We stayed for 5 nights in a premier garden view room. Reception was excellent on check in, if a little slow and we were taken to our room in a buggy by one of the bellboys, who also told us where the amenities (restaurants, pool etc) were as we travelled to the room.
The room was lovely, very spacious with a sitting area and desk and a beautiful terrace with sunbeds, looking out over the gardens with the ocean in view too.
The bathroom is large with plenty of lovely toiletries, the shower, toilet and bath are in a separate area to the sinks which share their space with wardrobes and safe.
The bed was lovely, very comfortable, - 2 singles made into a king.
The room is equipped with a tv and an ipod dock which also has a clock on it also.
The room is supplied with tea and coffee making facilities however when we used specific tea bags and coffee we were disappointed that these were not replenished and had to visit reception 3 times during our stay to ask for more. In the end one of the staff brought us a box of the tea bags and said would that do which we found a little facetious. For a 5 star hotel we felt that these sorts of things should have automatically been replenished daily by housekeeping.
We added on the breakfast and dinner plan but did wonder if this was good value or not as the prices seemed to pretty much even out. Service in all 3 restaurants was superb in the evenings, we liked the Lido the best and I will put on separate reviews of all 3 of the restaurants. Breakfast was also served in the Lido and on occasion we found this a little hit and miss depending on the staff too. we asked for toast one morning and never received it, another day we asked for juice and this didn’t come and we had to ask again. It’s the little things that let this lovely hotel down and if rectified would make a great deal of difference, especially as the room rate isn’t cheap!
3 evenings the heavens opened and the rain poured down. It was difficult to get transfers back to the room after dinner each evening and we ended up walking back and getting very wet. We felt that the hotel should be aware of this and have drivers available with the buggies when this happened to help the guests stay dry.
Also turndown in the evening was a little too early as we were generally in the shower getting ready for the evening, it would be around 6.30-6.45pm. on one evening I felt told off by housekeeping for not answering the door to her – I was in the shower and did come out to her when I was decent!
The hotel is on a beautiful beach and really is in an idyllic location. I may be being a little picky with some of my comments above but when you are paying 5 star prices you do expect the 5 star service and I will take this into consideration when I am recommending the property to others.
All in all we had a lovely relaxing stay
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
September 27, 2012
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Thank you for taking the time to provide us with such valuable feedback! We're so glad to hear that you found your room to be lovely and spacious and that you enjoyed the beach and idyllic location of the resort.
Attention to detail is a hallmark of luxury service, and we're very sorry to hear that our Housekeeping and Food and Beverage service missed the mark on this on several occassions. The issues you highlighted are currently being addressed with our team to ensure that they are rectified moving forward. We also appreciate your feedback on the need for a more readily available buggy service on rainy days. Solutions to this issue are currently being discussed by our management team.
Once again, thank you so much for taking the time to provide us with such useful feedback.
We hope to welcome you back soon!
Elbow Beach, Bermuda
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.