Disappointing Hotel Experience – A Once-Great Resort in Need of Serious Improvement
Unfortunately, our stay was far from satisfactory. Although this property enjoys a prime location, the hotel feels old, dated and poorly maintained. For a resort with so much potential, the overall standard of service, facilities and upkeep was disappointing.
Housekeeping and Maintenance: As a family of four, we had to call daily for basic necessities such as fresh towels, toilet paper and housekeeping. Sometimes we were told staff had already left for the day, while on other occasions, despite repeated calls, supplies did not arrive until around 6:30 p.m. We also experienced leaking air conditioning, which resulted in water damage to two of our devices. Despite an inspection, the hotel would not replace the damaged equipment, and I was left waiting on my last day while trying to resolve the matter. The situation was made worse by the hotel's insistence on keeping the device, despite my explaining that I needed it for customs-related purposes. Overall, the water damage and electrical maintenance issues were extremely concerning.
Safety and Facilities: The elevators were out of service much of our stay, with slow repairs leaving guests waiting and sometimes stuck inside. There were also broken chairs, exposed wires and pieces of metal around the property, including beach and walkway areas. The pool had numerous chipped areas and missing tiles along its edges. These are not simply cosmetic issues; they raise genuine safety concerns.
Advertised Amenities: Our suite was advertised with a Jacuzzi/hot tub, only for us to be told upon arrival that it did not work. We requested another suite, but were told none of the hot tubs were operational. The swim-up bar also remained closed throughout our entire stay, despite being advertised, with guests having to leave the pool to visit the lobby or beachside bar. Even advertised luggage assistance was unavailable because we were told there was no staff.
Food and Customer Service: Breakfast was average, with hot food costing extra per person. The complimentary selection was limited to options such as toast, cereal, pastries, juice, coffee, tea and the salad bar. Customer service and communication need considerable improvement. International visitors, including those of us with roots on the island who were born and raised abroad, should feel welcomed and valued, not left chasing staff for basic services.
A Positive Mention: The lobby bar staff were one of the highlights of our stay. Their service was a welcome positive in an otherwise disappointing experience.
Final Thoughts: For the prices charged, guests should expect much better standards of maintenance, cleanliness, safety and customer service. This property has an enviable location and, in my opinion, the potential to once again be one of the island's best all-round resorts. It is disappointing to see it fall so far short of that expectation. Perhaps management could take inspiration from its newer sister resort, invest more care, attention and pride into this property, and bring back the higher standards it was once known for.
There is so much potential here, but a beautiful location alone cannot compensate for poor maintenance, unavailable amenities and inconsistent service. This resort needs more than cosmetic improvements; it needs genuine investment, accountability and a renewed commitment to its guests.
