Collection.The resort offers a warm, personalised service for all guests and together with its comprehensive range of resort facilities, The Reef House is the perfect getaway for couples seeking romantic bliss or simply a holiday in sheer relaxation. ... more less
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- Also Known As:
- Reef House Hotel Palm Cove
- The Sebel Reef Hotel
- Sebel Reef Hotel