Hilton Cairns

This was the absolute worst Hilton we have stayed in. From the moment we entered everything went wrong and continued throughout our 2 days there. Room was not ready which was fine because we were early but we had a sick child and said when ready please let me know. They never did. I asked 3 times. Then I went back to them close to 3pm and they said oh yes it’s ready. Later that night we requested a spare bed for a sick daughter where we were told $100 a night so we requested 2doonas and she slept on the floor. Then we went to open door and the keys didn’t work and the reception said some staff had been mucking them up. We had 4 people in the room and only given 3 towels the next day when they cleaned, only 3 towels again, had to request extra towels twice. Then when you order room service there’s an $8 tray charge everything was just wanting extra money and no customer service or compassion for sick child just honestly was an horrible experience and all about money. Dripping water noise outside windows all night, rooms are old with shower over bath definitely not worth the money. Not even basic items in bathroom for $370 a night plus there was mould all in the bathroom along shower as there is not even a fan. Do yourself a favour, go to Crystalbrook Flynn’s so much better value. The company will reply with their standard “we will strive to do better” but never do. I got better service and rooms in a 3rd world country. Don’t stay here!!!

There is no regret from adding breakfast to the stay as its the gem of the 5 days. Good variety in spread and staff service was excellent, by a team led by Ms. KK Kwan. She always did her best to please in all occasions. This dated hotel has her staff to thank to make up the scores in this review. If one treasures heritage, it's here for you. Most hotel decor, fittings, furniture and floor finishes could be decades young. They can't reflect the hotel class from their conditions. Balcony door was not properly sealed that the daily 4am irrigation noise would be a wake up call. There is a bonus though, a mini rainforest in the hotel. The internal courtyard on third floor was always atmospheric and wet, thanks to the ancient irrigation system used. It could be a safety hazard for some though. Housekeeping was average. The room was not vacuumed till a feedback was sent. No changing of bedsheets etc during the 5 days. This is far from a high-end hotel's standard.

Great location. Really great location. Nice sized rooms with balconies which are a great perk. Good secure parking. Nice swimming pool. Hotel is a bit tired however. We had a cracked bathroom sink, broken blinds, wobbly balcony chairs, and insufficient coffee in the room. In fairness probably better than the competition but for the price it’s average.

Such a perfectly located property at cairns. The views from the rooms are amazing and the service is exceptional. Spacious rooms. Quick service. Mine was a water view room. There was a slight goof up at the time of check in but the hotel staffs , the manager , the director of operations and even The GM took a wonderful care us. They ensure your stay is absolutely memorable and comfortable. The GM Mr Scott Wilson went out of his way to make our stay memorable and under his direction Mr Naoya- took wonderful care of us. They also gave us specially space made cookies - Hilton Cookies. Such is the hospitality- they arranged Indian food for us from their one more property - double tree by Hilton, Cairns- where Indian Chef Rakesh Joshi took extra efforts to provide us with Indian styled veg food. All thanks to Mr Scott Wilson, GM. They take lots of efforts to make our stay as much memorable as possible. Will always recommend this property. Also, Alexendra at check in was helpful.

Pros: - Service everywhere is excellent - from the executive lounge, to the front desk, to the cafe - Fun perks for kids like a welcome kit, a mini koala, and sending out a postcard on behalf of the kids (postage included!) - Breakfast at the cafe is excellent and reasonably priced (free for kids under 12) - Location is incredibly convenient - less than 5 minute walk to restaurants as well as the pier where all the reef tours start Cons: - Rooms are old and dated - Water leaks through from the shower door and gets the entire bathroom floor wet