Sheraton Mirage Port Douglas

Past its prime. This "resort" needs a refresh and a good cleaning. Our flight arrived late, but we found our room ready and waiting for us with a delicious plate of fruit and some chocolates. PROS: Food- the food was good. delicious pizza, salads, fries, sushi platter, all served quickly and hot. Breakfast had lots of options with omelette station and pancake maker . Good hot coffee drinks served quickly. Breakfast was crowded each day, but seemed to flow well. SR shuttle is a good option to get to town as well as airport pickup options. It is a bit expensive, but I appreciate the hotel having this option. $16 round trip per person from the hotel to town and back. Front desk and Bell/valet staff was very friendly and helpful. CONS: After long day at pool, the room key did not work. Long walk to front desk to fix was a pain. Pool hours- closes at 8:30pm. With a lagoon access room, we wanted to swim later in the evening. Maybe make it 10pm? Housekeeping was good, but came very late in the afternoon. Cleanliness- pools and lagoons need more cleaning. full of sand and dirt and leaves,etc. Some areas on wood bridges are broken and have holes. Need more staff to walk around and clean (broken crisps sat on the main stairwell for two days-never swept up). Customer Service- I did not see any pool towels or where to get them. When I finally saw a stack of towels, I grabbed a few and got yelled at for taking them. When I asked where to get towels, I was told about the towel hut and access with room key. All the children were eating popsicles at the pool and my husband asked me to get one for him. I finally found out they were giving them out at the towel hut, but when I asked for one I was told they were only for Marriott Bonvoy members. So I said, "yes, we are members for over 10 years". the guy asked for my bonvoy number. I don't know it and don't bring my phone to the pool so I asked if he could look it up on our room number. He said NO. So, for the thousands of dollars I was spending to be here, it was one lousy popsicle that made me never want to return to this property. The staff told us that they are temporary staff for the busy seasons. Perhaps they need some customer service training. The one positive about the staff was that they were fast. Fast at service but also fast at saying NO or telling you NO. Pools- Lots of kids at the pools. It was school break and lots of families. I would have liked one area for adults only. Room- the blinds in the shower did not close properly. Out do not disturb button did not work properly. I hope these comments will help management improve the property. It is located in a beautiful area and could be wonderful. But for now I will not return or recommend.

This resort feels like a long way past its best. It’s sprawling, dated and somewhat faded with signs of decline everywhere you look. Food is very ordinary, pools are ok for toddlers but not appealing for anyone older and the gym is poorly equipped. We might be able to forgive all that were it not for fact it’s is incredibly expensive: we paid almost $1000 per night for noisy air conditioning, a tepid shower awkwardly accessed via a corner bath and very uncomfortable double (not queen) beds. On the plus side the staff were friendly and the garden setting was pleasant. But in every other way it felt like a clip joint. We were very disappointed.

This was one of the more disappointing hotel experiences I’ve had in recent years. This is simply not a five-star experience, despite how the property is marketed. The property feels dated and overdue for a refresh. The grounds, while expansive, are tired and show their age, and the guest rooms are equally dated and in need of significant renovation. Overall, the resort feels well past its prime and does not justify its reputation or price point. The biggest disappointment, however, was the customer service. Staff throughout the resort, from the Daintree Bar to the breakfast buffet, came across as apathetic, inexperienced, and uninterested in providing genuine hospitality. Rather than feeling welcomed, interactions often felt like guests were inconveniencing the staff. At check-in, I specifically asked about a late checkout which our Bonvoy status entitles us to and was told it would not be a problem. On the morning of departure, I was abruptly informed that it would not be possible after all. If availability is uncertain, simply be upfront rather than setting expectations that won’t be honored. Housekeeping was equally frustrating. Despite displaying the Do Not Disturb sign, staff repeatedly knocked on the door throughout the stay. The sign appeared to be ignored entirely. Breakfast was chaotic and poorly managed. On multiple occasions, children were grabbing fresh fruit with their bare hands, putting it back after touching it, and generally handling buffet items in ways that created obvious hygiene concerns. I have children myself and understand that kids will be kids, but that’s exactly why staff should be actively monitoring the buffet and stepping in when necessary. Instead, there appeared to be little oversight. The experience was made worse by the rude attitude of the staff preparing omelets and scrambled eggs, who consistently seemed annoyed by routine guest requests. The only consistently excellent employees I encountered were the valet and bell staff. They were genuinely friendly, professional, and represented the level of hospitality I expect from the Marriott Bonvoy brand. If you’re looking for a polished luxury resort with attentive service, this is unlikely to meet your expectations. The atmosphere felt much more like a high-volume family resort than a true five-star property. If that’s the type of vacation you’re after, you may enjoy it. However, travelers expecting the refined service, attention to detail, and hospitality typically associated with a luxury Marriott resort should look elsewhere. Overall, this resort has an excellent location but is being let down by aging facilities, inconsistent service, and a noticeable lack of management oversight. Until both the property and the guest experience are substantially improved, I would not choose to stay here again.