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“Disappointed and hot! Switched to holiday inn”

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Grosvenor in Cairns
Ranked #36 of 85 Speciality Lodging in Cairns
Maine
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
“Disappointed and hot! Switched to holiday inn”
Reviewed 17 June 2013

Went with family in February. It was just outside of town in a poor section which didnt feel safe at night. The next morning after talking with my mom we decided we couldn't stay another night due to safety and lack of air conditioning. Brian Sweetman turned mean and nasty to us. It was the worst part of our 2 weeks in Australia. We originally picked this property for cost and the reviews were good. Don't make our mistake and have a ruined vacation day.

  • Stayed February 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank gigibh
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Brian099, Manager at Grosvenor in Cairns, responded to this review, 22 April 2014
Well ..... what can I say! My parents always taught me to not say anything if I could not say something nice and I do try to stick to that, however, sometimes ........

These guests booked a Stay 7 Pay 5 deal in 'peak season' and we exchanged many, many emails prior to their arrival giving them information on what tours and activities we could book for them so they could get the most out of their holiday. They requested a 2 bedroom apartment with a balcony on the ground floor which is exactly what was provided.

They arrived, checked in and all was well, although it tuned out one of them (the one I had been emailing back and forth) was some type of travel agent and indicated she did not want to book any tours via reception as she was going to ring them all to get an "industry discount" - perfectly okay with me.

The next morning was a different scenario altogether! It turns out the Mother of the lady does not like to walk very far and had been of the belief that they were booked at somewhere in the middle of Cairns CBD. We were then informed that they intended to leave (for that reason) and book in somewhere else. She indicated that she had paid a deposit which was more than the cost of the one nights accommodation they had used and so requested a refund of the balance. Now, this was the end of our peak season and we were essentially booked out and the usual policy is that except for unusual or extenuating circumstances (such as a family emergency etc), late cancellations and early departures with a refund or no payment are not allowed. We were half way through explaining all this (and just getting to the point where I was going to suggest we only charge them for 2 nights) when the daughter "blew up" and started yelling across the reception counter than she wanted a full refund and that she was a travel agent and that unless she got a full refund she would leave a "terrible review on TripAdvisor".

We eventually got her to calm down and suggested the compromise of them only paying for the night they had stayed plus one other night - which she grudgingly accepted. We then offered to make some calls to help them find alternative accommodation but she indicated "I've already been into town and got a travel agent discount at another place so don't bother".

These guests then departed but on the way out also complained about the air-conditioning in their apartment not working during the night and there being no phone in their room so they could report that .... and also the fact that they did not feel safe walking over to the supermarket because "there were black people out there".

We did charge 2 nights accommodation against the guests credit card as agreed ...... and it turns out that the guest contacted her bank immediately after departing and lodged a 'disputed transaction' which effectively cancelled the transaction (it took 4 months to sort out but eventually we did receive the payment) .... and of course, 4 months later she did place a 'bad' review on Tripadvisor!

We never like our guests to be unhappy with either our service or their accommodation ..... so, I apologise!
I apologise for the fact that when I checked your air-conditioner I found that someone had switched the mode to 'fan' instead of cooling!
I apologise for the fact that we hid the phone in your room on the wall in the kitchen where you could not find it!
I apologise for the fact that despite all the information in all our email about our complex and its location, your Mother was unhappy about our location!
I apologise for the fact that I had to raise my voice to try to get you to calm down but I was concerned you were going to "blow a fooffer valve".
and ..... I apologise for the fact that our indigenous population are aboriginal and have dark skin and made you feel uncomfortable.

Anne and I really do hope that the rest of your stay in Cairns was enjoyable!
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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132 reviews from our community

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Rating summary
  • Sleep Quality
  • Location
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveller tips help you choose the right room.   Room tips (34)
Date | Rating
  • English first
  • French first
  • German first
  • Italian first
  • Japanese first
  • Spanish first
  • Swedish first
  • Any
English first
Melbourne, Australia
Level Contributor
62 reviews
17 hotel reviews
common_n_hotel_reviews_1bd8 29 helpful votes
Reviewed 11 June 2013

Nice clean and quiet accomodation. Close to town, walking distance and pick up for all tours. Nice pool area and good parking. Close to bus stops. Close to Cock and Bull club, which has excellent meals.

Stayed May 2013, travelled as a couple
Review collected in partnership with this hotel

Helpful?
1 Thank Peter M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Swan Hill, Australia
Level Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 1 June 2013

We had a very good relaxing time, thought we had self contained room but it was a studio but that was okay we used bbq area and that could need a bit of an upgrade but all good. We found property to be very central not very far from broadwalk and nice brisk walk to city centre also not far from airport. Bus stop over the road all food and drinks shops right nearby and good eating and takeaway facilities very close. Hire car place over the road also.

Room Tip: we overlooked an old cemetry with all the hills in the background it was good
See more room tips
  • Stayed May 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
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Review collected in partnership with this hotel

Helpful?
Thank Rod P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Melbourne, Australia
Level Contributor
26 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed 30 May 2013

Great experience with the friendly proprietors the rooms were clean and well set out. They gave us a useful map of the facilities within walking distance. They clarified the accommodation as soon as they were advised of mobility issues.

  • Stayed May 2013, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with this hotel

Helpful?
Thank s4oco
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
2 reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed 29 May 2013

From arrival, the owners were welcoming, hospitable and informative. The rooms were clean and presentable & the accommodation was local to convenience stores and local restaurants. I enjoyed my time there and would happily recommend others to stay as well.

  • Stayed May 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank SC198
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Level Contributor
4 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 16 May 2013 via mobile

Check in staff couldn't have been better. Clean, comfortable and well decked out apartments. Location could be a little more central but still close enough to town. THANKYOU so much to the staff, they have made our anniversary great :)

  • Stayed May 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Hale0058
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Newcastle, New South Wales, Australia
1 review
Reviewed 8 May 2013

We recently travelled with 11 family members to celebrate by husband's 50th birthday and was overwhelmed by the kindness and friendliness of Brian, Jan and staff at the Grosvenor. Nothing was too much trouble and their advice and booking service was amazing. It made for a very enjoyable time and would come back again and again. PS and Brian's little off-sider helped us to get over our withdrawal systems of leaving some of our family behind. Thanks again Brian.

Room Tip: All rooms styles are suitable for couples, families etc. Brian will help you get the best room to su...
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  • Stayed April 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Bev R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Grosvenor in Cairns

Property: Grosvenor in Cairns
Address: 186 McLeod Street | Corner Grove Street, Cairns, Queensland 4870, Australia
Region: Australia > Queensland > Cairns Region > Cairns
Amenities:
Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Kitchenette Suites Swimming Pool
Hotel Style:
Ranked #36 of 85 Speciality Lodging in Cairns
Price Range (Based on Average Rates): £
Hotel Class:4 star — Grosvenor in Cairns 4*
Number of rooms: 16
Official Description (provided by the hotel):
Grosvenor in Cairns is the perfect venue for your holiday or business trip to Cairns in Tropical North Queensland. Affordable, spacious, clean, comfortable 1 and 2 bedroom, fully self contained holiday apartments set in a tropical garden setting complete with solar heated pool/spa. Studios (no cooking facilities - but Studios do contain a microwave oven)are also available. The resident on-site managers will provide every assistance from booking tours to finding a good restaurant. NEW- WiFi internet access is now totally FREE in all apartments and outside areas. The 24 hour a day - 7 days a week gym / fitness center located only 200 meters away is also now totally FREE for all of our guests to use during their stay. Resdtaurants, Hotel, Supermarket, Bottle Shop, Take Away (Pizza, Fish & Chips, Chinese, Thai, Kebabs) all within 250 metres. ... more   less 
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