Cape Tribulation Beach House

Nice lodges, with good facilities. The best was one of best best we’ve ever slept in! The staff is really friendly and helpful. The good is rather good, especially considering being in the jungle.

We had a great stay here. Lovely location and close to the beach and ideal to head out to the reef for a day snorkelling.

Absolutely magic spot

The front desk is essentially your first impression of a hotel, and it sets the tone for your stay. Unfortunately, Jade’s welcome was lackluster, and the experience went downhill from there. We were given a Ribbon Cabin when my Agoda reservation clearly showed that I had booked a St. Crispin’s Cabin, which is closer to the beach and includes a king bed and freestanding room. Unfortunately, there was no Wi-Fi, so I could not immediately show Jade the booking on my phone. She said their system showed a Ribbon Cabin. Because I initially thought I had been charged the St. Crispin’s rate, I asked about being refunded the difference, and Jade went to get her manager, Jeanine. Rather than showing understanding, Jeanine essentially said that because I could not prove the Agoda booking, there was nothing they could do. I was half-heartedly offered an upgrade to St. Crispin’s if I paid the very steep price difference. When I asked what would happen if I could get a signal and prove my booking, I was given no clear answer and was not told to return to reception if I was able to do so. There was no apology, no attempt to resolve the issue, and no follow-up. Later, during a rainforest walk, I was able to get a signal and took screenshots clearly showing the St. Crispin’s Cabin on my Agoda reservation. I also filed a complaint with Agoda. The next day at checkout, I showed Jeanine the proof She explained that Agoda apparently should not have been offering that cabin and that this had been an issue that popped up three years ago. If this was a known problem, it is incredibly disappointing that it was not addressed. I made it clear that I understood I had ultimately paid the Ribbon rate. My issue was the lack of customer service and how the situation was handled. Instead of acknowledging this, Jeanine again blamed me for not returning to reception. I had returned from my walk around 6 pm and the reception area closed at 4 pm. I received no apology, no acknowledgment of the poor communication, and not even a basic gesture of goodwill. Even my suggestion of complimentary drinks was brushed aside. It is especially disappointing from someone in a senior management position. The booking discrepancy may have been Agoda’s fault, but the way a hotel handles a problem is entirely within its control. Cape Trib Beach House had an opportunity to turn an unfortunate situation into a positive customer-service experience, but instead left me feeling blamed and dismissed. Unfortunately, I would NOT recommend Cape Trib Beach House. The customer service was highly lacking, and it is a shame that such a highly recommended property put a damper on what should have been a spectacular holiday.