Sheraton Grand Mirage Resort, Port Douglas

The environment is really beautiful. The facilities are relatively old. The rooms on the first floor are relatively damp. The restaurant in the hotel is also delicious. Overall, it is still recommended if you are here for vacation.

This stay was a terrible experience, totally unworthy of the price and the so-called star standard. Although the room was OK, the hotel environment was not bad, and there was a 24-hour gym, the overall service and management were really disappointing. What I couldn't accept the most was the "stealing" after check-out. I checked the bill when I checked out, and there were only two restaurant charges, and I also asked at the front desk that there were no other charges. But the next day, there was suddenly an extra water charge. I didn't drink this bottle of water at all. I came back from the sea that day and found a puddle of water on the ground. The water bottle might have been frozen and cracked, not caused by me at all. This expense should not be borne by me, and the staff did not explain it in person. They quietly deducted the money after I left, which was very dishonest and made people feel cheated. The restaurant was also disappointing. The steak and lamb at The Deck restaurant were bitter, completely inedible, and ridiculously unpalatable. The Lagoon restaurant was slightly better, but it was just average and not worth going to eat specifically. Moreover, I originally booked two rooms, but only one was given on the day of check-in, because the other room had not been cleaned yet, and the delay seriously affected our check-in experience. This hotel looks high-end, but in fact, the management is chaotic, the service is not in place, and there are even some deceptions. I will never come again, and I will not recommend it to anyone. This stay was extremely disappointing and definitely not worth the price or the so-called star rating. While the room was decent and the hotel environment seemed okay with a 24-hour gym, the overall service and management were a major letdown. What I found completely unacceptable was the unauthorized charge after I checked out. When I left, I confirmed the bill at the front desk — there were only two dinner charges, and I was told there were no other fees. However, the next day, an additional charge appeared for a bottle of water I never consumed. I came back from a boat trip that day to find a puddle on the floor and a water bottle that seemed to have burst, possibly from freezing. This was clearly not my fault. Yet instead of discussing it with me, the hotel silently charged my card after I left — an extremely dishonest move that felt like a scam. The restaurants were equally disappointing. The Deck served steaks and lamb that were inexplicably bitter and completely inedible — some of the worst food I’ve ever had. The Lagoon was slightly better, but still just average and not worth a special visit. On top of that, I originally booked two rooms, but when I arrived, they only gave me one, saying the other wasn’t ready yet. It took ages to sort out, which seriously affected our plans. This hotel may look upscale on the surface, but the reality is poor management, subpar service, and shady practices. I will never stay here again and would not recommend it to anyone looking for a reliable and honest hotel experience.