Rated 5 out of 5 by Jules29 Another Lovely Stay
I have been coming to the Sheraton since the 90's for holidays, conferences and work and now my partner and I try to spend at least a week every year just relaxing and recharging there. Yes the hotel is due for a refit but it's still an absolutely splendid place to stay. Personally I prefer the less formal more relaxed vibe. The pools are incomparable - you can always find a quiet spot in sun or shade. The staff are always friendly, helpful and welcoming and it always feels like we're coming back to stay at a friend's magnificent beach house! It's a wonderful location and we heartily recommend it for a great holiday. Thanks folks - hope to see you again very soon.
November 16, 2014
Rated 1 out of 5 by azbycx123 Probably a great hotel 20 years ago
Just returned from a disappointing 7 night stay. Good news is that the swimming pools are very good, clean and well maintained. Bad news is that the rooms are very dated, e.g. toilet seat wasn't fixed properly, old musty smell and fittings are very old and dated. Food was very average but fortunately its close to Port Douglas where very good food can be found. The most disappointing thing was the state of the sports facilities. We went to this hotel after seeing that they had plenty of tennis courts and in fact a country club next door. The reality was that they only had one serviceable tennis court and when we had rain it was dangerous to play on. We certainly felt mislead and a very poor reflection on the Starwood group. Hopefully just a blot on the Starwood landscape and not reflective of the group. My recommendation on going to Port Douglas is stay somewhere else as the place seems to have plenty of pother options.
April 27, 2014
Rated 3 out of 5 by at14 great hotel but incredibly dated
the hotel was very nice and staff was gracious, friendly and helpful. However the hotel and amenities (particularly the "spa") were incredibly and embarrassingly dated. Tarnished and dirty looking fixtures in the rooms, paired with dirty and old carpet and fixtures was very disappointing and definitely took away from the experience. A beautiful hotel that deserves to be appreciated but really needs an entire facelift to do so.
November 11, 2014
Rated 1 out of 5 by Nikita Agonizing resort from 80's with unprofessional staff
No need to go to museum to see how hotel looked like 25 years ago. Not much was changed here since then. For example, ancient in-room safety deposit box requires you to take metal lock from reception (leaving huge AU$165 "guarantee deposit" for it), then you need to find the way how to access that box with that lock which is located on floor deeply in wardrobe with doors opened just partially (elderly people will not be able to do this), and then you need to find the place where you will hide the key from that lock. And this is 5 stars hotel???
Walkways throughout resort and around pools are not suitable for barefoot walking as 25 years of tropical rains made them very sharp because of losing concrete around sharp small rocks by water erosion. Water in some swimming pools smells, pools has dirty bottom and surface and has lots of missing and broken tiles. Tiled walkways between main building and guest houses are extremely slippery when wet.
There are plenty of biting and non-biting insects throughout resort (including buildings, like breakfast restaurant and guest rooms).
Sea is not suitable for swimming because of life-threatening jelly-fish.
Many in room devices are faulty - in-toilet phones, lightning, remote controls.
Minibar fridges are noisy - I need to unplug it during night.
I also had numerous problems with hotel staff:
Reservation office sent me a letter before my arrival that they "found duplicate bookings" and asked me to reconfirm how many rooms I need and informed me that deadline for cancellation was passed and I will need to pay in case of cancellation. I don't know why they decided that my three bookings with different numbers are "duplicate" (SPG system does not allow to make award bookings for more than one room at one time, so, I made 3 bookings for 3 rooms), but after I confirmed that I need all my three rooms, they requested next "bed configuration". Looks like they are not able to find this information from bookings by themselves without disturbing guests.
Security officer confused small metal shovel which my kids used for sand digging with knife and called for help (!). "Help" came promptly with 6 or more people and they questioned me and kids like we were criminals. After they left us without any excuses, I had hard time to explain my kids what it was. Our fun was ruined completely by that incident.
Another staff member was very rude called behind our backs during conversation with my other family members and friends me (or my son?) "moron" using my family name because of this incident. She even didn't see us neither before, during or after incident. She wasn't aware, probably, that she talks with my friends, but it makes situation even worse.
General manager didn't answer my direct questions about this incident. He wrote me common words about "other guests safety" and that "it is private resort on a private beach" what means to him that his team can do whatever they want with guests. He trying just to send me bottle of wine and stuff. After I sent that back, he wrote me: "The wine, fruits and cookies sent last night is part of our Guest Amenity which we send to our guests and disheartened that you choose not to enjoy this. " That was obvious artful lie because it was our fifth night of stay, not first or last, and it was after I asked my questions about incident and it was sent in my room only. About calling me "moron" he promised me to "investigate". What and how he wants to investigate? There are bunch of witnesses and he didn't talk to any of them.
Receptionist does not use polite words and smiles. Nobody asked me how was my stay, but one day before departure I received letter which starts from "tomorrow you leaving our wonderful resort". Why they decided that they are "wonderful"?
Service is unstable - one day we had turndown service, other day - not; one day we waited more than 10 minutes to be seated at empty (!) restaurant for breakfast by non-smiling lady. Other day we had great service at breakfast with very friendly lady. Food at breakfast over dried because of inadequate heating. Lots of dangerously hot surfaces - need to watch your children. Same with hot water in rooms - it is too hot.
"Seafood night buffet" had pork, chicken curry, other meats but just some tasteless seafood. Few of us had stomach upset after that dinner. After trying resort's restaurants we decided to dine outside.
As Platinum SPG I did choose free breakfasts as "welcome gift", but each time they tried to charge me for those breakfasts, as for unknown reasons my rooms were not included in list of rooms with free breakfasts. It was corrected only after visit to front desk, calls and restaurant staff didn't help.
We purchased "kids package" which allows to have free soda refills, but, pool bar lady told once that she is alone and she can't provide this service for 20 more minutes.
The "air hockey" and other gaming machines were out of order and extremely old and noisy. Tennis table has three legs.
I saw few broken sunbeds around the pool, and zero intentions to remove it. There are no pool attendants or supervisors or anybody else (or probably they are invisible).
Bathrooms in guest rooms has glass doors and windows. Forget about privacy.
There is no in-room wi-fi Internet. You can't access your bill through TV.
You can wait delivery of your luggage for ages, no matter that resort is almost empty.
Platinum amenities are just welcome gift and free wired Internet. And some 30-minute "drinks with management team on Wednesday" which you need to reconfirm in advance. I received invitation to this magic event after deadline for reconfirmation.
Bill was inaccurate with wrong minibar, bar and restaurant charges. Even during checkout wrong breakfast charge appeared in the bill because restaurant staff mixed free breakfast and 1 for 2 promo. Hotel charges extra 1,5% when pay by credit cards (is this legal?).
Can I say something good about this hotel? - No. And this is not because of humiliating incidents my family had there. This hotel is amongst worst of more than 300 different Starwood properties where I stayed during my lifetime. It desperately needs deep renovation and new management.
This is mystery for me how that hotel received all it's awards, but don't jeopardize your holidays by choosing this hotel. You can ruin all your fun here like I did.
April 21, 2012
Rated 5 out of 5 by Sam32 A great stay
We had a really great family holiday here. It was so pretty, and my children, aged four and seven, really loved the pool areas and the aqua play zone. I especially appreciate the efforts the executive chef made to successfully accommodate the multiple, severe food allergies of my children during our stay.
January 9, 2014
Rated 1 out of 5 by D111 This hotel has not been updated for decades
Totally did not meet my expectations. Mold in the bathroom, the finish worn off of the gold fixtures they have been there for so long. This should not be a Sheraton. I am shocked that SPG called this a category 4 property. The pools are fantastic, but like everything are showing age.
December 31, 2013
Rated 5 out of 5 by Tracey271 The staff are so friendly and accommodating
The interior of the hotel does need an update which I believe will be happening next year however the outside, location and other facilities certainly make up for the early 90's glamorous interior.
December 2, 2013
Rated 2 out of 5 by KarstenF Needs a renovation - urgently
Worst Starwood property stayed at in over 350 nights. Very dated, needs a renovation urgently. Had to reissue keys 3 times at check-in until they worked. Courtesy phones broken.According to staff: already lodged the issue several weeks ago but it's not getting actioned. Service not up to scratch either. Check-in staff not knowledgeable about program benefits; housekeeping clearly annoyed about late Platinum check-out; check-out staff unapologetic for issuing bill with 20% of inappropriate charges etc. Overall, I would not recommend staying at this property.
July 14, 2014
Rated 4 out of 5 by Howie58 Bliss
We have just enjoyed a 5 night stay in a deluxe garden view room. Yes it reminds me of my honeymoon suite (80s)...but the room was large and clean, sheets and towels fresh..bathroom spotless. Staff great... From the bell boy that offered us a lift to our room to the housekeeping staff that swapped pillows in 20 mins. The breakfast was excellent .. So much choice. The cash back offer for only getting housekeeping every few days paid for all our lattes but the pool! The pools are great so much choice.
. Yes it's dated but can't wait to return after
October 18, 2013
Rated 1 out of 5 by Cosmos My family stay
Pool service - non existent
Restaurant service = non existent = faulty towers
Buffet - forget about it
Please don't go
May 6, 2013
Rated 2 out of 5 by Farhad Think twice before reserving this hotel. I do not recommend it.
This hotel is far from any other Sheraton Resorts. I was extremely disappointed with the quality and service that this hotel provided us. The odor in our floor was unbearable, terrible choice of food at the restaurant, the hotel facilities are very outdated and in desperate need of upgrade. In addition, the hotel has a dilapidated GYM with NO working AC and equipment that are more than a decade old. This hotel was not worth the cost. I would give them ONE star and highly discourage others from staying at this hotel. Consider other options in Port Douglas.
January 1, 2014
Rated 1 out of 5 by Nate23 "5" star
This hotel is no where near a 5 star rating. MAYBE 10 years ago. The only positive thing i can say about our stay was that the room size was good and the staff at reception were good at what they do.
* shower wouldn't stay at the temp you selected, it was either boiling hot and freezing cold.
* room rear door needs some grease or lubricant as it was a struggle to open/close it.
* the first 10 minutes in our room we spotted over 10 mosquitos that had white striped legs (dengue possibility)
* room strongly smelt like mould, and aircon vent was in need of a clean. My wife get ultra bad allergies due to mould and her night was full of sneezing and nose blowing.
*Spa buttons were faulty/ old. struggled to turn the bubbles off, i actually had to use force and hit it.
* spider webs/ spiders on the balcony.
* no water jugs in the room, only bottled water you had to pay for.
* the Spa window had scum and dirt that was really noticeable when using the hot water.
* the prices for your buffet were a joke, we ended up going to QT and only paid $65 per head and got a way better selection. Same with the breakfast prices, we opted to go into the main street and save $40.
* pools outside near the walk way are in major need of renovation, they look horrible and due to that we never swam i the resort.
I bought my wife here for a romantic get away for our 1 year wedding anniversary and i was embarrassed. ESPECIALLY after taking her to QT and seeing what other "5" star resorts were offering.
April 29, 2014
Rated 1 out of 5 by jr1108 port douglas
carpet in room was dirty
room was cold no heat in room - we were told to open window - outside temperature was warmer than room temperature - still cold
restaurant staff - manger was rude
restaurant was empty sunday night - we were ask if we had a reservation - we said no and were told he would try to fit us in - restaurant was empty - no estimate of wait time given
purchased 3 days of inter4enet support but was terminated before the third day
desk clerk at check out didn't care about our issues
I would not stay at the property again
June 14, 2014
Rated 2 out of 5 by wranga Pools are great
We have been coming for three years and have noticed a huge decline in service. The facilities in the dining room are out dated and chairs uncomfortable. We were ignored on three occasions at the pool bar when ordered drinks were not delivered. We had items delivered to our room with other guests name attached. Requests for drinks and food in the Daintree Lounge refused because they don't know how to make it or was not exactly as the menu described. No flexibility. We loved staying there as the pools are the best but doubting about returning there next year due to these issues. We had several other problems but addressed them with Doreen or other staff at the time. I feel if you stay at a resort you expect a full service. Sharon on the desk is a great asset to your staff. We are now looking for a better resort with great facilities in the same area.
November 9, 2014
Rated 5 out of 5 by JCL2012 An amazing Port Douglas stay
I stayed at the Sheraton Mirage Port Douglas for 3 days during my holidays and I must say I have never stayed in such comfort! The rooms are spacious and generous, but the bed and pillow are one of the best I've encountered. The pools were out of this world - it spans the whole resort and provide a great relief from the heat. I never get tired of relaxing by the pool amongst palm trees and gardens. I also dined at the restaurant and the food was impeccable. I definitely recommend the Sheraton Mirage resort for a Port Douglas getaway.
December 4, 2012
Rated 1 out of 5 by Manju Shoddy Sheraton Mirage, Port Douglas
Our well-earned holiday began on Boxing Day 2011, with a much anticipated arrival at the Sheraton Mirage, Port Douglas. The name itself seems to provide an image that it's a destination of 5 Star quality - but greatly overrated! With the 5* expectation and price in mind, on a gorgeous sunny afternoon, Boxing day - one would think that an iced - cold beer lazing in front of the Boxing day cricket would be an ideal way to spend a day relaxing for some - but this was a bitter disappointment since not one television in the lobby or entertainment area was able to screen the test game - apparently only the bedrooms in the actual hotel had this channel available. Then, about a 25 min wait for our beverages whilst we sat parched near one of the glorious pools. The separate windows to purchase these drinks proved even more confusing for most guests - more trained staff would be advisable.
We headed to our Villa - which was dated but spacious and overlooked the green at the 9th hole, however, the squeaky fans and constant call-outs for the aircon to be repaired , proved tiresome. It was supposedly “fully equipped”, but with no barbeque facility, it was difficult to enjoy! Room service on New Year's day was terribly disappointing since - we ordered 3 hamburgers, which were overcooked, not to mention inedible! The bright sunlight rays first thing in the morning through the transparent blinds was also rather annoying on our 10 day stay - darker blinds (or window shutters) would be highly recommended.
The highlight of the trip, were the 3 porters, in particular: Sharon, Brendan and Will who were very friendly and accommodating and made our stay worthwhile, as we certainly didn't receive any happy or helpful faces at the front desk (even a simple task like checking the weather report or a friendly farewell on our departure, was a bit too difficult).
January 5, 2012
Rated 5 out of 5 by Michigander Much better than reviews
Very Charming resort and exceeded my expectations. Based on some prior negative reviews, I was hesitant to stay here and almost changed my mind. I am glad we did not. The only negative thing I could say would be the price of the food was a bit high. However, it matched prices of other establishments nearby if you factor in shuttle transportation and time away from hotel premises. As on any trip, you would eat some meals at your establishment and some away in nearby tourist locations. Because the Sheraton Mirage offers you a $15 discount per day if you choose not to engage in Housekeeping Services, this offsets your cost of food at the time of checkout. I have never seen this offer given before at any resort or hotel. Very nice touch. The taste, amount, and quality of the food was very good. The rooms were definitely nicely sized with large closet space and sitting area. Reviews have said the rooms were dated but I found this to be the opposite. even with the gold hardware in the bathroom. We stayed in a basic 2 double bed room facing the lagoon and it was beautifully set up. The beds were very comfortable. No disappointments. Complimentary bottled water was also nice as most rooms charge for this and there is a mini fridge if you choose to go shopping or have leftovers. No microwave though. The tour desk operators were a huge assistance in helping us decide on which day trips to take and for arranging all of our transport needs. You can get an all day shuttle for $10, $7 for a roundtrip, or $4 for oneway, so it was reasonable. Every staff member that we encountered was very friendly. I would highly recommend this resort. Even though it was cloudy and raining (unusual for this time of year ,end of May), we still had a fabulous time. We were able to spend our 4 days without the need of a rental car which was important since we are Americans who drive on the opposite side! I am glad we chose to stay with Sheraton and would stay here again if we return to Port Douglas.
June 7, 2012
Rated 3 out of 5 by sydoz56 Not 5 star
This came recommended as 5 star. Its is far from it..It's still in the 80's. very antiquated.
Room /bath was dirty. No activities. 1 bar closes at 8pm! the other at 11pm! This is a resort! Charge for room service?? I have never had that before. The prices are very high for what you get .. Food need improving. Buffet is the same every day.. boring.. general staff friendly but mostly know very little about the hotel, the food pretty much anything. The in room safe is way too small. Not impressed. I cannot believe the rave reviews from some people
January 9, 2015
Rated 5 out of 5 by Classicstyle08 Class and style never go out of fashion
We thoroughly enjoyed our stay best holiday we have had
Very impressive from the start with driveway entrance and grounds , leading to grand foyer and most welcoming staff
We felt like guests from the word go
Room was even better than imagined with beautiful gardens , walkways and water fall and features
Loved position being able to walk along beach into town to walk off the beautiful breakfast
Whole resort had special feel and enjoyed the piano entertainment on Saturday night with drinks
All the staff took the time to say hello and made feel welcome, obviously they all enjoyed their jobs
Décor classy and stylish
Look forwards to coming back next year
September 1, 2014
Rated 4 out of 5 by Misiu So 80's
The hotel looks nice in pictures... Let's face it, it is dated. I understand that refurbishing a hotel costs millions but start off slowly. The carpet in my room was torn by the door, the bathroom fixtures were a dusty rose colour, the shower head sprayed out of the shower due to calcium build ups, and the room felt like a time warp.
The positives were the fantastic bed, and the breakfast buffet.
The grounds keeping was really unmaintained. Seriously, hire someone to clean the parking lots from all of the dead palm debris. First impressions are everything and garden upkeep did not leave a good one.
I expected more for the money.
April 12, 2014
Rated 5 out of 5 by DGTC The best swimming pool I have ever seen, best breakfast offered, courtesy of staff excellent
One of the best resorts I ever stayed at, the atmosphere, surroundings, staff friendliness and service standards are impeccable, I suppose the location has a lot to do with it, credit to the Management for the efficiency and courtesy provided.
December 13, 2013
Rated 2 out of 5 by jsyen Outdated
My husband and I recently stayed at the Sheraton Mirage Port Douglas resort for our honeymoon. Since it was a category 5 resort, we went against the trip advisor reviews and used our points to book our trip. While the staff were very nice and accommodating, the property itself left much to be desired. It apparently was built in the 80s and just never progressed. The furnishings were very old, furniture and fixtures had not been updated for quite some time and it definitely is not wired for this decade ( we had to set up our own modem in the room in order to access wifi). The location is great since it's close to town and most tour companies pick up directly from the hotel, but the property itself definitely doesn't belong in category 5. If you're expecting a more elevated experience, I'd recommend staying somewhere else as there are plenty of places nearby.
January 2, 2013
Rated 4 out of 5 by Holiday1111 The pool is great for kids to explore
Our motel room was a bit outdated as expected but clean and beds quite comfortable. Awsome pool but not sure if due to school holidays extra chlorine was used but our swimmers and shirts were bleached pretty bad. Maybe goggles would have been good as well but apart from that we really enjoyed our stay.
January 14, 2015
Rated 5 out of 5 by Nikky Don't stay anywhere else in Port Douglas
We chose the Sheraton Mirage Port Douglas as a venue for our wedding day and also our honeymoon stay.
We look forward to staying again soon for the following reasons:
• It's one of only a few resorts in Port Douglas that are on the beach, which means you can take an easy 10-15 minute scenic stroll along the beach to Macrossan street.
• The pools go on forever and are excellently maintained as are the huge grounds in general.
• Customer service is welcoming and housekeeping is immaculate.
• The buffet breakfast and dinner are awesome.
• Being built in the late 80's means the property itself has a distinctive and grandiose 'Queensland style' that is lacking from contemporary designed and commercially appointed tropical resorts. An example of this is the floor to ceiling marble bathrooms with gold fittings which are a massive quality advantage, and the largely spacious rooms.
November 9, 2012
Rated 1 out of 5 by Jonnnnyy123 Old and Tired!!!
Do not stay here! Hotel needs refurbishment desperately!! Bathroom fixtures are disgusting! Old and Tired!! Should not have The Sheraton Name on it! I am a Canadian who stayed New Years eve and was very dissatisfied to say the least! I contacted the Sheraton customer service and they were useless too! Do not be fooled by the pictures on the internet.....Think three times before booking.
January 23, 2014
Rated 5 out of 5 by Mountains123 Lovely Resort
The resort is lovely with nice grounds, trees, flowers, pools,and buildings. Our room was very large with a comfortable bed, seating area and large tub/shower combo and it overlooked one of the pools. The breakfast buffet was varied with made-to-order eggs, etc. A shuttle bus ran between the resort and town and the staff was helpful with recommendations for things to do in town.
December 30, 2012
Rated 5 out of 5 by Melissa25 Wonderful relaxing escape
We recently stayed in a Mirage Garden room, the room was very spacious, quiet, clean and comfortable. The extensive pools and the pool bar were exceptional, the staff were friendly and helpful. I understand many describe this resort as tired and old but we found it to be fantastic. Thanks to all the staff for giving us an awesome holiday.
November 20, 2013
Rated 3 out of 5 by JennyMMR Perfect for family relaxation
My husband, daughter and I have just enjoyed our 2nd trip to Sheraton Mirage Port Douglas. We love it! If you want the perfect family holiday with 100% relaxation at a great budget - then this is the place for you! We love the acres of pools and the acres of gardens to wander. We can't wait to go back there again next year!
January 11, 2015
Rated 5 out of 5 by dog220 Great location, great pools
We had read some other reviews prior to our stay advising of outdated facilities, etc., however we were very happy with our room and overall resort facilities. We stayed in a Deluxe Lagoon Room 2 Adults + 2 Kids (6yo & 4yo) for 7 nights, and whilst the room was only a hotel room, it was big enough to be comfortable for our stay. Generally though we were not in our room, as we were always at the pools, or the beach, or on a day trip as there is so much to do. The pools on the resort are the biggest I have seen in my travels (and nice warm water temp also). The kids absolutely loved the trip, especially the pools, and beach - the only thing they complained about was no cream for the pancakes at the buffet breakfast. The buffets for breakfast & dinner were also very good with lots of variety, although some nights we went for a walk up to town (2-3km) along the beach, or caught the bus ($25 family return trip) to town to try something different. Overall we would recommend as a great family holiday.
October 13, 2013
Rated 5 out of 5 by Kaarina123 Sheraton mirage has brilliant features and location
Thoroughly enjoyed my stay, I didn't want to ever leave. So very relaxing yet also a variety of things available to do. Buffet breakfast was magnificent.the staff were friendly and extremely helpful. I am definitely coming again next year. Absolutely love it here!!!
October 23, 2013