They’ve taken my money, offered no solution, and expect me to pay again
Feb 26, 2026 Vanessa V
Booked a stay at The Royal at Atlantis and was given no refundable rate option at the time of booking — only non-refundable. I also purchased the recommended travel insurance, which turned out to be essentially useless and did not cover anything meaningful in this situation.
To be clear, I didn’t book this trip recklessly — I was 100% planning to…
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Booked a stay at The Royal at Atlantis and was given no refundable rate option at the time of booking — only non-refundable. I also purchased the recommended travel insurance, which turned out to be essentially useless and did not cover anything meaningful in this situation.
To be clear, I didn’t book this trip recklessly — I was 100% planning to go. I always book refundable - just in case - it just wasn't an option. Then a major blizzard came out of nowhere and buried New England in roughly 30 inches of snow just days before leaving, completely disrupting travel across the region and making it impossible to get there. I reached out immediately to simply move my dates so I could still visit and spend my money at the resort. They have a casino -- of course I wanted to go spend money there!
The “solution” I was given was unbelievable:
--> Cancel the reservation.
--> Rebook at current (higher) pricing.
--> Pay for a second stay in full.
--> Complete that stay.
--> Then, after leaving, submit a refund request for the original booking through a virtual agent — and even then, it is not guaranteed.
Let that sink in.
They already have my money. They are providing no workable solution. And their answer is that I should pay them thousands of dollars again and “request” my original payment back later to be "considered" for refund.
That is not flexibility. That is not hospitality. That is not luxury.
What makes this worse is the complete lack of meaningful support. Every response felt scripted and repetitive, more like interacting with AI than a luxury hospitality team. There was no ownership, no empathy, and no real attempt to provide a workable solution.
For a property that markets itself as ultra-luxury, the customer service is anything but.
If you book here, understand this clearly:
Non-refundable means truly non-refundable (like it should, but being human and understanding should count for something as well). I didn't create a blizzard and only wanted to change my dates of stay. Travel insurance likely will not help you, and even in the event of major travel disruption, (especially at this resort) you will most definitely be expected to pay twice and hope for a refund later.
If this is a beautiful property, I'll never know. But I definitely know their policies, which makes it very hard to justify ever booking here again (spoiler: I won't).
The way this has been handled is unacceptable.
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