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“great location - tired rooms”

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DoubleTree by Hilton Hotel Cairns
Ranked #12 of 64 Hotels in Cairns
Certificate of Excellence
Reviewed December 27, 2009

WE only stayed here 1 night before our trip back home, but we had a lovely esplanade (sea) view room - which i had booked - with 2 double beds. It was compact but perfectly functional and wonderfully bright and airy with the balcony . The bathroom is tiny but it was modern. The worst thing about the room was the worn carpet that had staples sticking out all along the edge .

Service was prompt and friendly. Ther eis a large free car park underneath the hotel.
The location is great - a short walk to everything.

The pool area was small but fine to cool off in. We were disapointed to note that there was no where at the pool to get drinks or food - despite a menu being placed in the tables. The so-called pool bar was shut tight during our morning and afternoon at the pool. We would have been content to spend our money here, had it been open. As it wasn't - we went out and spent our money elsewhere.

I would stay here again - but only for a night. There are probably better rooms and a better pool scene else where in Cairns. And judging by what we saw - there's lots of choice close to the esplanade .

  • Stayed: December 2009, traveled with family
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1  Thank sheluvz2travl
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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1,899 - 1,905 of 2,188 reviews

Reviewed December 14, 2009

Positive: The location of this hotel is perfect, if your intention is to spend a limited time in your room then this is a great base. The tour desk was great and the lady who runs it (Sue?) was incredibly helpful and knowledgeable on trips available. The breakfast buffet would be hard to beat, it was of a very high standard with everything from a juicer to make smoothies, to fully cooked fry-ups. The room was large and we had a great view.
Negative: The service was appalling. The front desk said they'd call us when the room would be ready, they didn't bother. It got to about 16:00 and we went to ask to find it had been ready for hours. The girl on the desk gave us a room number that didn't exist and even labelled the luggage with a room that didn't exist. When we checked in our room, the luggage wasn't there and the concierge could not tell us where it was when we called. After about 30 mins we went down to reception to speak to the duty manager who was very patronising. The attitude was, we have misplaced it but it will be somewhere in the hotel so chill out. This was a terrible attitude and did not take into account the impact to us of the prospect of losing our luggage. There was no urgency to find it and we could not go out until it was retrieved which resulted in our first evening in Cairns being ruined. Eventually, the luggage was found in the room next door to ours, we got an apology but it was not at all sincere and no compensation was offered, very poor customer service. The hotel was quite run down, the corridors and walkways being dusty and in a shabby condition. The room had a dangerous step into the bathroom that was not clearly labelled and was not modern.

  • Stayed: November 2009, traveled as a couple
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Thank MallyBeckenham
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
anthony_mahon, General Manager at DoubleTree by Hilton Hotel Cairns, responded to this reviewResponded January 14, 2010

Dear Guest,

Thank you for taking the time to write of your feedback on your recent stay at Holiday Inn Cairns.

I was glad to read that the location of the hotel suited your requirements, the breakfast was hard to beat, the service you received from our dedicated tour desk was all positive and they were able to share with you their knowledge of the area and you were able to enjoy the view from the room. This positive feedback will be shared with the team members concerned.

I was very concerned to hear about all of the problems you experienced during your stay in relation to the service and your dissatisfaction of the hotel.

Kindly accept my sincere apologies for any inconvenience caused. The service you received is not in line with our usually high standards. I have discussed these issues with the department in question to ensure your points have been addressed and noted and that it does not occur again.

I was disappointed to read that you felt the product was disappointing. I am pleased to let you know that we are in the process of finalising the last stage of our refurbishment program which will include our room case goods as part of a multi million dollar refurbishment program. To date over $6 million has been spent on the hotel including upgrades of all the guest rooms’ bathrooms to feature a new contemporary modern bathroom, a full refresh of the hotels exterior and redesign of the lobby and restaurant to enhance the arrival experience and ambience of the hotel. We now have a completed prototype room and are finalising the details of this project. The scope will include a update of all case goods including all the furniture and fixtures eg: TV, Desk, Chairs, Wardrobe, Bed, headboard and carpet.

Your impressions of our hotel are vital in helping us provide the highest level of service to which we are committed.

Once again, thank you for your observations and I hope to welcome you back to Holiday Inn Cairns in the future.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed November 26, 2009

We stayed at the Holiday Inn Cairns for two nights and had a very nice stay. The room was very nice and appeared to have been recently remodeled. They had a little sign on the pillows in the room stating that other type pillows were available. We have feather pillows at home and prefer those so we called the front desk and they promptly brought some feather pillows up to us (nice touch). The rooms surround a solarium type area which was very nice and peaceful. We visited the gym and although small it was nice that they did have something available. They had underground parking which we used. The location was great. We walked to dinner every night and had a nice time walking along the boardwalk afterwards. All in all a great stay and would definitely recommend.

  • Stayed: April 2008, traveled as a couple
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2  Thank n8vca
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed November 21, 2009

Arriving in Cairns after a fraught delay in collecting our luggage at Cairns airport we were treated with the utmost sympathy by the Reception staff, in particular Ryan. He could see how tired we were after an overnight flight from Perth and made every effort to ensure we could get into our room as soon as possible. We were amazed to be unpacking before 10.30 a.m. in a hotel where Check-In is not normally before 2.00 p.m. The room was beautifully appointed with a view of the Coral Sea exactly as advertised. The service, including the availability of Laundry rooms for guest's use, was of the highest quality. The location of the hotel on Cairns Esplanade meant that the Marina and its facilities were within an easy walk, as were local restaurants and night markets. The ability to book trips within the hotel at a designated desk was both convenient and extremely helpful for local knowledge. A trip to the Rainforest on the Rail and Sky Train, together with a trip to Agincourt Reef was everything we had been promised and expected. Finally, we would single Ryan as a real attribute to the hotel staff and someone who deserves to go a very long way in the Leisure Industry with his qualities, of politeness, efficiency and kindness. He was truly exceptional!!

  • Stayed: October 2009, traveled as a couple
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1  Thank BiomanDorset
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed November 20, 2009

The hotel is located in a great spot, but it is let down by the rooms. The rooms have a musky smell, small bathroom, I had stained bedstreads on both beds, and the carpet needed replacing.

A hotel in need of refurbishment. Service was fantastic, the resturant served very good food, but it is let down by the standard of the accomodation.

Renonvate and things will improve.

  • Stayed: November 2009, traveled on business
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Thank Vic_Traveller_8
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
anthony_mahon, Anthony Mahon - General Manager at DoubleTree by Hilton Hotel Cairns, responded to this reviewResponded November 22, 2009

Dear Guest,

Thank you for choosing to stay at Holiday Inn Cairns and for taking the time to pass on your feedback. I was happy to read that you enjoyed the restaurant, food and service from the staff to which we pride ourselves for the high level of service that our staff provide. This feedback will be passed on to the team.

I was disappointed to read that you felt the product was disappointing. I agree with you that a refurbishment of the guest rooms will improve the hotel and your impression. I am pleased to let you know that we are in the process of finalising the last stage of our refurbishment program which will include our room case goods as part of a multi million dollar refurbishment program. To date over $6 million has been spent on the hotel including upgrades of all the guest rooms’ bathrooms to feature a new contemporary modern bathroom, a full refresh of the hotels exterior and redesign of the lobby and restaurant to enhance the arrival experience and ambience of the hotel. We now have a completed prototype room and are finalising the details of this project. The scope will include a update of all case goods including all the furniture and fixtures eg: TV, Desk, Chairs, Wardrobe, Bed, headboard and carpet.

Your impression of the hotel is vital in helping us provide the highest level of service to which we are committed. Thank you again choosing to stay at Holiday Inn Cairns and for taking the time to pass on your feedback

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed November 9, 2009

We stayed here for 5 nights and weren't disappointed! I tried checking in at 9:30 am after an early morning flight and no sleep at all, and to my pleasant surprise, was given a room immediately. Not only that, we were upgraded to a room with a balcony and Esplanade view! I have to thank Ryan, the front desk supervisor, for this. We also found the breakfast nice, and the staff are always there to assist, especially Jovelyn. The atrium was awesome, although we didn't have a chance to feed the barra living there. We really enjoyed our stay here, even if most of us got sick with a virus and didn't feel very well while on board the Reef Rocket on our way to Green Island. The trip to Cairns was worth it, but you'll need a car to get around, so hire one.

  • Stayed: November 2009, traveled with family
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1  Thank loulang
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed November 4, 2009

We stayed here for a few separate days and each time we found the staff to be very efficient, friendly and helpful. Nothing was too much bother with the staff willingly looking after and then shunting our luggage around when we were away on the Great Barrier Reef; sorting out transfers to the airport (at very short notice when the Sun Palm bus let us down!) and answering all our touristy queries. Our room was large, light, airy, clean and comfy with a nice view over the town with a glimpse of the sea to the left. The hotel is very convenient for the Esplanade and the town. We'd definitely stay here again.

  • Stayed: October 2009, traveled as a couple
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1  Thank QuailF
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about DoubleTree by Hilton Hotel Cairns

Address: 121-123 The Esplanade, Cairns, Queensland 4870, Australia
Phone Number:
Location: Australia > Queensland > Cairns Region > Cairns
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Restaurant Room Service Swimming Pool Wheelchair access
Hotel Style:
#6 Business Hotel in Cairns
#9 Family Hotel in Cairns
#10 Luxury Hotel in Cairns
#11 Romantic Hotel in Cairns
Price Range: $127 - $305 (Based on Average Rates for a Standard Room)
Hotel Class:4.5 star — DoubleTree by Hilton Hotel Cairns 4.5*
Number of rooms: 237
Official Description (provided by the hotel):
Boasting uninterrupted views of the Coral Sea, and a stunning natural setting amidst landscaped tropical gardens, the oceanfront DoubleTree by Hilton Hotel Cairns is just a short walk from the city center, and Cairn's business, retail and entertainment districts. The hotel overlooks the picturesque Cairns Esplanade, and is just moments from Cairns Lagoon and Cairns Casino. Enjoy easy access to Cairns Convention Center and lots of attractions, including the World Heritage listed Daintree Tropical Rainforest and the Atherton Tablelands. The Great Barrier Reef departures terminal is 100m away, and Cairns International Airport is only 10 minutes' drive from our Cairns hotel. Our onsite tour desk will help you explore the wonders of this unique region. ... more   less 
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Also Known As:
Holiday Inn Cairns Hotel Cairns
Cairns Holiday Inn

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