We visit Jamaica often, and after a long covid hiatus we were looking forward to finding somewhere we could return to time and again. The property and setting are exceptional, but the service fell far short of what we expected from such a storied property. At best, I would describe the hospitality as nonchalant, at worst it’s unwelcoming. This is a mismatch from how Goldeneye is marketed and what our expectations were for a warm and welcome stay.
Pros:
-Property is stunning, multiple beaches and pools abound
-Room is well appointed, luxurious linens and robes
-Kevin at Bizot has infectious energy. He wasn’t even our waiter, but was so friendly, he made quiet an impression on our little one.
-Almarie and Simone were very warm and welcoming, great waitresses.
-The entire Bamboo Beach Bar staff were friendly and engaging
Cons:
-Property entrance is difficult to find, when we called for some help in finding it, the call was very curt. I would have expected a pre-arrival text or phone call a day before checkin, especially if they discourage driving yourself.
-Check in experience left something to be desired. 1 young lady gave us vague instructions about unloading our luggage and parking elsewhere on the property. In the checkin area another young lady greeted us nonchalantly and gave us a clipboard to fill out. She was not very welcoming, and seemed to be preoccupied with her phone. We were told our room was ready, but the check in process still took close to 30 minutes. We were offered a welcome drink by the 1st young lady, at the latter end of that 30 min window, right before being walked to our rooms.
-The check in experience set the stage for the service that was to be expected over the course of our stay, other than the highlights noted. Overall it just seemed like a disconnected experience, and perhaps an age or training gap. For example, the grounds men we encountered walking the property during the stay seemed to give a warmer welcome than some of the guest facing staff. And all the groundsmen did was say good morning.
-Dining quality was good across the 3 restaurants, but menus became repetitive over multiple days (we stayed on property the entire time)
