kermatu
Senior Member
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- May 27, 2012
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Disappointing as service recovery should not be needed, but at least the recovery was good.
I have been told that they have a (relatively) new F&B manager. He ordered the coffee machine to be removed to "force" people to buy a coffee and I agree that the room menu is, well ... ordinary. If I eat at night, I usually go to one of the nearby restaurants.
H-CNS seems to be under quite a lot of pressure due to the large number of hotel refurbs going on in CNS, which appears to have a negative impact on us as travellers as the rates have gone up well above what the properties are actually worth (IMHO) and service is occasionally faltering. Into the future, when all these new rooms become available, we may see things returning to a more expected level (but who knows, it may force the like of Hilton into a refurb as well, just to keep pace).
On the plus side, I've been told there is a new micro-brewery not far from Hilton! That interests me a great deal. apparently a good number of decent brews and decent meals as well! I only heard of it last night and I'm not back in CNS for about 6 weeks, so a tad disappointed.
The best thing was the service recovery was proactive. Letting me know in advance and offering the night free was terrific. I chanced my luck and got a bit more.
Hadn't thought about external pressures on the hotel. Interesting observations. In the several years I have been going there - initially for work but now entirely leisure - I've seen lots of improvements in areas I've asked for, such as lounge being open through the day, coffee machines in some rooms, some structural improvements like a ramp to get into the hotel for suitcases and of course mobility-impaired guests. But a few things have declined, like breakfast (fewer options, coffee tax, charges for items previously free like French toast or eggs benny), and now canapés 2 hours instead of 3 (though I always thought that was a bit generous).
The room service has been poor lately. In early stays I / we could get a really nice seafood platter for $20-$25. Good serve of seafood too (oysters, prawns, bugs and great salad or fruit). In last couple of years that platter has gone up in price and quantum halved. It's not on the in room menu anymore which is probably good. It's also frustrating that Mondos cannot do room service in the evenings. When on my own I prefer room service after some nibbles and drinks in the lounge.
Most of the staff have been the same over the years, which I absolutely love about the place. I actually can't imagine staying anywhere else in Cairns, which is probably to my detriment but is what it is.
!
