InterContinental Hayman Great Barrier Reef by IHG

The Best of Two Worlds heli tour was the highlight of our trip, and there was plenty to do both on the island and from it. We also tried both private dining options with the wine pairings. The selection was great and worth trying, even though it seemed pricey. We stayed in a clean, spacious pool-access room beside a huge, lovely pool. The beach was very clean and good for swimming, and the hotel staff were generally young and nice.

The island is breathtaking, and the trip to Whitehaven Beach is a must. Amber and Shiv were fantastic guides and made it special. Our room was beautifully appointed and very comfortable once we finally got into it, and the resort setting is stunning. Service at the pools was the biggest letdown. Twice at the pool bar we had to ask for menus, then ask again to order drinks and food, while other guests were served straight away. Another time we waited about 20 minutes by the infinity pool, then went up ourselves to get a menu and place a drink order. A staff member said poolside drinks stopped at 5pm, but families who were in the pool were still being served. When we asked about it, the waitress apparently had been “looking after that family all week.” That response left a BIG FAT QUESTION MARK. Whatever the reason, everyone is paying the same premium prices and should receive the same care. As two young women, we felt overlooked and uncomfortable. There were some very good moments. The boat transfer service was excellent, and on the way over a friendly, professional gentleman from Finland, who had been at the hotel for around a month, handled our initial check-in. We didn’t catch his name, but he made a great first impression. Our first night at Bam Bam was also lovely, thanks to a staff member from Northampton whose excellent service set a positive tone. After we arrived at the hotel, we were told we’d be called or emailed when the room was ready. Nobody contacted us. At 15:30 we went back to reception and were told it had been ready. Unlike other guests, nobody showed us to our room or offered help. At checkout, no one asked how our stay had gone, which felt like another missed chance to show genuine care. The Italian restaurant was disappointing too. The food was bland and tasteless for the premium prices. We enjoyed parts of our stay, but the inconsistent attention to guests took away from an otherwise beautiful hotel and special location. We noticed many similar reviews about poor, inconsistent service going back months, with no sign that the feedback had been addressed. The service didn’t feel like what you expect at a 5* hotel, and we’re unsure if we’d return.

For 8,000AUD plus food for three nights, this should have been much better. The restaurants were okay but nothing special, and having to book through OpenTable was odd. Most pool sunbeds had no mattresses, and the ones that did were in poor condition. Our beachfront villa was missing the beach furniture and fixed sunshade that every other villa had. I asked reception three times and sent a message through the app. They seemed vaguely surprised, even though the fixtures were concreted in and must have been missing for months. After 36 hours, all I got was, “use next doors one”. The airport boat service was exemplary, but the attitude seemed to fade once we reached the resort. The staff weren’t bad, just poorly managed, with no leadership and people seeming unsure what to do. I know I’ll get the standard “this is not what we strive for” reply, if any. The problem was that there didn’t seem to be much striving going on.

I’m on night 4 of 5 of our Hayman Island honeymoon, and we’re so glad we booked despite feeling a little unsure after reading some reviews. The room has been a treat. Our pool access suite is stunning, and we love being able to step straight into the pool. The design, automatic curtains, lighting and fans are all great, as are the bath and massive shower head. There isn’t one thing we didn’t like. Everything has been really clean too, from the room to the outdoor areas, which staff visibly maintain. We’d read comments that the pool wasn’t clean, but that hasn’t been our experience. Meals have been great. I looked forward to breakfast every day. The continental spread is spectacular, with cold and room-temperature items in one room and hot food in another. Staff take you to a table and get your coffee order right away. I enjoyed dinner as well and haven’t had a bad meal. The staff have been kind and happy to help. Service can sometimes be slow, but we’re on island time, and they make the wait worth it. We’ve also had lots of fun using the paddleboards and kayaks whenever we like. We were helped at Hamilton island airport by a lovely staff member when we couldn’t find one of our bags. Then we took the boat to Hayman island, with complimentary bubbles, water, juice and beer. On arrival, the welcome at reception was professional and efficient, and our bags were taken to the room. Walking in to that picturesque view got us excited to explore the island and resort. It’s been spectacular and such a treat. I wouldn’t put anyone off staying here!