At the outset, let me say this is a fabulous hotel. The fittings, professionalism of most staff and general vibe of the place is sensational. Apart from a very dated entrance doorway to the lobby, most things were first-class.
However, we were given a room right above the loading bay - which we were not aware of at the time, and spent the first night woken virtually every single hour by bins loads of bottles being tipped into a recycling bin below us on a Monday night (room 212). Presumably the casino bars empty their bins all through the night and I would suggest the hotel could benefit by asking casino staff to hold off empyting these until well into the next morning. I went down to complain to the overnight duty staff member at 4.30am. So, at almost $300 per night, our first night was non-existent.
The overnight staff member told me that someone would contact me when day staff arrived after 8am, which I accepted as being reasonable and went back to bed, as the casino had closed by then. They didn't. I went back down at 10am to follow up and the day staff members had no record of my complaint. Sorry - not good enough for a 5-star hotel. The lady at the front desk kindly arranged a room transfer to 503 where we thoroughly enjoyed our remaining 2 nights.
As we booked through Hotels.com, I fear we were deliberately given a dud room over the loading bay (212) and, having paid in advance, had no recourse. I read of everyone else's water views and delightful stay and just wish we had started on the right foot. There was no apology or acknowledgment of our problem and no apology for the complaint not being recorded (even though the european man who took my complaint wrote it all down).
That aside, the hotel is in a sensational location and is handy to the city centre, the casino and has first-class concierge staff - Matthew and Andrew were so refreshingly genuine and helpful. The China Cafe in the casino foyer was sensational.
- Official Description (provided by the hotel):
- Nestled by Trinity inlet and cruise liner terminal, the five-star Pullman Reef Hotel Casino is Cairns most prestigious hotel. Each of our luxurious rooms has its own spa bath, separate walk in shower and garden balcony overlooking the city or water views. A roof-top swimming pool, gym, four restaurants and bars, boutique casino, conference spaces and a unique Wildlife Dome. ... more less
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- Also Known As:
- Pullman Reef Hotel Cairns
- Accor Reef Hotel
- Sofitel Cairns
- Cairns Sofitel