After three weeks with no response from either The Atlantis management or The Marriott Corporation, we have decided to post on the review sites
Dear Atlantis Managers,
I am writing to formally raise significant concerns following my recent stay at the Atlantis Coral Hotel in the Bahamas, from August 14 to August 17, during which my party occupied two rooms booked via Expedia.
We had been genuinely looking forward to our visit, given Atlantis’s outstanding reputation, but sadly, our experience was deeply disappointing and fell far below the standards expected from a property of this caliber.
Most alarmingly, there were critical safety issues that jeopardized the wellbeing of guests. Both rooms had connecting doors without proper locks. While these doors could not be opened from our side, the absence of any additional security mechanism posed a serious risk, particularly if the door was not fully shut. We have never stayed in rooms where you couldn’t lock the conjoining room. We were also informed that workers were staying in nearby rooms and they used latches to keep their doors partially open, creating a hazardous environment where anyone in the hallway could easily gain entry. This situation was not only unsettling but completely unacceptable from a guest safety perspective. Especially since our room was connected to one of the rooms that stayed open during our stay. The condition and functionality of the rooms were also highly unsatisfactory. The USB ports on the wall outlets did not work, rendering them unusable for charging devices, which was inconvenient and frustrating. In addition, the mini fridge in our room leaked water throughout our stay, soaking and ruining food we had stored inside. For a hotel of this level, these kinds of maintenance failures are extremely disappointing. The cleanliness of the rooms was equally unacceptable. We arrived to find fecal matter in the bathroom tub, floors that had clearly not been cleaned, and a sofa so stained and filthy it was unusable. Such neglect in basic hygiene is shocking and raises serious questions about the standards maintained by your housekeeping team.
Regarding dining, while we greatly enjoyed Claudio’s and Nobu, some of the other dining experiences were disappointing. After spending several hours at the casino, we asked the front desk staff for late-night (10:30pm) dining options. We went to Claudio’s at 10:25 PM only to be told the kitchen was closed, despite the website indicating it stayed open until 11:00 PM. We were then informed that Silan or Plato’s were the only available options. For a hotel with a 24-hour casino, having only two dining venues (one a grab and go, and one restaurant with few options) open late is surprising. Unfortunately, our experience at Silan was poor—the food was served cold and, despite requesting reheating, it was returned to us still cold, which was frustrating.
Adding to our disappointment, we were not notified of the Coral’s impending closure leading up to our stay or during check-in. We only learned about it through a Facebook group and chatter through the resort during our stay. When we first checked in, we overheard other guests expressing frustration, but we thought nothing of it at the time. However, after experiencing the conditions ourselves, it became clear why so many others were dissatisfied. Guests should be informed of such major changes directly and transparently by the hotel, not left to discover it through social media. It’s no wonder this portion of the hotel is being renovated.
Given the severity of these issues, which directly impacted our safety, comfort, and overall experience, I trust that you will take immediate and meaningful action to address these concerns. We expect the Atlantis to uphold the highest standards for guest safety and service, and hope our feedback will contribute to improving these critical areas.
We hope to see improvements and would welcome the opportunity to return under better circumstances in the future.
Thank you for your attention. I look forward to your prompt response.
