Oaks Port Douglas Resort

Beautiful resort and quite. Free parking. Further from town. Accessible Room was renovated, spacious and close to the pool, reception, and parking. The bathroom was spacious but unfortunately no shelves or ledge to put any toiletries. That made it v inconvenient. Otherwise, good place.

We spent five wonderful nights at the Oaks Resort and would stay again in an instant. The staff were extremely helpful and pleasant, reception is 24 hrs which is always a comfort to know. We had breakfast included in our booking and we looked forward to going to the Oak and Vine restaurant each day, the setting of the restaurant is just beautiful. The pool area is my favourite place, plenty of areas to sun bake and a swim up bar that also provides food makes it a very pleasant spot to spend the afternoon. The resort is a bit out of town but then again most of the big resorts are, it’s not a problem if you have a hire car, but if not there is a shuttle service for fee. All in all the Oaks ticked all the boxes for a relaxing holiday.

As an agent handling a booking for a customer, an issue arose where the customer was charged an extra night from the accommodation. Despite my efforts to secure a refund for the customer, there has been a lack of communication with the reception. Multiple attempts to contact the Reservations team, who also faced difficulties reaching the accommodation for a refund, five times I have attempted to call and each time unfortunately, there has been no response or communication. This experience has not only resulted in poor service and a lack of communication on their part but has also led to negative reviews that I have come across. Due to these issues, I regret to inform you that I will not be assigning any future customers to this establishment.

Positives: -pool with swim up bar -bath with jets -quiet -complimentary bottle of wine for anniversary Negatives -check in was 2pm but room hadn’t been cleaned and so we got into the room at 2:45/3pm. -staff will not go out of their way to help you, for example, streaming services not working on tv, wifi not working for any devices and no solutions from staff. -staff walked in twice without knocking while my partner was naked. -pool view was actually pond/walking bridge room. -checked out and left necklace, rang but reception phone was never picked up. Spoke to booking staff who got through to reception. I was told the cleaner hadn’t found it. I found a photo of where it was the night before. Called back, asked if they’d actually checked the room, they had not, they hadn’t even cleaned it yet. 20 minutes on hold, they found the necklace. I got told it would be posted. 2.5 weeks later, I notice I have been charged $30 from the resort for posting the necklace!! I had asked for it to be sent in normal envelope. Could have been dropped off at any point by any staff into postage box but as I said above, no one will go out of their way to help or be nice.

Poor experience due to the hotel not being maintained properly. I was almost seriously injured or worse by a falling palm tree branch next to the pool which landed directly on my sun lounge just seconds after I had stepped away. Management did come promptly to make the area safe after it had fallen but it shouldn’t have gotten to that point. Also the mattress and pillow was disgusting, full of sweat stains. Raised my concerns to manager Paul who agreed the palm tree hazard was overlooked and bed situation was unacceptable but he did nothing to compensate me for the poor experience.