We noticed that you're using an unsupported browser. The TripAdvisor website may not display properly.We support the following browsers:
Windows: Internet Explorer, Mozilla Firefox, Google Chrome. Mac: Safari.

“Tired hotel with misleading advertising”

Best prices for -
Check In dd/mm/yyyy Check Out dd/mm/yyyy
Prices are for 1 room, 2 adults
Show Prices
Compare best prices from top travel sites
and 8 more sites!
Sarayi Boutique Hotel
Ranked #9 of 12 Hotels in Palm Cove
Certificate of Excellence
Melbourne, Australia
Level Contributor
131 reviews
35 hotel reviews
common_n_hotel_reviews_1bd8 55 helpful votes
“Tired hotel with misleading advertising”
Reviewed 22 May 2014

If Sarayi promoted itself as what it is - a relatively cheap hotel in the centre of one of the most beautiful beaches in Far North Queensland then I wouldn't be writing this review. It doesn't.
It is a cheap hotel and its lower cost rooms are badly in need of a renovation.
The Garden View Rooms are located on the ground floor and travelers wont have seen anything like them unless they were commercial travelers in inland Australia in the early 1980's. They look like converted fibro garages - maybe they are - we didn't stay in the rooms long enough to find out.
The friendly management (and he is friendly) were more than happy to transfer us to a hotel room - with the door opening onto reception. At least I guess it was close to all amenities except the pool located on the roof.
One of those amenities - advertised on every booking site is free WiFi. Forget it.
The Sarayi does have WiFi, originally configured apparently for pay as you go but these days its configuration (as the manager cheerfully admitted) is primarily designed to make it impossible to log on - and we were less than a beds length from the modem.
Don't worry though as you will be advised on arrival that free WiFi is in fact available in the Rising Sun Cafe at the front of the Hotel. Its not actually part of the hotel so you will have to buy something each time you want to access the internet (so does that actually make it free? No - and not convenient either.)
The best comes when you stay for more than one day.
We placed the 'Tidy My Room' hanger out as we left for the day only to arrive back later in the evening finding nothing touched in the room with the possible exception of the towels being changed - even that wasn't for sure. The hanger had definitely been placed back inside the room though. Three nights later and still no making of the bed or even sweeping of the floor.
After a quick look at the website listing and located deep in the 'features' we eventually found the term 'Limited Housekeeping". Maybe that is what that means - towels only.
Once our annoyance had subsided we just put up with the situation but its not a wise way to do business in my opinion.
Cheap room with limited service and no WiFi - Value for money. Sure.
Outstanding hotel with Exceptional Service? Whoever wrote that must have logged their review under the wrong hotel.
This is definitely not a four star hotel - three at most - but its probably decent value for money if the listing is corrected so future customers are not mislead about the service.

Room Tip: If you book the cheap rooms be ready for something well below four star quality and no internet or c...
See more room tips
  • Stayed May 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank liquidseal
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
JohnAstle, General Manager at Sarayi Boutique Hotel, responded to this review, 26 May 2014
Dear Liquidseal,

It appears unfortunately that your review is based largely on my miss-understanding of a conversation we had.

When you returned later in the day around 6pm, I did apologize for my mis-understanding from our morning conversation that I thought you not longer required a daily service. I then offered you the choice of two hotel rooms for the final night of your stay. Choosing to stay in your existing room I then promptly vacuumed your room, changed the sheets, and supplied new towels. I am a little confused about your reference to “three nights later” because you only stayed with us for two nights.

Our daily housekeeping consists of new towels, and replacement of amenities – shampoo etc, tea and coffee, if required. A more comprehensive mid-stay service is provided for stays seven nights or more.

We have experienced some intermittent issues with Wi-Fi performance which are hard to diagnose. I have had two different guests stay in the same room – one experienced problems, while the other was able to work throughout the week-end on her university assignment without any issues. This highlights that in some instances that the device may contribute to the issue. The Rising Sun’s Wi-Fi within our building does offer a handy back-up at times.

The Garden Studios are definitely our “budget” rooms, but very popular with a large number of guests who are after a no-frills room in the heart of Palm Cove. Unfortunately I was not able to show you our Ocean View and Mountain View apartments as they were all occupied. However I am confident that they demonstrate a high standard of room that contributes to the consistent high rating of the hotel.

Kind regards,
John
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Write a Review

314 reviews from our community

Traveller rating
    172
    103
    23
    13
    3
See reviews for
50
165
35
11
Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveller tips help you choose the right room.   Room tips (95)
Date | Rating
  • English first
  • German first
  • Italian first
  • Japanese first
  • Norwegian first
  • Russian first
  • Spanish first
  • Any
English first
Brisbane, Australia
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 18 May 2014

We had our wedding on the rooftop at Sarayi at the end of April 2014 and about 30 of our guests, including ourselves stayed at the hotel for the week of the wedding. Firstly, John the manager, was outstanding on our wedding day and went above and beyond to make sure our guests were well looked after for the duration of their stay. Everyone had nothing but good things to say about the hotel and staff.

This was the fourth time we had stayed at Sarayi over the last 2 years and we have always been very happy with our rooms and quality of service. The food from "The Rising Sun" is top class and the staff are very friendly and professional. It was an easy decision for us to hold our wedding at Sarayi as the beach front location combined with the staff and management is a recipe for success!

  • Stayed April 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Michelle M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
JohnAstle, General Manager at Sarayi Boutique Hotel, responded to this review, 19 May 2014
Hi Michelle,

It was a pleasure to have your wedding on the rooftop at Sarayi. It was a great team effort from both the the hotel and restaurant staff to ensure that your special day went smoothly. We really appreciated the way everyone enjoyed themselves despite a little bit of rain. (:-)

Cheers,
John
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
London, United Kingdom
Level Contributor
91 reviews
23 hotel reviews
common_n_hotel_reviews_1bd8 43 helpful votes
Reviewed 6 May 2014 via mobile

I stayed here as a single traveller and the general manager was everything I hoped for. He arranged airport transfers, gave honest and personal advice on activities and he was a true gentleman ensuring very part of my stay was superb. The room was extremely spacious with everything you need, toiletries, fridge, coffee making facilities etc etc. The roof top pool was very private and overall cleanliness was very good. I stayed on the ground floor room by reception but noise was never an issue and I slept well in a very large and comfortable bed. The location is central to palm cove and all amenities were on the door step. Late check out was arranged with no hassle and nothing was too much trouble. The only downs (if you can call them that) were the inconsistent wifi, the low height of the shower and minor maintenance work that was done during the day. Overall and extremely pleasurable stay made all the better by the outstanding customer service from the management.

Stayed April 2014, travelled solo
Helpful?
Thank Clairesmithlondon
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
JohnAstle, General Manager at Sarayi Boutique Hotel, responded to this review, 19 May 2014
Hi Claire,

It is great to get such positive feedback from someone who is a regular contributor to TripAdvisor. I appreciate you pointing out even the small items that can help us improve our guest experience, especially the timing of our minor maintenance.

Cheers,
John
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Melbourne, Australia
2 reviews
Reviewed 23 April 2014 via mobile

I stayed at the Sarayi in April 2014 for a wedding, when we arrived our booking wasn't there, the manager was so lovely he upgraded is straight away. Great service , very clean rooms, perfect location opposite the beach, walking distance to everything. I read the negative feedback , and I thought it was a pack of lies, because the place was beauitful and clean and the service was great , sometimes in certain spots I couldn't get phone reception but that's normal everywhere u go. Overall I enjoyed my stay and would highly recommend to stay here.

  • Stayed April 2014
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Brookeandmichael
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
JohnAstle, General Manager at Sarayi Boutique Hotel, responded to this review, 25 April 2014
Hi Brookeandmichael,

Thanks for being patient with the missing booking - a system glitch between the booking agent and our reservation system. I'm glad that I was able to assist and make your visit an enjoyable one. Thank you also for your comments about the cleanliness of the hotel - we have made some changes to our cleaning processes since that negative feedback.

Regards,
John
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
2 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 9 April 2014

Enjoyed our stay, staff was very accommodating, John, the general manager was very helpful. The hotel was clean, room was spacious, right at the beach. Price was vary fair. The restaurant served excellent fresh local meats, fish and produce Highly recommend this hotel.
Gerry and Donna W

  • Stayed April 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank GerryWa
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
JohnAstle, General Manager at Sarayi Boutique Hotel, responded to this review, 18 April 2014
Hi GerryWa,

Thank you for taking the time to write about your stay at Sarayi, and dining experience at the Rising Sun Bar and Bistro. We enjoyed having you with us. You will be pleased to know that Cyclone Ita did not cause any damage to us, and that after cleaning the leaves and branches, we were ready for a wedding reception on the rooftop the following day.

Regards,
John
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Munich, Germany
Level Contributor
23 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 20 helpful votes
Reviewed 31 March 2014

This hotel was great, as it was not only well placed but also very clean with spacious rooms and a fantastic management. Whatever I had to ask or needed, was fulfilled and answered immediately. There is a roof pool, I did not use, a washing machine and dryer to be used by the guests, free and fast Wifi, free and safe parking. The attached restaurant provides food and the small shop in the building is good for emergencies (Otherwise drive 5 km to a real supermarket). Also regarding my snorkeling tours, everything was organized for very good prices. All in all top !

Room Tip: Rather take a garden room towards the parking places, more quiet and better Wifi...
See more room tips
  • Stayed March 2014, travelled solo
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Karsten R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
JohnAstle, General Manager at Sarayi Boutique Hotel, responded to this review, 4 April 2014
Hello Karsten,

Thank you for your review of Sarayi. I am pleased that we were able to make your stay in Palm Cove an enjoyable one. I have checked with our I.T. provider, and the Garden Studios where you stayed definitely have the strongest signal for the Wi-Fi.

Regards,
John
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Kelowna, Canada
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 25 March 2014

John, the General Manager, provided outstanding service during our stay at the Sarayi Hotel.
He communicated with us prior to our arrival & everything was exactly as we had arranged.
Quiet, very clean property, well located with easy walking access to all the local restaurants.
Great value & would definitely return to Sarayi. Thanks John!
Ray & Pat
Canada

  • Stayed March 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Ray P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
JohnAstle, General Manager at Sarayi Boutique Hotel, responded to this review, 28 March 2014
Hi Ray and Pat,

Thank you very much for your kind words. I'm pleased that our service met your expectations, and helped make your holiday a memorable one. See you for Pat's next milestone birthday. (:-)

Warm regards,
John
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Hotels you might also like...
Travellers also viewed these Palm Cove hotels
0.3 mi away
Alamanda Palm Cove by Lancemore
0.1 mi away
The Reef Retreat Palm Cove
The Reef Retreat Palm Cove
#3 of 12 in Palm Cove
541 reviews
0.2 mi away
Mantra Amphora
Mantra Amphora
#8 of 12 in Palm Cove
1,106 reviews
Show Prices
Show Prices
Show Prices
0.0 mi away
The Reef House Palm Cove - MGallery Collection
0.3 mi away
Hotel Grand Chancellor Palm Cove
0.1 mi away
Paradise On The Beach Resort Palm Cove
Show Prices
Show Prices
Show Prices

Been to Sarayi Boutique Hotel? Share your experiences!

Write a Review Add Photos & Videos

Additional Information about Sarayi Boutique Hotel

Property: Sarayi Boutique Hotel
Address: 95 Williams Esp, Palm Cove, Queensland 4879, Australia
Region: Australia > Queensland > Cairns Region > Palm Cove
Amenities:
Bar / Lounge Beach Business Centre with Internet Access Free High Speed Internet ( WiFi ) Free Parking Kitchenette Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#7 On the Beach Hotel in Palm Cove
#9 Romantic Hotel in Palm Cove
#9 Luxury Hotel in Palm Cove
Price Range (Based on Average Rates): £
Hotel Class:4 star — Sarayi Boutique Hotel 4*
Number of rooms: 26
Official Description (provided by the hotel):
We are a family owned boutique hotel located in the heart of Palm Cove directly opposite the beach. Accommodation types range from Garden Studios to Ocean View one bedroom apartments. Our rooftop pool offers breathtaking views to the mountains and we have both an on-site restaurant, and convenience store within the hotel. ... more   less 
Reservation Options:
TripAdvisor is proud to partner with Booking.com, Expedia, Hotels.com, Ebookers, Priceline, Agoda, TripOnline SA, Traveltool, S.L.U., Hotel.de, Evoline ltd, HotelQuickly and Cancelon so you can book your Sarayi Boutique Hotel reservations with confidence. We help millions of travellers each month to find the perfect hotel for both holiday and business trips, always with the best discounts and special offers.
Also Known As:
Sarayi, Palm Cove Hotel Palm Cove

Is This Your TripAdvisor Listing?

Own or manage this property? Claim your listing for free to respond to reviews, update your profile and much more.

Claim Your Listing