Gorgeous but below expectations
Posted Oct 13, 2016 on Hotels
Overall experience was severely lacking for a property at this price point. While Lizard Island certainly lived up to expectactions as a unique haven for getting close the Great Barrier Reef, too many things jus didn't add up. For a property with only 40 rooms, we expected hightly personalized service and received exactly the opposite. Not a single staff member (except the manager) knew our names, preferences, or seemed to care. Orders were taken multiple times and even then not correct. They were friendly enough, but didn't seem adequately trained and thus the service level felt like that at a large chain hotel.
The food quality (it is all included) was excellent, but selections extremely limited. One of two more choices, or better yet the ability to provide preferences prior to arrival would have elevated the dining experience beyond the faily ordinary meals that it became. Restaurant setting was magical, however, and the included wines were very smart choices.
We had a sunset view room, and the villa was large and very comfortable at first glance. However, the shades didn't close completely, so it was impossible to sleep past daybreak. Housekeeping was the same as the restaurant standard, very impersonal and not timed well to match the obvious times we were out of the room.
We didn't have any specific problems, but when you pay these rates feel that a high standard expectation is justified.