First, I want to say I've traveled all over the world and have stayed in a variety of places. I'm not high maintenence, nor do I need anything fancy.
We had been driving ALL DAY to Port Douglas and booked this motel/condo as we were in the car, en route. That was a BIG MISTAKE, as we didn't get to see any pictures or anything of this Mango Tree place beforehand. After a long day in the car, it would be nice to arrive to a cozy, clean place... what do we get instead?? A very worn down, old, musty smelling place with tons of old amenities. There were a few bugs that freaked me out, and the shower was disgusting and the water came out slow. It was completely uninviting and cold, and we really didnt want to touch anything or sit on anything. Since we arrived so late at night, the office/desk was closed and we had nobody to talk to about changing rooms or checking out. The bedroom was SOOOO musty smelling, I closed my eyes at night and prayed to fall asleep fast because I didnt want to think about how gross everything smelled and looked. What a miserable place to come to after a long day of driving!!!
We originally had booked for three nights, but couldn't wait to get out of the place!!! The next morning we went to check out early and the JERKS at the front desk charged us an extra $50 for a "cleaning fee" since we were checking out early. WHAT???? We were only in the stupid place for a total of like 8 hours over night, already spending WAY too much on such a disgusting place, and now they were going to charge us more? What a waste.
We paid the money and got the heck out of that place as fast as we could!!
Also--- note--- this place is NOT in close walking distance to all the cute shops and restaurants. We ended up staying at a nice place called "Regal hotel" right in the heart of town for the same price, MUCH nicer, very friendly staff, a NOT disgusting like Mango Tree!!!
I really don't understand why peopel are giving this place good reviews!?? Were they staying at a different place than us? YUK!!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
8 March 2011
We thank the writer for expressing their opinion of Mango Tree. As we always aim to present a standard of accommodation comparable to the tariff charged we always welcome any review that may indicate an area in which we can improve and learn from what our guests have to say. In this case though it would appear the guest has a particular issue with the $50 charge that has led to this unpleasant and unjustified review. However we do have a valuable lesson to learn from this.
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The guest we recall booked the room by phone after several calls on the day informing us they were traveling up the coast and would be arriving very late. As August is our peak season the standard tariff for 3 adults is $175 per night with a minimum 3 night stay. The guest questioned the price and only wanted one night seeking a reduction in both price and our required duration of stay. Our response was to agree to a lower price but insist on the three night minimum and the conclusion was a three night booking at $125 per night being $50 per night off the published rate. A saving of nearly 30%!
We charged the first night to the guests credit card as a deposit and set up the room for their late arrival. The guest arrived late as predicted and followed the standard after hours check in procedure to access their room.
The following morning we were informed that they would not be staying as the room was not really what they had in mind and they had found somewhere else - from the review we see a four star establishment on Macrossan Street in the heart of town and not a comprable 3.5 star being a 15 minute walk from town as is Mango Tree.
We explained that the three night rate was dependent on three nights and insisted that the $50 discount must be paid on top of the $125 deposit for the first night if the booking was to be for only one night. We agreed not to charge the full 3 nights as most other hotels would do and were happy to let the guest leave without insisting on any further charge that we would be entitled to. We did wonder at the time why they had booked at all and concluded that we may have been their best option for a late arrival. This $50 charge therefore has nothing to do with a cleaning charge as stated in the review.
It is surprising that this review should appear almost 6 months after the guest stayed at the Mango Tree and most disappointing to read the content of the review, particularly so because we are unable to do anything about it other than offer a response. We feel it is unjustified as there was no mention of any issue with the condition of the room at the time the guest checked out and the description in the review in all honesty does not match the reality in the room. As stated before we accept criticism and always strive to maximise the opportunities presented by the opinions of our guests. This review presents us with a lesson to learn when accepting late arrival bookings on the day of arrival. That is we will not be negotiating reduced rates on the first night from this point forward and thank the reviewer for helping us to arrive at this conclusion.
There is little else we can glean from this review as the motivation appears to be totally unrelated to the harsh criticism. Fortunately many of our guests do appreciate the value for money offered by the standard of our modest 3.5 star accommodation. We can only hope that this sort of irresponsible use of the guest review mechanism does not inflict too much damage upon our business.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC