I think I figured out the key to a wonderful stay at the Reef. We booked this hotel after reading all the rave reviews on tripadvisor and expected the same. At check-in, my husband asked the desk clerk if they could do anything special since we were celebrating my 30th birthday while we were there. The clerk asked if we liked to party (???). My husband told her that actually we were also celebrating the fact that we just found out we are expecting our first child, so partying wasn't going to happen. He asked if maybe we could get a room upgrade or something special in the room on the day of my b-day (he offered to pay for anything they did, including the room upgrade request). The clerk said there was nothing else available and handed us the keys in an envelope which already had the room number written on them. We didn't put up a fight and just went to our room, which was a standard hotel room with a king bed and adjoining bathroom. It was room 125B, on the ground floor of the newest building at the far North end of the resort. There was a small fridge, microwave, sink, and toaster in the area where you enter into the room from the front door. There was a door next to the "kitchenette" which connected to the neighborhing room.
The view from the room was awesome. We could walk right onto the beach from our porch. But then we noticed the huge pile of dirt and backhoe just 30 feet down the beach from our porch. And the swimming in this area of the beach was not good due to the sea grass and rocks in the ocean. You had to walk down the beach with all your stuff to the older sections of the hotel to get good swimming/snorkeling.
My biggest complaint while we were at the Reef was the noise. After arriving our first day, we decided to take a nap. That was out of the question. They were doing renovations and construction on the hotel (which no one had told us about). If the beep-beep of the backhoe didn't keep us awake from the beach, the sound of someone drilling into concrete on the other side of the hotel did. We finally gave up and drove to Georgetown/7 mile beach for dinner. The next morning, we were awoke at 5:15am by our neighbors. They weren't especially noisy and it didn't even seem that they had kids with them, but after seeing other rooms I realized that their kitchen area was right next to the pass-through door connected to our room. We heard them running a blender, washing dishes (clank-clank in the sink), and coughing through the door/walls. We could also hear their television going. We finally gave up and got out of bed, even though it was still dark. The next morning was the same thing at 6:00am. We tried sleeping with ear plugs and stuffing towels around the connecting door but the sound still travelled. We also tried turning on the radio in the room to a channel with no music to act as "white noise". Nothing worked. They were also doing construction on the hotel each morning but Saturday and Sunday so that just added to it. We got to sleep in until 7am on our last day there before the neighbor finally woke us up. We were so tired by the time we checked out. I wish we had just changed hotels or demanded they find us another room.
I wish the resort had just taken a few extra steps and this review would have been so much better. If they had gone out of their way to do SOMETHING/ANYTHING to make us feel special it would have meant a lot to us. We know this will probably be our last vacation for awhile, and the Reef did not make it a good experience. Also, if they could do something about the noise that travels from one room to the other through those pass-through doors, they really should. The only other negative responses I've read on here mentioned the same problems.
So, if you are considering staying here this is my recommendation: Get at LEAST a one-bedroom unit (not the studio/smallest one, or a "B" unit) or get the studio suite with the whirlpool. Everyone that has posted a positive review on here looks like they got a full kitchen/living unit which is the one bedroom or bigger or the studio suite with the whirlpool. The few negative reviews I saw all involved noise in the smallest room like we were given. Also, be comfortable with the fact that this resort is best for people who like to hang out at the hotel and cook their own meals while on vacation. We like to be away from the masses, but we also enjoy going out to dinner at nice places and seeing the sights. This hotel is kind-of far away if that's your preference too. Also, don't let them put you in the new units unless you are sure about construction going on. And last, if you have a special request be sure you e-mail the hotel ahead of time or demand they do something. Just asking at check-in will not get you results (I don't mean to sound demanding but on vacation I like to sleep past 5:15am). And we have never had a hotel not do SOMETHING if we told them we were there to celebrate a special occasion. I think a 30th birthday and expecting your first child is something worth celbrating. I just wish the Reef would have gone a little above and beyond and we would have had a fabulous stay instead of a disappointing one.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Management Response
Tom McCallum, Director
(Management representative)
May 16, 2008
Let me start by saying congratulations on your news... and a hearfelt apology for your less than perfect experience.
At the time of the reviewers visit, we were sold out, having had record occupancy this winter, so really didn't have any other rooms available at all.
There was construction on the resort for the past year or so, but up until the last month, we managed the process (time and type of work) so carefully that it was virtually not noticeable at all to guests. Unfortunately, when the reviewer stayed with us, we were in the closing stages of government inspections and when they show up, they aren't keen to reschedule that random fire alarm test.... so, to be honest, our resort manager had his hands full begging to minimise impact on our guests when we were full and could not relocate them... and, wherever he could, he tried to do whatever possible to look after any guests who were impacted.
We are ALL about service, so you can imagine this situation (though it has now past, thankfully!) was one that we found very difficult.
Clearly the reviewer was one guest who we were unable to reach or otherwise assist, so I would ask the reviewer to message me personally so I can try to work with them to arrange a repeat visit to theReef at their convenience, as I don't like to see guests have a poor experience.
Re snorkeling, there is in fact a large sandy swimming area within 200 feet of the room they stayed in, but perhaps on top of everything else they visited at a time when the water was rough and sea grass was washing around and obscuring this area so it all looked rocky.... looking out now, the sea is flat calm and gorgeous... but that won't make the reviewer feel better (sorry!)
Re the noise between units, I've just posted some other responses....a few at once, as I had to wait until I had a substantive response to this issue.
We do recognise that we need to improve on sound insulation on the connecting doors on our newer units.
theReef is known for our tranquility and peace and quiet (we have a "quiet resort" policy after 10pm, we don't allow personal watercraft etc).
As such, anything less than optimal sound insulation is not acceptable, so we WILL fix this.
We do want to make sure that when this is fixed, the job is done "right first time", so it took us some time to research what we believe will be the best possible solution.
We do now have that decision, and the custom solution we have decided upon will be installed in a test units in a few weeks from now. Assuming that works (which we are confident of), we will move as rapidly as possible to fit this solution to all affected units.
In closing, please come back.. there is nothing we like more than the opportunity to to make up for failing to deliver an excellent guest experience :) !
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.