FAQs

Some of the most common questions asked about our boutique accommodation in Cairns.

Room Amenities

What amenities do I need to bring?

For all types of our accommodation in Cairns, linen is provided along with a starter pack of consumables such as soap, shampoo, tissues, toilet paper, tea, coffee, sugar, and milk.

This is a complimentary starter pack for all bookings. For any further amenities, you would need to either purchase them yourselves, or book a stay that includes a mid-stay clean / full clean.

Many long stays via the booking button do not include any cleaning services or amenities top-ups – it would be best to contact us if you would like detailed information about your particular booking.

What do I do if I need a baby cot, highchair, showerchair or access step for the bath?
We can provide all of these items for hire. If you have any other accessibility requirements, please do not hesitate to get in touch to find out if we can help provide them for you.

Do I need to bring a towel?
You can hire beach towels for pool use and reef trips at our reception for $2 per towel.

Are these daily serviced apartments?
Our boutique accommodation in Cairns are all self-contained but are not daily serviced apartments.

You will receive a complimentary starter pack with your linens and basic consumables (soap, shampoo, tissues, toilet paper, tea, coffee, sugar, and milk).

Most apartments have access to their own laundry, and all apartments will also have access to a coin laundry that is open until 8pm.

You may purchase any extras and laundry detergent you require at reception.

Is this accommodation self-contained?

All our boutique apartments have their own kitchens except for the Studio Apartments which still have a kitchenette including hot plates. All accommodation types come with an ensuite that includes a shower, and our Deluxe 1 Bedroom Apartment and Deluxe 2 Bedroom Apartments also come with a bathtub.

What cooking facilities do these apartments come with?

All apartments come with a kettle, microwave, rice cooker, toaster, and hot plates.

Our Studio Apartment comes with a bar sized refrigerator.

All our 1 Bedroom and 2 Bedroom Apartments (both Deluxe and Superior) come with an electric wok and full-size refrigerators, while only our Deluxe apartments come with an oven as well.

There are also 2 communal outdoor barbeques available under wooden pagodas.

Are there laundry facilities?
The shared laundry facilities are open from 7am to 8pm. Wash and drying machines cost 4 x $1 coins per load. Laundry powder can be purchased at reception for $1.50 per sachet.

Each room except for Studio rooms also have their own laundry facilities.

What facilities are there in the room?

We have 4 different types of boutique accommodation here in Cairns which are all self-contained with their own kitchen or kitchenette, and their own ensuite bathrooms. For details on the facilities within each room type, please see the room comparison table.

 

Can I make calls from my room and how much does it cost?
Yes, all our accommodation come with phones from which you can call outside. Local calls cost 80c for 10 minutes, and 80c per pulse for calls outside of Cairns. There are no charges for room-to-room or reception calls from your room. Some countries have been barred for calls due to high call costs. If you are unable to dial out overseas, please contact reception.

We also provide a free voicemail service and computerized call logging.

What do I do if something in my room is broken?
If something in the room is broken, you can contact reception (or the night manager if out-of-hours) immediately.

Are there any smoking rooms?
All our rooms are non-smoking. However, smoking is permitted on the balcony of your room provided all windows and doors remain closed.

Please note that if the room smells of cigarette smoke on departure, this will incur extra cleaning costs to fumigate the room.

Is there free Wi-Fi available?
Yes. We provide free wi-fi for all our guests

Reception and Arrivals / Departures

When is the Southern Cross Atrium Apartments reception open?
Our reception opening hours are from 8am-4pm on weekdays, and 8am-12pm on weekends.

What if there is an emergency during reception’s out-of-hours?
We always have an on-site manager available to respond to any emergencies. You will be able to dial 1002 from your room phone to contact the night manager directly.

What time is check-in and check-out?
Check-in time is 2pm and check out time is 10am. Please contact us if you have any concerns about arriving or leaving out-of-hours so we can be sure to expect you.

What do I do if I am arriving after the reception has closed at 7.00pm?
We are able to cater for after-hours arrivals as we have a 24/7 night manager. When arriving, simply drive right up to the security gates, which will automatically open. At the entrance to the reception there is a phone on the wall through which you can call the night manager. They will then come over with your keys and instructions for you to access your apartment.

Do you offer luggage storage if I arrive early or leave after the normal check out time?
We are happy to provide luggage storage for a short period, just enquire about this at reception. We do not have long term storage facilities. Please note that reception closes at 7pm so you would need to collect your luggage by this time if you have a late flight.

Does Southern Cross Atrium Apartments offer guest transfers from the airport?

The Apartments are just a 15-minute taxi ride from the airport. While we do not run our own shuttle service, we are happy to help you book through our trusted shuttle provider. Alternatively, you would be able to book your own taxi or use a service like Uber. Contact us if you need any assistance with your transfer.

 

General Facilities
Is there a restaurant?
We do not have a full restaurant, but we do have a breakfast café, which is open from 7.00am until 10.00am. Please note the café is currently closed due to Covid-19 restrictions.

Do the Apartments have lifts?

There is step-only access to the first, second and third floors. If you require step-free access, you may contact us to request ground floor accommodation.

Please note that there are only Studios, One Bedroom Deluxe Apartments or Two Bedroom Deluxe Apartments on the ground floor, and there is limited availability, so we cannot guarantee a ground floor apartment.

 

Are you pet/dog friendly?
Unfortunately, we do not allow pets at the Southern Cross Atrium Apartments, except for guide dogs (but not emotional support animals).

Is this accommodation in Cairns for families?
Yes, the Southern Cross Atrium Apartments are very kid-friendly and are an excellent place for a family holiday.

Is there off-street parking? Is it secure?

Yes, we do provide free off-street car parking that has both covered and uncovered areas. These are 2 large car parks, which have gates open during the day. These are closed at 10pm by the on-site manager. After 10pm, the gates work on automatic sensors.

You are welcome to leave your car or caravan here (our uncovered car park has no height restrictions) while you have your holiday in Cairns.

What are the pool and gym opening times?

Our three swimming pools are open from 7am to 10pm. The sauna and the gym are open from 7am to 8pm, and always require your key to access them. Please note the gym and sauna are currently closed due to Covid-19 restrictions.

Local Area

Is this accommodation near to the Great Barrier Reef terminal?

Our accommodation is very near the Great Barrier Reef terminal – just a 2-minute taxi ride or a comfortable 15-minute walk.

While the Great Barrier Reef is, of course, one of the main attractions of Cairns, there are so many more things to do in Cairns and we encourage you to see our Tour Desk page and enquire at reception about our free booking service for tours and Cairns day trips.

Is this accommodation near a supermarket?
Our accommodation is in the city centre of Cairns, literally right next to the Cairns Central Shopping Centre. There is a Coles Supermarket, ope 6am-10pm Mon-Sat, and 7pm-9pm Sunday, with reduced hours on Public Holidays.

Do you have a list of things to do in Cairns?
We provide a free tour desk service – you can simply enquire at reception and we will happily help you choose and book some exciting activities for your holiday in Cairns. If you would like to see some of the things we can help book for you, visit our Tour Desk page.

Billing Enquiries

Do you have a list of things to do in Cairns?
We take a security deposit for all our accommodation. This deposit will cover any loss of keys or any damage to the room.

You can either pay your deposit in cash, and we will give you this cash back at the end if we do not require it, or we can do a credit card freeze.

My security deposit hasn’t been returned to my credit card.

Please note that for international credit cards, the money will take a few days to be released. Australian credit cards will take 3-5 business days, while International cards can take up to 1 month. If you have waited 31 working days and you still do not see your deposit returned, please contact us so we can investigate.

 

Are there any accommodation deals or packages?

Yes, we have some special rates for longer stays, and we provide special packages for recurring bookings (such as for corporate requirements). Please visit our Deals page to find out more.

 

What is your cancellation policy?
We try to be as accommodating as we can when it comes to cancellations, so we often take it on a case-by-case basis, looking into the circumstances around your cancellation. However, we will generally need to apply a $25 administration fee to cover the labour costs involved in any cancellation.