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“Excellent Stay” 4 of 5 bubbles
Review of Hilton Cairns

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Hilton Cairns
Ranked #6 of 65 Hotels in Cairns
Certificate of Excellence
Charlotte, North Carolina
Level Contributor
10 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
“Excellent Stay”
4 of 5 bubbles Reviewed 3 January 2014

We stayed in the Hotel for 2 nights.. the staff was welcoming and and amnites are excellent for a luxury stay. Only concern I have is no Wifi in the Room and no laundry services fro the room rates. I would suggest this hotel.

  • Stayed December 2013, travelled as a couple
    • 4 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
Thank happytraval
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
John L, General Manager at Hilton Cairns, responded to this review, 7 January 2014
Dear Traveller,

Thank you for the Tripadvisor review following your stay with us here at Hilton Cairns. It’s great to read that you’ve enjoyed your visit and found the team to be welcoming and friendly. 2 nights is only a brief stay when you’ve travelled as far as you have ! – so I hope you can visit the Tropical North again sometime.

Yours sincerely,

John Lucas| General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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2,085 reviews from our community

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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    4 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (413)
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English first
world
Level Contributor
6 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
1 of 5 bubbles Reviewed 3 January 2014

Toilet dual flush, only one button worked and it had to be held down manually for any flush duration. The button occasionally fell out altogether. Pop up waste for the “spa bath” stem was rusted away and the plug assy left on the side of the bath for manual insertion. Tile joints around the bath cracked and open. Silicone beads around the bath and shower area filled with mould. Power point in the bathroom did not work. Gaps between many tiles with missing grout. Mouldy blind between bathroom area and main room. Ants in room. The “spa bath” is so small only a child could fully immerse themselves in it, basically it is unusable for an adult. Shower screen is a glass sliding door with a gap under that usually ensures the majority of the bathroom floor is wet after a shower. Overall the quality of housekeeping was below average. Housekeeping one day did not replace any towels and left the old bath/shower mat sitting on the toilet. Housekeeping the next day knocked on the door around 9:30AM and were asked if they could come back in around half an hour. At 3:30 PM housekeeping had not been back and guests had to ask reception to organise a room make up. Housekeeping turned up around 4:00PM. This time all towels were left in a single pile on the vanity. Soap holders do not drain and pooled water. Everyday soap build up was left on these soap holders. There was one only cake of soap on arrival and only 2 more left over 5 days, all left to melt down in these soap dishes. Each day toiletries overall were not replaced. The guest book states that bed sheets will be replaced every three days, ours were not after 5 days. The toilet roll holders may have been obtained from a public toilet as it takes standing and turning around and the use of both hands to obtain more than half a sheet of paper from the roll because the cover is pressing so heavy on each roll. Access from rooms to the main lift lobby is open air outdoor walkways. This open area between the two towers and every level also makes rooms noisy from many room doors slamming shut night and day. Old cigarette butts littering the balcony garden. No daily news paper delivered as advertised. Iron in the room did not work, housekeeping had to be contacted to obtain a replacement. Air conditioning has a huge dead band, it is either continually running and too cold, or off and too hot, basically impossible to set at and maintain a standard 23 degrees Celsius.

  • Stayed January 2014, travelled as a couple
    • 1 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 1 of 5 bubbles
      Sleep Quality
    • 1 of 5 bubbles
      Rooms
    • 2 of 5 bubbles
      Cleanliness
    • 3 of 5 bubbles
      Service
Review collected in partnership with Hilton Hotels & Resorts

Helpful?
5 Thank nooneWorld
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Scott W, General Manager at Hilton Cairns, responded to this review, 20 October 2016
Dear nooneWorld,

Thank you for taking the time to post a review on Tripadvisor.

I was extremely disappointed to read your comments about our staff as they do try very hard to ensure all of our guests have an excellent experience. Your feedback has been shared with the management team who will take the necessary action to ensure an improvement.

Thank you once again for your feedback, and hopefully we will have another opportunity to welcome you in the future.

Yours sincerely,

John Lucas | General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
San Francisco, United States
2 reviews
5 of 5 bubbles Reviewed 3 January 2014

We had a 2 night stay there, as had a full day of diving out of Port Douglas. The facility itself was great and the location is even better. Right next to the Esplanade with restaurants galore, as well as the Marina, which has all the tourist type attractions, (which did appear pretty pricey, even for a tourist destination). Clean rooms, beautiful views, and staff were just great to be around. They were very accommodating to us when we checked in and helped us with our restaurant choices. We had room service which delivered as promised and was well priced. We would come back in a heart beat.

  • Stayed December 2013, travelled with family
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Review collected in partnership with Hilton Hotels & Resorts

Helpful?
Thank Michael H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
John L, General Manager at Hilton Cairns, responded to this review, 7 January 2014
Dear Michael,

Thank you for taking the time to complete a Tripadvisor review following your recent stay at Hilton Cairns. I was delighted to read that your experience was enjoyable and it was a pleasure to meet you and the family. It is our goal to ensure that every guest experience is as positive as yours so your feedback is greatly appreciated.

I hope we may welcome you back to Hilton Cairns in the future.

Yours sincerely,

John Lucas| General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Brisbane, Australia
Level Contributor
70 reviews
34 hotel reviews
common_n_hotel_reviews_1bd8 58 helpful votes
5 of 5 bubbles Reviewed 3 January 2014

I stayed here with my husband on a mixed business/leisure trip for 4 days/nights. Our room wasn't ready on arrival but the porter held our bags and I received a call less than an hour later that our room was ready.

The room was well appointed and very clean (very important to me). We had a view of the bay and the Marina; a lovely thing to enjoy in good weather. I don't normally use balconies but it was such a relaxing view that I did on this occasion. The gift of chocolate covered coffee beans and personally addressed welcome card signed in ink by the general manager was a great touch and much appreciated.

Loved the toiletries; good quality.

One downside - the restaurant below has live music going in the afternoons until about 9pm at night; quite loud. Loud enough that we contacted reception and asked if it was possible to move rooms. In the end, the music finished and we didn't move -- I think the place was fully booked.

Can recommend the Hanuman Cairns restaurant downstairs for dinner - will expand on this in a separate review.

Well done, Hilton Cairns, you'll be my first choice next time.

  • Stayed September 2013, travelled on business
    • 4 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank AshfromBrisbane
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
John L, General Manager at Hilton Cairns, responded to this review, 7 January 2014
Dear Ash,

Thank you for the review – we appreciate the great feedback. I’m pleased that you’ve enjoyed a 4 day visit.. some leisure and some work (I hope more of the Leisure !) and you’ve found the team friendly and took some time to enjoy the great water views. I understand your commentary on the live music and just to re-assure visitors there are performances 2 nights a week which finish at either 8.00pm or 9.00pm.

We look forward to welcoming you back again on your next trip to the Tropical North.

Yours sincerely,

John Lucas| General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Edinburgh, United Kingdom
Level Contributor
41 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
5 of 5 bubbles Reviewed 2 January 2014

I spent two weeks here after a spell in Intensive Care in Cairns Base Hospital (which was superb in its care) and could not have had a better place to recuperate. The staff went out of their way to be friendly and helpful. All in all it is an outstanding hotel, well managed, with excellent staff at the front desk, in the restaurants and in the room staff.

  • Stayed November 2013, travelled solo
    • 4 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
1 Thank Bert_travels0208
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
John L, General Manager at Hilton Cairns, responded to this review, 7 January 2014
Dear Bert,

Thank you for the review and we trust you’ve made it back home safely and you’re back to full health. We were very happy to lend assistance as needed and hope that you can come back to the Tropical North and actually enjoy some proper holiday time on another visit. Best wishes to you Bert.

Yours sincerely,

John Lucas| General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Sydney, Australia
Level Contributor
34 reviews
33 hotel reviews
common_n_hotel_reviews_1bd8 72 helpful votes
1 of 5 bubbles Reviewed 2 January 2014 via mobile

I have stayed at around 10 different Hilton hotels over the last 12 months, some multiple times. Hilton Cairns is the worst by a long way.

Stayed 5 nights in King Spa Room. As others have noted, it's a small bath barely useful for one person. Could not use it the nights we wanted to as 2 of the 5 night stay we had no hot water if you can believe that. When I advised management was given the run around. At first it was just my room then next day it wasn't so anyone's guess.

Arrived by taxi, no help until I had already lifted our bags up the stairs.
Check in staff somewhat unhelpful and condescending.
Room was dirty, had some sticky substance all over bedside table.
Housekeeping poor, room not made up until mid to late afternoon each day.
Room service trays with food left to fester in heat for over 24 hours out front of rooms.
Pool area depressing, get there early or no lounges will be available, only chairs or lie on grass.
Breakfast average quality and variety. Most days did not even have decent fruit such as pineapple.
Lobby is soulless,stale and dull.

Was given access to use the Executive Lounge for 3 nights and even that was poorly organised.

Hilton Cairns is a 3 star hotel stuck in the 80's. It is in no way deserving of being branded a Hilton property. It's certainly not a property I would ever visit again and in fact since staying here have discovered many HHonors Gold and Diamond members that also refuse to come back here when in Cairns.

Stayed December 2013, travelled as a couple
Helpful?
7 Thank Chesty1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
John L, General Manager at Hilton Cairns, responded to this review, 9 January 2014
Dear Chesty1,

I am sorry to read of your poor experience here at the hotel and appreciate the feedback. Be assured we are committed to guest satisfaction and have reviewed your comments in detail.

Yours sincerely,

John Lucas| General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Townsville, Australia
Level Contributor
21 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 21 helpful votes
2 of 5 bubbles Reviewed 2 January 2014 via mobile

We were very disappointed with our latest stay at the Hilton in cairns. We have usually stayed in their suites which have even very nice. This was out first time staying in a different room type. We had a spa room on level 8. When we arrived the glass between the bathroom and bedroom was filthy. There was tomato ketchup on the big leather chair (at lest I hope it was ketchup) and the lamp shade had disgusting dirty water marks all over it. The floors had not been vacuumed and had hairs and dirt all over them. We phoned reception and they sent housekeeping up while we were out but to be honest the only difference I saw was that the room was vacuumed. I didn't allow the children to sit in the chairs as they were so dirty or walk on the carpet without shoes. I was totally shocked at the level of cleanliness. As a diamond member I just expected far better. We visit cairns about 5 or 6 times a year and will be staying the shangri la on our next visit.

  • Stayed December 2013
    • 3 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Rooms
    • 1 of 5 bubbles
      Cleanliness
    • 3 of 5 bubbles
      Service
Helpful?
5 Thank coug77
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
John L, General Manager at Hilton Cairns, responded to this review, 9 January 2014
Dear Coug77,

Thank you for the review and feedback following your stay with us. I invite you to make contact with me directly so we can discuss further and apologise for the short comings in Housekeeping standards. These issues have been discussed in detail with the team members concerned.

Yours sincerely,

John Lucas| General Manager
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 Hilton Cairns

Property: Hilton Cairns
Address: 34 Esplanade, Cairns, Queensland 4870, Australia
Phone Number:
Region: Australia > Queensland > Cairns Region > Cairns
Amenities:
Bar / Lounge Beach Business Centre with Internet Access Fitness Centre with Gym / Workout Room Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#3 Business Hotel in Cairns
#3 Spa Hotel in Cairns
#5 Luxury Hotel in Cairns
#6 Romantic Hotel in Cairns
#12 Family Hotel in Cairns
Price Range (Based on Average Rates): ££
Hotel Class:5 star — Hilton Cairns 5*
Number of rooms: 262
Official Description (provided by the hotel):
Located in the heart of the city, the Hilton Cairns hotel is the perfect base for exploring the diverse wonders of this truly unique region, famous as the meeting place of two natural wonders, the Great Barrier Reef and World Heritage Rainforest. Our modern and inviting Cairns hotel rooms and suites are luxurious oases of comfort and convenience, offering pristine new bathrooms and spacious balconies with views of Trinity Inlet or Cairns Esplanade and the unique cityscape and blue-green mountain ranges beyond. Stay connected with the latest technology in the fully-equipped business centre. Enjoy relaxed, alfresco dining at the award-winning Mondo Café Bar and Grill on the waterfront, or discover authentic italian flavours at "Donninis "Simply Italian". Experience modern, tropical, paradise today! ... more   less 
Reservation Options:
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Also Known As:
Hilton Cairns Hotel Cairns
Hilton International Cairns
Cairns Hilton International

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