Shangri-La The Marina, Cairns

After staying at the same hotel chain in London, Hong Kong and Sydney we were expecting fabulous accommodation. We can only totally agree with all other reviews, this hotel needs to loose the 5 star rating and is more 3 star. We moved rooms due to a huge water bubble in the ceiling which could have burst at any minute, the room we moved to was not much better, stained and mouldy. We spend our first night trying to find the bar and staff were embarrassed to say they literally only have the pool bar for all food and drink. Thank you to Evelyn for moving us, she is definitely better than this hotel.

The Shangri-La in Cairns looks like it was a 5-star resort 30 years ago but has since declined both in its facilities and service, and is now more of a 3.5 or 4 star property. The location is the best feature of this place, and the rooms facing the marina probably have the best views of any Cairns hotel rooms. And the marina view rooms have no issues with noise, so that's a plus. But there are issues with everything else. We had to change rooms 2 times because of mold issues - seems to be endemic in the place. The pool area looked poorly maintained with worn down loungers, and staff were not collecting dirty dishes/drinks/towels after guests left. Probably most shockingly - there is no real restaurant in this hotel! The system is that you order food from the room service menu and they bring it to a table in the pool/courtyard area. It gets worse, cause the QR code for ordering was broken our whole stay so we had to find a staff at the pool bar to place the order - and there wasn't always someone there. When the food arrives you will not get water or anything else offered, it's just plates down on the table and the server is gone for good. There really should be a proper restaurant, and the pool area needs new loungers and more staff managing it. Staff were a mix. The bell person was very friendly and helpful. The front desk staff were helpful as well, especially with changing the room. But the staff managing the pool/bar area were not good. One special mention - whoever the gardener is, they are doing an amazing job. The plants in the courtyard area and around the hotel are like what you'd find at a botanical garden!

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.