Pullman Reef Hotel Casino

The food and rooms were good, and we'll definitely visit again. When my partner and I arrived at the casino, a security guard named Lachlan welcomed us. He was professional and friendly, and answered all our questions about the casino's food services.

We enjoyed our stay, it was cool and nice. The reception guys were kind and made things better, but the women at the desk were grumpy and unfriendly. They weren't helpful, and every day we spoke with them we felt unwelcome. I'm not sure what was going on. Thanks.

There's a serious issue with staff behaviour and professionalism at The Reef Hotel Casino. Security guards can be aggressive and intimidating, and seem quick to escalate things instead of calming them down, even when patrons aren't posing a threat. Management seems to accept this as normal. Complaints are often dismissed, and I see little evidence of proper oversight or accountability for how licensed security staff are trained or supervised. Even on the gaming floor, dealers seem more intent on taking offence than giving professional service. It reflects the same lack of training and sense of entitlement that appears to start at the top. I'd strongly advise staying away.

The Seafood Feast was awful: fried seafood extender, two dried-out calamari rings, two tiny things that I think might once have been prawns, and chips that seemed as if they'd been cooked the day before and kept warm. I complained, but it felt like nobody listened. The steak sandwich was too tough to eat, and the wagyu burger was like a dried-up hockey puck. We'd been visiting Flinders Bar and Restaurant for years while holidaying in Cairns, and foolishly went back three times in the last four weeks hoping it would improve. The food was consistently bad, so we're done. The chefs should be ashamed to serve food like that.