Classificação clientes Avis (Classificação ALL) 4.0/5 1.919 comentários
Designed for maximum comfort, Mantra Trilogy's hotel rooms and apartments let you keep your cool with roomy surrounds, air-conditioning and ceiling fans. Our Cairns apartments have fully equipped kitchen and laundry facilities as well as a separate dining area and spacious balconies with breathtaking ocean views.
101 105 Esplanade
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UNEXPECTED SECURITY DEPOSIT OF $500 UPON ARRIVAL NOT EXPLAINED PROPERLY. LEFT US OUT OF POCKET 5 DAYS ON HOLIDAY.
Classificação TripAdvisor 1.0/5
Sarah G Avaliação certificada TripAdvisor
Will never stay here again. 1. We were told prior to booking the payment of 3 nights can be paid upon check out. Weird not to pay upon arrival but that's what we were told. No other fees mentioned. 2. Upon arrival we were told to pay now. We happily did but were told if we wanted split card payment between us 3 girls, we would each be charged a percentage surplus card fee for split payment. We were also told we would need to put a total of $500 on someone's card as a "holding fee/security deposit". We were not told this prior to booking. Staff said its to ensure we don't leave before our booking ends and hotel loses money. We said that because we're paying upfront in full for 3 nights upon arrival that makes no sense. Staff then tried to make it sound more like the $500 was a holding fee in case we damage the room. We argued a little as this fee was never mentioned to us, but we came to an agreement with staff that we would put the hold fee on my sisters card, on the promise that her money would go straight back on her card upon check out and we also didn't need to pay a surplus card fee for split payment. We were unhappy that my sister would be out of pocket for 3 days but nothing we could do. 3. We had a 3 bedroom ocean view apartment. It was in the main building and good size, however the walls were not soundproof and there was a lot of loud kids next door (6.30am screaming). The floors were not cleaned and were covered in dust and dirt. There was no fan in the main bathroom. We were told no room service or cleaning available. Frying pan was not non stick and utensils etc all old and gross. 4. Upon check out, staff told my sister that the holding fee of $500 would not be put immediately back onto her card and that it would take up to 3 business days. We were furious because this was not explained to us prior to booking when we asked about fees and rooms, or when we checked in. We were told it would be given back immediately. Staff said that if we had paid it in cash then they could give it back in cash but card takes longer. From our discussion with the check in staff it sounded like they would just insert the card and refund it like most hotels would. My sister had budgeted her holiday to the last cent and we still had 4 days left to spend in palm cove and my sister had only a few dollars in her account until her pay day. We had to cover her for 2 days before then. That $500 was not able to be used by her and it really put her out. Imagine if a family were on holiday and couldn't use that money for their kids for a few days. Awful service. Staff apologised but didn't seem like they really understood how bad that was. 5. We stayed at a place in palm cove the following 4 nights and they were apart of the same hotel group called Peppers Beach Club. We mentioned it to them and they explained that what mantra trilogy did was very poor, and that they should have explained that the length of time before the $500 is returned actually depends on your bank! She read out the list on her computer that she said was the same as every hotel in their chain. Some banks were 3 days, some were 7 days and others could be up to 30 days and that was my sisters bank! So you could potentially not get your money back for 3-30 business days. Thankfully my sister surprisingly got hers back in about 4-5 days but by then our holiday was almost over and she had been hoping to use that money during this time. We understand that you may pay a holding fee or security deposit in some hotels but we have never paid more than $200-250 for this fee in any other hotel! And to not get it returned immediately upon check out or explained that if it was cash then we could, that is appalling service! We will ensure that we or anyone we know will never stay at mantra trilogy again. Don't charge a fee without completing explaining it or making it very clear on your website or booking places. We had to go through your full terms and conditions just to find any mention of extra fees and it doesn't say holding fee/security deposit anywhere. It mentions some other percentage fee that is the closest thing we could find that could be it. Very misleading and nasty to spring on your guests! Train your staff to explain it better.
Dear Sarah, Thank you for this detailed feedback. We are deeply sorry to read that your experience went that way and it is clearly not a reflection of the level of service we strive to deliver. Yes, in every hotels security bonds are required which covers any damage or theft of hotel property that may occur to the hotel suite during the occupied dates. This is a standard procedure, however the amount is subject to the hotel policy itself. The below information is stated on every guests confirmation letter that is sent to them and hopefully clear enough for our guests to prepare for their stay: "Deposit: All guests are required to provide a credit card pre-authorisation of $200.00 on arrival to cover any miscellaneous charges. Where a credit card is not available a $200.00 cash deposit will be required (The actual amount required may be higher for some room types)" I would like to apologies if the information was badly communicated during the check-in process and I will personally inquire my team member to investigate what was said at the time. All my front desk team members are trained the same way and should deliver the same service/information to all our guests so I am deeply sorry if we failed on this matter. I am also sorry to read that the budget was compromised due to the bond taken. I just wanted to highlight that we always try to show our best empathy to our guests and on that note, I remember offering you a special rate that was able to match your exact budget when you called us to book. This rate was nowhere available online and I personally decided to do so as again, we look after all our guests as best as we can. Again, I wish to apologies for the poor experience you have faced and I will review this with my team. We hope that we can make your experience better if you wish to give us the opportunity to welcome you again some time. Sincerly, Margaux Bertolini Front Office Manager
Location + Space
Classificação TripAdvisor 5.0/5
KristaH673 Avaliação certificada TripAdvisor
Perfectly located with access to Cairns Esplanade, restaurants (including good Italian and Greek restaurants), convenience stalls, cafes. Self-contained apartment perfect for work and longer stays including a kitchen, laundry and space to do office work. Would definitely stay here again.
Dear KristaH673, Thank you for your review on the Mantra Trilogy, We welcome your lovely feedback on the property and its surrounding amenities and hope to see you back here again in the near future. Kind Regards Guest relations
Hotel in a good location and great staff
Classificação TripAdvisor 5.0/5
AussieCoight Negócios - Avaliação certificada TripAdvisor
I usually stay at the Novotel Oasis when I’m in Cairns but out of frustration at how slow and painful checkin is there, I thought I’d try Mantra Trilogy. Super quick and easy check in, parking was super simple as they let you park on the driveway at the entrance when the parking is full. The corridors, gym etc all looked recently renovated and very well maintained. The room itself wasn’t exactly high-end, as expected, but was incredibly clean and I had no issue on the 3 nights I stayed. The hotel had a seperate entrance down onto the esplanade which made it very convenient for going out for dinner etc. A heap of bars and restaurants just outside the entrance. Only minor complaint was the musty mouldy smell in the corridors on every level, I think this is from a lack of ventilation and can be smelt in the rooms as well. Will likely make this place my usual stay in Cairns.
Dear guest, Thank you very much for this amazing review! We are so pleased to read that you have had a wonderful stay with us and that our team helped you to check in smoothly. It was a pleasure to look after you and it would be a pleasure to have you back. Do not hesitate to write to us directly if you have any specific requests so we can make your stay as comfortable as possible. We look forward to welcoming you again in the near future, Kind regards, Margaux Bertolini Front Office Manager
AVOID & SHOP AROUND…Old, outdated & mouldy appartments are not worth the premium
Classificação TripAdvisor 1.0/5
Tony F Avaliação certificada TripAdvisor
Good location but Not worth the premium for such an outdated apartment. The hotel needs a serious renovation to negate the potential health risks associated with the mould/mildew/condensation issues. The odour was unbearable!
Dear Tony, Thank you for your detailed feedback. It is a shame to read that you did not enjoy your stay and that we did not meet your expectations as well. Sadly, if we were aware of your disappointment at the time, we would have loved to change things for you and perhaps make you stay more enjoyable that you can only remember a positive outcome. It is hard for us to switch your feelings once our guests leave the hotel and let us know about issues afterwards. If you decide to come again to Cairns please email me directly and as I would like to make your stay more enjoyable; email@example.com In the hope to welcome you again, Kind regards, Margaux Bertolini Front Office Manager
Toxic Mouldy Ammonia Smell - WHAT A DUMP!
Classificação TripAdvisor 1.0/5
337kanep Avaliação certificada TripAdvisor
Would rather have stayed at the Bates Motel. All I smelled for three days was a rancid mouldy ammonia smell. It was like having a wet nappy on my head for my entire stay. This is very likely the result of constantly damp plasterboard walls. I immediately asked to be moved from my room in the main tower. Two rooms later and still the same problem (tower three). Looking at the comments of others, this is a known issue. I was 'upgraded' to what should have been a lovely one bedroom but it was miserable. Mould and bugs in the bathroom and not even keeping the windows open with the fan would help. The front desk lady (she was French I recall?) was lovely and helpful. She tried. I was literally traumatised when I checked out. As I was there on business, and the hotel was prearranged, I couldn't check out. I will sleep on a park bench before ever staying here. You are endangering your guests!
Dear 337kanep, Thank you for your review on the Mantra Trilogy, We are sorry to hear that your stay with us failed to meet your expectations and your experience with our property disappointed you in this way. We have taken your comments on board and will facilitate and investigation into your experience, we also appreciate your comments on our staff and acknowledging them in their efforts to rectify your issues. Kind Regards Guest Relations
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Preço inicial por uma noite para 1 pessoa na categoria de quarto próximo ao preço, exceto serviços adicionais, exceto café da manhã. Ele corresponde ao menor preço público, incluindo todos os impostos (IVA e imposto de turismo) para a acomodação em questão, encontrado no site https://all.accor.com/ hoje, para uma hospedagem de uma noite no período dos próximos 20 dias. Varia de acordo com o período e a disponibilidade. O preço só será garantido no momento da reserva. Todas as reservas (no exterior) são pagas na moeda do país onde o hotel está localizado. Somente o valor confirmado no momento da reserva naquela moeda será garantido. Nós lhe oferecemos uma estimativa da conversão em sua moeda, mas isso não é obrigatório. No momento do pagamento, seu banco poderá cobrar taxas bancárias e/ou taxas de câmbio.Voltar ao preço do quarto