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“Great for the price”

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Shangri-La Hotel, The Marina, Cairns
Ranked #9 of 63 Hotels in Cairns
Certificate of Excellence
Reviewed August 1, 2009

We spent three nights here as part of our two week holiday in Australia and whilst it doesnt come up to the other Shangri La hotels either of us have stayed in, for the price it was great and I doubt there was anywhere better in Cairns. As we were off season and as visitors were down due to swine flu we got a 3 nights for the price of 2 deal in a superior room with a direct view out to sea.

The hotels location is great, being right by the harbour and close to all of the restaurants and bars in the centre of Cairns. The room was fine, not up to the usual Shangri La standard but given what we were paying it was great value. It had all the usual stuff but is probably due for a bit of a refurb, but no complaints as it was clean and service was very good if you needed anything. The service certainly was up to what you would expect from a Shangri La.

Allin all though a great place to stay for the price and location in Cairns and of the other hotels we had a look at only the Hilton looked up to much in Central Cairns.

  • Stayed: July 2009, traveled as a couple
    • Value
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2  Thank PhyllisMH
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
RugbyRob, General Manager at Shangri-La Hotel, The Marina, Cairns, responded to this reviewResponded August 25, 2009

As always thank you to the reviewer for writing. We appreciate also the writer taking the time to evaluate what was on offer in Cairns and for ultimately considering Shangri-La. I’m happy to share that there are still similar promotions available throughout most distribution channels.

We were refurbished last in 2005 and the Horizon Club accommodation in 2006 so while not recent we are probably not due for a few more years yet. Maybe a change here and there in soft furnishings.

Delighted that these guests enjoyed our service, the hotels location and of course the views from our rooms.

Rob Weeden
General Manager.

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2,305 - 2,311 of 2,714 reviews

Reviewed July 28, 2009

We stayed at the Shangri-La for three nights during our visit to Cairns. We found a good deal on a room and we would definitely recommend it to friends.

The good:
Great location! Right next to the marina where you pick up boats to visit the reef, the boardwalk which is a beautiful walkway next to the water, and the esplanade which is where all the tourists hang out after they return from their tours.

Beautiful views of the marina from the room balcony. We paid for the upgrade to a marina view and it was totally worth it. Looking over the ocean while eating breakfast at sunrise was one of the highlights of our visit.

The front desk has umbrellas and beach towels that you can check out (for free). Also internet is free. The tour desk was very helpful and made booking tours well in advance of our visit very easy.

The bad:
You can hear other rooms' plumbing in the room. It didn't wake us up, but it could bother a lighter sleeper.

Many of the rooms have porch areas that look out onto the central garden area. This is a nice amenity but people will be walking by and looking into the rooms all the time. I'd recommend upgrading to the marina view.

Stayed: July 2009, traveled as a couple
5  Thank turkob
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
RugbyRob, General Manager at Shangri-La Hotel, The Marina, Cairns, responded to this reviewResponded August 25, 2009

Thank you to the reviewer for taking the time to write. We loved the 'good' and concur that we do have the best location in Cairns and that we are blessed with our balconies and views over the Marina and Trinity Bay.

We do have a small handful of rooms that overlook our tropical gardens that make up some of the Superior accommodation category. Some of our guests love these rooms because of the easy access to the pool and gardens (read kids). Demand is pretty high for these rooms as there are only 38 but as you have already noted most guests on holiday will upgrade to the Bayview, Marina View or Horizon Club accommodation.

Great pointers and delighted this guest enjoyed their Cairns holiday.

Rob Weeden
General Manager.

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Reviewed July 20, 2009

Stayed in standard bayview room booked three rooms one king, two with two doubles. At first its hard to find rooms as one was on one level and the others on level two and the longest corridor in history which became a joke amoungst us all but the incredible cleaning staff always on hand with a smile to guide you in the right direction. My sisters room had a large stain on the carpet which at first glance looked like blood but when I got to my room it had a few drops of the same stain which looked like it was red wine. A very comfortable bed and the best pillow which a cleaner went above and beyond her duty to find out what brand they were as we couldn't find a label. The only thing that erks me is mould in the shower which was in my room and sure enough it was also in the other two rooms that I booked. I really don't think the cleaners get enough time to take care of this issue they are extremely busy and are run off their feet starting early and finishing around 4ish. My shower had a problem with its drainage and had to soak up the floor with towels which was fixed the very next morning as soon as I reported it to the cleaner. My key stopped working and I was told quiet sternly not to put my key near my credit card which was a bit hard as it was in the safe. But the lady behind the counter really didn't want to hear about it because it was just my fault. One hour later the new key didnt work and it was only on the table by itself and in my pocket by itself. Breakfast was included in our package and 5 days of the same hot food was a bit boring it would have been nice to have a variety even if they only added baked beans. But apart from the mould and the stern lady it was still a pleasant place to stay and I would stay there again because the good made up for the bad. And speaking to my travel companions they wouldnot hesistate in staying there again. Oh forgot to mention the great view.

  • Stayed: July 2009
    • Value
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2  Thank stellaluna45
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
RugbyRob, General Manager at Shangri-La Hotel, The Marina, Cairns, responded to this reviewResponded July 23, 2009

Many thanks to the reviewer for remembering the great views and also for endorsing the housekeeping team on their efforts. We concur they do work very hard and would be one of the best teams a General Manager could hope for.

Mould is of course an issue in any tropical environment however we are pretty confident the team have this potential issue well at hand. Very rarely do we receive this feedback and do hope that the room attendant rectified the problem immediately. The request here is that if any guest has an issue with the room please let us know while you are still with us so that we can rectify the problem immediately.

I’m also happy to advise that our ladies and gentlemen in housekeeping are allocated more time per room than any other property in the city, such is our commitment to guest satisfaction and our Shangri-La Quality Standards.

Rob Weeden
General Manager.

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Reviewed July 15, 2009

I'm not one for reviewing things but had such a "memorable" time here it deserves mention. OK what's good - location and rooms etc are all good, oh and the best omlette for breaky I've had anywhere. The bad, well when you get so little time off and hope to have a relaxing time then the check in staff can make or break you and we were definately broken! We requested early check in, arrived with no room ready. Sent away and told we'd be called, normal check in is 2pm, 2.30pm rolls by and no word. Back to front desk and more excuses and sent away again. Wife steps in as my fuse is getting short and manager gets room ready pronto, bottle of bubbly and a promise of an upgrade on our return to Cairns the next week.
I must say I was pleased with the manager (Peter from memory) but the girls at the front desk had care factor of zero preferring to rely on nice frinch accents rather than good service. OK a week rolls by and we're returning to Cairns, the lovely wife calls the night before to check that promised upgrade to a 1br suite was locked in, told it was. Checked in the next day and get to the room only to realise we've been downgraded - same room but lesser view side of hotel. Call back to reception to be told "Is there a couch in the room, then that is what we call a suite!!!" Not good enough so back to reception and arrogant little upstart lies to our face saying it's a suite. New manager on who also tries to lie about it being a suite. Fuse completely gone now so curtly recomend he rethink the issue, our rooms are changed and behold we arrive at a real suite..and a very nice one at that.
Now our week break was to relax from hectic lives, sure this hotel is nice but both experiences with reception at the start and end of our holiday really could have ruined our break. Thank god for KEWARRA BEACH RESORT where we stayed for 4 nights - a tropical haven with most attentive staff, not 5 star per se but so relaxing!
So if you don't mind jumping up and down for service then you may like Shangri la but from this experience I will never stay with this chain again. They rate themselves as 5 star but fail dismally in their service.

  • Stayed: July 2009, traveled as a couple
    • Value
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1  Thank TravelingTravisty
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
RugbyRob, General Manager at Shangri-La Hotel, The Marina, Cairns, responded to this reviewResponded July 23, 2009

As usual we do thank all reviewers for taking the time to write. We are grateful that the reviewer has acknowledged the efforts of our Duty Manager, Peter for is efforts in facilitating the check-in on the first stay and the breakfast crew will be wrapped with the omelette endorsement too.

It was disappointing for us to read that the reviewer has felt they were deceived and for that we do apologise as it certainly would never have been the intention. We can assure readers that our endeavour is to demonstrate honesty, care and integrity in all of our relationships with customer loyalty being a key driver.

Rob Weeden
General Manager.

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Reviewed July 14, 2009

We stayed here in July in a recent family vacation. The positives were very clean room, very comfortable bedding, spacious room, air conditioning, central location to downtown Cairns, right next to Cairns reef departure terminal, access to local fitness center, and friendly / helpful staff at hotel. We didn't have a room with a view (didn't pay for it, so can't comment); we didn't eat at hotel at all (no comment); concierge was good at booking trips but totally unable to help with tips or recommendations as to what we might like to do; we had to book 2 rooms as max guests/room is three - added to the expense but nice to have a separate parents room. Downtown Cairns was busy, 'party' atmosphere during our time there - this isn't a hotel with a great beachfront location, the hotel itself didn't get a lot of noise, but you are right in the thick of the action when you step off the premises. The property is on the Esplanade and it was pleasant to walk along the boardwalk - the ocean near property looks more like a mudflat when the tide is out. Overall, I think it is the best hotel in the area, very central location if you want to be near all of the action.

  • Stayed: July 2009, traveled with family
    • Value
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4  Thank obdocSanJose
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
RugbyRob, General Manager at Shangri-La Hotel, The Marina, Cairns, responded to this reviewResponded July 23, 2009

Thank you to the reviewer for the terrific review and kind words. Shangri-La is located at the heart of the Cairns dining precinct so we thoroughly agree with the reviewers ‘overall’ summary.

Rob Weeden
General Manager.

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Reviewed July 7, 2009

My wife and I stayed at this hotel as a stopping place before moving to another location. We stayed one night after flying from Brisbane to Cairns, one night before flying to Lizard Island and two nights before flying back to California.

The hotel was very clean and classy. Front desk personnel were helpful. The rooms were nice. The rates varied quite a bit depending on whether there is a view of the marina and water. Also, we were able to get a very good rate only a few days ahead of time for one of our stays as business seemed slow.

Our rates were about 200 USD for view rooms booked from California through Classic Vacations (a US travel group). The room that we booked at the hotel was 155 AUD but without a view.

The hotel is very large and two of our rooms (view) were a long way to the lobby. It is a little inconvenient if you are carrying your own luggage and each time you leave the hotel. Our least expensive room was close to the lobby.

If you like breakfast - they have a very, very nice buffet - inquire about becoming a Shangri-La "Golden Circle" member which provides half price of 16 AUD versus 32 AUD, full price. At the front desk they asked if I wanted to be a member and I initially said no (few Shangri-La's in the US) but they said breakfast was half price and I like my breakfast.

We did not like Cairns too much. There is a beautiful esplanade but no beach. The town is pretty touristy with many backpackers. A main attraction is going on one of the many boats to a place where you can dive or snorkel over the coral reefs. Also, the Daintree Rainforest is a popular tour as is the cable car to Kuranda and the train from Kuranda.

The hotel is fairly secluded from the main part of town which we found very beneficial. There is a good selection of restaurants with views of the water in the same complex as the hotel.

  • Stayed: May 2009, traveled as a couple
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3  Thank Carmel_CA
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
RugbyRob, General Manager at Shangri-La Hotel, The Marina, Cairns, responded to this reviewResponded July 23, 2009

Fabulous sunrise picture! Mornings in Cairns are spectacular with the sun coming up over East Trinity and dancing on the waters of the Marina. Many a morning we have started with a bowl of corn flakes on the balcony watching the yachties and reef fleet crews readying themselves for the day ahead. It’s a terrific way to start the day.

Indulgence aside thank you so much to the reviewer for the kind words and particularly the references to the helpfulness of our Front Office teams.

Rob Weeden
General Manager.

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Reviewed July 7, 2009

I stayed at this hotel for 3 nights with a friend and we had a fab experience right from the start. We arranged airport pick-up and were amazed (and somewhat amused) to find a limo awaiting!

The hotel was beautiful and our room was lovely, even though we didn't upgrade to a Marina/Horizon Club room. The room was spacious and very clean and the bathroom was nice too. Room service was great- our look was always left looking spotless and we would find anything we left lying around the room folded or neatly arranged.

The location was great and perfect for those who want to go out to the Great Barrier reef as it is right near the marina.

We found hotel staff extremely friendly and helpful. The only problem was that we were not able to check in early and the lady failed to inform us that there was a "Early Arrivals Lounge", so we spent 3 hours walking around aimlessly.

However, we had no other problems and were overall extremely pleased with our stay. We just wish we had arranged to stay there longer!

  • Stayed: July 2009, traveled with friends
    • Value
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    • Cleanliness
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3  Thank Wizardess1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
RugbyRob, General Manager at Shangri-La Hotel, The Marina, Cairns, responded to this reviewResponded July 23, 2009

Well we can assure the reviewer that we love our guests staying longer too. Thrilled to read that they stay with us was so enjoyable and they were able to make their Cairns holiday a memorable one.

As for the early arrivals we actually work very hard between the Front Desk and Housekeeping to have our guests settled as soon as possible and do sincerely apologise that we let this arrival slip. Most guests will either opt to go walkabout and explore the Pier Complex and Marina or position themselves at the pool.

Rob Weeden
General Manager.

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Additional Information about Shangri-La Hotel, The Marina, Cairns

Address: Pierpoint Rd, Cairns, Queensland 4870, Australia
Location: Australia > Queensland > Cairns Region > Cairns
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Children Activities (Kid / Family Friendly) Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access
Hotel Style:
#5 Business Hotel in Cairns
#8 Luxury Hotel in Cairns
#8 Romantic Hotel in Cairns
#11 Family Hotel in Cairns
Price Range: $155 - $352 (Based on Average Rates for a Standard Room)
Hotel Class:5 star — Shangri-La Hotel, The Marina, Cairns 5*
Number of rooms: 255
Official Description (provided by the hotel):
Ideally located in the heart of Cairns, the Shangri-La Hotel overlooks Marlin Marina, Trinity Bay and the lush green mountains of Cairns.The hotel is just ten minutes' drive from Cairns International Airport, and a short stroll to the Esplanade Lagoon and Cairns' premier dining precinct. The hotel offers airy, modern accommodations with elegant furniture and spectacular views. ... more   less 
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Also Known As:
Shangri-La Hotel, The Marina, Cairns Hotel Cairns

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