Reef Palms Motel

We landed from an overnight flight at 4am and needed a room for five hours before our connecting flight. I’d explained in the booking messages that we needed late after-hours check-in, but kept getting automated notes saying early check-in wasn’t possible, which we hadn’t asked for. Staff later told me to disregard them. The messages were confusing and irrelevant. I asked twice about the hotel shuttle to the airport. The first message got no response, and the second time I was told to make my own way because our flight was outside shuttle hours, even though it was at 12pm and their last shuttle was at 10am. They then said they had no record of my shuttle requests, despite me sending screenshots. That felt rigid and unhelpful. I’d been told I’d get the lockbox code for our room key once payment was received. We’d paid two weeks earlier, but no code came. Ten minutes before take-off back to Australia, I had friends in Queensland call the hotel to chase it. Without that, I’m confident we’d have arrived at 4am unable to get in or reach anyone because it was outside their hours. Access details shouldn’t be left until 9pm on check-in night, especially when the guest is travelling. In the morning, when I went to return the key, a staff member verbally confronted me. She and a man I assume was her husband then followed me down the hallway yelling. That was completely unacceptable. I’ve worked in customer service for 30 years and would never treat customers that way. I expect the owners may reply and try to spin this to fit their narrative, but I’d encourage people to read the other reviews too, there seems to be a clear pattern. Also, the back gate used for after-hours access smelled like urine.

Management were polite, respectful and extremely helpful, and it’s refreshing to see how much they care about the people staying here. The rooms are very clean and comfortable, and the grounds are tidy. It’s close to town and the hospital in cairns. I’d recommend this motel to anyone.

I didn’t enjoy staying here. The location is handy for the town centre, but there seemed to be some vagrants nearby who had yelling matches at night. The room was old and poorly maintained, though the sheets and other bedding were clean when I arrived. The kitchenette had a mismatched collection of utensils, several lights were out, there was an iron stain on the carpet, and there were various other damaged bits around the room. Staff only helped after I repeatedly prodded them, and I felt like a problem instead of a customer. A payment issue took three weeks to refund, despite them assuring me it would be done within a week. They didn’t explain the delay and were inconsistent about replying to my emails. I did eventually get the money back, but the communication was so poor that I had no idea if it would happen. I don’t recommend it.

For this price range, it’s one of the best places in town. The rooms are modern, stylish and very well maintained, and the staff make an effort to keep your stay pleasant. They also returned some belongings I’d lost, which I really appreciated. Thank you.