QT Port Douglas

Nice, clean, comfortable and vey friendly staff. It was pleasure to stay here. ...........................................

I cannot give a review of this property as our pre booked accomodation was cancelled on the day of our arrival via a voicemail I received shortly before switching my phone to flight mode! Upon landing in Cairns I phoned the resort only to be connected to a call centre. They tried to put me through to the property only to be disconnected. After calling back again the same thing happened. I called a third time and asked for the direct number which rang out. There was a promise of a return call from the call centre which never happened and I was left to source accommodation myself in the midst of peak school holiday period. After about 3 resorts phoned I managed to secure a booking at a premium price!! An email was received from Oaks the same day, stating “maintenance issues” for the reason our booking was cancelled last minute. No assistance was offered for alternative accommodation arrangements. Extremely poor customer service. I would recommend you steer clear of this place or risk your holiday being ruined before it begins.

We booked accommodation at this resort over a month ago and received a confirmation email clearly stating that our reservation was confirmed. Then, just five days before we were due to arrive in Port Douglas, we received a message informing us that our booking had been cancelled because they had “no availability for your requested room type and number of days.” This is completely unacceptable. We had every reason to believe our accommodation was secured, only to have it cancelled at the last minute during the school holidays—one of the busiest periods of the year—when finding alternative accommodation is both difficult and expensive. I immediately called the resort after receiving the cancellation message. The staff member I spoke with took my name and phone number and advised that a manager or supervisor would call me the following morning. No one ever contacted me. The complete lack of communication, accountability, and customer service only made an already stressful situation worse. Fortunately, I was able to secure alternative accommodation, but that does not excuse the way this was handled. Cancelling a confirmed booking days before arrival and then failing to follow up with a promised phone call demonstrates a serious lack of professionalism and organisation. This experience was extremely disappointing and has completely destroyed my confidence in this resort. I would strongly recommend that anyone considering staying here look elsewhere, as the booking and customer service processes appear to be very poorly managed.