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“Too Bad For Words”

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DoubleTree by Hilton Hotel Cairns
Ranked #12 of 63 Hotels in Cairns
Certificate of Excellence
Reviewed 18 August 2010

Absolutely Appaling! To get to our room, we had to walk on and 'outside corridor' which was grotty and had strange people that didn't stay in our hotel or work there lurking around at night. Our first room didn't have an electronic lock, so we were forced to move (even though the staff ensured we'd be safe, even with the murderous looking people hanging around). Our next room was discusting! All the furniture was thick with grime, the beds and bath had hair in them, the curtains were taped up with gaffa tape, the air con was stuck on 47 degrees (which I didn't even know was possible until I nearly cooked to death!), the carpet was gross and finally, to top of the room, the tv didn't work!
The lifts were dodgey and would sail straight past your level, the pool was clean but the area around it was covered in something black and slimey, the only thing I really enjoyed was the food (which was lovely!) the bar (which had really friendly staff that would give my children and my sisters children free pringles and colouring books) and the trip desk (which had a really nice woman that would get us trips for a fraction of there original price!)
Overall I'd give this hotel a 3/10.

  • Stayed: April 2010, travelled with family
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1  Thank sightsandsun
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
AdamGlass, General Manager at DoubleTree by Hilton Hotel Cairns, responded to this reviewResponded 24 August 2010

Dear Guest

Thank you for your feedback.

It appears that during your stay you were not entirely happy with your experience.
In reference to some of the points made I have referred to the managers log for April and am unable to find any issues surrounding lift errors or reports of "murderous looking people hanging around"


All guest rooms are fitted with electronic locking systems as standard and you will be pleased to know that the hotel has recently completed a multi million dollar refurbishment to include all guest rooms, bathrooms and lobby area.

I will address your concerns with the relevant department heads; I was pleased to read that you enjoyed the food and beverage at the hotel and that the children enjoyed the free gifts.
I will also pass on your comments relating to the discounted trips to the tour desk manager.

Once again thank you for your feedback.

Kind regards

Adam

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1,911 - 1,917 of 2,240 reviews

Reviewed 16 August 2010

I’ve been staying here with work on & off for the past 5 years. The staff have always been helpful & the location great (you can walk to everything!). In the past the rooms looked tired & dated...They have now been updated & look great (see photo’s). Flat screen T.V with pay T.V channels, soft & hard pillow choice, sitting chair, nice lighting and good air conditioning. On the down side? To be honest there’s not much to say: you’ll hear the occasional person dragging their case past your door (as it’s a tiled outdoor walkway), the bathroom is small – but it’s functional & clean (the same could be said for the hotel gym). All in all – I wouldn’t rave on about this hotel – but if I was visiting (not with work) I’d stay here & would happily recommend it :O)

Stayed: August 2010, travelled on business
1  Thank LittleAnnieM
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
AdamGlass, General Manager at DoubleTree by Hilton Hotel Cairns, responded to this reviewResponded 23 August 2010

Dear Guest

Thank you very much for your positive feedback and taking the time to pass it on. I was glad to read that you have enjoyed your previous stays and have seen firsthand the upgrades to the hotel.

You positive feedback will be passed onto all the staff and I thank you once again for sharing your experience, I hope to welcome you back to the hotel when you are next in Cairns.

Kind regards

Adam

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Reviewed 14 August 2010

Newly renovated full service hotel-- they were putting up the new signage while we were there. The service is excellent-- especially Manager Ilona Klomp. If you had an issue or a question Ilona took care of it. The entire staff give excellent service in all areas from initial greeting to getting you a cab to the airport. Rooms are very clean, fresh, and well furnished. Some have exceptional harbor views. Beds are very comfy-- we slept well each night after our adventures in N QLD and GBR. The lobby is nice, gardens are nicely kept, the barramundi feeding is not to be missed for kids. The hotel is adjacent to the Esplanade and a short walk to the Cairns CBD- a bit longer walk to The Pier and the harbor area. It is just far enough out to be away from the hustle- bustle of the restaurant/ club area downtown. We used the Esplanande for a daily walk so it was a perfect location for us. The pool is nice. The one shortcoming is the dining room-- it has the ambiance of a university dining hall. Breakfast is tasty-- however we skipped the dining room for lunch and dinners. Overall I would rate Holiday Inn as a "best buy" in Cairns lodging. We had friends staying at the ( higher rated ) Hilton and we had a much nicer stay than they did.

  • Stayed: August 2010, travelled with family
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Thank DallasGBRdiver
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 10 August 2010

We booked a for 4-day stay in Holiday Inn Cairns with full payment made. Just 2 days before we left for Carins, we received a call from the on-line booking agent that the hotel had cancelled our booking in order to house a group conference. Although Holiday Inn gave us a full refund, they did not offer any alternatives. Luckily, the on-line booking agent was very kind to help us with a 'urgent' booking to Rydges Tradewinds, which is next door to Holiday Inn. We enjoyed our stay in Rydges.

Folks, don't feel secured even if Holiday Inn had accepted and confirmed your booking. It can be cancelled with short notices at their discretion. It was my real encounter.

Stayed: August 2010, travelled with friends
1  Thank dcc78
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
AdamGlass, General Manager at DoubleTree by Hilton Hotel Cairns, responded to this reviewResponded 23 August 2010

Dear Guest

Thank you for taking the time to provide feedback regarding your recent visit to Cairns.

I hope this experience has not left you with a negative impression of the hotel, as communicated with you last week the on-line booking agent did not make a reservation for you at the Holiday Inn Cairns.

I would like you to consider staying at the hotel when you are next in Cairns and experience the recently upgraded facilities that are second to none.

Kind regards

Adam

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Reviewed 10 August 2010

Used Wotif to book a mystery room and was a bit worried with earlier reviews. Stayed 10 nights from 21 july and everything was great . Room was ready when we arrived a little early, nothing to much trouble for reception staff. Luggage was waiting in the room before we finished booking in. Bed was comfy, room clean and the balcony was great to watch the world go by.Nice touch was the bowl of fruit and fresh milk delivered by room service.
Loacated at the end of the busy part of the esplanade so was an enjoyable walk at 8am or 12pm.An easy walk to the reef terminal and close to city centre.
Sue on the tour desk a mine of information and always right with her recommendations
Atrium looks good the Fish are huge and the bar always welcoming
Trip was to visit son posted there and would we stay again CERTAINLY

Stayed: July 2010, travelled as a couple
1  Thank spook7
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
AdamGlass, General Manager at DoubleTree by Hilton Hotel Cairns, responded to this reviewResponded 18 August 2010

Dear Guest

Thank you very much for your positive feedback and taking the time to pass it on. I was glad to read that you enjoyed your stay and you tried the hotel despite having some concerns from reviews you had read.

I definitely agree with you that walking along the Esplanade in the morning is great and the number of birds out at that time is just fantastic. The Barramundi fish feeding combined with the Rain Forest Atrium ensures a memorable experience. I was also glad that you enjoyed the high level of service from our staff.

Thank you again for your feedback and we look forward to welcoming you back hopefully in the very near future when you are next in Cairns.

Kind regards

Adam Glass

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Reviewed 2 August 2010

Rooms were new. Great hotel! Staff were very helpful. We bbq'd at the hotel, and they provided us with everything. The hotel is right on the beach and can walk to everything.

  • Stayed: July 2010, travelled as a couple
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1  Thank MargandMike
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
AdamGlass, General Manager at DoubleTree by Hilton Hotel Cairns, responded to this reviewResponded 18 August 2010

Dear Guest

Thank you very much for your positive feedback and I appreciate the time you have taken to pass on your experience.

I am glad to read that you enjoyed your stay and you were able to take advantage of the location, great refurbished rooms and pool facility with contained BBQ area. We take great pride in delivering a truly memorable guest experience.

Thank you again for taking the time to write your feedback and we look forward to welcoming you back to Holiday Inn Cairns on your next visit to Cairns.

Kind regards

Adam Glass

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Reviewed 29 July 2010

5 of us stayed for four nights in a king and a twin double room. Arrived tired and jet-lagged at 8.30 am and we were delighted to be given the twin double bedded room straight away. A knock on the door at 11.30 informed us that the king room was ready. The king room was very spacious and had a balcony looking out on the esplanade. Both rooms were nicely furnished and the beds were very comfortable. Unlike some other reviews we had no problems with the air conditioning in either of the rooms. There was plenty of towels and toiletries however the bathrooms are tiny but functional. Loved the fact that the fridges were empty and we could chill our own drinks. I agree with a previous reviewer that wine glasses would have been nice! The pool area is lovely and the on site bottleshop serves as the pool bar. We had breakfast for two people per room included in our rate along with stay for four nights and pay for three, through Trailfinders. Breakfast buffet was excellent with a great variety of options. Very pleasant staff from the duty manager Aaron on check in to Sue on the tours desk. The only minor gripe for us was the hotels pc's are pretty slow and internet access is not cheap. Free wifi would have been nice.

  • Stayed: June 2010, travelled with family
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1  Thank LOELK
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
AdamGlass, General Manager at DoubleTree by Hilton Hotel Cairns, responded to this reviewResponded 18 August 2010

Dear Guest

Thank you for choosing to stay at Holiday Inn Cairns and for taking the time to pass on your feedback. I was glad to read that you enjoyed your stay and you were able to enjoy the view from your room.

We pride ourselves on having a high level of service and product (the pillow top beds are fantastic and the on-site bottle shop very convenient) and I am glad that you were able to see this with your experience in our staff and restaurant. This feedback will be passed on to the team as well as the need for wine glasses in the room.

Thank you again for taking the time to write your feedback and we look forward to welcoming you back to the hotel hopefully in the near future.

Kind regards

Adam Glass

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This response is the subjective opinion of the management representative 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:
Region: Australia > Queensland > Cairns Region > Cairns
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre 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: £88 - £191 (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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