InterContinental Hayman Great Barrier Reef by IHG — Hotel in Hayman Island

This has been a delayed review but trying to sought out an issue.

Firstly want to say we have been to the resort now 7 times since 2023 and we really enjoy the resort.

I agree with all the reviews about the service because I have written a review on one of the worse trips we have ever had but wanted to give the resort an opportunity to rectify as the location is beautiful. We are a IHG member and expect a little more from the brand.

On arrival at Hamilton Island it was the normal good service. We notice the change from when we first went to now. The service on our first trip was sensational but on this trip the staff went missing and the drinks service has dropped off to 1 drink during the trip as there are not enough staff to serve all the guest as well as check guest in for the resort.

On arrival and beautiful as ever seeing the island you automatically go into relax mode. The usual friendly the tour around the resort and to see what is new is great and done by staff who you see day to day. However, a little communication issue as we do all our trips with Qantas and we should have had 2 cocktail drink vouchers which we did not and said they will be delivered or taken off before we check out.

Our stay was excellent and as you can see we enjoy going to the helicopter area and watch the sunset.

We really enjoy the staff at the water sports and they were the stand out for us in service, friendliness and providing support to showing how all the equipment works. Thanks guys appreciate it.

Restaurants hit an miss. They are expensive but it is an island resort in the tropics. The service is what lets it down. First issue we were a little tired on night one tried to get a pizza from Amici and told we could not and go to Bar 50 which the staff there were so friendly to the extent we had dinner there the next night with a few cocktails. The female staff member was so good but did advise us that pizzas could be order from the restaurant as they had more to offer and we tested that the another night and you could. So what went wrong. Bam Bam is by far the best restaurant on the island and love the fragrance of the food with the presentation. That is our highlight for dinners on the island. Breakfast goes without saying very fresh and plentiful. The omelette station etc is great and we enjoy making our own juice.

Room was a 1 bedroom suite over the pool on the 2nd level and for the first time we stayed on this side of the resort and we worried due to the pool and noise and can I say we should not have been at all. It was very nice. Large, spacious and amenities are excellent.

Well I hate harp but we have been trying rectify but the negative. Checking out we had mini bar stuff added to our account with drinks added to our account on the day of check in and we had even checked in when they checked the docket. The cocktails had not been taken off the account and we had to point out to the staff that we had not and even had the staff members name who they rang to confirm. Please do something.

The kicker, we went to the boat and we were were told all 3 of our bags had been loaded as per the normal process!!!. Well on arrival at Hayman Island only 2 bags and they said it had been loaded and the by this time we are getting stressed and worried about our flight etc. The staff member at Hamilton Island did her best to remain calm an said not sure what happened and they checked the boat 3 times and eventually they went and checked our room and guess what a bag was still there. Luckily a helicopter was on it's way to collect passengers arriving from the flights so our bag was brought over via this way but Qantas was about to close the flight so this was going to be an issue but after the bag was rushed it made it on the flight but the stress.

But we had an email from Samantha Moutford and the transport team offering an apology but also no reason why but also offered something for the inconvenience. We still have not heard back or anything. I agree with some of the reviews if the management want improve the service it needs to start with them.

In saying we enjoy the place and we have booked our annual trip for October 2025 again but hope to travel there again sooner. Hopefully the service keeps improving as it has over the years and this I put down to some of the staff from pacific islands around Australia. They are so friendly and always smiling.

Sorry for the long and late review but have been waiting. I have given the resort a rally scathing report but I also believe giving the good out as well.

If you...

We spent 4 nights at the $2600 per night beach pool villas. We didn’t go there to save money but we expect value for money. The room was fantastic and well appointed. It included a concierge service to cater for your every need. Mind you at $2600 per night you might expect the minibar to be included….umm no.

Don’t try using the concierge app unless you wish to experience nostalgia as if you’re on a dial up modem. You can text concierge staff but if they’re busy then don’t expect a quick response even to order room service. You can call in room dining but usually it’s engaged or it rings out.

Many of the hospitality staff are young, super friendly, yet it would seem completely untrained, and at times simply clueless.

Activity prices are an absolute eye gouging rip off . We were told we would have to pay $1500 for an 8 minute boat ride, drop off and pick up to and from Blue Pearl Bay. Astonishing! That’s $1500 for an 8 minute water taxi ride. We told them our thoughts and cancelled the whole experience. No regret or response whatsoever on their behalf.

Ocean Dynamics are also pricey. They are at least very well run with awesome staff. Not surprisingly it’s not run by IHG. It’s privately owned by Carolyn and they do a fine job.

The restaurants have decent food but the service is just appalling. It’s certainly not 5 star. We had a $180 lobster served at Bam Bam on a regular sized plate with the meal hanging over the sides and dripping everywhere. No accompanying utensils. We had to shove our entrees down our mouthes while the well meaning but clueless (untrained) waitress stood there holding the lobster. Then we helped her clear the table for the main dish. After that our dishes were eventually cleared and we were left sitting at a filthy table until we could find service to order a dessert. When we ordered I suggested they might clean the table before the dessert arrived.

We complained to the manager about the whole night and he discounted the meal by 20%. Frankly why should we pay so much for a 2/3 eaten lobster with no utensils and such appalling service. The whole experience was a joke and typical of the level of service throughout the resort.

Don’t try ordering a coffee for breakfast and expecting to have it with your meal, it won’t happen. At Pacific we ordered a margarita twice during dinner and had to ask why it was taking so long. The waitress was so embarrassed and even told us she was so sorry, but the bar lady thought it was more important to restock her fridge than make the drinks. We ended up taking the second drink back to the villa.

You effectively get told what time to eat and are encouraged to book early. Our meals were booked for us at 545pm each night as if we were young children. Besides, we are on holiday. We don’t want to have to plan everything ahead with military precision.

Eventually we told concierge that we would eat when we wanted to eat, not when it suited them. Mind you don’t try and start your meal at 8pm or later. The place clears out and they can’t wait to get rid of you so they can go home.

On our final night we simply walked in without a booking to the Pacific and it was no problem. We weren’t going to risk Bam Bam again, and Amici is simply underwhelming unless you want pizza.

Talking to some regular guests who we met (been coming to Hayman for 10 years) they said it was the worst they had seen it and had words with the GM on this stay.

Basically you feel that you are a prisoner to the location. We have your money now so just be grateful for where you are, and we will drain you of what we can through price gouging wherever possible. It’s literally greed on speed.

There is even a $10 ‘tray’ charge for room service plus an encouragement to tip. We would have tipped if the service demanded it and the pricing wasn’t so ridiculous.

It may be worth noting that I own two restaurants in Sydney. I only say so in the context that I rarely write a negative review at all, and that I may be considered somewhat qualified as to my comments about...

We spent 4 nights at the $2600 per night beach pool villas. We didn’t go there to save money but we expect value for money. The room was fantastic and well appointed. It included a concierge service to cater for your every need. Mind you at $2600 per night you might expect the minibar to be included….umm no.

Don’t try using the concierge app unless you wish to experience nostalgia as if you’re on a dial up modem. You can text concierge staff but if they’re busy then don’t expect a quick response even to order room service. You can call in room dining but usually it’s engaged or it rings out.

Many of the hospitality staff are young, super friendly, yet it would seem completely untrained, and at times simply clueless.

Activity prices are an absolute eye gouging rip off . We were told we would have to pay $1500 for an 8 minute boat ride, drop off and pick up to and from Blue Pearl Bay. Astonishing! That’s $1500 for an 8 minute water taxi ride. We told them our thoughts and cancelled the whole experience. No regret or response whatsoever on their behalf.

Ocean Dynamics are also pricey. They are at least very well run with awesome staff. Not surprisingly it’s not run by IHG. It’s privately owned by Carolyn and they do a fine job.

The restaurants have decent food but the service is just appalling. It’s certainly not 5 star. We had a $180 lobster served at Bam Bam on a regular sized plate with the meal hanging over the sides and dripping everywhere. No accompanying utensils. We had to shove our entrees down our mouthes while the well meaning but clueless (untrained) waitress stood there holding the lobster. Then we helped her clear the table for the main dish. After that our dishes were eventually cleared and we were left sitting at a filthy table until we could find service to order a dessert. When we ordered I suggested they might clean the table before the dessert arrived.

We complained to the manager about the whole night and he discounted the meal by 20%. Frankly why should we pay so much for a 2/3 eaten lobster with no utensils and such appalling service. The whole experience was a joke and typical of the level of service throughout the resort.

Don’t try ordering a coffee for breakfast and expecting to have it with your meal, it won’t happen. At Pacific we ordered a margarita twice during dinner and had to ask why it was taking so long. The waitress was so embarrassed and even told us she was so sorry, but the bar lady thought it was more important to restock her fridge than make the drinks. We ended up taking the second drink back to the villa.

You effectively get told what time to eat and are encouraged to book early. Our meals were booked for us at 545pm each night as if we were young children. Besides, we are on holiday. We don’t want to have to plan everything ahead with military precision.

Eventually we told concierge that we would eat when we wanted to eat, not when it suited them. Mind you don’t try and start your meal at 8pm or later. The place clears out and they can’t wait to get rid of you so they can go home.

On our final night we simply walked in without a booking to the Pacific and it was no problem. We weren’t going to risk Bam Bam again, and Amici is simply underwhelming unless you want pizza.

Talking to some regular guests who we met (been coming to Hayman for 10 years) they said it was the worst they had seen it and had words with the GM on this stay.

Basically you feel that you are a prisoner to the location. We have your money now so just be grateful for where you are, and we will drain you of what we can through price gouging wherever possible. It’s literally greed on speed.

There is even a $10 ‘tray’ charge for room service plus an encouragement to tip. We would have tipped if the service demanded it and the pricing wasn’t so ridiculous.

It may be worth noting that I own two restaurants in Sydney. I only say so in the context that I rarely write a negative review at all, and that I may be considered somewhat qualified as to my comments about...