Intercontinental Hotel & Resorts Hotels in Hayman Island

My friend arrived at the hotel first and was ready to check in. But his experience made us very disappointed with the hotel. They arrived at the hotel at around 12 noon, having experienced a long flight of nearly 10 hours and looking forward to the Spring Festival holiday. There were three or four groups of guests who arrived with them. They asked at the front desk if they could check in early, but were told that the room was not ready yet and no estimated time could be provided. They were only advised to check again at around 2 pm. Following the advice of the front desk, they stored their luggage and went out for dinner. However, when they returned to the front desk at 2 pm, they were still told that the room was not ready and the estimated check-in time had been postponed to 3:30 PM - even though the official check-in time of the hotel was 2:00 PM. Inexplicably, the front desk did not provide any explanation, only saying that the room was not ready. Although they were dissatisfied with this, they remained patient and asked the hotel to notify them as soon as possible when the room was ready. However, we never received any update. At 3:30 pm, they went to the front desk again to inquire, but the front desk staff seemed to be completely unaware of their situation due to the shift change, which showed that the handover work within the hotel was not done well at all. This management loophole is extremely disturbing and unacceptable. After we expressed our strong dissatisfaction, a staff member who we later learned was the **Transfer Manager** finally intervened. However, she neither provided any explanation nor expressed any apology, but arrogantly told us that the room was ready and asked us if we wanted to check in now. And because my flight was delayed and I was 20 minutes late to check in for the ship, they said that if I didn’t arrive in ten minutes, they would not care about us and we would have to book a helicopter to get on the ship. Friends and friends were already four hours later than the original check-in time, and they were arrogantly told that they would not care about us. This arrogant and perfunctory attitude was extremely unprofessional and infuriating. In the end, friends and friends did not get the room key until 4 pm, four hours later than the arrival time, and were the last to check in among all the guests who arrived at the same time as them. At this point, they were exhausted, angry and extremely disappointed. What was even more unacceptable was that when they entered the room, they found that the extra bed we had confirmed a few days in advance was not ready at all. The entire stay experience was far below the service standards that should be expected of InterContinental Hotels. The lack of communication, lack of responsibility and poor service attitude seriously affected our stay experience. In this regard, we request that your hotel provide a formal explanation and explain how to improve to avoid similar incidents from happening again.