Mantra Heritage Port Douglas 4 stars

Customer review rating (ALL Rating) 4.4/5 360 reviews

Mantra Heritage Port Douglas - Image 1
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16 Warner Street, 4877 PORT DOUGLAS, Australia

Description

Hotel extras

  • Unwind in a sun lounge or utilise the barbecue cabana for a relaxing day in the North QLD sun

  • Situated in the heart of Port Douglas, you are central to everything when you stay with us

  • Every room provides cool comfort with air-conditioning and ceiling fans

  • Mantra Heritage offers two Saltwater Lagoon Pools to enjoy during your stay

  • Cook up a storm with our complimentary BBQ area, located pool-side for a true tropical holiday

Our accommodation(s)

Room

Hotel Room

  • 2 pers. max
  • 42 m² / 452 sq ft
  • Bedding 1 x Queen size bed(s)
  • Most of the accommodation: Balcony
See availabilities

Hotel location

Mantra Heritage Port Douglas

16 Warner Street
4877 PORT DOUGLAS
Australia

GPS:-16.482759, 145.462916

Telephone
Fax +61 7 4084 2333

Access and transport

Hotel services

Check-in from - Check out up to

On site
  • Swimming pool
  • Car park
  • Pets not allowed
  • Shuttle
  • Wi-Fi
  • Air conditioning
  • 100% Non Smoking Property

Pool

Stretching over 1200 square metres, Mantra Heritage offers two Saltwater Lagoon Pools (one heated) as well as whirlpool spas. Soak up the sun in true North Queensland style as you enjoy relaxing in the water.

Our guest reviews

Our guest reviews

100% genuine reviews from our guests

Find out more

ALL Rating  4.4/5  360 reviews

TripAdvisor Rating  3.8/5  789 reviews

Customer review rating 1.5/5

Greg M. Families - Confirmed reviews ALL

Multiple maintenance issues with the apartment we were allocated, lack of basic cutlery, insufficient power point availability in the family area, balcony fan not in proper working order, constant puddles of water from the air-conditioners, kids shower door unable to be opened, pool area very dirty and didn't seem to be cleaned in the 6 days we were there. We won't be back unfortunately,

Thank you for taking the time to share your feedback with us. We sincerely apologise for the maintenance and cleanliness issues you experienced during your stay. We understand how disappointing it is when an apartment does not meet expectations, particularly regarding the cutlery, power point availability, balcony fan, air-conditioning leaks, shower door and the condition of the pool area. Please be assured that your comments have been taken seriously and have been shared with our management and maintenance teams. We are actively working through these concerns to improve our maintenance program, housekeeping standards and overall guest experience. While we are sorry to hear that you will not be returning, we appreciate your honesty as it helps us identify where we need to do better, and we remain committed to making meaningful improvements across the property. Kind regards, Eddie V

Location and air conditioning were good

TripAdvisor rating 3.0/5

heidisally TripAdvisor review

The location is very central to Port Douglas and easy to walk anywhere from the apartment. Apartment air conditioning was excellent. I didn’t enjoy the pool due to the lack of parenting related to constant running, jumping, bombing etc from kids and wish I had read past reviews of a similar vein before booking. A minor issue which could easily be fixed is the rather limited number of towels allocated for the stay (one per person) which in such a hot area seems lean and most places in the area have additional pool towels available at the pool. After a day or two snorkelling my pool towel wasn’t good. The rubbish bins in the hallway weren’t always emptied and rubbish on the floor often just stayed there. Reception staff seemed to be quite relaxed so perhaps they could be responsible for monitoring the pool behaviour, checking where cleaners might be needed and or storing pool towels.

Customer review rating 3.0/5

Cheryl C. Couples - Confirmed reviews ALL

Staff were all lovely. Air conditioner problems they resolved by using bleach to clean the unit which then blew through the system into our unit caused much discomfort.

Dear CHERYL, Thank you for taking the time to tell us about your experience at the Mantra Heritage Port Douglas. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies. At Mantra, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence. We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Sincerely,

Customer review rating 2.0/5

Natalie B. Couples - Confirmed reviews ALL

Great location but that is about all this property has going for it these days - sadly. We are local and have stayed here often. It is getting very tired and in need of a lot of cleaning and maintenance. The pool is terrible. The pebbles of the pool floor are all lifting, it's not vacuumed so it was full of rocks and seeds from the trees, the maintenance man was there daily picking up fronds etc but never once used his "blower" to clean off the decking of the pool - there was clothing left behind in the gardens - that were there for our stay. Yes we were only a 2 night stay - but we have been in the accommodation industry and were quite disappointed in the overall cleanliness and upkeep of Mantra Heritage. The steps heading out of the property up to Macrossan Street - has anyone every looked at how filthy they are??? Our room was "clean" but the airconditioner leaked constantly - even keeping it on 24 degrees. Yes we saw the sign to "contact reception if it is leaking" but we just put our pool towels under the drips to save the carpet as what is a maintenance guy going to do over the NY break?? I hope this feedback is taken in the manner it is delivered - as a way to improve. Not hard guys - just walk around with your eyes open as a guest ... you will be surprised what you "see". Happy to be contacted for any tips ?! Natalie 04…

Hi Natalie, Thank you for taking the time to share such detailed feedback and for your continued support as a returning local guest. We truly appreciate your honesty and the constructive way you have raised these concerns. It is disappointing to read that your recent stay did not reflect the standards you have previously experienced with us, particularly regarding the cleanliness, maintenance, and presentation of the pool area, gardens, and common spaces. Your comments about the pool condition, decking, steps to Macrossan Street and the overall upkeep have been noted and will be addressed with our maintenance and housekeeping teams. We are also sorry to hear about the air conditioning issue in your room and appreciate you doing your best to minimise the impact during your stay. While our team is always available to assist, we understand your perspective, especially during the busy holiday period, and we regret that this detracted from your experience. Your feedback is absolutely taken in the spirit it was intended – as an opportunity to improve – and we thank you for caring enough to share it. We will be reviewing our cleaning schedules, maintenance processes and daily inspections to ensure the property is presented to the standard our guests expect and deserve. Kind regards, Eddie

Customer review rating 1.0/5

Matthew B. Couples - Confirmed reviews ALL

Initial room had broken aircon. Swapped to another room with broken spa. Offer to reimburse 20% room charge was accepted, but then never honoured. Late checkout was requested but never confirmed so we left at 9.30am on day of departure. After a poor outcome first stay in April this year due to damp carpet smell, I thought I’d give it a second chance. But ended up back in the same room as that first stay in April with all the memories. Never again. Just a poorly managed and barely maintained property. Question is - do I try one of the four other Mantras in Port Douglas, or just give the whole brand a miss? Definitely a weak link in the Accor stable!

Dear Matthew, Thank you for taking the time to share your feedback and for giving us a second opportunity to host you. I’m genuinely sorry to hear that your experience did not meet expectations, particularly with the air conditioning and spa issues, as well as the confusion around the agreed room charge adjustment and late checkout request. This is certainly not the seamless stay we aim to provide, and your comments highlight areas where we need to improve our communication and follow-through. We appreciate you raising these concerns, as they allow us to review our internal processes and ensure commitments made to guests are clearly documented and honoured. Your feedback has been shared with the team so we can address these matters and prevent similar situations in the future. While it’s disappointing to know we fell short on this occasion, we do hope you will consider giving us another opportunity to provide the level of service you expect and deserve. Kind regards, Eddie

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Other web-users rate our hotel

  • 280 reviews 9.6/10 Location
  • 299 reviews 7.1/10 Room
  • 200 reviews 8.5/10 Service
  • 11 reviews 4.8/10 WiFi
  • 142 reviews 7.9/10 Pool
  • 134 reviews 5.2/10 Cleanliness
  • 24 reviews 2.6/10 Food
  • 15 reviews 3.7/10 Wellness Area

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