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Reviews of Crystalbrook Riley

5 out of 5
Crystalbrook Riley
131-141 Esplanade, Cairns, QLD

Reviews

9.2

Wonderful

Rating 10 - Excellent. 590 out of 833 reviews" "
Rating 8 - Good. 167 out of 833 reviews" "
Rating 6 - Okay. 45 out of 833 reviews" "
Rating 4 - Poor. 20 out of 833 reviews" "
Rating 2 - Terrible. 11 out of 833 reviews" "

9.4/10

Cleanliness

9.2/10

Staff & service

9.2/10

Amenities

9.4/10

Property conditions & facilities

9.2/10

Eco-friendliness

Reviews

8/10 Good

Ross

Travelled with partner
Liked: Amenities, property conditions & facilities
Nice place but the hallways to the rooms smelt stale and old. The room had mould stains on the roof. And the bedside tables were dusty. The staff under explained things and just assumed it was ok to charge the card used to book the room instead of asking first. For a 5 star hotel i would expect a lot more.
Stayed 5 nights in Apr 2024

10/10 Excellent

Chloe

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Apr 2024
Response from Assistant Front Office Manager on 29 Apr 2024
Thank you, Chloe, for taking the time to leave us a 5-star review! We're delighted to hear that you had an excellent experience during your stay with us. If there's anything specific that made your stay memorable or if you have any suggestions for how we can continue to improve and maintain our high standards, please feel free to let us know. We look forward to welcoming you back for another wonderful stay in the future!

8/10 Good

Leonard

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Property was nice, staff good and friendly. Breakfast could do with improvement.
Stayed 4 nights in Apr 2024
Response from Assistant Front Office Manager on 29 Apr 2024
Thank you, Leonard, for sharing your feedback with us. We're glad to hear that you found our property nice and that our staff provided good and friendly service. We appreciate your suggestion regarding breakfast and will take it into consideration as we continuously strive to enhance our offerings and provide a better experience for our guests.We hope to welcome you back in the future and provide you with an even more enjoyable stay. If there's anything else we can do to improve your experience, please don't hesitate to let us know.

8/10 Good

shannon

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Lovely place in a good spot. Pool could’ve been warmer and the gym is very lacking
Stayed 2 nights in Apr 2024
Response from riley on 24 Apr 2024
Hello shannonthank you for your feedback we will pass this on to the lovely team!

4/10 Poor

Yingyu

Travelled with family and small children
Liked: Staff & service
We paid additional price for a room with resort view anticipating to have a pool view but turns out the view from our room 207 was literally just the roof of another building plus a glimpse of the pool, super disappointed.
Stayed 1 night in Apr 2024
Response from Riley xx on 12 Apr 2024
Hi Yingyu, Thank you for providing feedback surrounding your recent stay. I'm disappointed to hear that the view was not as expected. May I suggest requesting higher floor or specific directions for your future stays? Our friendly team will do the best to accommodate as per your request. Looking forward welcoming you back to Riley on your next visit to Cairns

10/10 Excellent

Nancy

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Beautiful view, great pool, our room was spotless. The food and beverage was great, though maybe could have a few more entree choices. Very good stay overall, definitely recommend.
Stayed 3 nights in Apr 2024
Response from Riley xx on 10 Apr 2024
Thank you Nancy for such a delightful review and hope we get the opportunity to welcome you back for another round

10/10 Excellent

Elizabeth

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Mar 2024
Response from Riley xx on 4 Apr 2024
Thank you Elizabeth! Looking forward another 5-star stay with sunshine and cocktails :)

10/10 Excellent

rick

Stayed 1 night in Mar 2024
Response from riley on 24 Apr 2024
Hello Rick !thank you for your lovely review.We cannot wait to welcome you back

10/10 Excellent

Vivian

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in Mar 2024
Response from Riley xx on 4 Apr 2024
Thanks for the 5-stars Vivian :) Looking forward another round of sunshine and cocktails by the pool!

10/10 Excellent

Clifford, Condor

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Spa tub or hot tub was not heated. Otherwise a good place to stay.
Stayed 5 nights in Mar 2024
Response from Riley xx on 4 Apr 2024
love to hear you enjoyed your stay Clifford!

10/10 Excellent

kelly

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The hotel was beautiful and clean! The staff was helpful and had great recommendations for activities. It was an excellent experience!
Stayed 3 nights in Mar 2024
Response from Riley xx on 4 Apr 2024
Love to hear this Kelly! I'm glad you enjoyed your stay with us!

10/10 Excellent

Julie

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Mar 2024
Response from Riley xx on 22 Mar 2024
Thank you Julie - I'm glad you enjoyed and hope we get the opportunity to welcome you back soonRiley xx

10/10 Excellent

ashish

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Amazing experience staff was very helpful the rooms were great
Stayed 1 night in Feb 2024
Response from Riley xx on 15 Mar 2024
Thank you Ashish! I'm glad you enjoyed your stay :)

10/10 Excellent

Ronda

Stayed 3 nights in Mar 2024
Response from Riley xx on 4 Apr 2024
Love the 5-stars Ronda!

10/10 Excellent

Timothy

Liked: Cleanliness, staff & service
Great
Stayed 1 night in Feb 2024
Response from Team Riley on 24 Feb 2024
Thank you for the amazing review Tim! we cannot wait to see you again.Riley xx

4/10 Poor

James

Travelled with partner
Liked: Cleanliness
Disliked: Property conditions & facilities
Would like to give this resort a higher rating but I can not! We had an upgraded room in the tower, the toilet wouldn’t stop running and wouldn’t flush properly. So they moved us to a new room in the tower with a non functional air conditioner. So I guess we had to pick our poison, sleep in a noisy room without a toilet or a hot room…
Response from Riley xx on 18 Feb 2024
Thank you for your feedback James - I apologize about the shortfalls. Your feedback will be shared with relevant department for reviewWe hope we can welcome you back for an improved experience in the future

10/10 Excellent

Ron De

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Modern and convenient facility
Stayed 4 nights in Feb 2024
Response from Riley xx on 18 Feb 2024
Thank you Ron de - I'm glad you enjoyed your stay and we cannot wait to welcome you back soon

10/10 Excellent

Iben Plesner, york

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We had a very nice stay, the rooms are so nice and light decorated. Staff is very friendly it is definitely the hotel to stay at.
Stayed 3 nights in Feb 2024
Response from Riley xx on 9 Feb 2024
Thank you Iben - I'm glad that you enjoyed your stay and we hope we can welcome you back to Riley and the tropics very soon

10/10 Excellent

Vladislav

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
.
Stayed 2 nights in Feb 2024
Response from Riley xx on 9 Feb 2024
Thank you Vladislav - I'm glad that you enjoyed your stay and we hope we can welcome you back to Riley and the tropics very soon

10/10 Excellent

Michelle

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Such a stunning hotel with lots of options for dining and drinking. Has an amazing pool and staff are fantastic!
Stayed 5 nights in Jan 2024
Response from Team Riley on 7 Feb 2024
Hi Michelle,We are thrilled to hear you enjoyed your stay. We hope to see you back at Riley soon !- Team Riley

10/10 Excellent

Andrew

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Jan 2024
Response from Riley xx on 1 Feb 2024
I'm glad you enjoyed Andrew! We cant wait to welcome you back to Sunny Cairns very soon

10/10 Excellent

Christian, Los angeles

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Tower suite was amazing and had great views
Stayed 2 nights in Jan 2024
Response from Riley on 27 Jan 2024
Hi Christian, Thank you for your lovely review, hopefully you will come back soon. Kind regards, Team Riley! :)

8/10 Good

Colleen

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in Jan 2024
Response from Riley xx on 30 Jan 2024
Thank you Colleen! Looking forward welcoming you back :)

6/10 Okay

Jieping

Liked: Property conditions & facilities
Disliked: Cleanliness
Stayed 9 nights in Jan 2024
Response from RIley xx on 30 Jan 2024
Thank you Jieping! We hope to welcome you back soon for a 5-star experience :)

10/10 Excellent

mark

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Staff was amazing. Room was big and location great.
Stayed 5 nights in Jan 2024
Response from Riley Team on 19 Jan 2024
Hi Mark,Thank you for leaving a great review. we hope to see you again soon.- Team Riley

10/10 Excellent

Michael

Stayed 4 nights in Jan 2024
Response from Riley xx on 30 Jan 2024
Thank you Michael! I'm glad you enjoyed :)

10/10 Excellent

Ian

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Some of the staff were excellent and others were "soso." The room was amazing but there was hair in a number of places (eg shower, bed). Water bottles from fridge were removed and not replaced. I loved this place but to be true 5 star it needs to up its game a bit.
Stayed 3 nights in Jan 2024
Response from Riley xx on 30 Jan 2024
Thank you Ian! I apologize for the shortfalls, however I'm glad you had a great stay with us overall :) Your feedback will be passed on to relevant department for review.

8/10 Good

Steven

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great location on esplanade. Common areas of property kept up nice. Our room had a couple issues like the curtains were broken and light shined in at day break. Room wasn’t cleaned until 4:00 one day and had to get towels. They ran out of towels at the pool. Overall nice
Stayed 3 nights in Jan 2024
Response from Riley xx on 30 Jan 2024
Thank you Steven! I apologize for the shortfalls, however I'm glad you had a great stay with us overall :) Your feedback will be passed on to relevant department for review.

10/10 Excellent

John

Stayed 3 nights in Jan 2024
Response from Riley xx on 30 Jan 2024
Thank you John - We cannot wait to welcome you back soon again :)

10/10 Excellent

Mike

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Nice pool and friendly staff
Stayed 4 nights in Jan 2024
Response from Riley xx on 30 Jan 2024
Thank you Mike! I'm glad you had a great stay with us :)

10/10 Excellent

Axel, New York

Stayed 1 night in Jan 2024
Response from Riley xx on 30 Jan 2024
Thank you Axel, I'm glad you had a great stay with us :)

8/10 Good

Taylor

Liked: Staff & service
The property overall was nice, there was a slight musky smell in the room as the carpets were wet when we arrived. I did not like the room key on the app as it did not work all the time.
Stayed 3 nights in Dec 2023
Response from Riley on 27 Jan 2024
Hi Taylor, thank you for your review. I have let our team know about the mobile app. Hopefully you will return soon to experience the full 5-star service. Kind regards, Team Riley! :)

8/10 Good

Kevin

Travelled with group
Liked: Cleanliness, amenities
Disliked: Staff & service
Inexperienced staff in bars and dinning areas needed supervision . The set menu was nice but we had a group of 8 and only received the same amount of food as a smaller group beside us ' I also couldn,t understand why the menu said 300 gram steak and we would not of had 300 gram to share between the 8 of us . Just a little disappointed in quality of service for what we paid other than that very nice thanks
Stayed 1 night in Dec 2023
Response from Riley on 27 Jan 2024
Hi Kevin, Thank you for your feedback. I have let the F&B staff know so we can hopefully improve our service. We hope you will come back soon to experience the full 5-star experience Riley has to offer - Team Riley! :)

6/10 Okay

Graham

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Dec 2023
Response from Riley xx on 1 Feb 2024
Thanks Graham! I'm glad you enjoyed and hope we can offer a 5/5 experience on your next stay

4/10 Poor

darren

Stayed 2 nights in Dec 2023
Response from Riley xx on 1 Feb 2024
Hi Darren, Thank you for your feedback and I apologize your stay didn't live up to your expectations. We hope we get the opportunity to welcome you back soon

6/10 Okay

Jessica

Liked: Property conditions & facilities
Ok not amazing
It was overall fine but not above average for the following reasons We booked a panoramic sea view room, which didn’t have a furnished balcony as advertised. The room smelled damp. The windows were also completely transparent so if you had them open to enjoy the view there was no privacy.
Stayed 5 nights in Dec 2023
Response from Riley xx on 29 Dec 2023
Thank for sharing this feedback Jessica - I'm glad you overall had a pleasant stay, however anything below excellence is not the way we get things done. I appreciate the feedback and rest assured this will be reviewed internally. I have reached out to you directly to discuss further.

8/10 Good

Ramesh

Travelled with family
Liked: Staff & service, amenities, property conditions & facilities
Rooms have that murky smell where the air conditioners were turned off for longer duration. Even after running the AC for long duration the smell doesn’t go away. Temp control gadget has its own mind as they are very hard to operate and the iPads in the room don’t function properly
Stayed 5 nights in Dec 2023
Response from Riley xx on 29 Dec 2023
Thanks Tai Lun - I'm glad you had a fantastic time with us at Riley CrystalbrookI apologize about the issues with the tech during your stay - I will pass this on to engineering team to reviewHave a great new years eve and looking forward welcoming you back in 2024 :)

10/10 Excellent

Tai Lun

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 5 nights in Dec 2023
Response from Riley xx on 29 Dec 2023
Thanks Tai Lun - I'm glad you had a fantastic time with us at Riley Crystalbrook

10/10 Excellent

Hiu Wai

Travelled with partner
Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service
Wonderful hotel!
Stayed 1 night in Dec 2023
Response from Riley xx on 21 Dec 2023
Thank you for the review! Looking forward welcoming you back to tropical Cairns!

10/10 Excellent

Michael

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Excellent staff: nothing too much for them.
Stayed 8 nights in Dec 2023
Response from Riley xx on 21 Dec 2023
Thank you for the review Michael! I will share your comments with the rest of the team - Looking forward welcoming you back to tropical Cairns!

8/10 Good

Huang

Liked: Cleanliness, staff & service, property conditions & facilities
Response from Riley xx on 30 Jan 2024
Thank you Huang! Looking forward welcoming you back :)

2/10 Terrible

Verified traveller

Liked: Cleanliness, room comfort
Disliked: Staff & service
Upon arrival I tried taking a shower. As soon as I turned on the water the entire shower/bathroom got flooded. Maintenance came and replaced the faulty shower head. It took housekeeping several hours to finally come and dry up all the water. We had also pre paid for breakfast and advised them that two of the days we had tours set up and would be leaving early. They reassured us that breakfast boxes would be ready to be picked up. Neither day they had it prepared. Unfortunately a big waste of money.
Stayed 4 nights in Nov 2023
Response from Riley xx on 21 Dec 2023
Hi! It seems that we missed the mark on this occasion, my apologies. Rest assured that your feedback will be shared and used for training to ensure this does not occur again in the future. We hope we get the opportunity of welcoming you back to showcase the Riley Crystalbrook we are known for!

10/10 Excellent

Nick

Stayed 1 night in Dec 2023
Response from Fergus on 6 Dec 2023
Hello Nick,Thank you very much for your wonderful review.We look forward to welcoming you back the next time you visit Cairns.Team Riley

10/10 Excellent

James Wyatt

Stayed 1 night in Dec 2023
Response from Riley Team on 25 Dec 2023
Hi James,Thank you for taking the time to give us a great rating.We hope to see you again soon.- Riley Team

10/10 Excellent

suchPatrick

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Excellent Service and considerate and friendly staff
Stayed 1 night in Nov 2023
Response from Riley Team on 5 Dec 2023
Thank you for taking the time to write a review.We hope to see you again!- Riley Team

10/10 Excellent

guadalupe

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Highly recommend. Close to everything.
Stayed 3 nights in Nov 2023
Response from Riley on 29 Nov 2023
Hi, Thank you for the amazing review! I hope we can welcome you back again soon!

8/10 Good

Joanne

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Great location and pool!
Stayed 6 nights in Nov 2023
Response from Riley on 29 Nov 2023
Hi, Thank you for leaving us a review!

8/10 Good

Peter, Sydney

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The room was great. The bars and restaurants were closed at 6pm on monday. Not really impressed. The pool is fantastic. Night meals were a bit strange really. Food was good but small and expensive. Had to book for everything. There are many other dining options within 5-10 mins walk
Stayed 5 nights in Nov 2023
Response from Riley xx on 24 Nov 2023
Thank you for your feedback Peter and I'm glad to find that you had a great stay :) Papercrane do close at 6pm on Mondays, however our skybar Rocco with stunning 270 degree view over Cairns esplanade remains open until 10.30pm Looking forward welcoming you back on your next trip to Cairns

10/10 Excellent

Hylton, des plaines

Stayed 2 nights in Nov 2023
Response from Fergus on 21 Nov 2023
Hello HyltonMany thanks for your wonderful review. Looking forward to having you join us again in the near future.Team Riley

10/10 Excellent

Michael

Liked: Cleanliness, staff & service
Stayed 3 nights in Nov 2023
Response from Fergus on 21 Nov 2023
Hi Michael,Many thanks for your wonderful review. Looking forward to having you join us again in the near future.Team Riley