Reef Club Resort

Price for two days was an eyegouging $790. The only good thing I can say about the Reef Club Resort is the manager was very nice. We asked for a ground floor unit as we are both over 70 but no, we had to climb 3 flights of stairs to get to our room. No Lift. The bathroom was appalling. Black mould around the bathtub. No plug. Bath badly stained. No separate shower and to climb into the bath is dangerous. No non slip mats. Two bath towels and one hand towel. No slippers. Crockery etc mediocre. Pool area reasonable but cushions very shabby. Car parking was under shadecloth. The entire place needs a makeover. I would certainly not recommend this place - would not even rate it at one star.

Our family’s holiday began with what can only be described as a complete disaster. After arriving, we were unable to access the lockbox, and when we eventually obtained the room access information, the door code still would not unlock the room. We spent well over an hour stranded outside the property with three exhausted, hungry and upset children, trying everything we were instructed to do before finally getting someone to say he would attend. The after-hours manager, Jose, made an already stressful situation even worse. Instead of showing any empathy or taking ownership of the problem, he was rude, dismissive and spoke to us as though we were wasting his time. Not once did we receive an apology for the inconvenience or any genuine concern for our family. What happened afterwards was even more disappointing. When we sought a refund for the appalling start to our holiday, it was refused. During the dispute process, Booking.com was told that we had been able to access the room without issue. That is not how we experienced the events, and we have evidence of the significant difficulties we encountered before finally gaining access. We were also told there was parking available at the rear of the property. When we arrived, there were no available on-site spaces, despite parking being advertised as an amenity. This wasn’t simply a minor inconvenience. It was a stressful, exhausting and completely avoidable experience that left our family standing outside with three young children after a long day of travelling. The lack of customer service, accountability and basic respect was far more disappointing than the accommodation itself. Jose thought it was acceptable to wait over an hour without access to our paid room. When I contacted him by phone he still thought it was OK that we couldn’t access our room then just hung up on me There are countless places to stay in Port Douglas that appreciate their guests and understand that holidays are precious. Based on our experience, Reef Club Resort did the exact opposite. Save yourself the stress, book somewhere else, and don’t risk starting your holiday the way ours did.

Recently stayed at reef Club and our apartment was lovely, although it wasn’t cleaned properly. It was dusty throughout. My main concern was that the outdoor areas lacked lighting and maintenance. The front sign was not lit at night and it’s falling apart which is not a good look and quite dangerous, not only from a security point of view but also walking into resort from the main road, it’s hard to see where you are walking. It’s also scary as it’s extremely dark and the walk way towards reception is on a downward slope and you can’t see that in the dark… so all up, extremely scary! We even thought about walking out the back but that was no better. Lighting is extremely poor everywhere. I noticed also a lot of the lighting was missing throughout the gardens which again impacted the presentation of the resort. These sorts of things MUST be attended to immediately, as it’s hazardous. Any one could trip and fall. I mentioned it to management who apologized and said they would pass on our concerns. We will not be staying at Reef Club again as it seems to be getting worse in their presentation; maintenance and attention to detail. It’s all about the look and how the place is presented. If you want people to fill your resort, fix it!