Ratings based on 2,382 Verified Reviews

4.5 out of 5
88% of guests recommend
4.4 Room cleanliness
4.4 Service & staff
4.3 Room comfort
4.2 Hotel condition
Expedia Verified Reviews
5 out of 5
Recommended
for Couples
by A verified traveler from Mc Crae, Victoria

Relaxing at the marina

Posted Sep 18, 2017
This hotel has the best position in town with great views over the marina,s interesting fleet of yachts and other boats. Our room was very quiet and the beds comfy, every walk from this hotel is interesting, the choice of restaurants is very good too.The pool and garden area is a tropical treat.
2 out of 5
by A verified traveler

Great location, but not worth the price

Posted Sep 13, 2017
We booked a rather expensive garden room for 2 nights in Cairns. Upon arrival, our room was a very long walk from the elevator to the room. The bed in the room was unacceptable. It was bowed from from to back, so sleepy felt like you were in a hammock. The curtains we're ripped, the bed skirt had holes in it and the headboard was soiled from people's heads against it. Even or balcony was not great. There were lots of unwashed smeared bird droppings in the balcony stucco. Our experience was nothing like the photos on Expedia of this hotel. Maybe we for a bag room, but regardless, this was definitely not worth the price.
4 out of 5
Recommended
for Everyone
by A verified traveler from Auckland NZ

Great location and staff

Posted Aug 30, 2017
Pros: The staff :), the pool area, proximity to everything and comfortable bed
Cons: pass on some of the hotel staff's welcoming attitude to some of the Restaurant's bar staff
Location: Close to everything. Plenty of bars, restaurants on the Marina and Wharf. Short walk to the city & Esplanade's activities including the Pelicans!
Fabulous stay. Staff were fantastic except for a couple of the restaurant bar staff - a little bit arrogant. Hotel is close to everything with a great pool area and outstanding garden. Our room overlooked the Marina/city/boardwalk and could get a bit noisy from the bars but was worth it for the views. We were there during the Festival and were able to watch the fireworks from our balcony which gave us a prime view. Again, cannot fault the staff, was always a smile and "Hello" from all so stay felt very welcoming. We felt the hotel was certainly value for money and would not hesitate to stay again.
Comment from Hotel Management
Sep 5, 2017 by Nic O'Donnell, General Manager, Hotel Management
Hi Sandy, Thank you for your wonderful review and I am delighted to know you had a great Shangri-La experience. I really appreciate your feedback on the staff - we are truly blessed with an awesome team who love to engage with our guests. We look forward to welcoming you back sometime soon. Best Regards, Nic
5 out of 5
Recommended
for Everyone
by A verified traveler from sydney

Posted Aug 25, 2017
Good hotel, friendly staff but room is a bit small
Comment from Hotel Management
Aug 31, 2017 by Nic O'Donnell, General Manager, Hotel Management
Hi Jay, Many thanks for your great review and we hope to welcome you back at Shangri-La again soon! Best Regards, Nic
3 out of 5
by A verified traveler from Sydney

Ok hotel but great location

Posted Aug 24, 2017
The hotel is certainly not a 4 or 4.5 star. It is old and shabby. we were placed in a room above the pool filter and the noise at night was amplified like jets. I did not sleep at all the first night. I asked to be moved to another room which was identical but quiet and away from the pool filter. I got a great deal with Expedia so I'm not so upset. But if I had to pay full price I would have been very angry. and probably demanded my money back for the first night and moved to another hotel in the area.
Comment from Hotel Management
Aug 31, 2017 by Nic O'Donnell, General Manager, Hotel Management
Hi Terri, Thank you for sharing your feedback following your recent stay with us although I am disappointed to read your comments. I do hope that we may have the opportunity to welcome you back at some stage and can assure you we will do our best to provide you with the great hotel experience that so many of our guests have grown fond of. Best Regards, Nic
1 out of 5
by A verified traveler

Posted Aug 24, 2017
The only nice thing about this hotel was the lobby and pool. The room had tiny ants. Very old old hotel. Not upto standard with Shangrila hotels at all.
Comment from Hotel Management
Aug 31, 2017 by Nic O'Donnell, General Manager, Hotel Management
Hi, Thank you for taking the time to share your feedback. I do sincerely apologise that you did not have an enjoyable experience and hope that we may have the opportunity to restore your confidence in Shangri-La should you be visiting Cairns again. Best Regards, Nic
5 out of 5
Recommended
for Couples
by A verified traveler from gold Coast Qld

Probably the best in Cairns

Posted Aug 23, 2017
Pros: happy Hour
Cons: a small and intimate coffee bar and reasonably priced cafeteria inside location in quiet part of hotel
Location: best location on marina
A happy experience and value for money , The staff were very friendly , and efficient .
Comment from Hotel Management
Aug 31, 2017 by Nic O'Donnell, General Manager, Hotel Management
Hi Richard, Thanks so much for your wonderful review and for taking the time to share your feedback. I am delighted to know you had a great stay with us and we look forward to welcoming you back again soon. Best Regards, Nic
4 out of 5
Recommended
for Everyone
by A verified traveler from Sydney

great location, staff and horizon club features.

Posted Aug 16, 2017
Pros: the staff
Cons: add better signage fo the under cover car park method of payment so the queue of five or so vehicles do not have to back up to let the front vehicle
Location: the above box could improve by allowing me to finish giving my comments.( out of the queue and attend to his exit parking ticket payment.)
Relaxing. I have been prompted to add more text," I found the whole experence Relaxing."Thank you.
Comment from Hotel Management
Aug 21, 2017 by Nic O'Donnell, General Manager, Hotel Management
Hi Len, Many thanks for taking the time to review your stay with us recently and I am delighted to know that your experience at Shangri-La was an enjoyable one. We hope to welcome you back again sometime soon. Best Regards, Nic
2 out of 5
by A verified traveler

Posted Jul 22, 2017
Poor room service no hot water poor service in bar area
Comment from Hotel Management
Aug 7, 2017 by Nic O'Donnell, General Manager, Hotel Management
Hi, Thank you for taking the time to share your comments and I do apologise for the issues you encountered during your stay with us. The problem with the hot water was unfortunately caused by something that was out of our control. Our Engineering team were immediately notified of the problem to allow them to rectify it as soon as possible however I do understand that this would have been an inconvenience. With regards to your comments about the room and bar service, I do apologise and have shared your feedback with the respective managers for their follow up. I do hope we may have the opportunity to welcome you back when you are next visiting Cairns. Best Regards, Nic
3 out of 5
Recommended
for Everyone
by A verified traveler

Posted Jul 5, 2017
Nice enjoyable tasty food spacious beautiful hotel good location
Comment from Hotel Management
Jul 11, 2017 by Nic O'Donnell, General Manager, Hotel Management
Hi, Many thanks for your lovely review and I am delighted to know you had an enjoyable stay. We look forward to welcoming you back again the next time you are visiting Cairns. Best Regards, Nic