My partner and I stayed at the Reef House using the 3-Night Package Deal which cost $1554 in total. This was to include a spa voucher and a dinner voucher for two, a continental breakfast daily, access to the Brigadier Thompson bar where canapés and punch was served at 5pm, sorbet by the pool and complimentary use of bicycles. With the exception of the spa and dinner vouchers, my understanding is that the extra services are extended to all Reef House guests, regardless of what package is chosen.

When we arrived we were met by the lovely concierge, Jackie, who gave us the quick run-down of where everything was. Unfortunately, this is where the good service ends.

The room was nice, pretty average. Paid for a king-size bed, but had the king-size configuration of two singles pushed together - so one of us ended up sleeping in the crack of this 'configuration'. Our air-conditioner would only work intermittently and leaked, and our fridge was broken. So the complimentary bottle of champagne we received was warm when we decided to open it (on the last night - or would have brought it up earlier!)

The Reef House restaurant is not worth the visit. Food is almost as bad as the service, which was lacklustre, rushed and blasé. We went to the front desk to change our dinner reservation back an hour, but was ignored for quite some time (even after the General Manager made eye contact with me). The same man then reluctantly asked what we wanted, but seemed to pay us off when we asked to change the time. Unsurprisingly, when we arrived for dinner, they had forgotten to change the time, and had the nerve to insinuate that we were an hour late.

The complimentary canapés were average at best. although the punch was quite nice. The best part of our stay was the spa experience, and the pool area is good as well. Upon check-out, despite not being asked how my stay was - I told the concierge about these issues. No known further action was taken by management. I still maintain that overall the visit was nice - just not '$500 a night' nice. I can deal with old buildings and bad air-con, but I can't stand poor service.

Location is great for Palm Cove.
Room was clean and good overall and pool area ok.
We visited the spa and this was a great experience overall.
Restaurant for lunch was disappointing to say the least as the service was poor to non existent, certainly not M Gallery standard in any way.
We ate twice at NuNu further down the beach and this was exceptional as were other restaurants in the area.
Booking a tour was also a bit of a mission as no one seemed interested in assisting aside from one guy.
Could be an amazing hotel but service definitely needs an improvement.
Palm Cove is lovely overall, very quiet and pretty much shut by 10pm but great for a low key stay.
Would we return to Reef House? Not sure

From the moment my Wife & I arrived we had a perfect hotel experience. From the Room Selection the decor and Facilities, all was perfection. Although Palm Cove has lots of places to eat, we kept coming back to the Reef House for fine dining