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“Huge difference between Horizon Club rooms and standard rooms”

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Shangri-La Hotel, The Marina, Cairns
Ranked #9 of 64 Hotels in Cairns
Certificate of Excellence
Washington DC, District of Columbia
Level Contributor
13 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 21 helpful votes
“Huge difference between Horizon Club rooms and standard rooms”
Reviewed 11 March 2011

We stayed here about a week after Cyclone Yasi. Originally we were going to stay here for 1 night, go on a liveaboard for 2 nights and come back to the Shangri-La for 2 nights. Due to damage on the boat we had to change plans. Although the hotel tried to accomodate us for both nights they did not have the space for the last night. So our stay here was split into 2 different stays.

I only give this introduction because the 2 different stays here were completely different.

For the first 2 nights at Shangri-La we stayed in a deluxe marina view room. The room/halls/common areas all seemed weathered. We don't know if this was from the storm (which very well could have been) or from wear and tear. The room was spacious, but was well worn and dated. Our balcony/view was great. We were given a voucher for champagne/chocolates (as we were on our honeymoon) and they said all we had to do was call and get it sent to the room. After we settled we called and waited and waited and waited. We called again and still waited at least 45 minutes for it to come. Location was great, but for these few nights were were a little underwhelmed.

Now....the 2nd portion of our stay is a COMPLETELY different story! We checked back in a day after checking out. We were nicely greeted back and given an upgrade to a beautiful Horizon Club Suite. Once you stepped off of the elevator on the Horizon level it was a completely different hotel. There is an amazing club lounge which serves complimentary breakfast and canapes including alcoholic beverages, tea and coffee. We got the same voucher (champagne and chocolate) and within15 minutes it was served to our suite. Also...the room was spectacular!! The bed was more comfortable, climate control was far superior, the bathroom was much bigger and they even had an upgrade of amenities. The balcony was huge and we really enjoyed exclusiveness of the club level.

It seems as if they put a lot of money into the club level and the rest of the place they don't keep up as nice. I would very much suggest to splurge on a club level room! You wont regret it!!

  • Stayed February 2011, travelled as a couple
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Helpful?
Thank thrPRICESareRIGHT
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
RugbyRob, General Manager at Shangri-La Hotel, The Marina, Cairns, responded to this review, 3 April 2011
Thank you to the writer for the lovely comments about our Horizon Club guestrooms and our colleagues.

We have also noted your comments about the corridors and can confirm that preventative maintenance work has already commenced.

Rob Weeden
General Manager.
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Cleethorpes, England
Level Contributor
156 reviews
47 hotel reviews
common_n_hotel_reviews_1bd8 92 helpful votes
Reviewed 10 March 2011

We arrived at the hotel at 6am on the morning of my birthday. We had e-mailed prior to arrival to upgrade to the Horizon floor and inform them we would be arriving very early. Upon arrival they wished me a happy birthday and let us check in, which was great after flying all night. Later that morning when we went out they delivered champagne and chocolates for my birthday.

Anyone who doesn't do the Horizon upgrade is crazy!! The rooms were large, with roomy bathrooms, huge balconys, king sized beds and a lovely sitting area. The Horizon upgrade includes valet parking, breakfast, soft drinks and snacks throughout the day, daily newspapers and a two hour 'cocktail hour' between 5-7, with beer, wine and champagne, along with canapes. Claire, the Horizon hostess was an absolute gem, arranging our checkout, so the bill was ready when we went to reception and the car was waiting outside.

The hotel is in a lovely spot on Cairns Marina, with everything you could possibly want nearby. This hotel cost more than we would usually pay, but we thought it worth every penny as the location, the upgrade and the staff made it a truly fabulous birthday.

  • Stayed February 2011, travelled as a couple
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Helpful?
Thank swampduckgy
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
RugbyRob, General Manager at Shangri-La Hotel, The Marina, Cairns, responded to this review, 3 April 2011
Thank you for the wonderful comments about the Horizon Club special occasion and also the lovely words about the Horizon Club valets.

Special occasions are a favourite of our Club Floor colleagues so please be sure to let them know so that they can organise something special for you.

Rob Weeden
General Manager.
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Leeds, United Kingdom
Level Contributor
17 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed 8 March 2011

We upgraded to a tower room but had trouble getting room service. I had to ask the first day to have the room made up. Again on the third day I had to ask again. For some reason when they made up the room they didn't make the bed. The bed was only turned down at night once and we do not think the sheets were changed. I met another guest who was having the same experience and had pulled the sheets off his bed to get them to put fresh ones on.
We were on a months holiday staying in four Shangri-La hotel and this was by far the worst.

  • Stayed February 2011, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank anotherbroom38
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
RugbyRob, General Manager at Shangri-La Hotel, The Marina, Cairns, responded to this review, 3 April 2011
Thank you for the writers comments. As a best practice we change linen daily with the only exception being when the guest requests that the linen not be changed.

Turn down is provided each evening at which point the room attendants would be more than happy to provide services that may regrettably have been overlooked by colleagues.

We are in a service industry and from time to time any good hotel will have lapses to which point recovery becomes the key. I would encourage any guest to please let us know if we have not met an expectation so that we can rectify before departure.

Rob Weeden
General Manager.
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Sydney
Level Contributor
8 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 13 helpful votes
Reviewed 8 March 2011

A very nice Hotel which is nicely located. It is a great spot to be if you are new in town.
We initially stayed in a courtyard facing room and latter upgraded to a sea facing room once the room was available. The courtyard roof garden is amazing and well kept. The only problem with facing it is if you are fussy about privacy. There is a walkway around the gardens so other guests can just appear at your back door, so you may want to keep the curtain closed..... The corridors are a bit long and dim. The staff were brilliant. The restaurants below the hotel were also very nice.

  • Stayed June 2010, travelled on business
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Helpful?
Thank Kookieh
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
RugbyRob, General Manager at Shangri-La Hotel, The Marina, Cairns, responded to this review, 3 April 2011
Thank you for the lovely words and for referencing the work of our Head Gardener.

Rob Weeden
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Perth, Australia
Level Contributor
11 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 17 helpful votes
Reviewed 6 March 2011

Yes this is the old radission, but the shangri la is pretty good. Sure there are perhaps a few areas that need a make over, but on the whole I thought the staff were excellent, very helpful and couldn't do enough.

Good location by the water, when you have brekky it must be the best hotel view in Cairns. Nice restaurants as part of the pier and shops.

  • Stayed March 2011
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Helpful?
Thank Rustyoz
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
RugbyRob, General Manager at Shangri-La Hotel, The Marina, Cairns, responded to this review, 3 April 2011
Thank you to the writer for the fabulous comments about our hotel and our colleagues. We certainly are fortunate with the location of the hotel and concede that we often take breakfast at North too. The hussle and bussle of the marina in the morning is a wonderful way to start the day.

Rob Weeden
General Manager.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
wauchope
Level Contributor
2 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 6 March 2011

We travelled to the Shangri-la for our honeymoon and chose to stay in the horizon club rooms, which also gives you access to the club lounge that includes breakfast and evening canapes and complimentry tea, coffee and snacks throughout the day.
The sevice was wonderful from the moment we pulled up to the moment we left!
Our room was gorgeous with a fantastic view overlooking the marina and the mountains.
The bathroom was huge!
Our bed one of the most comfortable I've slept in at a hotel.
Each morning and evening our room was made up and of an evening our robes and slippers laid out for us.
The evening canapes were different every day with such a variety that most nights we didn't need dinner.
The room service was reasonably priced with most meals about the same or cheaper than what you would pay at a restaurant.
One thing i can recommend as a definate must do is the tropical balcony breakfast! The spread is varied and tasty, they set it up on your balcony for you and come and collect it when you're finished.
The only thing is that the Air-con is set to a constant 22.5C and for someone like me, I found that it could be a little cold, especially when we got back from a fishing trip in the rain.

  • Stayed February 2011, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
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Helpful?
Thank becjam
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Buffalo
Level Contributor
82 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 15 helpful votes
Reviewed 25 February 2011

The hotel itself needs to have the carpet replaced in the rooms and hallways. It had a moldy smell to it. Very clean though! Also, when we went to the pool, you had to be VERY careful, there was mold on the bricks and it was very slippery! This really needs to be taken care of. You have to remember that it is in the rainforest, so, you will get mold!

The overall location was great! You can walk to any shopping and around the hotel is the boardwalk with the restraunts. A lot were over-priced but we did find a couple on the far end with great food for only $10 for a sandwich, fries and a glass of wine or beer or pop!

(Karen) from the congierge desk booked our trip to the Great Barrier Reef and for the Kuranda train/tram...it was awesome and she even looked to see which would be the better day for the reef in case of rain!

We would definatley stay here again and recommend it!

  • Stayed February 2011, travelled with family
    • Value
    • Location
    • Sleep Quality
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Helpful?
Thank landinozBuffalo
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Shangri-La Hotel, The Marina, Cairns

Property: Shangri-La Hotel, The Marina, Cairns
Address: Pierpoint Rd, Cairns, Queensland 4870, Australia
Region: Australia > Queensland > Cairns Region > Cairns
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Children Activities (Kid / Family Friendly) Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access
Hotel Style:
#5 Business Hotel in Cairns
#8 Luxury Hotel in Cairns
#8 Romantic Hotel in Cairns
#11 Family Hotel in Cairns
Price Range (Based on Average Rates): ££
Hotel Class:5 star — Shangri-La Hotel, The Marina, Cairns 5*
Number of rooms: 255
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

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