Ramada By Wyndham Cairns City Centre

Mould on our room Ceiling right above the bed and light comes in the blinds , need block out curtains.n

I expected much better from a hotel carrying the Ramada name. We arrived just after midnight, exactly as we had advised the hotel in advance. To our surprise, the entrance gates were locked. There was a phone number on the gate to call for assistance, but despite repeated calls, nobody answered. We could see reception from outside, and could clearly hear the phone ringing, but there was no one there to help. After standing on the roadside for around 15 minutes with two tired children in the middle of the night, I ended up climbing over the locked fence just to unlock the gate from the inside so my family could enter. Once inside, we rang the reception bell several times before anyone appeared. Around 20 minutes later, the receptionist (a gentleman with long hair) eventually arrived. Rather than apologising for leaving a family locked outside at midnight, he simply said he had been "dealing with something", that there were "100 guests and just him", and told us, "you need patience." Those are his exact words. I appreciate that staff can be busy, but this was a complete failure of customer service. An apology would have gone a long way. Instead, we were met with rudeness and a dismissive attitude. It was one of the worst customer service experiences I have encountered. The hotel itself was also disappointing. The photos on the website appear to be either very old or heavily enhanced. The grounds look nothing like the promotional images—there are no palm trees as shown, and the swimming pool sits right beside the car park, giving it a very different feel from what is advertised. The one major positive is the location. It's within easy walking distance of the city centre, which was extremely convenient. Unfortunately, because of the poor customer service on arrival and the misleading impression created by the website photos, I would not choose to stay here again

The service was good however water was leaking out from the toilet so we had to move to another room but it was the same, the toilet bowl had a big crack and water also leaked to the floor, we moved again to another room. The swimming pool water was too cold, not able to swim. This hotel is more like a 2 star motel.

Great for the price

Needs major renovations in the room we were in and generally the building looked run down. Service was efficient but not friendly.

The hotel is located well, that's the only plus point of booking it. Apart from that, it has little red cockroaches roaming around, the bathroom is pathetic.

Room was very nice - quite large (note - it was an upstairs room, some on lower floors apparently much less roomy. But lots of small irritations eg the tv didn’t work at least for regular stations although Netflix did. But oh dear the gym is catastrophic / no air or air conditioning and, mainly, none of the workout stations worked at all, certainly none of those which needed to be connected to the electricity. Needs a management uptick.