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“Rather a let down”

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The Reef House Palm Cove - MGallery Collection
Ranked #5 of 12 Hotels in Palm Cove
Certificate of Excellence
Melbourne, Australia
Level Contributor
3 reviews
common_n_hotel_reviews_1bd8 3 helpful votes
“Rather a let down”
3 of 5 bubbles Reviewed January 5, 2014

The location was the only thing we were really happy with. Busy time hotel full, but not enough staff, rooms were rushed when cleaning, found sand in the beds and other items proving they were just pulled up and staightened. hotel in great need of TLC, Beds extremely uncomfortable, and the pillows made it worse they were dreadful. outside loungers and chairs extremely uncomfortable. would not consider staying here again unless they were to renovate.and employ adequate staff.

  • Stayed January 2014, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank joan h
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Brett S, General Manager at The Reef House Palm Cove - MGallery Collection, responded to this review, February 17, 2014
Dear Joan H,

Thank you for taking the time to tell us about your experience at the The Reef House Palm Cove. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies.

At M Gallery, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. It is always disappointing to hear when a customer is let down by our service or a product. I have taken your response on board and I am happy to let you know that the second phase of refurbishment is on its way.

We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future.

sincerely,

Brett Skinner
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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705 reviews from our community

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Rating summary
  • Location
    5 of 5 bubbles
  • Sleep Quality
    4 of 5 bubbles
  • Rooms
    4 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4 of 5 bubbles
Traveler tips help you choose the right room.   Room tips (161)
Date | Rating
  • Chinese (Simplified) first
  • Dutch first
  • English first
  • French first
  • German first
  • Italian first
  • Spanish first
  • Any
English first
Townsville, Australia
Level Contributor
18 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
4 of 5 bubbles Reviewed January 4, 2014 credit card Amex Card Member Review

Whenever we stay at Palm Cove we choose to stay at the Reef House - great ambience. It is not the newest or the most upmarket resort but it is relaxed and has a great tropical feel. It would be great if we were able to make the room a bit cooler at night - our a/c seemed to be governed at 23!

Stayed December 2013, traveled with family
Helpful?
Thank Carol M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Brett S, General Manager at The Reef House Palm Cove - MGallery Collection, responded to this review, February 17, 2014
Dear Carol M,

We very much appreciate your comments regarding your stay at the The Reef House Palm Cove. It is always a pleasure to receive positive feedback.

I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services.

Thank you again for sharing your experience, and we look forward to having you back at your favorite place in Palm Cove.

Sincerely,

Brett Skinner
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Melbourne
Level Contributor
8 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
2 of 5 bubbles Reviewed January 1, 2014

We come from Port Douglas,Peppers Beach Club, which was amazing to "Old World Charm". Unfortunately, only old, but not charm at all we experience in Reef House.
We book King room with balcony swinging chair(our anniversary) but got large, smelly room with two extremely uncomfortable beds located next to wall. We wait for room till 4pm on very hot day. Receptionist promise to us king size room with the swing on the porch, what we originally book and requested. Room what we got was overlooking parking with bathroom without shower head. Unable to have wash without washing your hair. Staff did not tell us about 5pm punch and canapés and show no real interest in showing us resort or welcome cocktail. Luckily, next day finally around 2 pm we got king size bed room. Room was nice but from 7.30 in the morning staff was making noise, probably trowing linen through linen shut and slamming metal door. After 7.30 no more sleeping.
Garden and all place lacking in maintenance and cleanliness (palm growing in roof gutters) Pool was dirty with lot of soil inside.
Breakfast was ridiculous. Toasters were going on and off and guests need to hold powerpoint. For fresh bread there was not knife for 3 mornings. Cups was very dirty and sometimes 3 or 4 cups was unwashed placed between clean ones.
We expected beautiful, relaxing and romantic, friendly place but was 3 star family hotel experience. Choose another resort.

  • Stayed December 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Ivanka S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Brett S, General Manager at The Reef House Palm Cove - MGallery Collection, responded to this review, February 17, 2014
Dear Ivanka,

Thank you for taking the time to tell us about your experience at the The Reef House Palm Cove. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies.

At M Gallery, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. It is the hotel's tradition to take all our guests on a small tour and explain the facilties including the complimentary canapes and punch, which is a unique feature to any hotel up here in TNQ. I have also made a note about coffee cups and I have put in place new procedures to ensure that coffee stains are eliminated as well.

We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future.

Kind Regards,

Brett Skinner
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Brisbane
Level Contributor
35 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 35 helpful votes
4 of 5 bubbles Reviewed December 10, 2013

Reef House at Palm Cove was a weekend stay with family. Friendly staff, clean pools, a great room (large enough for 3) canapés and punch at 5pm to socialise with fellow guests, nice restaurant, good breakfast, and an 'old world charm' which is reminiscent of that wonderful lay back North Queensland hospitality. We felt relaxed as soon as we got to our room. Yes it may be in need of an update in parts and our sliding blinds could have been cleaner but we could not fault the location or the resort in general. Would definitely stay longer next time. Thanks Reef House you made our weekend a memorable one.

Room Tip: Ask for a room with a view of the water
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  • Stayed December 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank tartiniBrisbane
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Wayne H, General Manager at The Reef House Palm Cove - MGallery Collection, responded to this review, June 27, 2016
Dear tartiniBrisbane,

I know it has been a while since your stay with us however I just wanted to thank you for staying with us and for sharing your feedback. Take care and we hope to see you back at the Reef House again in the near future,
Best regards,

Wayne Harris
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Sydney, Australia
Level Contributor
38 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 19 helpful votes
3 of 5 bubbles Reviewed December 7, 2013

We stayed at this hotel for a week. Upon check in, a lovely gentleman (i think his name was Scott) showed us to our room and was very welcoming. We stayed in a Veranda Spa room with a view of the next door neighbour's air-conditioner. The rooms were big but quite disappointing and need a little TLC and a little refresher as everything was quite old, torn and tattered. There were a few drafts around our sliding doors and geckos made their way into our room each night and kept us awake! Cute little guys but too loud to sleep through! The beds were extremely uncomfortable and we could feel the springs with each movement. Housekeeping were great as they ensured that the room was cleaned and stocked with fresh towels daily. They never ever touched our personal belongings which is a plus! Buffet breakfast was a big let down and we ended up having breakfast at the local cafe. All staff were lovely though.

We booked a 60 minute Swedish couples Massage with aromatic oils and the lady offered us an extra 30mins discounted greatly as they were not that busy. We could not be more impressed with the service we received from Chloe and Shona. They were so attentive, warming, sweet and we wished we could have taken them back to Sydney with us!
We probably won't stay at this hotel again but we will definately visit the day spa when we return!

  • Stayed December 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Raquel C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Wayne H, General Manager at The Reef House Palm Cove - MGallery Collection, responded to this review, June 27, 2016
Dear Raquel C,

I know it has been a while since your stay with us however I just wanted to thank you for staying with us and for sharing your feedback. Take care and we hope to see you back at the Reef House again in the near future,
Best regards,

Wayne Harris
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 The Reef House Palm Cove - MGallery Collection

Property: The Reef House Palm Cove - MGallery Collection
Address: 99 Williams Esp, Palm Cove, Queensland 4879, Australia (Formerly Sebel Reef House)
Location: Australia > Queensland > Cairns Region > Palm Cove
Amenities:
Bar / Lounge Beach Business Center with Internet Access Free Parking Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#4 Spa Hotel in Palm Cove
#4 On the Beach Hotel in Palm Cove
#5 Luxury Hotel in Palm Cove
#7 Romantic Hotel in Palm Cove
#8 Family Hotel in Palm Cove
Price Range (Based on Average Rates): $$
Hotel Class:5 star — The Reef House Palm Cove - MGallery Collection 5*
Number of rooms: 69
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

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