Shangri-La The Marina, Cairns

Sorry to say first Shangrila which did not impress me much. Was expecting the world class Shangrila has to offer but unfortunately not with this property. Most of their furnitures were dated and need some renovation work. It was just very basic. Staff were ok and trying their best. Anyways had a good 5nights stay in Cairns

This hotel is in desperate need of refurbishments. The staff are really nice and are trying there hardest to work with what they have and are just apologising all time because there hands are tied. We booked a suite and I was shocked when entering the room the drawers all marked and broken , filthy tops with stains from previous guest , carpet dirty and to top it off insects crawling on tops. Everything needs a spruce up. We moved to the horizon rooms which were definitely better but still there’s a lack of proper cleaning happening in the rooms which is then attracting unwanted guests ! My issue is don’t advertise that you are 5 star and charge 5 star prices because you expect sting are going to be 5 star. I would say this is 3 star at best . I’m sorry but I have to be truthful I hope they get the needed refurb they deserve.

Disappointed with their one bedroom suites. Unrenovated rooms, sparsely furnished, poor layout. The staff know the product is below par and are embarrassed by the hotel offering. Horizon club is just ok. Cheapest of wine and drinks, cheapish food on offer but some attempt at modifying each night. One to avoid.

As someone who sleeps in hotels for 2-3 months a year and frequently stays at Marriott and GHA luxury brands (JW, W, Ritz, Anantara, Kempinski), my first stay at a Shangri-La was a shock for all the wrong reasons. This property feels like a tired Fairfield or an Oaks masquerading as a luxury hotel. The Room: Neglected and Smelly The room was in a state of total disrepair. There was clear water damage on the ceilings and scuff marks and stains all over the sofas and furniture. As a non-smoker, I was appalled that the quilt, laundry bag, pillows, and robes all reeked of stale cigarette smoke—a sign of very poor deep-cleaning. To top it off, the fridge roared like a train in the middle of the night, and the lack of nightlights made the room layout impractical. Service: Inhospitable and Dishonest Service here isn't just non-existent; it is actively frustrating. Upon arrival/departure, no one helped with my luggage. I have stayed at limited-service hotels where the concierge rushes to your Uber; here, you are on your own. Again, wouldn’t be surprised if it’s a Holiday Inn Express. At breakfast, I was sometimes ignored. There is no hosting or seating; one day, I walked in and felt invisible to the staff. One F&B attendant was so cold it felt as though I owed them money. The most disappointing part was being lied to. After vacating the room, I wanted to have lunch before settling the bill. I was rushed to eat lunch and leave soon, with staff claiming they were fully booked. A quick search of their own website showed 9+ rooms still available. Being lied to just so they can push you out is not the hospitality I expect from a premium brand. Unfortunately for you, I stay at hotels often enough to know when it’s busy and I had hotel managements thinking I’m a Forbes auditor (apparently solo traveller fits the bill haha). And mate, you should look at how my food was served. Felt like they were just dumped in front of me. Misinformation and Facilities Guest services told me on the phone I could use my hotel credit for the car park, but the front desk later retracted this, saying the park is a third-party operator. Luckily I checked before parking, or I would have been hit with an unexpected bill. Dining and Maintenance The food quality is dismal. I dined at the pool bar twice and am fairly certain the Macca’s across the street is a better option. The steak sandwich was served cold, much like the pastries and Chinese fried dough during breakfast. Furthermore, the food was rock-hard; if you have bad teeth, the textures here are enough to destroy them. Basic requests, like timing a coffee to be served later, were treated as too difficult for them to manage. Furthermore, sometimes the pool bar was unattended. Even the basic amenities are poorly maintained; the hotel umbrella I used was faulty and kept snapping open suddenly without warning, causing me to accidentally hit other pedestrians while walking. The pool toilets genuinely look like council public toilets. I swear some metro train stations in VIC have better toilets. The sensory experience of the common areas only reinforced the lack of maintenance. Both the lift areas and the corridors have a persistent mouldy and musty odor, suggesting a deep-seated issue with the ventilation or old carpeting that hasn't seen a deep clean in years. For a brand that should evoke a sense of sanctuary, walking through the halls felt more like navigating a damp basement. External Factors (that are beyond hotel’s control) Future guests should be mindful that the hotel is next to a helipad, making it impossible to work or sleep during the day. At night, there is frequent yelling and shouting from the park across the street. The Only Highlights The only reason this isn't 1 star is the unprompted room upgrade and the efforts of three specific staff members: Gary at breakfast, Kirin at the Front Desk, and the waitress with glasses at breakfast (working April 21-22). Verdict: There is nothing luxury about this stay. If you are used to the service and quality of a JW or any genuine luxury chain, stay elsewhere, unless you stay here thinking it is an ibis.

Great location and nice food but the room was in need of maintenance and despite advise the front counter staff of the loose hinges and dangerous doors on day 1 they were still not repaired after 3 days