Wow is all I can say but not in a positive way and please let me explain:
We arrived at the above resort in the afternoon full of excitement and looking forward to me and my wife enjoying 5 star service after a long and busy year, on arrival we arrived at reception with no welcome drinks or cold towels as advertised, we went into reception and there’s run down chairs, windows and doors completely filthy and staff very rude! We got given our wrist band and was shown to the lift and upon arrival on block 3 there was a smashed window, water all over the floor from a leak and block 3 was like a deserted block which had no attention for months, we arrived in our room which was filth and had hairs and dirt on the floor, we complained and the head of house Shanise accompanied us to our room as she said it was clean, I’m not sure what she classes as clean but this isn’t 5 star cleaning and perhaps if she’s the head of the rooms she needs proper training and also training on her manners and customer service, however we went to dinner and shanise sent the cleaners back to clean the room, we come back from dinner and the room was filthy and we were very disappointed as it was a bad start to our 20th wedding anniversary. Dinner was meant to be a buffet but as the hotel was empty the food was changed to menu so we ordered and was underwhelmed to say the least. After dinner we retired to our room hoping the day after would be better!
We were so annoyed and tried to change hotel the next morning to no avail and originally wanted to £4800 to upgrade us, I was refusing to pay anymore for a poor hotel, they eventually moved us to block 4 which was better but still run down and we knew we just had to make the best of a real bad situation, I’ll highlight below the issues we found:
>Block 3 where our original room was filthy, hairs on the floor, curtain falling down so get moved.
>Block 4 room was in a better location, still run down and filthy and we had 2 cockroaches in our room on separate occasions, complained to reception to no avail and nothing was done, when you went to the ground floor on block 4 there was 2 cockroaches dead in the corner and for the final 6 days they were not cleaned up even though it was reported three times, the lifts were filthy with drinks spilt and dirty handprints everywhere which were not cleaned throughout the 2 weeks, pictures are attached later in the review, we also had issues with the fridge being topped up and persistently asked for milk and water which we would go without for 5 days so had to get it all from the restaurant.
>The pools were equally filthy and there was green sludge in the corners of the pool, god only knows when they were last cleaned properly around the tile band, also one of the safety vents were broken and despite complaining for over 24 hours the pool was not shut and repaired for over 2 days, a poor lady cut her foot due to this negligence,pictures also attached.
>The one shining light at the pool bar was a gentleman called Shamar who literally couldn’t do enough for you and the only staff member who had the correct training and manners.
>Food in the Mediterranean restaurant was average at best and breakfast was cold and very poor quality, dinner was poor variety and equally poor service and quality and not a 5 star service.
>Sam lords restaurant was a far better service but as the food and service was poor at the Mediterranean restaurant we ate here quite a lot, the only issue is that the menu is quite restricted and becomes very repetitive which you don’t expect at a so called 5 star.
>Food at the pool bar and the shack was also very poor standard and we found ourselves not having lunch at the hotel as it was so poor.
>The service around the pool areas was extremely poor, staff were playing football/basketball or dancing with each other or on their phones, they had no interest in serving us the paying client, and when asked they seemed horrified they had to do there jobs, the hotel is rumoured to be owned by the government of Barbados and not run by the Wyndham hotel chain which explains a lot and the lack of training evident in the staff.
>There was a convention there for 3 days with travel agents who by the way were horrified by how the hotel was run and some of the travel agents complained on my and my wife’s behalf because of how poor the hotel was from top to bottom, the hotel was one of 4 visited and they openly said they would not advise any of there clients to ever come to this hotel
>The shuttle bus which was put on was the only saving grace by the hotel to the beach club as we would of gone stir crazy staying there with such bad service, cleanliness, poor food and generally 2.5 star at the absolute max
>Shanise who is head of the rooms is someone who is terribly rude and didn’t have any intention of helping me and my wife enjoying our 20th wedding anniversary, in fact we found her to be making it worse with her lack of professionalism and lack of depth with her poor people skills and bad attitude, this hotel will slide down the ratings as it should until the staff at the hotel are corrected and trained properly, the only time shanise tried to reach out to us was two hours before we was due to go to the airport and said can we have a meeting on how she can make our stay better, we politely declined as we had a plane to catch, this just shows how badly things are run at the hotel.
