InterContinental Hayman Island Resort, an IHG Hotel

Firstly, there was very little communication from the venue prior to our arrival with check in and check out times, additionally the ferry times to and from Hamilton Island. It was finally confirmed for 2pm check in and a late check out (yet to be confirmed) by phone on the 18th December. I had to call on multiple days, just to get this information. Upon arrival had a great tour by Paul (health and safety manager), he once again said check in will be 2 pm, he left us in Bam Bam bar at 1:30 and said someone will be in touch shortly to say our room would be ready. 45 mins later, no one was in touch so we called reception, found out our room wasnt free, we couldnt access our clothes/ bags for swim gear. So we went for a walk and in this time I also purchased swim trunks just to make the most of the 24 hours we had at the resort. A purchase I didnt think I needed to make. 4:05 finally able to check in and get to the room and our clothes. In this time I had been to reception three times and called from two different bars. Each time was told the same thing, room is being cleaned at that moment and wont be long. So apparently it was being cleaned for just over 2 hours. We also wanted to make the most out of our time at the resort due to the little time we had. So whilst waiting for the room we went and spoke to your staff at the activities desks, we were worried about timings with leaving on the boat. At which point we were told, for the first time, our departure time the next day, how it works and also where the boat would drop us. I was informed that we would be dropped at Airlie beach, not the arranged Hamilton Island. During my email and phone calls with your team on the build up, I made it clear we had already arranged the ferry back to Shut Harbour from Hamilton. This now meant that I had to sort my own travel/ taxi from Airlie to Shute Harbour (where my car is) and I have spent over $300 due to the ferry prices from Hamilton to the mainland.

I felt often uncomfortable in the room we were, the room has lot of humidity and some of the air system lick water also in other facility of the resort. the food was ok however I think they should have more choices and check quality for fish and meat better, the first day we had some very smelly meat and not high quality fish. The cleaning was very low in the room, there was mould and dust plenty of dust under the bad and around furnitures and the blinder were really dirty, so were the pillows and the air was just smelly they change room for us which was better but still lot of dust and the carpet had stain and also the shower outside need a lot of maintenances was rusty and the wall had mould. it is hard to maintain facility in such a wild contest but if there are great maintenances every day and attention for details I think this could exceed. Also, the kids club looks more a child care than an entertaining place for kids and the majority of the toys are old and broken. I spent half of one of the day of my holiday to find a solution with our room and yes the manager was accomodating however didn't offer any special attention which usually you expect from a place like this.