Hamilton Island Holiday Homes

1st time on the island and what a delight. Spotless, relaxing and a paradise feeling. In some ways it was like living on a film set with all the buggies flying around as the only mode of transport. Beautiful beaches, restaurants and facilities. Would definitely go back

Stayed in Shorelines apartments and it was very dirty, there was dirt and sand on the floors it didn't seem as though it had been vacuumed, the walls and doors were filthy and covered in scuffs and dirty prints, there were badly patched up holes in the walls, and then a huge open hole in the wardrobe ceiling of the bedroom. The accommodation included buggy hire, which we drove very carefully, so were very shocked to receive an email from the front office saying that we'd hit a curb and damaged the front tyre and axel - which we definitely did not. There is no way that we could prove we didn't do this and zero options to challenge this in any way because we signed a contract and the damage was not something we could take a photo of to prove otherwise. We've had to pay over $500 for something we didn't do, it was an awful experience, absolutely will never return to Shorelines (Hamilton Island Holiday Homes) or Hamilton Island.

It saddens me to say that our experience with Hamilton Island Holiday Homes tainted our family holiday that we had been so looking forward to. We were notified 5 days before our stay that there would be drilling operations into the roof and floor of the room next door to us. Now instead of offering to accommodate us in some way (for example, I have read of other property management teams offering day outings to their clientele affected by similar works) we were simply reminded that because units in the complex were individually owned, there was nothing they could do as they had no authority over the works. After we expressed our immense frustration we were offered a 10% discount on our stay, but it was disappointing to have to complain before anything was offered our way. And frankly, I can't believe we were not relocated as I believe this could have been possible in april/may outside of school holiday time. During our stay, we got way more than we bargained for. In addition to works next door, there were also jackhammering operations in the unit directly above us. When we contacted Hamilton Island Holiday Homes, they had no awareness of these works. On one day when my husband contacted them because the works were so loud, they did not pick up our call and routinely took several hours to respond via an email. Our 2 year old was trying to nap while the noise level was averaging 85db, peaking at over 100db. The apartment was essentially a construction site, and I can't believe that it is even legal to charge for something that clearly is not safe to be in, or that hearing protection was not offered. On another day, we came back from a half day boat trip unable to replenish our drink bottles because we had no cold water to the apartment. Again, Hamilton Island Holiday Homes were not aware that this would be occuring. On this occasion (and others) they said they would follow up on the issue and advise us on updates, which rarely occurred. Overall, very disappointed with the communication and customer service from Hamilton Island Holiday Homes during our family vacation. The line "that there is nothing they can do" in this situation is just not acceptable, and I have no doubt that substantially more could have been done to make the stay for our young family of five far more comfortable and worthy of the money we spent.