Pullman Reef Hotel Casino - Cairns City, Queensland

Cara G.

This was terrible from the start. I arrived and there were local homeless people sweating and yelling abuse yet no security or staff anywhere to be seen. I had to carry a large heavy suitcase up stairs. I wasn’t sure if I was even at the right place as there was one person on at a desk but on the phone. Eventually I got served and went to my room. The floor was filthy, the blinds broken and I couldn’t even turn the handle to close the blinds as it was broken on the floor. The bedding was dirty too. My anxiety was already elevated from the scary entrance. I got moved to another room but it was still dirty. There was mould in the bathroom, the robes were scratchy, the bedding had hair in it, the matress was stained with only one thin plastic matress protector, no bed topper. The doona was completely disintegrated and the light came in first thing in the morning as the sliding blinds wouldn’t shut properly and stop the light coming in. I ordered a cheese platter which was so bad. 2 lots of home brand crackers, 3 small bits of cheese, one rotten, yes rotten, strawberry and stale nuts and gross dried fruit. Even the presentation was feral and it cost $35. The aircon vents were dirty. At 11pm it was too late to change hotels but I checked out first thing in the morning. There was no empathy, apology or asking why I was checking out early or any attempt in the morning to resolve the issue. I was just told don’t expect a refund as I paid in advance but they will email me about it when they never did. Luckily I found another hotel available that was very clean and comfortable. This is not only run down but extremely unclean. It is not a 5 star hotel and as Platinum Accor members I expected much better. It felt like a slight upgrade from a motel at best.

Tracey M.

Beautiful hotel in amazing location, our room had such a nice balcony and we could watch the cruise ships. We did not want to leave! Staff at the hotel were also extremely helpful and cheerful. Also really enjoyed the breakfast that was included.

Colin B.

Stayed for 6 nights in a superior room on a bed and breakfast basis. |The room was lovely, nice big bathroom and wonderfully comfortable beds |Plenty of space as well. |Breakfast is served in what i can only call a walkway. |It’s like they’ve designed and built the hotel and then thought “bugger, where do we put the breakfast service”. |It’s a strange set up indeed and really should be addressed by the hotel, give people having breakfast some privacy. |Onto the worst part of the this review. |I have a serious nut allergy which means i have to carry epi pens and anti histamines. |For the first two morning i chose the belgian waffles and asked for the coconut sorbet to be replaced with vanilla ice cream, not an issue and it was gorgeous. |Third morning i was getting breakfast to go and requested the replacement vanilla ice cream instead of the coconut sorbet, to which i was greeted with i will have to ask the kitchen if that is possible, strange response to which i replied it hasn’t been a problem the prior mornings why would it be now. Breakfast turned up and returned to the room.Upon opening the breakfast i didn’t notice the slight difference in colour with the ice cream and upon trying some, immediately i knew i had an issue and first action was to take a tablet and hope this didn’t develop into a serious situation. |I immediately called reception to inform them of this serious mistake and give them dues they called me twice that day to check all was well.|If you have an allergy you have to have confidence in the kitchen and servers and this had been totally eradicated sadly. |We proceeded to cancel the remaining breakfast we had paid for. |Not an issue as Meghan the rooms division manager was all over it. |Had a lovely stay but sort out your breakfast area and bingo it was all good.

Deborah W.

I love this hotel. I was upgraded to a corner suite which was fantastic. The room was spacious and comfortable. Great views. The pool is really nice and large enough for doing laps. Staff could not be nicer or more accommodating. The only area that could be improved is room service. While the food was very good, the menu is quite limited. I highly recommend this hotel.

Robyn G.

We stopped going to Pullman Hotel Reef Casino a few years ago after a bad experience with an unclean room. This time, however, it was great and the room was squeaky clean. We had forgotten how spacious the rooms are compared to other hotels. Also, the reception staff and concierge were wonderful and the customer service was prompt and efficient.

Xiaomeng L.

We enjoyed staying at the Reef Casino Hotel with our family and friends. The rooms were spacious and cozy, and the noise cancellation system was excellent. The hotel is located conveniently within walking distance to the main pier, which is quite something for family with kids to catch an early departing boat for the GBR.

The staff is eager to solve all of our requirements promptly. We also ordered a cake for one of our friends to celebrate her birthday directly from the hotel's kitchen. The cake was so good that even the staff and the owner of the restaurant we took the cake to said it was the best cake they had ever seen in Cairns for years.

Bravo, team Reef Hotel. We are looking forward to spending our next visit to Cairns with you next time.

Miguel S.

Outstanding property situated accross from the esplanade and water with great views. Rooms are amazing.This is a luxury hotel and likely the best accommodation in Cairns. Staff are outstanding. Shout out to Jasmine at the front desk and the concierge (trainee) truly exceptional service.|Lots of dining option within the hotel as well as walking distance to a number of good restaurants, reasonably priced. A great 3 night stay and will definitely be back. Highly recommended!!!!

Bob E.

A stay of nine days was good with no issues. Room was nice, service for the room a bit lacking . Towels not replaced after cleaning and we had to request someone to vac the floor. The patio was never tidied and the lounge cushion was soaking wet and mouldy. The louvered screens were broken and couldn't be shut but we improvised with towels to block the light at night. A gardener is needed to trim the shrubs around the patio.
The front staff and the staff in general were helpful and accommodating.
Room maintenance and review needs improving as there are some issues.
To the cleaning staff you need to occasionally vac behind things!
Over all a nice stay and comfortable and would recommend the hotel for a stay in Cairns.