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4.0
#1 of 1 all-inclusive in Heron Island
Location
Cleanliness
Service
Value
Heron Island is a true coral cay situated on the World Heritage Listed Great Barrier Reef of Australia. Here you swim off the beach to an endless garden of coral. Activities include guided island and reef walks, semi-submersible I Spy, bird watching and beach picnics, plus a Reef Ranger program. Heron Island is famous around the world for its scuba diving and snorkeling with the mega marine life that make their home on Heron Reef.
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Heron Island Hotel is lauded for its stunning natural setting and wildlife encounters, which guests find enchanting. The staff's professionalism and the hotel's great atmosphere frequently receive praise, adding to its inviting charm. However, the hotel's rooms are often perceived as basic and in need of both renovation and enhanced cleanliness.
While the natural amenities are a highlight, reviewers consistently criticize the food quality and room service, noting these as detractors from the hotel's overall value. Additionally, concerns about overpriced dining and unexpected fees are common among guests.
Location
Picturesque
Atmosphere
Inviting
Rooms
Dated
Value
Expensive
Cleanliness
Mixed
Service
Inconsistent
Amenities
Limited
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I have thought clearly before making this review, because I’ve read some bad reviews, before booked this hotel, and I would like to tell you the real truth about it. This a really marine park paradise. And to keep it that way for the future of our grandsons, you need to focus on basic things and skip the luxury. Of course the resort is dated and basic, but the most important things were there - paradise beaches, all sea fauna right on the beach, brilliant diving spots, great food, clearly rooms, friendly and happy staff, good organization and safety procedures. So we had a different holidays in a 3* hotel but the essencial was there and I’m backing home with great memories. Suggestions that could be improved and do not have impact on the marine life: cappuccinos at breakfast could be included; better room service (a couple of times they forgot to made our room), and a renovation of the accommodation. So, in the end I’m giving a 4* review to a 3* hotel, because we had a great time. A special thanks and mention to the dive center and all their dedicated team, who went diving with us on such a severe weather (rain and cold) conditions for a couple of days. We had fantastic dives and lots of videos to remember. This holiday make me reflected what is really important be good or pampered?
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Date of stay: August 2024Trip type: Travelled as a couple
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This is a beautiful natural island, you can snorkel straight from the beach and see fish, stingrays and coral. Walking around the island can easily be done in half an hour, unless you are stopping to observe turtles! We stayed in November and it was like a turtle highway but you do need to get up early if you want to ensure you see a turtle, or walk late afternoon or evening when turtles prefer to lay their eggs. At 5am in the morning we encountered about 15 turtles either on their way back to the water, laying eggs, or just coming up. Also the birdlife is very extensive. It is quite a tropical paradise!
Accommodation wise - we stayed in a Point Suite which had a gorgeous sunset views. The room was air conditioned and contained a small fridge and tea/coffee making facilities. It was clean although the island had a water issue at the time so you could not flush the toilet for the first two days we were there. It was a bit disappointing that management didn't supply water to the rooms for this purpose at least, although they did provide drinking water but you had to collect it yourself!
Food wise - I'm afraid to say it was very disappointing. There was no seafood to speak of which is such a shame for a tropical island resort. Breakfast was buffet style (staff service because of Covid). Lunches was pub type food, but nothing to rave about. We had two dinners and both were terrible. Chicken breast was poached or boiled, had absolutely no flavour, the mustard sauce was weak with no flavour. The Barramundi on a bed of vegetables - neither were cooked, we got a refund on that one. The Barra was undercooked and pink in the middle. I don't usually mind crunchy vegetables such as beans but they were also nearly cold!
Maybe Covid is to blame for the woeful food so I'd like to think that Management will improve this situation as we would like to visit again to see the turtles hatching. Thankfully some friends had warned us and we took our own cheese, crackers and wine to have in our room. There is no cutlery or plates so next time will have to take them as well! ...and maybe some seafood!
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Date of stay: November 2020
Value
Rooms
Service
Room Tip:Pointe suite for views
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
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At first when we arrived, we were disappointed with the quality of our room, we paid top dollar for a point suite which was the only one with a restricted view. The room is very outdated and the extra cleaning hadn't happened (air cons, cobwebs on high ceilings). We saw the beachside suites and thought our money would have been better spent on one of them. Our first lunch and dinner was average. However as time went on, the more impressed we were with the island. Our room was actually conveniently located in the best snorkelling location near the harbour (with a 9 month old this was super helpful) we were also away from the wind direction. The food was average but the helpful friendly staff made the dining experience enjoyable. Nice restaurant and bar areas. Drinks menu was ok.. Spa experience was fantastic. I had a wonderful 60 minute massage! Must do. The best thing about Heron Island is the island itself! Not too many Noddy Turns yet but enough to enjoy them. Wonderful birdlife and the reef was AMAZING!!!! Sharks, sting rays, turtles, shovel nose rays, loads of fish variety and awesome reef. The Reef honestly blew us away. The colour of the sand was super white. Being only a 2 hour boat trip from gladstone, this island is defiantly worth a visit. You'll love it, we did.
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Date of stay: September 2020
Rooms
Service
Sleep Quality
Room Tip:point suites have amazing views but the room quality was poor. The beachside suites are on the...
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Positives: Check in on the ferry to the island was smooth, efficient and informative. The morning turtle walk was the highlight of the holiday. These walks should be mandatory for all as they might prevent people trampling nest or tracks. The entire marine centre is brilliant to be honest and ran by really passionate and lovely humans. Gifted and patient diving instructors. The marine centre should be the main feature, as they are holding this thing together and are obviously there despite the resort. Some staff happily provided 30% discount regularly for 90 minute delays at lunch. A small gesture to ease the frustration of daily delayed food. Enjoyable massage - booked well in advance.
Negatives In general the cost of a room does not match the facilities. Read reviews prior to visiting which suggested 'reef rooms' for the best views, sadly our room had overgrown trees and no filtered sea views as advertised. Accommodation that does not provide wifi, air conditioning, CLEANING, no keys or safety locks and a limit of 5 minute showers to me does not equate $344 nightly. If we had known there would be no cleaning, no keys, a time limit on showers and wifi only in reception at an extortionate cost, we would not have booked this hotel - we would book a hostel for these features.
The food was ok on 2 of 5 nights - extra costs for Christmas dinner did not provide anything extra or special. Extra costs for coffee. Some of the staff are clearly distressed, over worked, untrained and suffering poor mental health as a consequence. They started to become very snappy with customers in the restaurant, which created a really hostile and chaotic environment nightly.
Take care of your staff, provide quality to your paying customers or reduce your prices to match the outdated facilities, otherwise this beautiful island will suffer if you don't make some real changes.
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Date of stay: December 2021
Value
Location
Service
Room Tip:Think about the cost and the facilities you get in return.
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Karen Sweeney, Sales at Heron Island
Responded 6 Jan 2022
Thank you for sharing your positive feedback for our wonderful Marine Centre. Our staff are very passionate and really care about the reef and protecting its natural beauty. Our team work hard to ensure guests have an enjoyable holiday although guest numbers have had to be capped while we continue to struggle with the current skilled hospitality shortage which is Australia wide. Like most companies in the hospitality industry, we have been experiencing challenges with staffing levels during the Covid-19 pandemic, especially in the F&B Department. This is no excuse though, and while we have reduced our maximum occupancy levels in an effort to continue to meet guest expectations, it is clear from your feedback that these efforts have fallen short. Our HR Manager is continuing to increase the staffing levels throughout the property with a clear focus on the restaurant and bar. Your feedback on the service and meals at the restaurant and bar has been shared with our new F&B Manager, Head Chef and Operations Manager. They have expressed their sincere apologies for the poor experience you had during your stay. The F&B Manager is currently reviewing their processes and is working closely with the Head Chef on solutions to improve the guest experience at the restaurant and bar Heron Island is a (self-rated 3.5 star) property with Advanced Eco Accreditation required to follow strict guidelines, due the location in a Great Barrier Reef Marine Park as a significant breeding site and sanctuary for critically endangered marine birds. Pruning branches to improve the view of the reef would take away valuable real estate the marine birds need for nesting. Heron Island requires significant infrastructure to produce our own water and power along with waste services which are accessed by the University of Queensland and Queensland Parks and Wildlife Services. Millions of dollars have been spent this year upgrading all infrastructure services including the installation of the first stage of Solar power, as we are committed to continuing to reduce our footprint for both properties. Room rates are inclusive of a full buffet breakfast, snorkel equipment hire, island tours and accommodation for 2 adults. Wi Fi is available through a third-party provider although most people prefer to take the rare opportunity to enjoy screen free time. We do request that our guests are responsible for their water use when showering to further reduce our impact on the environment. Air Conditioning is offered in 4 separate room types, with fans in other room types to reduce the impact on the environment. For the health and safety of guests and staff, daily housekeeping services have temporarily been suspended. If required, guests can request for their room to be serviced during their stay by contacting Reception. As a keyless property guests do not need to worry about carrying a key with them while snorkelling, diving or undertaking any of the other many activities available at Heron Island. Rooms can be locked from inside the room and a safe is available to reception if needed.
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It is hard to believe that a resort with such potential can be so badly managed. Accommodation is very basic, two-star motel standard at best, and in desperate need of maintenance and refurbishment. Food is way below average and at AUD 55 p.p., the dinner buffet is nothing but a real rip-off.
Staff are doing their best, but unfortunately, as management is not up to speed, they struggle to deliver the customer satisfaction a resort in such a stunning location, could and should deliver. One day we asked at breakfast about time for lunch. We were assured that lunch would be available until 2.30 pm. When we showed up for lunch at 2.15 pm., we were told that they had decided on short notice to close the kitchen at 2.00 pm. that day. The only alternative is the bar, and the toasties they serve is nothing special at all.
The Marine Centre was the major exception, well organised and their snorkelling and dive trips were very good.
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Date of stay: January 2020
Value
Service
Sleep Quality
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
This was our first time to Heron island. We we advised on the 2 hour ferry ride out there that there were some problems with the water supply. When we arrived there was only one working toilet. We were delayed getting into our room and the pool was blocked off stating for repair which stayed up for 4 days. Basically the water was turned off for 50% of the time we were there. They are concerned with COVID, they should be more concerned with gastro ! The resort needs some TLC with cracked pavers and lippy tiles. The breakfast which is included in with the price is Ok but the staff walk around with their cleaning cloth in their back pocket and regularly touch their face and noses with their hands before serving you the food. The marine guides are fantastic and so knowledgeable and the reception staff did their best in the face of escalating conditions ( the water running out). The location of the island is wonderful, the snorkeling amazing and reef walks truly magical . Please Heron Island owners get your act together and fix the problems
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Date of stay: November 2020Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Lisa Janson, Sales at Heron Island
Responded 8 Dec 2020
Thank you for your kind review and feedback. It is wonderful to see how much you enjoyed the location of Heron Island and the amazing snorkelling and reef walks. Please accept our sincerest apologies for the water shortage you experienced during your stay with us. Being located 72km's from the mainland provides a stunning environment for a Great Barrier Reef holiday but can also provide operational challenges at times. Located in such a pristine, remote environment, our water is supplied by our onsite desalination plant. Unfortunately we experienced an unforeseen problem with the facility which caused a water shortage. Our team worked tirelessly to fix the problem as quickly as possible to increase the water supply for guests and staff. Our team is committed to continuous improvement and appreciate your feedback, which has been shared with our management team.
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The buffet breakfast was ample food and a good selection of hot/cold cereals/breads to choose from. (included in the night price) The restaurant had a set menu of about 4-5 starter and dinner choices which rotated every 4 days. They were a good size meal and the price wasn't too expensive considering where you were.
I liked you could purchase takeaway lunch and go sit anywhere on the island to eat it. We did this every day. You could also sit at the restaurant for lunch which was a different menu to the takeaway. The Reception/admin and cleaning staff were very pleasant and chatty/helpful. The live music in the bar each night was lovely and a good duo female guitar/singers.
The baby turtles hatching and the big females nesting was incredible (stayed during turtle nesting season) Shark bay was my fav spot on the island. With an abundance of White/Black tip and Lemon Sharks right of the shore. In the different parts of the day you could see Sting rays/shovel noise rays. Swimming/snorkeling out to the Wreck was amazing we swam with juvenile turtles, Eagle rays, white/black tip and lemon sharks. Also an abundance of colorful fish.
We ended up staying 6 nights as the swell from the sea was too bad to travel back to Gladstone. The resort didn't charge us the extra night and had free breakfast. We had to pay the extra lunch and dinner. They were offering helicopter flights back but this was too expensive for us ($1060)
Negatives: The doors to the rooms did not have slow stops on them, there was alot of slamming doors when people got up early. There were no fly screens on the rooms - i got bitten by mosquitos the first night. The bar staff were so sour and you could not engage small talk with them. The smell from the bird poo at times was a bit intense. The smell came and went at times. The noise from the birds was a bit full on (We did stay in nesting season though) we just used ear plugs.
Stayed 4th Jan - 10th Jan 2021 in Reef Room
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Date of stay: January 2021
Value
Location
Service
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Lisa Janson, Sales at Heron Island
Responded 28 Feb 2021
Thank you for your wonderful review. It is great to see how much you enjoyed your stay at Heron Island, especially snorkelling off the beach at Shark Bay. Our team is always looking to improve our guests experience and we appreciate your feedback. We look forward to welcoming you back again soon.
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
Whomever responds to these reviews clearly doesn't live on the island and hasn't experienced the problems faced by guests.
The problems cross departments, and highlight major systemic deficiencies from reservations through to restaurant and reception.
Reservations: Simply making a reservation required multiple emails and phone calls. All of the information required to book our travel plans was provided but not acted on. If you choose to book, do not book direct.
Restaurant and bar: Staff worked hard to make the best of a bad situation. It's not enough to comp meals as an apology for 90 minute to 2 hour delays for food. Or for wrong food, cold food, raw food served to our friends. Different excuses were given but the restaurant is not producing meals in a safe, timely or reliable manner. Unfortunately there's no other option. If you choose to book, bring food.
Reception: Check your bill when you leave to make sure that it's correct. Don't assume that there's no extra charges.
There's NO visible leadership. If there's a general manager, they should spend time on the island talking to guests. I've looked at the Aldesta website that states its aim of striving for the highest standards of service and quality.
I suggest starting with the basics. Maintenance, cleaning, hire an experienced executive chef to reboot the restaurant, hire long term staff (not 2 week contracts), modern IT systems for a start.
Previous reviews questioned the influence of foreign owners. If the ownership and decision making are by a Canadian company, why do the finance jobs currently advertised on Seek require candidate speak Mandarin? When I last checked, this is not one of the national languages of Canada.
In summary, our experience and the experience of our friends who visited at the same time was that the resort has not provided a good holiday experience. You cannot explain away poor quality across several functions as caused by distance. We've stayed at far more remote locations and received exemplary service. We've also stayed at other Queensland island resorts and had great holidays.
Until the owners and leadership of the resort acknowledge the serious issues and install a capable GM who lives on the island and has the resources to fix the issues, I cannot recommend this resort.
I highly recommend the stunning Great Barrier Reef, but stay elsewhere.
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Date of stay: November 2021Trip type: Travelled with friends
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Karen Sweeney, Sales at Heron Island
Responded 21 Dec 2021
Please accept our sincerest apologies that your holiday was not the experience we had hoped. I appreciate you taking the time to share your feedback with us which has been passed on to our onsite Management Team. Like most companies in the hospitality industry, we have been experiencing challenges with staffing levels during the Covid-19 pandemic, especially in the F&B Department. This is no excuse though, and while we have reduced our maximum occupancy levels in an effort to continue to meet guest expectations, it is clear from your feedback that these efforts have fallen short. Our HR Manager is continuing to increase the staffing levels throughout the property with a clear focus on the restaurant and bar. Your feedback on the service and meals at the restaurant and bar has been shared with our new F&B Manager, Head Chef and Operations Manager. They have expressed their sincere apologies for the poor experience you had during your stay. The F&B Manager is currently reviewing their processes and is working closely with the Head Chef on solutions to improve the guest experience at the restaurant and bar. With most of the plumbing and infrastructure upgrades now completed, our maintenance team have moved their focus back to renovating the property. Heron Island (3.5 Star) produces all of our water, power and waste services which are accessed by the University of Queensland and Queensland Parks and Wildlife Services. All infrastructure services are being upgraded including the installation of the first stage of Solar power, as we are committed to continuing to reduce our footprint for both properties. Heron Island Resort earlier this year installed 118kW of Solar PV via a sophisticated Diesel Hybrid Controller to offset daytime loads and reduce demand on the diesel gensets. The technology was pioneered about 10 years ago and has recently matured to the point where it was viable to install at Heron. This exciting first stage has also seen the installation of data acquisition equipment, essential to collect the high-resolution data needed to design the following stages, aimed at either reducing diesel usage even further or relegating it to backup use only. 24 High Efficiency “Air to Energy” Hot water systems were also installed, reducing loads by approximately 40 - 60kWh/Day and reducing the amount of LP gas used. Waste reduction is a priority implemented through the following initiatives including a new composting system which digests food waste and the compaction/crushing of glass and cardboard. We can also confirm that we are waiting on delivery of bulk dispensers to further reduce waste. Our team work hard to ensure our guests have the best possible experience during their stay on Heron Island and your feedback will help us continue to improve
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My wife and I returned to Heron Island for a 7 night break. This was our 4th trip to the island. The location is spectacular. The snorkelling was amazing as always. The chance to follow young turtles as they glide around the reef is something not to be missed. The Point Suite was very comfortable and air conditioning a must. (Most rooms have only a ceiling fan - a setback in summer). The staff, especially Alex and his team in the restaurant, were friendly and efficient. The food was adequate at about 3 star level, but we did not go there for its culinary reputation. The daily room cleaning and garden maintenance could do with some management attention. They had deteriorated compared to our earlier visits. Nevertheless, we still recommend Heron to anyone wanting to getaway to an idyllic island location for a complete break.
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Date of stay: February 2020Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Have just spent 4 nights on Heron Island in a Beachside Suite. The water, swimming and snorkeling is as beautiful as ever. To swim with turtles, reef sharks, sting rays and hundreds of fish is unbeatable. Only wish I could say the same for the actual resort. General maintenance is average. Our room was missing window handles making it impossible to close windows, one window would not open (corrosion of the frame has sealed it closed), and one of the sliding glass doors to the balcony had a broken frame with the full pane of glass about to crash out at any time- very dangerous. This room should not be occupied with such a dangerous hazard. The pool was very badly maintained. The slime on the bottom is surely a health hazard. It needs to be emptied and cleaned properly. I am amazed people do not get ear infections from swimming in this pool. Throwing heaps of chlorine in each day is not the answer. Who would swim in a dirty pool when you have the most beautiful clear clean water at your doorstep.
Restaurant was under Covid rules. Breakfast was OK with a full range of hot and cold options. Dinner was very disappointing. Of the 4 nights we ate in the Restaurant, 2 evenings meals were not edible ( Steak dish, pork dish, fish dish). We learnt not to order any meat dishes, they seem to be precooked and sit in a large warming oven, making them tasteless and dry. All meals appear within 10 minutes of ordering, hence my suspicion they are all precooked. Our answer to this was to choose the vegetarian options. Overall we would not return to Heron Island. Cost for 2 people for 4 nights was $500 per room (included breakfast) and an extra $100 per night for dinners with a glass of wine each. $2,500 for 4 nights for what I class a 3 star resort is way too expensive.
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Date of stay: March 2021
Value
Location
Service
Room Tip:Beachside Suite is a perfect location. Turtle Rooms are old and smelly (as my sister experienced)
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Ypu will be really pushing it to make the flight. The boat gets on about 3.15pm and you physically get on the dock 10 minutes later but you will not get your checked in bags until 30 to 40 minutes after that. You could alert the staff and they could do something to help..they will give it a crack to help you..So you may need to book a later flight if you can. Now there is a plan B….don’t have checked in baggage..or if the budget can stretch it…Plan C..there is a helicopter service direct to the Gladstone airport that takes about 40 minutes but comes at some serious coin. Plan D.. you could overnight at the Oaks Hotel and head off to the airport the next day stress free..the Oaks is a nice hotel apartment complex very reasonable rates and in the CBD.. coffee shops and eateries right out your front door. I found it a great place to stay. I can say..if you love snorkeling and witnessing raw nature..you will not be disappointed..
Have fun..
Hi, when we were there in October breakfast was included and you had to buy lunch, which we skipped and dinner was buffet style $50 a head. You can buy barista coffee at the restaurant.
Sydney, New South Wales, Australia107 contributions57 helpful votes
You are provided with mask, snorkel & fins by the dive shop as part of your accommodation package. I’m a diver & used theirs: they’re fine. As above , take some food (they don’t check at all, despite all the ‘no food or alcohol’ messages on the website!). Catering when we were there was abismal at lunch time. If you didn’t get to the bar by 12.30 to get a chicken wrap, you only had a choice of pastrami & cheese toastie or onion & salmon toastie-yuk! Or else the restaurant-which regularly runs out of most options!
"I would say summer and spring would be busy but June was very quiet and perfect.
The boat trip i took travel sickness tablets it made me a bit sleepy but I wasn't sick at all."
There are more places to choose from in the Heron Island area.
PRICE RANGE
AU$333 - AU$424 (Based on Average Rates for a Standard Room)
ALSO KNOWN AS
heron island hotel heron island
LOCATION
AustraliaQueenslandHeron Island
NUMBER OF ROOMS
112
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