The Sebel Whitsundays Airlie Beach

It was quiet, clean and good value for the quality. The staff were welcoming and helpful, and the marina, shops, cafés and tour departures were just a short walk away. Our room at Sebel Airlie Beach was spotless, spacious and nicely presented, with a comfortable bed and modern bathroom. Everything felt well cared for, and it was easy to relax after exploring the Whitsundays. We had a positive stay from start to finish and would return on our next visit to Airlie Beach. Happy to recommend it to friends and family.

I’d give zero stars if I could. I booked through a third party on 26 December and paid in full for September 2026. On 28 January, I cancelled because I can no longer travel. That was nine months ahead, but they refused any refund, full or partial, saying, “we have a no refund policy.” When I asked to see it, they pointed me to a single line on their website: “Week in the Whitsundays cancellations or changes to bookings for Week in the Whitsundays will not be permitted for any reason. Once confirmed, a booking cannot be refunded or altered in any way. Full payment for your Week in the Whitsundays booking will be charged to your credit card prior to arrival.” I spoke with several managers and escalated it to their GM, Kellie, who was awful to deal with and shouldn’t be in leadership or business. At first she seemed annoyed that she had to answer her work mobile when I was put through. I explained politely, but she was short and rude, repeatedly saying that was not their policy. When I asked for her manager’s details so I could escalate my concerns about her conduct, she refused and gave me her own email address to complain to. After I sent the complaint, she had one of her managers reply, again saying that wasn’t their policy. I don’t think there’s a proper policy, and their terms are unfair. I’m curious whether anyone else has had a similar issue. I’ve lodged a formal complaint with consumer protection about the unfair terms and the GM’s conduct, and encourage anyone in the same situation to do likewise. I don’t believe it’s lawful to have such an unreasonable policy and take people’s money so far in advance without flexibility.

The service, foyer and pool were lovely, and the bed and pillows were comfortable. The marina view was good too. But the rooms didn’t meet the standard suggested by the online photos. They were dated, dusty and a bit grubby, and I doubt the furniture has been updated since the place was first built. The bedding had a few stains, and the shower leaked onto the bathroom floor every time, so we had to mop it up with towels. The WiFi was awful. We were on the fifth floor, and in 2025 I expected usable WiFi.

Macarena was helpful from the first day, always smiling at reception, and the staff were super friendly. We had a great time at The Sebel and will definitely return. Our Two Bedroom Apartment was huge for a family of four, and the location was really good.