Excellent”

Dear Maria, Thank you for choosing to stay at the Sheraton Grand Mirage Resort, Port Douglas and providing your honest feedback on the Guest Satisfaction Survey. Providing the highest level of hospitality is our number one priority and we sincerely apologize for falling short of meeting your expectations. As a teachable moment, we have shared your feedback with the appropriate hotel team to ensure the necessary guidelines are in place to prevent the issues you experienced during the power outage from occurring in the future. My apologies also that the letter was missed from being delivered to your room. Whilst the power outage is not typical and beyond our control please contact us so we may add some enhancements and assist for a future stay. I understand you have booked through Agoda and we approve a refund from them for the 2 nights. Once again, thank you for taking the time to share your feedback. If you ever choose to come back to Port Douglas please reach out to me personall

Everything was perfect !”

We had the most wonderful experience staying at Sheraton Mirage Port Douglas. Everything was perfect, the awesome pools, beautiful clean rooms, amazing landscape and easy access to the beach. The twin Double Bed perfectly catered for our family. We booked the garden view, next time we will get the pool view (which has direct access to pool). It's everything that we have wanted for our holiday. We had an even more wonderful time because of the lovely staff and I especially want to thank Shweta at the reception, she is genuinely helpful, excellent customer care and made things more memorable. We will definitely be back.

Perfect spot in Port Douglas”

This was our first visit to Port Douglas and the Sheraton Grand Mirage and was very pleased with both. One down side was that you were asked for a deposit of $100 per night of your stay to cover extras such as bar tabs and mini bars etc. whilst we were ok to do this, another guest checking in at the same time as us was very angry at the fact he had to hand over a further $1000 . For us we were aware of this ad previous read about this but this is not published on any of the travel sites or the hotel pages, so be aware ! Other than that it's so good hotel but could do with improving activities after 8pm like keeping the pool bar open.

Beautiful resort with lovely staff”

Check in was very easy and the lady was very nice. The staff there is very polite, friendly, professional + pay attention to detail - service with a smile. Loved our room. We got the garden view - loved the feel and atmosphere. Our bathroom was nice and big. Great bathtub. The only thing I did not like was the shower - the pressure was not right and it was hard to adjust. Loved the swimming pools!!! The food is a bit pricey - what we expected it to be - and there is also a $10 delivery charge for room service. We had a car though, so we drove out to Port Douglas which is only a few minutes by car and there are a lot of options there. Location does come into play though if you are planning to have some drinks. Because we were driving, we came back to the hotel after dinner and bought a few drinks at the hotel bar and the prices were alright. We missed happy hour, which would have been 25% off, but still, prices were not bad. One more time, the service was great and the entertainment was nice too. We had such a great time at this hotel. Everyone there was so nice. Wish we had had more time to spend there.

Absolutely loved it”

I loved Port Douglas as a destination to relax - especially at this hotel resort. The pools are to die for. Food was great. Rooms were generously spacious. Rooms are quite pricey. Beach access to four mile beach. Short driving distance to the main strip of shops/restaurants. Overall fantastic stay, can’t really fault it! Would definitely go back again. Can’t wait to do so.

Gorgeous properties with great amenities and private beach entrance”

Property is 5 mins away from the CBD of Port Douglas. It is a beautiful oasis with several lagoon pools, restaurants and great facilities. They have a private beach access from the property. The suite is a spacious room with a balcony. Recently refurbished and it has everything you need for a comfortable stay. The golf course is also across the road. Highly recommend and I wish we could stay longer.

Great Hotel”

This is a very good refurbished property in the best location in Port Douglas. Close enough to the little town of Port Douglas. It is on the 4 mile beach which is great to walk up and down, particularly at sunset. The rooms are excellent. They are very modern and have been upgraded on all levels. Lightening, TVs, appliances and the rest. We had a lagoon view room on the 2nd floor which I would recommend. The toilette was modern, and it had everything required. It was also quite big. Room service was attended to very promptly every day. Wifi was complimentary (not standard in Australian hotels). Great place to stay.

Paradise at Great Barrier Reef”

Our family of 5 had a phantastic stay at the Sheraton Grand in Port Douglas. Beautiful 4 mile beach, excellent food including a Michelin star rated restaurant, amazing pools around the property and for once enough lounge chairs to spread out and relax.

dissappointing for a five star.”

the little things let them down, on check in we were told room would beready after 3pm however when getting to room at 4pm all items in (very limited) minibar were frozen solid or used by previous guest. when replenishing items we were advised frozen as room hadn been used for a few weeks so why did we have wait for room access? in this day and age they still charge for wireless internet. no bar or services are available to us after 1100pm couldnt even get a drink in lobby. for a fice star this is appaulling.lighting in corridors was not working had to use phone as torch. in saying all the above property is in fair condition for the tropics, And harsh beach environment pool area is sensational and port douglas is a great town

Very relaxing and enjoyable - would come back”

We enjoyed our time at the Sheraton Mirage. The hotel was quite spectacular. The tropical garden views were lovely and tranquil with a touch of Bali. How great to be surrounded by a lagoon which was just beautiful day and night. Our room was clean and comfortable and that's all that we wanted as we went off sightseeing most of the time.

Variable experience”

On the plus side, the room was spacious and the beds were comfortable. However, while allowing for some cut back in services due to COVID restrictions (eg some restaurants closed and menus were cut back) - the food experiences were very disappointing. Moreover, while some of the staff were excellent, others seemed disinterested and lacked appropriate training. For a so-called '5 star' hotel the Sheraton Mirage was simply not up to scratch and offered poor value for money.

Excellent”

Staff were lovely and helpful. Facilities were comprehensive and well maintained. We LOVED the breakfast and happy hour drinks. The Sheraton was well suited to my family with older kids (pool table, table tennis, outdoor chess and plenty of pools) but I felt that little people weren't well catered for- a playground would have been great, a water playground even better. Also, the gym and the lap pool are a 10min walk away (and on the other side of a busy road) and the shuttle buses were always too busy to use to get to/from the gym.

Straight Outta The 80's”

Let's do the TimeWarp again! Did a quick one night stay here after a week in PD rather than drive back to Cairns. I can imagine this place once being glorious. The entrance is a grand affair and could easily be in a movie, or an episode of Miami Vice. The decor, although in good condition looks like it is stuck in the late 80's, and I was expecting Scott & Charlene (in her dungarees) to walk by any minute. A HUGE lagoon covers the grounds with faux beaches and water lapping up to some room balconies. Fantastic, if there weren't some of the worlds best beaches within a short drive away, the lagoon would be even better. The Rooms are super clean, but were obviously last updated when John McEnroe won Wimbledon, and big hair and stonewash denim were the things to wear... Ok, for a quick stop, and refresh.

Very relaxing”

Have nothing negative to say. We really enjoyed our stay. Beautiful resort, great service.

Above average”

Used to come here before the property was taken over by Fourshare. The grounds are still well maintained and the pool is still the big draw card here. Few of the staff have been helpful however unfortunately too many were ambivalent and seemed to really dislike working in the hotel. Check in was late, the pool towel system is a hindrance and not helpful to guests. It's as though the guest is having to do the work for the staff as collecting or delivering towels would be too much for the facility. The provision of pool facilities could be delegated to separate areas to assist in customer service including amenities which were at times in poor condition -filthy and busy with 2 pool toilets for the entire resort. The food by the pool is reasonable however there is so much more that could be offered here and is not! The use of plastic is prolific in this resort and seems behind the times in regards to environmental awareness. This seems odd considering the location so close to world heritage parks... The rooms are nicely renovated however required an engineer to fix a stuck door at one point of the stay. The buffett breakfast is very underwhelming and not what it used to be ( the best back in the day). If a corporate group arrives for a conference be prepared to have to deal with sectioned off areas and a lack of services as the staff area again overwhelmed... There is more I could write...unfortunately. The manager we discussed numerous issues with was very helpful and it seems there is much change required at the Sheraton Mirage to reach it's 5 star status. I wish them all the best in resolving them, as it used to be a wonderful place to visit and what a shame to see it go downhill where there is so much potential!

Great rooms and pools”

Great stay. Golf course in good condition, reasonably priced. Room excellent with resort landscape and surrounds lovely.

One of the nice ones in port Douglas but there isn’t much to compare with ”

There are not many 5star hotels in Port Douglas so this one is acceptable but just because there is nothing to compare with. I would expect more

Holiday”

Reception unsatisfactorily, no one to guide us to the room, just given a small map and it was dark, also had to carry luggage for a long way. Everyday some amenities were missing, such as towels or bodywash etc. The booking was for one king bed but the supply was 2-beds. Very surprising we had to pay for coffee when you did not drink the coffee supplied. Why not have a machine in the room, like other hotels. Harrison's restauranr one big disappointment, steak like leather and wine was "off". Cocktails in pool were very low in alcohol, staff informed us that the pool drinks had to be low in alcohol, but price was the same.

Rundown resort, good customer service but look else where for luxury. ”

The resort is very rundown. The structure is falling apart. I booked a room with a large bed for my husband and I, instead we were given 2 double beds. The restaurants are mediocre with boring menus, the room service menu had better variety however the prices were to expensive. The staff were lovely and had excellent customer service. Upon check out I had to correct afew extra items that had been charged to my room. The resort is good for families/anyone on a budget. If you are looking for luxury go elsewhere.

Tropical paradise ”

Fantastic resort with endless pools and beach views. We had some issues with air conditioning in the room but management handled it very well. This is one that we will visit again and a must do!!