Shangri-La The Marina, Cairns

We had another amazing stay at the Shangri-La - the third time we've stayed there. The hotel suits us and has everything we need. Lovely bright room with a very private balcony. The shower is the biggest we've ever seen and had great pressure and temperature. Breakfasts were wonderful with plenty of delicious fresh fruit plus lots of choices for hot or cold food. We're missing being there and are already making plans to return next year for a fourth visit.

A really wonderful stay at the Shangri la. Check in was stress free,staff friendly and smiley,what a big difference that makes to any hotel stay. | We stayed in a horizon club room,large balcony overlooking the marina. Our room was immaculate, very spacious, comfy sofa,light and bright. On a personal note,we found the bed to be a little on the soft side,but didn’t stop a great nights sleep. The bathroom was/is light and bright,the shower possibly the best anywhere we’ve stayed. Talk about a power shower!! Tasteful L’occitane toiletries. Great hairdryer, iron and board,no mini bar in the room,but tea/coffee/bottled water. | The Horizon club was such a treat,if you can,it’s well worth the extra.Beautiful brekkie,a great choice of hot and cold food,fresh fruits,yogurts,juice. |In the late afternoon,early evenings,canapés and other food is served,along with alcoholic and non alcoholic drinks. Staff there are so warm and friendly-Thank you.| The pool area is quiet,comfortable sun beds,pool towels provided,and the pool bar menu is reasonably priced,and great tasting too. As mention in a couple of reviews,there are a few areas that could do with a bit of maintenance around the pool,but,it I don’t think it detracts from general chilled feel and comfort.| Lots of great places to eat nearby,easy walk to shops,a very short stagger to get a boat to the reef!| All in all,a great stay.Thank you so much.

I had the most wonderful holiday at this hotel. Every staff member was incredibly polite, friendly, and attentive — their service exceeded all expectations. They even surprised me with chocolates for my birthday, which was such a thoughtful gesture. The hotel itself is beautifully positioned right on the marina and the views are stunning. The bed and pillows were so comfortable, and our favourite start to the day was having delicious buffet breakfasts on the waterfront. So tranquil and relaxing. I loved my stay, and highly recommend this hotel — I can’t wait to return! ⭐️⭐️⭐️⭐️⭐️

We stayed at another five star hotel in Cairns before giving this one a go! And the friendly culture here and staff that go out of their way to help you (me) is exceptional. We spent a day by the pool! The pool has a bar and food menu with very reasonable prices. The hotel is very secure by only allowing guests into the pool and hotel accommodation areas thereby - peace of mind for fussy people (like me). The rooms are bright and modern and a lot of thought has been given to make guests very comfortable. There is a door bell for room service and I’ve never stayed at a hotel before where a porter is so keen to be there for you (me). I think this hotel will uplift anyone’s mood. But I do smile and engage with staff when they want to help me and thank them. I certainly enjoyed the raw scallops QLD at the restaurant which are very filling and dare I say it: cheap!

It would have been good to be informed that my room was directly opposite a helicopter base. The noise was ridiculous. I was upgraded to a mid-range room as I had to wait only a short while to access my room. That was appreciated. The front desk staff and restaurant staff were efficient, but abrupt. The breakfast buffet was serving tinned pears & peaches. I did comment about this being below par at this tariff. The next day it was a better, more upmarket buffet. The room was very clean. The view nice. The cleaners and service staff delivering to the room were exceptionally pleasant, and professional. Having stayed in a range of better hotels when travelling, Shangri La The Marina, Cairns needs to lift it's game. Not 5 star at all.

We chose Shangri-La because we have experienced the exceptional quality and luxury of Shangri-La Manila, and naturally, we expected the same level of service and standards. Unfortunately, our stay in Cairns did not meet those expectations. 1. Parking: We were surprised to learn that Shangri-La does not have its own dedicated parking and that parking is charged at $30 per day. For a hotel in this category, we expected complimentary or included parking, especially for overnight guests. 2. Food Quality: We found that the food did not justify the pricing. The taste and presentation were below the premium standard associated with the Shangri-La brand. 3. Front Desk Experience: While the cleaners and valet staff were very polite and helpful, the staff at the front desk did not seem warm or welcoming. This was disappointing because excellent hospitality and genuine customer care are usually trademarks of Shangri-La. 4. Room Condition: The sofa in the room appeared quite worn and had visible loose fibres. It did not reflect the high-end quality that Shangri-La is known for. 5. Deposit and Charges: We were charged $700 the process of having the remaining balance returned took longer than expected. We also paid total of $500 for dinner for one night, and carpark for 7 days stay which felt very unreasonable considering the in room dining experience. We stayed at Shangri-La because we trusted the brand’s reputation for luxury, comfort, and excellent service, and unfortunately, this particular stay was not what we expected. We hope this feedback helps improve the experience for future guests.

Beatriz and all colleagues (specially the French girl) at breakfast and in Horizon Club were great. Great room, super breakfast and the extra cost for the Horizon Club is worth every dollar. Great location close to bars and restaurants. Great food/cocktails at the pool. Also the pool was just fantastic.

One of the best hotel experiences we have encountered. Great facilities, rooms, staff, value and location. Our suite overlooking the marina was very roomy and well appointed. All staff were respectful and eager to make us feel welcome. The restaurants, shopping and attractions surrounding the hotel added to the enjoyment. The jetty for ferries to the reef and islands is right next door too. Highly recommend this hotel.

Perfect location when in Cairns, you're close to everything. The fun, the adventure and the leisure. Rooms and service are top notch, and the views are picturesque.

Amazing location and got a stunning view of the marina. It's an older hotel with a confusing layout, but the guest rooms are renovated. This hotel couldn't have been in a better location. It's right by the boat terminal so we walked across the street to meet our tour headed for the Great Barrier Reef. My favorite restaurant is right next door too! Highly recommend Salt House. There's a little shrimp boat restaurant right outside, but you do need reservations.

The Shangri-La hotel in Cairns has a beautiful location. The rooms overlooking the bay and facing east have spectacular views. The rooms are well appointed and very comfortable. Unlike Shangri-La hotels in Hong Kong, Bangkok or Singapore, the staff are poorly trained. The service in the restaurant was very variable - from rude to friendly. The hotel is old, but could have been cleaner. The bathroom had mold around the tub. The flush leaked and flooded the bathroom during the night we arrived. The duty manager was quite blasé about it and gave us a key to another room 20 doors down the hall to use the bathroom during the night!!! We are senior citizens, so a toilet that far away at night is terrible!!! The next day, they never offered to comp the room for the night of inconvenience. When we asked, the duty manager was bargaining with us and finally said he would give us the room for half price for the night when we barely got 3 hours of sleep and had to run down the hall to use the toilet at night and shower in the morning. This was a terrible start to almost a week in Cairns. That said, the hotel has a wonderful location. It needs to train the staff and management on customer service.

I ordered a king bed and was placed in a room with two twin beds pushed together. I kept falling in the gap in the middle. It took them awhile to find a single king mattress, which was in an upgraded room luckily. In the meantime, they were trying to get me to cancel my reservation at 11pm at night and find another hotel. They told me that pushing two twins beds together is their norm in this hotel to make a king bed! Never in my lifetime have I experienced such a thing. Shame on them. The once in the new room, I couldn't cast my iPad to watch Netflix. Reached out again for support and no one to figure out the problem about why it was still casting to my old room. I know I couldn't be the first person in that hotel to change rooms. So stuck with just hotel tv for the days I was there.

We booked this hotel for one night on our honeymoon. It's within walking distance to some great restaurants, and we had a nice harbor view from our room. Great location if you're going out on a reef tour as you can walk right across the street to your departure boat. The room itself was nice but a little older. Robes, slippers, and bath products were nice. The shower door wouldn't close all the way so we got puddles of water on the floor whenever we showered, which was a little annoying. We missed a connection from Sydney and couldn't go on our scheduled dive, so we visited the concierge who wasn't very helpful. Basically, after noon, it is too late for any tours but not her fault. The front desk was very helpful and gave us lounge access. Happy hour provided some decent drinks and light bites. Breakfast was pretty decent too, but it's probably better in the actual restaurant downstairs. The pool looked nice, but we didn't make time to use it. One thing that is not a big deal but was bothersome is the layout. It seemed like we walked forever from reception to get to our room. The hotel is actually kind of confusing, like a maze, and we had to ride two different elevators to get to our room. Not a deal-breaker, but worth noting. Overall, this is a decent place in Cairns.

Nice 6 night stay at the Shangri-La. It's definitely one of the nicest hotels in towns and is on a beautiful property with a nice pool and gardens. My room was amazing with an incredible sea view. The room was very large with a comfortable bed and nice shower. The service was also great - free shoe polish, laundry services, food downstairs at the backyard, and really helpful staff. My only complaint is the WiFi in the room sucks so I kept going over my daily data plan while in cairns as opposed to other places. I even switched rooms to try and get better WiFi and it was still really spotty for me. Now if you don't need the internet you should be fine, but I rely on the internet to keep up with work while traveling so it was tough for me. Regardless - beautiful place and lovely stay!

Nice resort Had no nice view just overlooking the car park and not overlooking the pool like i was told i was getting over the phone. Got room service everyday, nice large pool just needs more seating, Only a short walk to restaurants. Just a walk to cairns main shopping mall.

I spend on average 275 nights a year in hotels, sometimes I decide to roll the dice and let Hotwire choose for me, that's exactly what I did on my recent stay in Cairns Australia. At face value I was excited to have landed your hotel, it was a 5 min walk from where I needed to be for my daily excursions and I had heard good things. Knowing the brand I expected very good things, boy was I wrong. I arrived earlier than expected and made my way over to your check in desk; you know the first opportunity a hotel has to exhume exceptional customer service. This is far from what I received; the lady behind the desk had a worse attitude than a New York cab driver. After I had given her my name and my confirmation number the next words out of her mouth were about how many people were in my party since I had "2" on my reservation; and that I would need to pay for additional guests. Mistakenly when booking I must not have checked that there would be 3 people in my hotel. I'm also not sure what the additional $60aud a day covered? Let me better explaine, I was staying in a two queen room, for the reason of 3 guests; the desk informed me the charge was to accommodate for the additional guests. Which would make perfect sense if changes had to be made to accommodate for said guest. I'm not sure if it's expected that people who use Hotwire are cheap, unseasoned travelers or simply put "stupid", but the tone and attitude was so condisending that I almost turned right around and left your hotel. Let me reiterate when customers pay premiums to stay places they would anticipate customer service to match. The attitude and presentation given by your 5 star staff is far from 5 star service. I have stayed in 2 star hotels which have shown better hospitality, and customer service than I received inside your hotel. After check in was compete my additional charges were "told" to me I was offered to leave our bags at bag check and informed I'd be called as soon as my room was available, which "should only be an hour or so". My companions and I proceeded to grab food and waste time while waiting for our room confirmation call. It NEVER came. So I've now very rudely gone through check in and was then never informed that my room was available. Once up to our room we do stop downstairs for some food. Here we meet Tyson behind the bar, he was the first genuinely nice person we encountered working at your hotel. Night one goes well until 6 am when construction starts 12/3/2018 - that's quite a wake up call. Opt for breakfast outside of your hotel because at this point the less time I spend there the better. When we arrive back in the afternoon we shower and then call for fresh towels so we'll have them in the morning. Five hours latter when we return from dinner, guess what ? No fresh towels. One of my companions decides to walk down to the desk to retrieve towels for us. Night two goes fine until 06:25 must have had a delay in construction on 13/3/2018 - again hammering and drilling. This was enough for us, we gathered up our belongings and proceeded to checkout; we were in Cairns for two more nights but I wasn't going to extend my stay at your establishment. My opinion was slightly changed at checkout, here I dealt with Dean, he didn't deserve to deal with the fallout of my experience; but he was very attentive and apologetic. This helped me to realize that maybe not everyone on your hospitality team was placed in the wrong roll. When customers come in your desk person has one opportunity to set an example of the service which they are about to receive; your front desk missed the mark by a long shot. It isn't about money or cost it's about service, and your team lacked all around. There was another person at the desk who I would assume was a manager and saw my dissatisfaction upon check in, but they chose to just keep their head down and ignore the situation unfolding. This shows me that the issue isn't with just one employee, but top down. Hopefully you can fix your issues before loosing any other customers. I'll be sure to pass this information along, as my group is expanding into your chains coverage region.

Overall, this hotel was fine, but did not perform above and beyond. We arrived early and they were unable to get us into our room until about 15 minutes before check-in time. I know this is not required by hotels, but I couldn't believe that after being there since about 9am, they couldn't get a single room clean for us to go in. The rooms were nice - no complaints from that perspective, and I liked the location. The concierge was helpful with trip planning. The pool is much less impressive than it looks online. The little restaurant by the water does have a nice little view. This was a fine hotel to stay in, but I certainly wouldn't pay more to stay here than some of the other hotels.

We stayed at this Shangri-La Hotel for our nights in Cairns and overall enjoyed our stay. - We got upgraded to the Horizon Club level with free breakfast, free coffee/sodas all day, free happy hour and appetizers at night. We didn't even ask for it and we didn't pay extra so we were pretty A-OK with it. - The people working here were so nice. From the bartender at the pool, the ladies at the front desk, to the people in the club level, everyone was extremely friendly and helpful. - Room was big with a patio overlooking the water, so that was nice. Bathroom was enormous (I think it was designed for persons with disabilities) and the shower flowed right in the floor with just a curtain to keep it from being everywhere else. It also had a large picture window that opened out to the room. You had to put down the shade if you wanted some privacy...but the BF said he could still see me. It was like his own free shadow show or something. Ha! - Downstairs in the lobby there was a coffee shop/cafe/bar where we bought wine to take to the room a couple of nights. - A mall area was connected that seemed to have seen better days as far as number of stores. There were a couple of cool bars in there that had some lively activity, so we appreciated that! - This was close to everything, walk to the water, walk to the Esplanade, market, restaurants, bars, whatever. Give the Shangri-La a try if you need a home base in Cairns, especially if you can magically get upgraded to the club level with the free breakfast and happy hour.

The marina view (from the room) is spectacularly breathtaking. You can even enjoy it while in the bathtub if you dare. We stayed at the Club level. The room is very spacious, bright and contemporary. The Club Lounge unfortunately was under renovation, so the makeshift one (on another floor) was more like a conference room. Availability of food was disappointing, not too many to choose from, and definitely not the greatest. The concierge who seemed knowledgeable arranged a cruise for us. Location is convenient. I am sure the experience would be better if the new Club Lounge was ready.

Ok, I am giving them 3 stars based on the staff and location, but absolutely agree that this hotel is in dire need of updating/renovating. We stayed here for 2 nights in April 2013 prior to heading further North to Silky Oaks resort and beyond. Our room had a great view of the marina, and a nice balcony. The room itself was quite spacious, but the bathroom was very outdated, and the room could definitely benefit from some refreshing/updating. We did enjoy the saltwater pool, and pool area. I really hope that this hotel invests in itself and makes the necessary updates, as the location really is perfect.

Perfect Hotel.. very user friendly .. staff are great too. Plenty of great Restaurants nearby.. tha fish, prawn stars, etc ..

The shangri-la has obviously been around for a while; wood surfaces in the bathroom were really worn and bits of paint were missing off the walls.. That said, we had a room with an amazing view; comfy king sized bed; management and staff were among the best I have encountered anywhere in Australia and a real stand out in cairns which I find extremely mediocre in that respect.. Exceptional value (booked thru wotif) considering the buffet breakfast for 2 was included in the tariff.. Would stay here again in an instant..

This hotel is a decent facility. The king sized bed was comfy, and our room was spacious. The bathroom had a nice sized tub and a separate shower. The TV had a welcome greeting in the reserved party's name, which was a nice touch. However, the shower door handle fell off on the first day after a simple shutting of the door. The layout of the hotel is quite the maze...glad we had a room close to the exit to get to the elevators! This hotel is in a good location, very close to the marina where you get picked up for water activities. The shopping center attached to the hotel had many stores that were either closed or out of business, which was a turn off. The front desk of the hotel tried to up-sell us on an upgrade package, where you get a room with a better view coupled with breakfast and access to happy hour for $60 a day. The staff tried to spin it that you get free breakfast and drinks, but it's not really free if you're charging a fee for the upgrade. We had no interest in this since we planned on spending most of our time out anyway. The staff was very pleasant in their offer, though. In fact, all the staff we came across were extremely friendly. Overall, I would consider staying here again, but would probably look into other lodging first before committing.

This hotel is in serious need of an update. I cannot believe it's rated so high on TripAdvisor which is the site I always use for international travel. It's ranked something like 9 out of 64. If that's the case I wonder what these other hotels are like. It smells and the bathroom is wood. I went to the Pullman and was very impressed it is more but I think worth it. It's only 2 stories high with no in room dining. The pool area is also very underwhelming. The room size is good but again I would not recommend staying here. I cannot get the wet humid piss smell out of my nose 2 pros about this place one of the customer service is absolutely excellent. And two if you're going to go to the great barrier reef the fleet terminal is literally steps away

I'm surprised this hotel is part of Shangri-La. This hotel is very dated and in desperate need of a remodel. The design is quite inconvenient as well, making guests walk down 2 or more long hallways before getting to their room as the hotel is only about 4 floors high (technically, the highest floor is the 2nd floor). I found the staff to be prompt and courteous, however after a palm frond fell on my friend while we were at the pool, the manager handled the situation pretty poorly. After asking if she was hurt, he informed us "This is not America, so you cannot sue us." As if the unheated pool wasn't enough, now heavy fronds are falling down around us. Last gripe, a 10 minute telephone call to an area code outside of Queensland ended up costing me $30, (I was only there for a week so when I called a tour guide, I didn't realize their cellphone number was from Victoria). Having stayed at Shangri-La's in Shanghai, Hangzhou, New York, and Los Angeles, I have to say I was definitely disappointed.

Stayed there for 3 night from last Friday to Monday. Room was basic. We chose it because of the brand and location but this trip we did not enjoy our stay at all. Our room 1028 was above a night club! Both Friday night and Saturday night were very loud! We could not sleep, called front desk at midnight and was done nothing. They could have told us when we checked in about the noise... Also, dont pay extra for seaview room, since highest floor is 2nd floor, between hotel and sea there are tall trees. So our room on the first floor, can not see much sea at all. And if you are a light sleeper, better ask them for a quite room since there is a night club on the ground floor and a restaurant/bar too.. And you dont want your room on top of those two...

I loved it....right in the heart of things...there are some fantastic restaurants on the bottom floor that look out to the marina and mountains...check out Tha Fish...really excellent....get a room that overlooks the Marina. The service was excellent....I left for a couple days on a boat dive and forgot some things in my room (including the keys to my house and car) and they retrieved them and had them ready for me when I came back several days later...and the pool is really cool and spacious....its a little pricey but was worth it.

I liked it. I stayed as a horizon club guest and I loved it. Our room was updated and modern. One bad thing: the walk to the room is very long. Hallways are not very well designed.

Hotel was very mediocre. Location was convenient and staff friendly but the hotel was dated, bed uncomfortable, and seemed a little "dirty". I stayed at the Shangri-La Sydney a week earlier and it was far superior. I was expecting this to be more luxurious and was disappointed.