Oaks Port Douglas Resort — Hotel in Port Douglas

All I can say is, that the 2 staff that managed the breakfast, pool bar and dinner service are amazing. Working long hours and doing there best snd always with a great attitude and smile. You guys should be given a medal for what you have to do. I know check in is at 2, but wasn’t accommodating at all since we arrived at 10:30. We asked to grab a coffee and food, we’re told get a Uber down to the city centre. Not accommodating at all. Absolute joke. Don’t have front of house staff that have no customer service skills. Rude . Went back to front of house the following day to question charges on our account. I was told to come back at 7pm as he has no idea what to do. Seriously! Air conditioner leaks water, we went out for a swim and it leaked all over my daughters suitcase. Went to go for dinner, half the restaurant wasn’t open was told it was fully booked . I asked if we could order off the menu and take to our room, Was told scan the bar code and order pizza that was it . If you don’t book a table for dinner you won’t eat, you can’t have a hotel fully booked and not have both restaurants open to accommodate everyone. When we did get to eat in the restaurant, the food was amazing. Hats off to the chef and the 2 outstanding staff( as they were on the breakfast , lunch and dinner shift. Great guys) Breakfast doesn’t have all the items stated on your website. Rooms are musty and smell. Poor condition and in need of an update. Pool is not clean, especially by the spas. the bar staff run off their feet . As it is extremely hot, no where near enough umbrellas to keep you out of the sun. Went to play pool , and half the balls are missing , the table is all broken.

Walked up the stairs to check in and there was bags of rubbish at the stairs. It was there for 3 hours and still hadn’t been removed. Phone in the room doesn’t work.so how do you call . The free wifi won’t let you on as obviously everyone is trying to log on. Our fridge in the room leaked water everywhere as the ice box inside was that frozen the door wouldn’t close properly and leaked all over the floor, so I defrosted it so we could put our drinks n food in it The lampshade has stains all over it.

If you are going to take patrons $ at least make sure there stay is what is stated on your website. As this is how patrons will book there accommodation. Don’t offer all these services and not deliver. Surely in the past years you would of made $ to maintain your property to the highest standard. You don’t deserve a 4 star it should be rated at 2. Really disappointing and will definitely not come back to stay. Find somewhere else if you are looking for...

Good pool facility though little wooden island displayed in promotional phots is closed indefintiely (possibly due to saftey concerns due to degradation of wood surface from lack of maintenance). Location is along a stretch of similarly style resort hotels.....anout a 5 minute drive from downtown Port Douglas or he Captain Cook Highway. Complimentary Internet but slow and plodding if you want to do anything other than check emails. We had 1 bdrm apt and it had a washer dryer fitted. Staff were friendly and helpful with the exception of the GM who I had a telephone exchange with about COVID isolation requirements and I found to be dismissive and abrupt when I raised issues about the cleaning regime in rooms around. We stayed for 10 nights and the room was only cleaned 1 time. The GM stated that should be expected with a long term rate, which was north of $260 / night in the rainy season. This is not an insignificant daily rate and one would expect more than one cleaning in this period. It simply is not good enough in my view.

It will be important for other guests to secure clarification on this point prior to confirming booking and then feeling disappointed with the standards of services in this area. This was particularly troubling during a COVID period where standards of cleanliness and hygiene should be maintained at the highest possible standard.

Hotel bar and restaurant area is critcally understaffed and there were 8 occassions where I rang the restaurant for food orders and the phone went unanswered and was redirected back to the reception area. I then had to tell them my order and they walked it over to the restaurant to submit. Although the pool area is large and accomodating but standards of cleanliness was poor - presumably again due lower than required staffing levels. The is a pool bar area and many drinks are ordered and left strewn around the pool area and not attended to for hours. Night swims inevitably left you avoiding beer cans and glasses left around the little island area and the borders of the pool.

Food ans drink is passble but costly relative to food and dining options outside of the resort. For in-room dining, you are expected to collect the items personally from the restaurant and take to your room.

Overall there are better value for money options available in the area that fit the ‘4 star, pool-based resort’ ethos. Critically low levels of staffing are not keeping up with demands of meeting a 4 star rating for a resort in the wet tropics. The resort looks to be limping along but has clearly seen better days under stronger...

Location/property/room 6/10 Maintenance 3/10 Customer service 2/10

Gardens looks terrible, the place could be really nice if it had maintenance done/people to do maintenance, timber looks old and worn, gardens overgrown onto foot paths, mould on a lot of stuff, floor boards for the back of oak and vine are falling apart. Totally understand they are trying to go for a rainforest vibe but it looks so run down and over grown.

No room service. Called to ask reception if we could order something from oak and vine (the restaurant on site) as takeaway and pick it up, after 7 minutes on hold for her to work this out I hung up (surely we are not the first to ask). So we just ordered the pizza online from the “little pizza company” which has a brochure in your room to do so. (No garlic bread - just pizza and drinks) but it said collect at oak and vine on the menu, so we did and the staff didn’t ask for our name just said your suppose to pick it up at “the little pizza company” so we walk over and he hands it to us (yet the brochure says oak and vine pickup at counter).

The first night we went to get ice cream from reception at 9:30 on a Friday night, we waited for 10 minutes and no one was on site so just left.

Waiting at pool bar for 20 min (on a Friday arvo at 4) as staff just disappeared and people where lining up, called reception who can barely speak English and they say what room number are you so we can help get someone there, we just need service at the pool bar like everyone else, why would our room number be relevant.

Got the echo gecko cocktail in a jug (blended up whole kiwi fruit with the skin on, it was all chunky clumps of skin - do not recommend)

Staff all walking around vaping and on phones.

The room phone did not work and said this number doesn’t exist.

Buffet breakfast was worth it for the $33. Coffee included and it had poached eggs available at all times and view was nice. Down side was the pond outside has a really bad smell (the inside areas in the aircon was nice)

The rooms are good for what you pay and the bed was comfy - tv in lounge was tiny and wifi was down so any show you tried to watch with fox keeps dropping out (reception advised it was down when checking in)

All in all, this place could be really good with a little TLC and some customer service training and more staff. This place really has potential but unfortunately every time we come back the further down hill it goes. Would I come back again, I don’t think so. If you looking for a break away and to kick back and feel treated,...