My partner and I recently returned from a trip and have very mixed feelings about our experience. The resort has fantastic bones, stunning views, and some genuinely wonderful staff members, but several operational and maintenance issues significantly impacted our stay.
👍 The Good Points
The waiting staff at the restaurants were absolutely amazing—attentive, friendly, and a true credit to the resort. We want to specifically praise them. We also really enjoyed the good relaxing atmosphere overall, the pool loungers were comfortable, and the cocktails were very good. The food was generally excellent, with lunch being a particular highlight.
A special thank you to Sasha for organizing a fantastic tour with Martin in the gardening team; he was incredibly knowledgeable and passionate.
👎 Areas for Improvement (The "Bad" Points)
Maintenance and Safety Concerns:
• Persistent Toilet Issue: We reported a non-functional toilet in our room five times. Each time it was supposedly "fixed," it immediately broke again. This requires a permanent solution.
• Maintenance Staff Training: The repeated, unsuccessful "fixes" strongly suggest a need for better training for the maintenance team. Trying the same thing 4-5 times when it fails is not an adequate approach.
• Gym Safety: The gym's air conditioning was broken, and the treadmill band slipped frequently, which is bordering on dangerous and a serious trip/fall hazard. The gym equipment generally leaves a lot to be desired.
• Lack of Bar Atmosphere: The bar in the evenings lacked atmosphere and sociability. It needs to be made more inviting to welcome guests after dinner.
• Wasted Top Restaurant/Bar: The restaurant/bar with the best view is wasted, especially during the day when guests aren't encouraged to go there.
• Dinner Menu Limitations: As someone with a fish allergy, the dinner menu, which already needs to change more regularly or offer more options, was extremely restrictive, leaving me with only 2 or 3 choices most nights.
• Slow Beach/Bar Service: Service on the beach was very slow. Staffing levels need to be increased, and equipping the wooden beach bar with a mini-bar would certainly speed things up. To compound this, the checks we were given were often wrong and had to be re-printed, slowing things even further.
• Subpar Afternoon Tea: The cakes offered at the afternoon tea were not great.
Missed Opportunities (Suggestions):
• Water Taxi: The water taxi to English Harbour is a great asset but could be maximized. A daily trip to the Pillars of Hercules should be offered. Guests should also be offered drop-offs at the other side of the bay for self-escorted snorkeling trips as a standard option.
• Service System: A flag system on the beach and by the pool would be a great way to signal for service.
• Top Restaurant Usage: Offer activities like a Library, yoga classes, painting, or talks in the underutilized top restaurant/bar to make use of the space and views during the day.
• Buggy Wait: A simple bench outside the "roundabout" pick up point would be appreciated while waiting for a golf buggy.
• A simple "Cocktail of the Day" would be a fun addition.