Crystalbrook Riley

Recent Reviews: 946

• User:Discover50292741654

  Trip type: Couples

  How much staff matters—in a negative way, but also in a positive way! Thanks, Landon!

  22 May 2026

  Three days before we checked into the hotel, we had a service request. The receptionist who handled it, Mr. Landon, was incredibly helpful, charming, and smart!!! Thank you! Unfortunately, when we actually checked in three days later, we didn’t receive such a friendly and professional welcome. The receptionist on duty was definitely not what you’d expect at a hotel like this. Unfriendly, curt, uninformative, and far from making a guest feel welcome. As a result, we decided to spend our money on food, cocktails, etc., outside the hotel—which still made for a wonderful short stay in Cairns.

  Read more

• User:268hunt_ing

  Trip type: Family

  Better accommodation elsewhere

  10 May 2026

  Whilst situated on the Esplanade it is not central to any shopping centres at least 1.5kms to Woolies. Well presented with adequate space in rooms. Had requested single beds for my daughter & myself but ended up with one king size. Housekeeping wasn't done until late afternoon - wasn't a relaxing time after the day out to have to wait while the room was cleaned. Fire alarm was activated at 3am in the morning thankfully a false alarm but there was no fire warden or any staff to alert us where to go - not the first time this has happened due to a faulty fire alarm system board ! Breakfast was a good selection but hot food was always cold and the birds flying about in the restaurant was disturbing. Asked one morning for a mug but was told they were all in the dishwasher. Some of the staff members were not very helpful. Special mention to Phil on the front desk - very helpful, always courteous with a smile. Lack of staff training seems to be the key factor. Still waiting for bucket of ice to be brought to the room. Room service very slow. Other 5 star hotels would outshine the Riley. Tom Nozawa, Guest Services / Front Office at Crystalbrook Riley, responded to this review Dear Guest,Thank you for sharing your feedback and for highlighting both the positives and areas of concern from your stay.We are pleased to hear you appreciated the room presentation, breakfast selection, and the service provided by Phil at Reception. However, we are very sorry that other aspects of your experience fell short of expectations.Please accept our apologies regarding the bedding allocation not matching your request, as well as the delay in housekeeping service, which impacted your ability to relax during the day. We also regret the inconvenience caused by the delay in room service and your ice request, as well as the concerns raised around breakfast service, including food temperature and the dining environment.With regard to the fire alarm activation, we are sorry for the disturbance caused at 3am. This was a false alarm, and no evacuation procedure was initiated; however, we understand this would still have been unsettling. We also acknowledge your concern regarding the lack of visible staff direction during the investigation and will be reviewing our response procedures and communication to ensure clarity and reassurance for guests in future incidents.Your feedback regarding staff consistency and training has been noted and will be addressed with our leadership team as part of ongoing improvements to guest service standards.Thank you again for taking the time to provide such detailed feedback. We truly value your comments as they help us continue to improve the guest experience.Kind regards,The Crystalbrook Riley Team

  Read more

• User:gclarke05

  Trip type: Couples

  Crystalbrook Riley Hotel Cairns

  14 Apr 2026

  Initially we stayed in the Tower, there was little hanging space and our clothes were suffering from damp due to the aircon. We subsequently moved to a sea facing king room, it was excellent. Tom Nozawa, Guest Services / Front Office at Crystalbrook Riley, responded to this review Thank you for taking the time to share your feedback.We’re sorry to hear that your initial experience in the Tower room wasn’t ideal, particularly regarding the limited hanging space and the impact of the air conditioning on your clothing. That’s certainly not the comfort we aim to provide.We’re really pleased to hear that your move to a sea-facing king room was much more enjoyable and that it met your expectations. It’s great to know the change helped make the rest of your stay excellent.We appreciate your comments and hope to have the opportunity to welcome you back for an even smoother experience next time.Team Riley

  Read more

• User:MrsBB2000

  Trip type: Solo travel

  Lovely stay

  02 Apr 2026

  Great location, right by the waters edge, the rooms are lovely, super clean, nice big bathrooms, excellent from my excellent balcony, bikes available, a gym, a spa, excellent pool. One beach had sandy shore which was lovely. Food was excellent with 3 restaurants within the hotel. Breakfast was amazing with lots of different options. Gluten free break and cereal was available. Tom Nozawa, Guest Services / Front Office at Crystalbrook Riley, responded to this review Thank you so much for your wonderful review! We’re delighted to hear you had such a lovely stay and enjoyed our waterfront location, the clean and comfortable rooms, and those balcony views 🌊It’s great to know you were able to make the most of the facilities including the bikes, gym, spa and of course our pool. We’re also very happy you enjoyed the dining options and that our breakfast variety, including the gluten-free choices, helped start your mornings right 😊We truly appreciate you taking the time to share your experience and we hope to welcome you back again for another relaxing stay very soon.

  Read more

• User:Chris S

  Trip type: Couples

  SUPERB

  28 Mar 2026

  This was our fourth place to stop in what is turning into a six week tour of the Far East and Down Under. We will have laid our heads on fourteen separate sets of pillows and with one hotel to go the Crystalbrook has so far been the best by some way. To put it succinctly THIS PLACE IS SUPERB - IT CANNOT BE FAULTED. We arrived on the early flight from Tokyo - 04:30 in the morning - out first taste of Australia to be met by two extremely friendly and accomodating reception staff who proudly announced that our room was ready. Straight to bed for us and it felt like we were gifted an extra night. As for the room - coastal facing view over the Esplanade - large balcony, very spacious room and a huge and very comfortable bed. As for the bathroom a shower you could get lost in and a roll top bath (big enough for two). We didn't use the facilities much as we had activities planned in Cairnes for our stay but the pool was great - wouldn't bother with the the bar on the top of the tower - bit dark for our liking. That need not detract though from what is a marvellous hotel. Highly highly recommended. Tom Nozawa, Guest Services / Front Office at Crystalbrook Riley, responded to this review Thank you so much for taking the time to share such a wonderful review! We’re thrilled to hear that out of fourteen stops on your incredible six-week journey, Crystalbrook Riley stood out as the best. Your kind words about our team, your room, and the view truly made our day and we’ll be sure to pass them on to our reception and housekeeping teams.We’re glad you enjoyed the spacious room, comfortable bed, and relaxing bathroom, and we hope the extra “gifted” night helped you settle in after your early arrival. While the bar may not have been to your taste, it’s fantastic to hear that the rest of your stay was superb.We hope your remaining adventures in Australia are just as memorable, and we’d love to welcome you back anytime.Warm regards,Team Riley

  Read more