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Reviews (2,818)
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All reviewshorizon clubclub roomnorth restauranthorizon roomone bedroom suitethe great barrier reeftour deskan upgradepool area isshopping centrefantastic locationreef terminalbit datedbuffet breakfastbalconycanapesconcierge
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Reviewed 13 January 2018

We had a corner suite. It was very spacious with a long balcony with deck chairs, chairs, tables and a nice view on the marina and the ocean and part of the city. 5 minutes walking distance from the hotel to the boat tours to Great Barrier Reef, very convenient. 10 minutes walking distance to the center of Cairns. It was the perfect hotel for 2 nights.

  • Stayed: November 2017, travelled with friends
    • Location
    • Cleanliness
    • Service
Thank MonaHereAndThere
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
NicODonnell, General Manager at Shangri-La Hotel, The Marina, Cairns, responded to this reviewResponded 16 January 2018

Dear MonaHereAndThere,
Thank you very much for taking the time to share your feedback with us. I am extremely delighted to hear you had a great Shangri-La experience and look forward to welcoming you again sometime.
Best Regards,
Nic

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Reviewed 13 January 2018 via mobile

really strategically situated.. next to the marina where boats leave for GBR,, next to some really good restaurants, walking distance from the main city, the shops, the night market, the esplanade. Rooms are spacious, we had an inner view room but can imagine that the ones overlooking the bay should be really great. Reception and service really good. Room was clean and had what you needed to prepare a tea.. Small balcony is available. It could use a renovation at some point (not a major issue),,, basically because there are a lot of new hotels buildding up in the area so competition is increasing. A small suggestion to change the chair in the desk.. we kept hiting on the spidder legs
They arranged us to visit Daintree Forest and GBR.. both agencies suggested very good.
Did not have breakfast so cannot comment.

Stayed: January 2018, travelled as a couple
Thank Ekouk
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
NicODonnell, General Manager at Shangri-La Hotel, The Marina, Cairns, responded to this reviewResponded 16 January 2018

Dear Ekouk,
Thank you very much for your great review following your recent stay with us.
You will be pleased to hear that we have recently announced the transformation of 184 of our guestrooms commencing in March 2018. This transformation process reflects Shangri-La’s commitment to continuously provide outstanding facilities to guests. The guestrooms will undergo a renewal that will ultimately deliver, a standard that surmounts every expectation and will secure Shangri-La Hotel, The Marina Cairns’ current position as the market leader.
We hope to see you again sometime.
Best Regards,
Nic

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Reviewed 11 January 2018 via mobile

The view from my room was amazing, can see the sun rises and sunset. The Swimming pool was big enough. The service was just so so, already shared some feedbacks with management. The resolution of Manager on duty was great.

Stayed: January 2018, travelled with family
Thank Sandrine Q
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
NicODonnell, General Manager at Shangri-La Hotel, The Marina, Cairns, responded to this reviewResponded 16 January 2018

Dear Sandrine Q,
Thank you kindly for taking the time to share your feedback with us.
We have noted your comments and do sincerely regret that this may have detracted from your stay at Shangri-La. I can confirm that we have re-enforced processes with operating departments and do hope that you would indulge us on this occasion.
Apart from that, I am glad to hear you enjoyed the spectacular views our rooms have to offer with a full view of the sunrise and sunset.
We hope you give us the opportunity to welcome you again sometime.
Best Regards,
Nic

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Reviewed 11 January 2018 via mobile

Being upgraded to the Horizon Club rooms was lovely as these are much larger than the regular rooms. The staff in the Horizon Club were extremely friendly.

The only disappointment we had during our stay was that the pool area is understaffed. I’d expect a five star hotel to have staff taking orders by your seats and setting up towels. No one is there to remove towels from those that have left the pool.

The coffee at breakfast using the machine wasn’t very nice, however the hotel charge $4.50 for a latte. Many five star hotels provide handcrafted coffees as part of the breakfast package.

Otherwise a great stay and Katrina was very helpful.

Stayed: January 2018, travelled as a couple
Thank James W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
NicODonnell, General Manager at Shangri-La Hotel, The Marina, Cairns, responded to this reviewResponded 16 January 2018

Dear James W,
Thank you for taking the time to review your recent stay. I am delighted to read that you enjoyed the Horizon Club room and facilities. Customer feedback is crucial to our business at all levels, your observations have been shared at our morning operations briefing and have already contributed to our service improvement processes hotel wide.
We look forward to welcoming you back.
Best Regards,
Nic

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Reviewed 8 January 2018

Not only was the hotel, room and restaurants top of the line, the customer service was of such a high standard. A 5 star mention has to go to the luggage carrier staff (really wish I had taken their names down to acknowledge), check-in team and valet staff (just superb) who made this hotel stay (with a handful of kids and adults) so much more less stressful (if that makes sense). So professional and friendly - one of the main things my family and I kept on commenting on, even after checking out of the hotel. Bathroom amenities were very generous and room views were stunning. Definitely am coming back to stay here on the next Cairns trip!

  • Stayed: October 2017, travelled with family
    • Location
    • Sleep Quality
    • Service
Thank Lara E
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
NicODonnell, General Manager at Shangri-La Hotel, The Marina, Cairns, responded to this reviewResponded 16 January 2018

Dear Lara E,
Thank you very much for taking the time to share your wonderful review of our hotel. It is always such a pleasure to receive great feedback like yours and your kind words referencing our people’s efforts were most encouraging and a terrific endorsement of their commitment to customer service and guest satisfaction.
We look forward to welcoming you back when you're next in Cairns.
Best Regards,
Nic

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