Mantra Esplanade

Geoff Booth6 months ago

2/5

My wife and I have been regulars over the New Year period at the Cairns Mantra Esplanade for over the last 6 years. For the first couple of years, we booked through an agency. After speaking to the front desk manager, we made our bookings direct and received a better deal. Our recent stay over the New Year was very disappointing to an extent that we will never be returning. May 2023, we booked direct to the Mantra Esplanade for our upcoming New Year stay, we received a quote, 1 bedroom apartment city view. Special Event Rates. $439 30th Dec to 1st Jan $465 1st Jan to 2nd Jan $395 2nd Jan to 5th Jan Total $2,528.00 We arrived on 30 December and checked in and paid the amount in full. Since dealing directly with the front desk manager, we always received a room upgrade to an ocean view apartment. I asked the young lady if we had been upgraded? She stated that her manager had allocated room 520, a one bedroom apartment city view, and then added that it was on a higher floor. Which we assume was the upgrade? Room 520 was a shoe box of a room directly next to the garbage chute. The room was more like a studio room than a 1 bedroom apartment. There were 2 louvre sliding doors between the bedroom and the living room. Upon checking the Mantra website, the definition of a 1 bedroom apartment is that there is a wall between the bedroom and living room. Also, due to the location of the tv and the louvre doors, the tv sound was more prevalent in the bedroom than the living room. 31 December Totally disappointed with the room. I called reception to speak to the manager, to be informed that there wasn't a manager at work until 2nd January. He would call me back. Still feeling totally disappointed, I checked the room rates on the Wotif website. 1 bedroom apartment city view 2nd Jan to 5th Jan $285/ night I had paid $395/ night. 2 January I called the reception to speak to the manager, not there. He would call me back. No call received, went to reception to find the manager was there. He knew us from previous stays. I told him our situation (as per above). He said he would get back to us. No communication. 4 January Saw the manager at reception and asked him for an update. He stated he would get back within 48 hours. Still no communication. I have submitted a similar review on Mantra's website and asked for a contact from Mantra or Accor. Still no communication.