Mantra Trilogy

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.

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.

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.

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!

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!