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Dear Expedia Group Customer Support, I am writing in response to your recent message regarding my complaint. I must strongly disagree with the conclusion provided. While it is true that the front desk offered an alternative room, the replacement room was in significantly worse condition than the original. Due to the lack of any acceptable alternatives and the unavailability of other hotels at that time, we had no choice but to remain in the same property despite the unacceptable conditions. The cleanliness and overall hygiene of both rooms were far below acceptable standards. This was not a minor inconvenience—it directly impacted our comfort, health, and overall travel experience. We have clear photographic evidence documenting the poor and unsanitary conditions, which we are prepared to provide upon request. It is also important to note that declining a worse room should not invalidate our complaint. The core issue remains unresolved: the hotel failed to provide a clean, safe, and habitable environment as expected and advertised. Given these circumstances, I am formally requesting a full or partial refund for this stay. The service received did not meet basic hospitality standards, and it is only fair that appropriate compensation is provided. Please review this matter again seriously. I expect a prompt and fair resolution. If needed, I am willing to escalate this issue further. Thank you for your attention to this matter. I look forward to your response. Kind regar

Remote for the TV didn't work.

Bathroom mouldy, hot water could not be turned off, no spoons for coffee, no hairdryer, slow check in, additional charge for parking. Wanted access to balcony from room but was the furthest away from that.

Great hotel has everything you need

This is a great place to stay! The staff was great. It's a great location. The whole place is very clean. The bathrooms are huge and it was very comfortable. It's very walkable and a Woolworths right across the street. Walking distance to the night market, day market and the pier for the boats to the Great Barrier Reef. The building as a whole is older and we only got 1 key. But we didn't ask for a second. The building is well kept and very clean. The room has a fridge and an electric kettle. I would highly recommend this hotel! It's a great value!

Room was basic but very clean, bed was good. The only negative was there was no milk or coffee, there was 2 tea bags and lots of sugar.

The type of place I would expect to find bed bugs and hidden cameras. Bedding and towels were clean but the rooms are extremely outdated. No outlets near the bed. Felt like I had to shower with flip flops because of all the mildew and stains in the shower. I saw the breakfast buffet (around $12pp), but chose to get breakfast elsewhere. You get what you pay for and next time I would spend a bit more to stay somewhere cleaner and more modern.

Here’s a polished, clear review you can post for your recent Cairns stay—firm but factual: The only positive thing about this hotel is its location — close to everything. Unfortunately, the negatives far outweigh that, making this the worst hotel we have ever stayed in. • The shower had visible black mould along the sliding door tracks. • The wardrobe door was completely stuck and unusable. • The air conditioner would stop cooling after about two hours, freeze up, then leak water when turned off. The only solution offered was a towel to catch the dripping water. • Housekeeping was extremely poor. After requesting room cleaning, only two beds were made. Rubbish bins were left full, and used towels were left on the floor. We complained and asked for proper cleaning, but when we returned later, only one additional bed was made nothing else was cleaned. The old towels and rubbish remained. Sadly, even on checkout day, the pile of used towels was still there. We had to dispose of our rubbish ourselves in the laundry area. • The noise outside was constant and disturbing — drunk people yelling, fighting, and causing disturbances at night. It felt unsafe, especially with kids. On our last night, while having dinner downstairs at the Chilean Streetfood, four police officers and two city security staff arrested someone right outside the hotel entrance during our meal. Yes, the hotel is cheap but it is absolutely not worth it. I would strongly recommend avoiding this hotel.

Situation is excellent, can walk to eveything.

The location was phenomenal but, the internet was terrible

Very disappointed the room was filthy. Mould in tiles in shower rubbish left underneath the vanity Slim and hair particles around the bottom of toilet Some sort of grease inside of vanity Will not be recommending this place to any one the price I paid for 1 night was absolutely rediculas

The room was fine. The linen was clean as was the bathroom. It's definitely a run down hotel but to just go to sleep for one night, it was ok.

Bathrooms could have been a little cleaner. Very quiet place which was very good. Walking distance to everything. Would stay there again.

Clean room

Good price great room no blankets on bed only sheets

An old favourite where I and lots of Cooktown locals have been coming for years but that was mainly because of the price and for the free breakfast with boiled eggs. Not a great continental breakfast now but was quite cheap. The really good thing is the reception is open until about 2100 hrs. Other similar priced Cairns hotels close well before. But really clean and had a comfy bed which is the main thing.

Room was clean, towels, soap etc and coffee and tea provided. Reception very helpful.Bed was comfortable and price was excellent. Location good for esplanade walk and other attractions.

Room wasn’t clean, examples hair on pillows, floor. Etc

First time here, check in took a while as receptionist was on phone, would help if they let us know of the delay due to phone bookings etc. another lady checked me in ,which made the process even faster which I was happy about. The location is good, close to everything and transports, very convenient. The room was big but downfall was the aircon wasn't cold enough , the temp was already set and couldn't change it to make it abit colder due to the heat weather up here in the north tropics, luckily the fan was working it kinda made the stay abit breezy, curtains had to be closed all the time due to sunny through the window and then youl feel the heat come through it,. Everything was good , location, the room but it was just the aircon that wasn't cold enough to help ease the heat temperature, the receptions air-condition is way more colder than the rooms. * I've put the red tag to clean room whilst out, came back to find it not cleaned. I asked a worker about it and was told I needed to inform receptionist if I wanted it cleaned, so something to note down since I didn't know. * It's worth to book the hotel car park, if I knew I would of booked it for the whole of my stay, the road carparks was a nightmare, especially when your room is far away from the elevator , and carpark ticket has to be checked and paid every hour. I booked carpark on my last night and it was worth it. Overall hotel is good, just some little things that sometimes goes a missed.

Room was spaciest checkin was plesent and the use of the suitcase locker was great. Downside was the wi fi couldn’t watch any movies had to use personal hotspot