Sheraton Grand Mirage Resort, Port Douglas - Port Douglas, Queensland

Chad H.

Lovely couple days spent here in the resort. My second visit here and it has such a chill vibe. We enjoyed the beautiful gardens and the incredible lagoons. The Lagoon House is awesome! Such a yummy dinner here. Highly recommend. |So cool having the swim up bar too. Drinks pricing wasn’t too bad either!

Karl H.

We stayed for 3 nights and would happily return. The location is great, the main pool area is an amazing space to relax and there are smaller pools around the hotel if you want a quieter spot. The service was excellent, I have read reviews of people having poor service, but if people remember to use their manners, they may have better experiences. The rooms are nice, they are aging but still very clean and comfortable. A fun place to go as a couple, take kids or go as a group of friends. All of which we will hopefully tick off.

Gail M.

On first impressions this is a lovely resort. The reception and main restaurant areas are lovely. The food we ate was all delicious. There is a signature restaurant’Harrisons’ which was holding a take over event on one of our nights. The hotel informed us of this beforehand and we had the opportunity to book for it which we did - amazing! If our 3rd and final night hadn’t been a Sunday (Harrison’s is closed Sunday/Monday) we would definitely have gone back. |The setting and grounds are very nice. |That said the rooms are dated, scruffy and not particularly clean. Of course bedding etc was great, but there is chipped paint, dirty windows and scruffy balcony. Housekeeping was random. The first day they didn’t empty the bins despite there being fruit skins etc needing disposed off. They did eventually come back but only after we asked. |The room was nice enough - large and with direct pool access - but that was not complimentary I did use my suite room upgrade awards. There is no executive lounge. |There are several lagoon pools, but they are a bit worn, needing a paint. All very pretty if you don’t look too closely. We are Marriott vacation club owners and this is definitely no where near the standard of upkeep or cleanliness of a vacation club.|That said we did enjoy our stay. The staff were all lovely and friendly. We’re from the UK so may never be back, but if we did I wouldn’t rule it out for another stay.

Jordan G.

I visited the Sheraton Grand Mirage 12 years ago, and it’s great to see that the property has been updated since then. The modern upgrades give it a fresh, contemporary feel while still maintaining the spacious rooms with ample storage.||The resort offers strong WiFi throughout the property, and even during the summer low season, it was well-staffed. Every team member we encountered was friendly and welcoming. A small but appreciated touch was having fresh pool towels in the room daily.||One of my favorite features—the swim-up pool bar—is still going strong, serving up great drinks. The Daintree Bar is well-themed and a comfortable spot to relax. I also appreciated the addition of self-service water stations throughout the property, which was a great improvement since my last visit.||The only downsides were the slightly underwhelming Feast breakfast and a fire alarm at 3:20 AM on our last night. Unfortunately, communication during the evacuation was poor, and it was clear the night auditor needed additional training to handle the situation more efficiently.||Overall, still a fantastic resort with great amenities and service. I’d gladly return!

Sunshine552028

Positives: grounds are beautiful and well maintained. Lagoon House restaurant for dinner was delicious and the service was good. The location of the hotel is beautiful.||Negatives: pool staff - I would go as far as to say the pool staff actively avoid eye contact and interaction so as not to be asked for anything. You’re almost made to feel bad for asking for anything because it all seems to be too much effort. |The pool hut is never staffed, after waiting up to 10 minutes, you usually end up having to try to flag down a staff member just to get a pool towel. On one occasion I was refused any towels for my family of 4 because they had “run out”. |The staff either refuse to assist or agree to assist but then don’t return to actually assist. There are no staff to assist with anything around the pool, no staff to clean up glasses or remove plates etc - the dishes just sit there until a bulk clean up at the end of the day. |The pools look stunning from a distance however don’t appear to be cleaned often or well maintained. There are multiple tears in the flooring of the main pool which can be quite painful if you catch your foot or hand on one. |We stayed in a garden view room which was small. The decor was quite dated. We received bare minimum housekeeping each day (change of towels - only when there was “enough”) and emptying of rubbish bins. |Feast restaurant for dinner was overpriced and the food was lacking flavour. |Gym and spa are not located on main resort grounds which is inconvenient.

Kento K.

When I checked in, the staff told me they would bring my luggage to my room, so I entrusted all my belongings to them. However, they left behind my bag, which contained my passport and wallet, on the cart, and it never made it to my room.

The next morning, I realized my bag was missing. I searched my entire room, but of course, it was nowhere to be found. I went to the front desk and asked if the staff might have forgotten to bring it. As it turned out, my bag had been left on the cart the entire time.

I was relieved that it was found, but the staff’s response afterward was truly terrible.

If I had lost the bag myself within the hotel, I would have accepted that it was my fault. But in this case, I had entrusted my belongings to the staff, and they had simply left them behind. Instead of enjoying a relaxing morning with breakfast and a swim, I had to spend my time searching for my lost bag all over the hotel.

And after all that, all the staff said to me was, “You’re lucky!!” I was absolutely furious.

I paid a lot of money for a relaxing stay, yet I ended up wasting my time dealing with this issue. And to make matters worse, all I got was a careless “Lucky!!” from the staff.

When I asked if they would do anything to address the situation, they just said, “We’ll ask management about it.” But in the end, nothing was done, and I checked out without any further response from them.

It was a beautiful hotel, but the staff’s poor handling of the situation completely ruined my experience. I’m deeply disappointed.

What was supposed to be a special birthday stay turned into a frustrating and upsetting experience.

John

The hotel itself is impressive in scale and quality, you instantly get that resort feel when you arrive. Our room was immaculate and clean and the staff we encountered were all friendly and welcoming. The food and drinks are incredibly overpriced and we generally avoided them for that reason, but we had a great stay and would definitely return!

Capar

Disappointing First Impression
We just arrived at Sheraton Port Douglas after a long trip from Melbourne. My daughter is exhausted and sleeping in the car, but the reception staff refused to let us check in even one hour early. The hotel is practically empty since it’s off-season, so this lack of flexibility and empathy is extremely disappointing. This is not the level of service we expected, especially from a Sheraton property. A little understanding would have made a huge difference.

2. Review

We stayed at Sheraton Grand Mirage Port Douglas, expecting a true five-star experience, but unfortunately, it did not live up to the standard.

The cleanliness was disappointing—both in the rooms and around the hotel. The pool wasn’t as clear as expected, and the entire property seemed like it needed maintenance and renovations. As we walked to our room, we saw two rats outside, and throughout our stay, there were lizards, frogs, and even flies in our room. I also developed an allergic reaction during my stay, possibly from the pool, though I can’t say for sure.

The staff at the reception were not very welcoming. While they weren’t outright rude, they seemed impatient and not particularly polite. A five-star hotel should have a much higher level of hospitality.

On the positive side, the breakfast was decent, but overall, our stay did not meet expectations. We chose this hotel expecting a comfortable and luxurious experience, but it fell short. I don’t think I would stay here again.