Hides Hotel Cairns

We spent most of our time out exploring Cairns, so the hotel was manageable for sleeping, but we didn’t try the food. Its central location is excellent: the Night Markets, Esplanade Lagoon pool area, Cairns Central Shopping Centre, aquarium, Woolworths and plenty of cafés, restaurants and other attractions are all walkable. That saved us a lot on taxis or Uber, and we could get around on foot at any time. The hotel may suit people looking for a very budget-friendly central base, but not anyone expecting comfort, cleanliness or good service. We stayed four nights with my wife and our 11-month-old infant. Staff weren’t especially welcoming and sometimes seemed unfriendly. There was no housekeeping during our stay; by the third day the rubbish bin smelled so bad we had to put it in the hallway ourselves. The room and facilities looked dated, there was visible fungus or mould on the curtains, the bathroom fittings were old, and hot water was inconsistent. Towels came only after we asked. Cleanliness and hygiene were very poor and concerning with a baby, and we didn’t let ours onto the floor. The room also felt much smaller than it looked in the online photos.

Staff were friendly, and the central location is excellent. Those are the only reasons I’m giving it two stars. For a supposed “3 star” hotel, the rooms were shockingly bad. The air conditioning barely worked, ventilation was poor, and there were no real windows. Towels were often unavailable, basic amenities were lacking, and the shower controls were strange and outdated. The bed moved easily, the corridor felt like a sauna, and the elevator seemed unsafe. Even after taking it, we had a long walk to our room. With so few competitors at the lower end of the price range, I doubt this hotel would stay in business otherwise.

After the hotel replied, I appreciated the response and raised my service rating by one star. We arrived Wednesday, Dec. 10, under the name W. Baker, booked through a service called Guest Reservations. Our itinerary was # R5952710645. We came straight from the airport after a full day of travel and two layovers, tired and carrying all our bags, but at 9:30 pm the door was locked. A sign said reception closed at 11:30. We rang and knocked with no response. A resident eventually let us in, where we saw a notice apologizing for the reception desk closing early. We called all three hotel numbers posted there. One was disconnected; the other two, advertised as 24/7, went unanswered. We walked through the rain to another hotel. When we returned a couple of days later to ask for a refund, reception said they had emailed instructions at 9 pm Wednesday on getting a key from the lockbox. We asked for and got a copy, but the email address was quite different from mine. The receptionist apologized and still said there would be no refund because an email had been sent somewhere. We never got past the lobby, so I can’t comment on the rooms, air conditioning or breakfast. This service was absolute crap, and our credit card company agreed when it reversed the charges.

The only reason I’m giving one star is the location. At Hides Hotel Cairns, 4/87 Lake St, Cairns City QLD 4870, our deposit was unfairly deducted for a “messy room,” though we were never told of such a rule. We had no room service for four days, yet staff threatened deductions over the room’s condition. We had to sort out our own toiletries and towels, which was very poor hospitality. The bathroom basin sink was broken and unhygienic, and that was where we had to get drinking water. When we asked to refill our bottles from the kitchen filter, staff refused, saying there was “no space” for them. Breakfast was unacceptable, with frozen food and stale, rock-hard bread. We stopped eating it after Day 1 but got no refund.