Crystalbrook Riley

Yesterday was my second time staying at the hotel, and the first time was great, but this second time wasn't very good. I was with my partner, and we didn't have extra towels aa we requested. I asked at reception and they said they would bring some to our room. We went to the pool and when we returned, we didn't have fresh towels. Also, I asked for a dental kit, they said they would bring it, and I didn't receive it or any return on my request. We included breakfast, but our cappuccino and dirty matc was cold. We asked for it to be remade, and it was cold again. Furthermore, I think there could be extra staff near the pool to collect used towels, cups, and food that guests leave behind. Overall, I believe they were very busy this week, the hospitality could be improved, perhaps even by deactivating the daily rate.

The room is spacious, and quiet. We are just around the corner from the elevator, and would not know it. Unfortunately, the Air Conditioner in the bedroom pumps out humid air, that stinks up the place. There are two vents in the bedroom, and one had some sort of fabric stuffed in it, so we don’t use it. The AC in the main room with the couch etc works fine, and is barely adequate for cooling the two rooms combined. The middle glass pane for the bathroom door is missing. Kind of awkward! The staff are courteous and professional. The pools here are very clean, and well kept. Room service is a little awkward. For example, I wanted to order coffee to the room at 8:00 in the morning, and their online ordering system wouldn’t allow me to order coffee before 11:00. In the end, we reserved this hotel 8-10 months ago, and there is simply zero reason to expect a room in such a poor state of disrepair. We paid for five stars, but did not receive it. Edit: I would like to add, that hotel staff offered us an identical room next door to ours, but with two days left in our stay, we decided to keep our current room. Further more, upon our return home, a package we had mailed out from the postal service in Cairns failed to clear Customs, due to a fault by the postal service, and was returned to the hotel. Sarah C., the “Experience Manager,” was incredibly kind, and just amazing, in helping us get the package mailed a second time. It arrived without further issue. So, a big thank you to Sarah for all she did for us.

Enjoyable experience here, a beautiful pool setting on the water. Cairns has an unswimmable coast so good to use the pool here.

I had a great stay. Location was perfect - close proximity to the main touristy area without being in the middle of it. Great for strolls along the esplanade. No need for a car with restaurants, groceries, and laundry nearby. Great breakfast buffet! Short walk to pier for excursion departures. (Try the garlic butter bugs at Splash, Little Sister, Bagus Cafe). I did need a car for the drive to Port Douglas for the Daintree/Mossman/Cape Trib tour and the hotel had a partnership with a local company and had a rental car onsite, which was very convenient. Only minor nit - I wish there were more places to hang wet swimwear. I was in the tower where there aren’t balconies/windows that open. While there was a little room on the towel rack, I would have loved a clothesline in the shower. Would stay again if visiting, but would slightly prefer a room near the esplanade with a balcony instead of the tower.