Frequently Asked Questions
Everything you need to know about staying at Shantara Resort Port Douglas, from bookings and room inclusions to facilities, tours and the day spa.
27 QUESTIONS
Bookings & Cancellations
How do I change a booking made through an agent?
As your reservation was made through one of our partners, any changes will have to be made with them and they will be able to assist.
How do I request a cancellation under the direct booking policy?
Please email your request to [email protected]. Cancellations will not be deemed to be received until you have written confirmation from Shantara Resort Port Douglas. If you have not received acknowledgement within two days, please contact us at the resort on (07) 4084 1400.
What is your direct booking cancellation policy?
You can check our detailed cancellation policy from this link: Terms and Conditions
What’s the cancellation process for non-direct bookings?
As you’ve booked your stay through a third party you will need to contact the booking agent to make a cancellation. Please note that their cancellation policy will differ to ours.
Is it cheaper to book direct and what are the benefits?
When you book directly with us we always do our best to offer a competitive rate. Also, your booking is confirmed immediately, you can contact us directly to make any changes and you are supporting the local economy.
I booked but found a cheaper rate. Can I claim a refund under your guarantee?
If you find a cheaper rate within 24 hours of booking, please email us a screenshot of the cheaper price with the lower rate for the same room booked, for the same dates and the same number of guests. If it’s the same as what you have booked, we will match it.
What is your no-show policy?
No shows will forfeit 100% of the deposit / room cost.
Can a guest under 18 stay without a guardian?
You will have to be over 18 years old to book a room and stay at the hotel.
Can I add special requests to my booking?
As you book direct online, you can put your special request under the comments section just below your contact details and reservations team will get in touch with you.
Will I receive a confirmation email after booking?
Yes, you will receive a confirmation email within a few minutes, though check your spam and junk folders. If you have not received anything in an hour please let us know and we will resend it for you.
Can I pay cash on arrival or must I prepay?
One night’s accommodation will be processed at the time of booking to secure your reservation. The balance of your booking is payable 30 days prior to arrival. We will send you a reminder email that the balance is due.
Do you take a pre-authorisation deposit on my card?
A valid credit card is required to secure your booking and one night’s accommodation will be taken at the time of booking if more than 30 days to your arrival, otherwise the full amount will be charged.
How do I book if I don’t have a credit card?
Direct transfer to our bank account can be arranged.
What are check-in and check-out times?
Our check-in time is from 3pm and check out is 11am.
How do I check in after hours?
If you intend to arrive outside our reception hours please let us know, we will then be able to advise the procedure of access and assistance for after hours.
What is the after-hours check-in procedure?
When arriving outside our reception hours you can check in using our Late Arrival Procedure.
Do you offer early check-in and what does it cost?
An early check-in can be arranged if the apartment is available. Please submit your request in the comments box online when making your booking. This is subject to availability.
Do you offer late check-out and what does it cost?
Late check out can be arranged, subject to availability. Please submit your request in the comments box online when making your booking.
Can you arrange champagne in my room?
As you book direct online, you can put your special request in the comments section just below your contact details and reservations team will get in touch you. There is a bubbles and chocolates option you can select upon booking online.
Can you store luggage after check-out and is there a fee?
We can store your luggage for you. There is no fee.
May I stay on site after check-out?
Sure you can continue to use the hotel facilities after checkout while waiting for your transfer.
Do you offer live entertainment and do I need to book?
We are only a short walk to the main street – where there are options for live entertainment.
How much does breakfast cost?
We have breakfast hamper packages available which can be added to your stay. Please check our breakfast hampers page to view pricing or to book.
Where can I book accommodation online?
We invite you to Book Now directly with us.
What is your child policy and minimum age?
Children 16 years and over are welcome at the resort.
Is daily housekeeping service included?
A free mid-week service is provided for bookings of 7 nights or more. Daily service can be requested at time of check-in for an extra charge of $40 per day.
Where is the explore Port Douglas booking link?
You can book it here. Promo code is EPDP.
22 QUESTIONS
Rooms & Accommodation
Can I see room photos?
Please go to this link to see the photos of our rooms.
Do you have room service dining?
No, we don’t offer room service.
What are the standard inclusions in every room?
All our rooms include a dining setting, balcony, fridge, microwave, toaster, ceiling fan, TV, tea/instant coffee, kettle, laundry facilities, shower, hairdryer, iron/ironing board, linens/towels, and WiFi.
Which rooms are on the first and second floors?
One Bedroom Pool View and Studio Pool View are on the 1st and 2nd Floor. If you have a specific request please let us know in the comments section when booking.
What’s in a studio pool view or studio pool deck room and how many guests can stay?
Our studio rooms sleep up to 2 guests with a king bed, kitchenette (with cutlery and crockery), bar-sized fridge, microwave, spacious bathroom with a full shower, and balcony. The studio pool deck room has direct access into the pool from your deck.
What’s in a one-bedroom pool deck apartment and how many guests can stay?
The one bedroom shared pool deck apartment sleeps up to 2 guests with either 1 king bed, separated from the living area by sliding Japanese screens. It has the additional feature of a timber pool deck that extends from the balcony to provide easy access to the pool without leaving your apartment. It has open-plan living, dining and kitchen area which includes a hot-plate, full fridge and dishwasher. The bathroom has a spa bath tub and a separate shower recess.
What does shared pool deck mean for a one bedroom?
A shared pool deck means that the apartment next to yours also has access to the same pool deck to access the pool.
Do rooms have in-room safes?
Yes, there is an in-room safe in every room.
Do rooms have smart TVs?
Smart TVs are available in all One Bedroom Apartments and Studios.
Do you provide pool towels?
You can use the provided towels in your room as swimming towels. Bathrobes are also provided.
Do you have laundry facilities and what do they cost?
Every room has laundry facilities (free washing machine and dryer).
Do you supply laundry detergent?
Laundry powder can be purchased from reception at $2 per sachet; each sachet does 2 loads of washing.
Is there a hairdryer in the room?
There is a hairdryer in every room.
Is an iron and board provided?
There is an ironing board and iron in every room.
Is there a fridge and what size?
Studio rooms have a mini fridge while the other rooms have a full fridge.
Can I cook in the apartment?
Our 1 and 2 bedroom apartments are well equipped to cook your own meals; the studio rooms only have basic cooking facilities.
Is there a microwave in the room?
There is a microwave in every room.
Can I smoke or vape in the room?
The resort is a non-smoking property. This includes e-cigarettes.
What’s the difference between a kitchenette and a full kitchen?
The kitchenette in our Studio rooms includes tea/coffee facilities, bar fridge and microwave oven (no hotplate) while apartments have a kitchen that includes hot-plate, microwave oven, full fridge and dishwasher.
Shared pool deck 1-bedroom apartment: is there a privacy wall/screen separating the 2 terrace areas?
There is a privacy screen separating the 2 deck areas.
Can we have cocktails or other drinks delivered to our room?
We do not have any room service though we welcome you to bring your own.
Do all studio pool deck rooms include an extra lounger?
Studio Pool Decks have one lounger on the shared deck.
10 QUESTIONS
Facilities & Services
What are your normal reception hours?
Reception hours are 8am-6pm on Monday to Friday, 9am-5pm on Saturday, and 9am-4pm on Sunday and public holidays.
What are the gym hours?
The gym is open from 6am – 9pm.
Is the pool heated and to what temperature?
We have two lagoon-style swimming pools which are heated over the winter months (May, June, July) to between 27-30°C. The temperature of the pool outside of these months is dependent on the weather.
Do you have parking and what does it cost?
Yes, we have free secured parking on-site.
How far is the airport?
We are a 1-hour drive from the Cairns airport. We can arrange airport transfers for you.
Do you provide free WiFi and how much is it?
We have free wireless internet connection at the resort.
How do I connect to the WiFi?
Connect via Shantara Wifi > OzSpots.
Can I request extra towels?
See reception for extra towels; extra charges may apply.
Do all rooms have a view?
All of our rooms have a pool view.
Where is the parking located?
Our parking is underground.
3 QUESTIONS
Tours & Attractions
What makes your resort different and why should I book with you?
Shantara Resort combines beautifully appointed apartment accommodation and luxury 4.5 star facilities with easy access to the magical Great Barrier Reef and Daintree Rainforest. The perfect holiday base.
What tours and attractions are available?
We have many different experiences – from the Great Barrier Reef, a rainforest experience at the Daintree, or even an adventure in a helicopter. Check Tours and Attractions for ideas or check out our 7 day 6 night package of activities.
What is the explore Port Douglas package?
Explore Port Douglas Package’s itinerary includes return coach transfers from Cairns Airport, 6 nights accommodation in a room of your choice, a full day Daintree Rainforest Tour, a Sunset Sail and a full day Outer Great Barrier Reef Tour. Prices are for 2 people. You can check the detailed daily itinerary here.
2 QUESTIONS
Spa
Do you have a day spa?
Yes, Shantara Day Spa is located within the resort. However, it is run independently to Shantara Resort Port Douglas. For more information, please visit the Shantara Day Spa website at shantaradayspa.com.
What’s in a one-bedroom pool deck apartment (spa bath)?
The one bedroom shared pool deck apartment sleeps up to 2 guests with either 1 king bed, separated from the living area by sliding Japanese screens. It features a timber pool deck for easy pool access, open-plan living, dining and kitchen with hot-plate, full fridge and dishwasher. The bathroom has a spa bath tub and a separate shower recess.
30 QUESTIONS
General
When was the resort founded?
Shantara Resort Port Douglas commenced operation in 2007.
What is the hotel star rating?
Shantara Resort has a 4.5 star rating.
What is the business address?
We are located at 27-31 Davidson St, Port Douglas QLD 4877.
What is the best contact information?
You can contact us via phone at 07 4084 1400 or send us an email at [email protected].
Is there a credit card surcharge?
We don’t charge a credit card surcharge.
Is there a minimum night stay?
A minimum stay of 3 consecutive nights applies.
Are rooms accessible by lift as well as stairs?
All our rooms are accessible by a lift.
Do rooms have Foxtel on TV?
Yes, we have Foxtel TV channels.
Is air conditioning and heating included?
All our rooms have air-conditioning and heating.
Do rooms have balconies?
All our rooms include a balcony.
Do you provide extra beds and what do they cost?
Sorry, no we do not provide rollaway or extra beds.
Is linen provided?
We provide all the linen for the rooms.
Do I need to bring towels?
We provide towels for the rooms.
Do rooms have minibars?
Sorry, mini bars are not provided.
Where is the designated smoking or vaping area?
Guests wishing to smoke must leave the property grounds. This also includes the use of e-cigarettes.
Are pets allowed?
Sorry, we do not allow pets in the hotel, except service animals.
Do you have connecting rooms?
Sorry, no we don’t have connecting rooms.
How far is the beach?
We are only a 5-minute walk to the beautiful Four Mile Beach.
How far is the city centre?
We are a 5-minute walk from the city centre.
Do you have a resort map?
Please click here for the Shantara Resort map.
Can you add wine and chocolates to my booking?
You can add Australian sparkling wine with a delicious assortment of specialty chocolates for $35 when booking online.
What current promos or packages are available?
Please click here to view all our current promotions.
What does VIP rates mean?
VIP rates gives a 5% discount off the rates.
Do you offer corporate rates?
We do not have corporate rates.
Do you have industry rates?
We have industry rates – please send an email to [email protected].
Can you help with wedding packages?
We have a few suggestions for you here.
Do you have an Instagram link?
You can follow us on Instagram.
What is your Facebook link?
Here is our Facebook link.
Do you have bikes for guests to hire?
We do not have bikes for hire.
What info is needed for a price match request?
Our best rates will always be on our website as our resort is in high demand and we book out quickly. For all our direct bookings online, you will see we apply the “VIP Rates” in the promo code field automatically, which is a 5% discount to all direct bookings. Sorry we don’t price match.
Still have a question?
Our reservations team is happy to help with anything not covered here.