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.
- 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