The Resort at Pelican Hill

My recent visit to The Resort at Pelican Hill warrants a 3-star rating. While the room itself was undeniably beautiful, a luxury resort of this caliber should consistently deliver excellence, and unfortunately, several operational issues detracted significantly from our intended relaxing getaway. Upon arrival, we encountered multiple maintenance problems within our room. The sink was clogged, there were noticeable stains on the floor, and the bathroom door would not close properly. Additionally, some other doors throughout the room were stuck together, indicating a general lack of attention to detail in upkeep. Service also fell short of expectations. Housekeeping did not arrive until after 4 PM, which was inconvenient as we needed to prepare for dinner around that time. A simple request for coffee cream also went unfulfilled, as the resort apparently did not have any available. I will acknowledge that the housekeeping team appeared to be short-staffed, but those we did interact with were excellent and performed their duties admirably despite the challenges. As a frequent traveler with high expectations, particularly for a luxury property, these recurring issues were disappointing. Our primary goal for this trip was relaxation, and the need to address these various problems certainly hindered that. For a resort positioned at the luxury end of the spectrum, every aspect, from maintenance to service, should be in impeccable working order to meet and exceed guest expectations.

The stay at this hotel was utterly disappointing! We spent two nights here, but encountered countless bugs of various types, which was absolutely creepy and unsettling. The hygiene conditions were appalling, and these pests completely ruined our family's vacation. Strongly urge the hotel to improve its sanitation management. Cannot recommend!

We truly enjoyed the beautiful grounds and the quality of our room. However, our stay was significantly impacted by two key issues regarding Marriott Bonvoy Titanium Elite benefits. First, despite our Titanium Elite status, we were disappointed not to be offered a room upgrade during our stay. Second, and more concerning, the resort does not honor the complimentary breakfast benefit for Titanium Elite members. When we inquired, staff indicated this was due to the property's recent acquisition by St. Regis, stating they are still "working on following Marriott standards," even though the acquisition occurred over a year ago. For fellow Marriott Bonvoy members, particularly those for whom complimentary breakfast is a valued perk, please be aware that this benefit is currently not offered at this resort.

I’ve stayed at this property many times over the years when it was The Pelican, and unfortunately, this recent stay—my first since it became a Travel Marriott—was a stark contrast to the consistently excellent experiences I had in the past. First, despite booking a confirmed early check-in for 1:00 PM five months in advance (which was also noted on my reservation), and confirming again the day before, I arrived at 1:15 PM only to be told no rooms were available. I wasn’t given keys until after 4:10 PM, and was told there was no bellman available to assist with luggage. For a hotel of this caliber, that’s unacceptable. Second, our room had an ocean-view balcony, which we could barely enjoy because of a large dog in the neighboring room that barked every time anyone stepped outside. I contacted security multiple times over three days, and nothing was done to resolve the issue. Third, Saturday morning breakfast was a disaster. The only option was a $90 per person buffet—not exactly ideal for families with children heading to the pool. The buffet was almost empty (staff even commented on how slow it was), and we were redirected to the coffee shop, where 20–25 people were in line trying to avoid the buffet. By the time we reached the counter, they were out of nearly everything except fruit cups and banana smoothies. After a 30-minute wait for basic items and coffee, we returned to the pool to find that the chairs we had claimed (with towels, sunglasses, sunblock, and clothing) had been cleared and our belongings placed in lost and found. Worse, the staff member I spoke with didn’t speak English, and had to call another employee over to help. Fourth, we ordered lunch at the pool around noon, but didn’t receive our food until after 1:15 PM, and two meals were cold. We weren’t the only ones—several people around us were complaining, and I saw the overwhelmed server removing items from multiple checks. Fifth, and most baffling: the pool was closed at 4:30 PM on Saturday for “routine maintenance.” This left many guests frustrated and confused. The Pelican used to be a standout for service and guest experience, but sadly, it seems that since Marriott took over, the standard has dropped significantly. For the price of over $2,000 per night, the level of service and attention to detail we experienced fell far below expectations. This was truly disappointing, especially at a property we once looked forward to visiting.

My wife and I made I believe our 5th visit to Pelican Hill, the last 3 times to celebrate her birthday. This was our first visit since Pelican Hill came under the Marriott Bon Voy umbrella. First off we were given a room closest to The Coliseum we have ever had, which was great as we are getting older and this makes the climb up the hill to the pool and diner/breakfast a little easier! On all our previous visits pretty soon after check-in we had been brought a bottle of wine for the room, but not this time. My wife was particularly disappointed as we assumed this was standard practice if you were celebrating a birthday or anniversary… apparently not. Not sure if this was an oversight or a policy change under the new ownership. Stay was really on point though, and as usually every employee was exemplary, including the shops, to the point my wife was send a birthday card by one of the shop staff when she found out it was her birthday. We had fun by the pool, and enjoyed the service from our designated server Maycee (sp?). We did think a lot of the staff were looking a lot younger than in the past, or maybe we are just getting older! No complaints though, all were polite, respectful and ready to assist. Dinner at both The Coliseum and The Pelican Grill were to their usual standard, if not a little better than in the past. We do wish there was a third option though, and disappointed they never reopened The Andrea restaurant. We never got to eat there pre-COVID closure. All in all we loved our stay as usual, and though the change to a Marriot hotel was pretty much unnoticeable bar the wine to the room question. We hope to do the same again next June all being well.

Premium experience at this luxury property!

Great

Love it! Exceptional!

The service was fantastic, nightly entertainment was fun, the bars and restaurants were always a little too busy but that’s okay, turn down service and room service were lovely, the room itself was beautiful with great views. It’s a very long walk to get down to the beach, we went once to check the box. Golf course was in good condition but it took 8 holes to get a drink. I would recommend getting food and drinks prior to a round, we were hungry and parched by the end of ours. We also tried a yoga class which was hilariously bad. I look forward to going back, wonderful overall experience with a little constructive feedback.

Everything about my stay was superb, will be back