InterContinental Hayman Island Resort

We booked a six-night family stay at InterContinental Hayman Island from 6th–12th of October, expecting the five-star luxury experience advertised in the glossy brochures. After spending $10,000 on accommodation, we left feeling less like guests at a luxury resort and more like unpaid project managers overseeing a business that had misplaced its operating manual. If our holiday had been a drinking game where you took a shot every time something went wrong, we would have needed a medical evacuation before breakfast on day two. Let's start with the room. We arrived to find one rollaway bed instead of the two that we needed, and half the minibar missing. When we messaged to ask about it, we were told, essentially, “Sorry, we've run out.” At a luxury island resort, where people have booked and paid to stay. Apparently, the minibar stock was on its own island holiday. It then took five requests and four days for the minibar to be restocked. Four days! By that point, we were beginning to think the drinks were being shipped individually by carrier pigeon. Housekeeping also had a rather interesting interpretation of turndown service, regularly arriving at 4:55 pm to turn over the room, just as we were getting ready for the evening, leaving us with little more than fresh towels. Nothing says luxury quite like a room refresh timed to interrupt your plans and a towel delivery that feels like the grand finale. The food was an adventure, although not always in a good way. Breakfast featured powdered scrambled eggs, which was a particularly memorable way to start a supposedly luxurious day. The buffet experience left us wondering whether the hens had been informed of the resort's five-star status. Room service was another culinary lucky dip. We ordered pumpkin ravioli and sweet potato wedges, only to receive a dish that looked like slop and ordinary hot chips instead of the wedges, all of it delivered in cardboard boxes??? My son also ordered a chocolate milkshake, which failed to arrive until 30 minutes later, when it finally turned up as a vanilla milkshake with no straw. My husband ordered a chocolate brownie and ice cream and received chocolate mousse instead. At this point, ordering food felt less like placing an order and more like entering a lucky draw. You could specify exactly what you wanted, but what arrived was entirely up to fate. The Aqua Bar deserves a special mention. We arrived at 11 am, when we had been told the bar opened, only to be asked to come back in ten minutes because they hadn't got the ice ready. We then ordered sparkling water and were informed it was warm because it hadn't been put in the fridge. Ice: not ready. Water: not cold. Bar: technically open, spiritually still asleep. We also ordered fish tacos, which took over an hour to arrive because the staff forgot where we were sitting. By the time we followed up, the tacos had arrived cold. Only then did the team realise what had happened and cooked a fresh batch. Apparently, finding a table full of hungry guests was a logistical challenge requiring advanced tracking technology. The restaurants were equally exhausting. Trying to eat on the island required the sort of advance planning usually reserved for international summits. Reservations needed to be made days ahead, yet even that wasn't enough to guarantee a table. We booked Bam Bam on Monday for Thursday evening, only to discover our reservation had apparently vanished into the same black hole as the minibar stock. We went to Pacific instead and were told they were full, despite approximately three-quarters of the restaurant appearing empty. After explaining what had happened, we were eventually allowed in. The supervisor then explained that they sometimes say they're 'fully booked' because they don't want to overwhelm the chef. I beg your pardon? So, rather than manage restaurant capacity or provide an honest explanation, the strategy is to tell paying guests there is no room when there visibly is room? What a fascinating approach to customer service. Perhaps the next brochure should advertise selective dining availability, subject to the chef's emotional bandwidth. To be fair, our Scottish waiter at Pacific was lovely. Unfortunately, even this dining experience wasn't entirely smooth: we ordered two steaks, but only one was entered into the system. We had to wait for the second to arrive, although he kindly waived the cost of dessert as an apology. He was a bright spot in an otherwise frustrating experience. Activities were no less chaotic. The resort advertised yoga extensively in the in-room material and on the boat. Naturally, we asked reception how to book a class. We were then told there was no instructor on the island. So the resort advertises yoga, promotes yoga, gets guests interested in yoga… and then reveals that the yoga part is merely theoretical. Namaste, apparently, means please manage your own expectations. We also booked the boat transfer to Hamilton Island to play golf, only to discover the staff had forgotten to make the booking. Fortunately, we double-checked. At this resort, confirmation isn't confirmation. It's simply the opening round of a three-part verification process. And just when we thought the golf excursion had provided enough entertainment, the return journey delivered one final episode of Hayman Island: The Amazing Race. After catching the boat back from our golf day, we were told there wasn't a golf cart big enough to transport our family and that we'd need to wait. So, there we stood, waiting patiently, while a golf cart designated for staff arrived and picked up the crew instead. One of the crew members even reassured us, “Don't worry, you shouldn't have to wait much longer,” before driving off with the others. We were quite literally on the verge of giving up and walking when, thankfully, a golf cart finally arrived for us. Apparently, transporting paying guests after a pre-booked excursion is less of a scheduled service and more of a game of chance. After all, why end a relaxing day of golf without one final logistical challenge? At this point, we were beginning to wonder whether the resort had mistaken our family holiday for a team-building exercise designed to test our patience, problem-solving skills and ability to remain polite under increasingly absurd circumstances. Then there was the infrastructure. The advertised heated pool was not heated, had a floating light with a cable hanging out, and was missing tiles throughout. The balcony ceiling outside our room was caving in, and inside the guest lift were floor tiles that were severely cracked. Nothing quite complements a luxury island escape like wondering whether the pool is heated, whether the electrical fittings are secure, and whether the ceiling outside your room is planning a dramatic entrance. And just to round off the experience, I had a cold shower on the second evening while getting ready for dinner. Needless to say, this did wonders for my mood. Nothing says tropical luxury quite like paying a premium to experience an involuntary ice bath before your evening meal. The biggest disappointment, however, was the complete lack of confidence in the operation. Every day seemed to involve chasing something, correcting something, or double- and triple-checking something that should have been handled the first time properly. We spent our holiday following up on basic requests instead of relaxing. We weren't expecting perfection. We were expecting competent service, reasonable communication, functioning facilities and a team that took ownership of problems. Instead, even the simplest things seemed to require repeated intervention from us. Across six days, I never once saw the General Manager or Duty Manager walking around and engaging with guests. Given the number of issues we encountered, the absence of visible leadership was striking. The problems felt systemic rather than isolated, suggesting a significant lack of processes, procedures and accountability. As someone who worked for IHG for almost ten years, this experience was particularly disappointing. I know the standards the company is capable of delivering, and I know this is not the level of service I once felt proud to be associated with. That is precisely why I feel compelled to share this feedback. We chose Hayman Island because we believed what the brochure promised: a five-star luxury holiday where the details were taken care of and we could simply relax with our family. Instead, we paid $10,000 for six nights of chasing minibars, checking boat bookings, correcting food orders, negotiating restaurant access, waiting for tacos, navigating cold showers and wondering whether anything would happen without us following up. The only thing that consistently arrived on time was another reason to be disappointed. InterContinental Hayman Island has a beautiful setting, but a beautiful location alone does not make a five-star resort. Luxury is in the execution, the attention to detail, the quality of service and the confidence that when you ask for something, it will actually happen. Sadly, we experienced very little of that. We arrived expecting a luxury holiday and left feeling completely ripped off. The resort may have five-star prices and a five-star postcode, but based on our experience, the service and operational standards fell well short of what was advertised. Our recommendation? Bring your patience, lower your expectations, and confirm everything at least three times. You might be on holiday, but apparently, you'll also be running the resort.

I am, sorry, was a big fan here and have written previous reviews entirely positive of the resort - however - that was "then" and this is "now". Plenty of friends told me not to go this time and I ignored them thinking I knew better. I was wrong. It has gone way downhill and in my opinion, would struggle to hit 3 stars albeit now with a 7 star price tag. Yes it is OLD, yes it is TIRED, yes its fallen OFF the service cliff, but wow they still charge like its a great brand spanking new 7 star hotel in the worlds best location. It isnt. Everything has changed and for the worst. The food is now average and very limited - I presume as a cost cutting exercise, but totally unacceptable for a 5 star "resort" and I use that term lightly. Every door, flooring, window, towel, sheet, bed, chair is old, frayed, bleached, mouldy, scratched, beaten up and degraded. Again, I can only assume zero maintenance as a cost cutting exercise. I am not being unkind here, this is in no way a world class resort anymore. The pools are dirty and unmaintained. The pool bar is low quality, deep friend everything, mismatched old scratched glassware, bad service and very limited offering. Sorry, totally C grade. The gardens are straggly, dead or dying - an unmaintained. The pool seating is old stained dirty broken and unfit for a resort. I genuinely struggle to find one positive point, even the beds are sagging and uncomfortable with thick rubbery pillows. Awful. Breakfast is a bunfight - the food average. They only have one real restaurant and now with a degraded menu and limited availability due to staffing as plenty of empty tables when "fully booked". Uninspiring average menu. The entrance foyer remains appealing even though the staff are unsuitable for front-of-house tasks. Thats the most positive thing I can find. The Gym has no AC (the man there confessed it was broken whilst the staff tried to tell me its set higher on purpose..lol) So much potential, yet genuinely so average. Needs a total revamp and all new - everything! A telling sign, you have to specifically request turn down service, even then its hit and miss, and the phone line for immediate service rings out every time. Its a long walk to reception to tell someone who is genuinely not at all interested, that you need service. The person at the desk one night told me that the immediate service phone rings "over there" pointing behind her yet still not answering it. Says it all. Its over, its done. Needs to close for 6 months and have a total makeover, and by someone who geniunely knows what 5 star and quality actually means, perhaps IHG are not that operator ?!

An Unforgettable Family Escape! Our 3-night family getaway to Hayman was nothing short of spectacular. Traveling with my 10yr daughter and extended family, we were looking for the perfect balance of luxury, relaxation, and adventure, and this tropical paradise delivered on every front. Staying in a Beachfront Room was the absolute highlight of our accommodation experience. * Instant Beach Access: Waking up and walking straight out onto the beach. * Stunning Design: The room was modern, beautifully appointed, and offered the perfect layout. * The Iconic Pools: We spent hours splitting our time between the colossal Hayman Pool and the vibrant Bam Bam pool. * Wildlife Encounters: Spotting the resident cockatoos, wallabies, possums and feeding the fish was a magical touch that kept her completely captivated. * Pacific Breakfast: The daily breakfast buffet was an absolute feast with endless options. I loved the make your own juice station and the perfectly cooked steak that was provided every morning near the hot food. * Bam Bam: Easily our favorite spot for a relaxed, delicious lunch right by the poolside - special shout out to Romane. * Pacific dinner: This was our favourite for dinner, the food was amazing and special shout out to Luana. * highly recommend the beachfront room*

The InterContinental Hayman Island was truly a first-class experience from beginning to end. Even the journey to the island felt special. The boat transfer was lovely, and the canapés made the arrival feel elegant and beautifully considered. The room was exceptional, easily one of the best I have stayed in anywhere in the world. The setting is breathtaking, and the clarity and color of the water are unmatched. There is something incredibly peaceful about Hayman Island. The entire experience felt luxurious, serene, and completely removed from the rest of the world. Pure zen. Everything throughout the stay felt polished, thoughtful, and of a very high standard. Hayman Island is a very special place, and the InterContinental made the entire stay unforgettable. I look forward to returning.

I have met so many amazing people here on Hayman Island\. The food and accommodation have been absolutely next level, and the level of expertise and service has been incredible\. I would particularly like to recognise two people, Leonel Herr and Belen\. Their knowledge, professionalism, and genuine care for their customers have been outstanding\. They truly went above and beyond and helped make this experience very special\. Thank you, Hayman Island, for such a wonderful and memorable experience\. I will leave with some fantastic memories and great appreciation for the people who made our stay so special\. Joe Lercara