We were extremely disappointed with our stay at Atlantis and unfortunately would never return or recommend staying here based on our experience.
From the moment we arrived, there were issues. At check-in, we were told we received a “free upgrade,” but the upgrade was nothing we wanted and actually resulted in us losing something we specifically PAID extra for: an ocean view. We booked and paid for an ocean-view room and did not receive one.
Even though our room was ready immediately when we arrived, the hotel took our luggage and told us it would be brought up behind us. It took OVER THREE HOURS for our bags to arrive. We called twice during that time and still did not receive them. It wasn’t until my boyfriend called again and became frustrated that our bags were finally brought to us. We essentially lost a large portion of our first day because everything we needed was in our luggage and we couldn’t even properly start our vacation.
Another huge issue was the completely unclear way charges and incidentals were handled. We started noticing random charges on our card and called to ask what they were for. We were told they were related to incidentals. I specifically tried to verify how the charges worked, yet we were charged again the following day.
After calling again, I was told I had to physically come down to the front desk to get an explanation. That was when we finally learned that there is essentially a $150 daily spending limit/authorization, and if you go over that amount, additional charges can be placed on your card. This was NEVER properly explained to us at check-in. What made this even more frustrating was that when we brought up how confusing this was, the front desk literally told us that this is a VERY COMMON issue they have with guests. If the hotel knows guests are repeatedly having the same problem, then clearly the policy is not being communicated properly. Instead of continuing to let guests be surprised by charges on their cards, it should be clearly explained at check-in.
The biggest issue came when we contacted Costco Travel because we had become so unhappy that we were considering checking out of Atlantis completely and moving to another resort. Costco contacted Atlantis on our behalf and discovered that our package included benefits that Atlantis had NEVER told us about or provided to us. We were supposed to receive free breakfast as well as $50 in daily credits that could be used toward activities and other things at the resort. We had absolutely no idea these benefits existed until COSTCO told us. Costco actually had to contact Atlantis and tell them that these benefits were included in our package. Only after we went back to the front desk AGAIN were they finally acknowledged.
Unfortunately, the poor service continued throughout the rest of our stay. Many staff members were unfriendly, dismissive, and sometimes outright rude. Getting an answer to a simple question often meant asking four or five different employees because everyone seemed to give a different answer or simply didn’t know. When we asked to speak with managers, they would frequently refuse to come speak with us directly and instead relay messages through other employees.
We also had an experience where a staff member refused to serve us because we did not have our physical IDs with us and was extremely rude about it. This is a beach resort where guests are spending their days in swimsuits, at the pools, and in the ocean. If guests are expected to carry physical identification around the resort at all times, especially around water, that should be made extremely clear. Regardless, there was absolutely no reason for the situation to be handled as rudely as it was.
On top of everything else, a large number of the restaurants were closed during our stay. When we asked why, staff told us it was their “closing season,” yet this was never properly communicated before our trip and the closures were not accurately reflected in the app. For a resort this large and expensive, it is extremely disappointing to arrive and find out that many of the dining options you expected to have access to are simply unavailable.
What was even more concerning was hearing from other guests about the issues they were experiencing. We personally spoke with guests who told us their rooms had flooded with sewage/feces and that their belongings had been ruined. According to them, they were told they would have to wait around for most of the day before receiving another room and said they were not offered anything to compensate for what happened. While this did not happen to us personally and we cannot speak beyond what those guests told us, hearing experiences like that while already dealing with our own problems certainly did not make us feel any better about staying here.
We fully expected Atlantis to be expensive. The prices themselves were not the main issue. When you are paying this much for a resort with the reputation Atlantis has, you expect organization, communication, hospitality, and good customer service. Instead, we spent a ridiculous amount of our vacation calling people, standing at the front desk, trying to understand unexplained charges, tracking down benefits that were already included in our package, waiting hours for our belongings, and trying to get basic answers from staff.
The resort itself may be beautiful, but the service and lack of communication completely ruined the experience for us. We genuinely had MORE FUN on the days we left Atlantis and explored other parts of the Bahamas than we did actually staying at the resort.
Overall, this was an incredibly disappointing experience, especially considering how much we paid and the reputation Atlantis has. There were far too many issues for this to be considered a one-time mistake or misunderstanding. We would absolutely not stay here again.
