Mantra Trilogy Cairns

The mouldy smell in room was near un-liveable with aircon running. The dehumidifier on floor in corner of room a tell-tale sign as well as the mould growing through paint in the bathroom. I was unable to receive an invoice at time of departure- as this was a business trip I don’t find acceptable. It is now three days since visit, the $200 pre- authority is still against my account. This experience was not at all acceptable- I travel quite a bit with my work and will struggle to justify staying here again. The rate booked was obviously cheaper than your usual rates - second rate facilities /accommodation is not however acceptable. Should you wish to see photos, I am happy to provide them. I expect that the pre-auth will be reversed/removed immediately.

Nice Unit, great staff

The apartment was perfectly located and in seasonable condition. Some paint needs to be splashed around to tidy up the apartment presentation. Car parking could be improved.

good check in/out, smooth process, friendly staff room ok, very good bathroom, bed ok. room could have had a desk to enable computer work neat and tidy! great location. toilet roll holder is about to fall of the wall. will stay there again

Upon entering your premises there was about 5 people queued up to check in, and two ladies serving one customer at a time together. As an Accor Plus member, I decided to use the priority check in lane which was empty. The ladies at the counter smiled to acknowledge my presence and finished serving the person who they were checking in, which is expected. They then proceeded to welcome and check in all the other waiting guests while I was standing there with my bags wondering when I would get served. Towards the end another customer came in, at the same time the office manager, Kate, came to the front desk, looked at me, and went straight to the other guest who had just walked in and served him while I was still standing there waiting to be welcomed. Once finished with all other guests in the lobby, the two ladies welcomed me to the hotel. Feeling fairly insulted, I quizzed them on what the lane I was standing in was for, to which they replied "Are you interested in becoming a member?" to which I replied "Is it some kind of program where you pay hundreds of dollars a year to get benefits like skipping the queue?" whilst showing them my membership card. To their credit they were apologetic, but their prior insult was already received. I had to wait about 10 minutes or so while they had the room checked for some reason, despite booking it several hours earlier. Apparently my Accor plus membership was not noted on the booking, despite the reservation email stating "Rate package - Accor plus daily stay", and this somehow caused a wait. No other guests had to sit in the lobby whilst the room was checked. Upon booking I paid a premium for an "Ocean View" room. The actual view was shared between the side of the other tower and a muddy bay. To be fair, the edge of the ocean was slightly visible by leaning over the edge of the balcony, this was disappointing. My Accor plus welcome drink, was sparkling water. When asked about it, the manager (Kate) said that its because the hotel did not have food and beverage facilities on site, despite the website stating that there is 4 restaurants on site and a liquor store, again disappointing.