My self and my 15 year old daughter stayed at the turtle beach resort between 28/08/13-04/09/13. Before we decided to book at the turtle beach hotel through golden holidays we researched the resort on trip advisor and found the previous reviews to be quite accurate. Despite reading some terrible reviews we decided to stay at turtle beach resort even though we were in two minds but were convinced by the common comments of tasty food, a large pool, friendly service and a beautiful beach.
My experience at The Turtle Beach Resort will definitely be one that won't be forgotten. We arrived at turtle beach at 2:30pm via a private taxi with a driver named scout who works at the airport- a very friendly man. We were quickly checked in and received a warm welcome from a lovely desk lady named thesea- a lovely lady. We were informed the room was not ready yet so we were lead to the bar and received complimentary welcome drinks from the kind bartender Geoffrey.
Although our arrival was pleasant, after coming on a long, exhausting flight waiting for our room seemed almost an eternity when after an hour and half the room was still not ready...
We eventually got to our room and were pleasantly surprised by the size, cleanliness and the rare plasma television. At the time the only concern was a large gap between the door and frame which made it difficult to close the door properly. However we were able to lock it therefore we did not worry our selves and sat back and enjoyed our lovely room with very comfy beds.
The pool area was very inviting and clean however on closer inspection most of the sunbeds were broken and are very thin and therefore very uncomfortable! The pool is large although it is shallow all the way round which is good for young children as the the pool is a maximum of 4 feet deep but not practical for a proper swim, and the floor is VERY rough. A jacuzzi is located in the centre of the pool that is not easily accessible as the bridge leading to it was removed because it was broken. After the first day the jacuzzi stopped working and was not fixed throughout the further remainder of our stay.
We were really looking forward to the golden/white sand we were expecting but to our disappointment the beach was rough and was a dark, muddy colour with high sand banks making it a steep descent/ascent to and from the beach. The local fisherman fish on the beach and leave their catch to lie out on the sand for days which generated a terrible rotting smell apparent around the populated pool area on some days. There are also a few harmless story dogs who wonder along the beach. Watching these dogs doing about their business on the beach was a little off putting to swim in the ocean and made us cautious of where we stepped. Just to make you aware there are jellyfish in the ocean but it is a pleasant walk and a wonderful palm tree covered view, as well as a stunning sunset everyday.
No drink lists were available for all inclusive visitors so it was difficult to ascertain What drinks were available. Some of the bar-men are quite unfriendly but exceptions such as Mark and Geoffrey and others who are very welcoming. A guest can be made to feel as if they are causing an inconvenience asking for a drink (which had we had already paid for); service is very hit and miss depending on what staff member you are being served by.
The bar closes at 11 and the lights are switched off around the pool at approximately 12pm which makes it hard to see. We were made to feel like kids and to go to bed or go else where, which was difficult as there is no where else to go other than the small lobby area.
I was personally very disappointed with the food at the resort; being a vegetarian there are not many varieties of vegetarian dishes or dishes in general. A real concern was when my daughter tried the chicken on two seperate occasions and it was not cooked properly, was pink and still bloody inside.
Breakfast consists of a continental style with bacon, turkey sausage, a few local dishes, fruit, hash browns and a lady who serves eggs supposedly to your preference. However when I expressed "I like my eggs well done", she replied " All my eggs are well done!"
I was deeply offended when one waitress in particular would point to the sanitizer for us to use (point! And not ask; it was there for guests discretion- this was clarified by the manager) but did not ask others guests to use it.
If you are a late arriver do not expect a full food court as food is not replaced, which should not be the case in any hotel! The only toaster broke and was also not replaced either.
Although there are security safes in MOST rooms please note that not all of them work properly and are very technical from my experience. if you don't have one you should request a room with one provided or you may have to use the one behind the front desk, which to many would be an inconvenience I presume. Please ensure valuables especially cash is placed in the safe or is locked in a secure bag/suitcase at all times! As we had a bad experience when £90 was stolen from our room: we could not accommodate all of our valuables in to the safe so we kept them in a padlocked suitcase , but on one particular occasion forgot to lock it.
REP AND MANAGEMENT INVOLVEMENT
We notified the manager immediately and informed him of the situation.
He Persued it further by following the hotels security protocol. We were then told that the police would be informed who would carry out their own investigation, but were informed the police were preoccupied, therefore would come to the hotel in the evening; so we proceeded with our plans for the day but wanted to also inform our rep from Golden holidays Susan Ramrattan.
When I explained to her about the events that had taken place she was very unsympathetic and replied "Well this can happen anywhere in the world not just tobago, you should have locked everything in the safe!" offended by her lack of support of sympathy I replied "I could not accommodate everything in to the safe as there was not enough room and it has never happened to us anywhere else! It is still not acceptable that someone should violate our privacy, go through our bags and steal from us!"
We asked what she could do to help us but quickly said that she could not do much else if the the police have already been notified. I was very annoyed at her attitude, her lack of knowledge as our rep along with lack of enthusiasm to try and correct the situation. I ended the call feeling very frustrated and let down.
When we arrived back from our day out Susan was waiting with the general manager mr Leslie Amedee. Susan had realised that I was not happy with the way she had previously spoken to me and proceeded to make excuses that she could not hear me properly in the previous conversation.
I went on to explain how distressed I was and how unsupported I felt by her comments to which she replied "Well you didn't sound very distressed on the phone." I could not believe what I was hearing and expressed how she was making a bad situation worse! I was outraged how a rep should behave in this way to the extent when another guest witnessed what she said and was equally appalled.
Mr Leslie Amedee was equally unsupportive and said that he tried calling the police on several occasions but did not keep me informed on what was happening. This left me feeling more distressed, which led me to believe they did not take the complaint seriously.
Apparently we were not able to go the the police and that they had to come to us; so hoping they would arrive like the manager had previously told us we waited for hours on end, but unfortunately the police never came and the manager did not even have the courtesy to notify us...
It also transpired that another male guest at the hotel with his daughter had money missing and had personal items tampered with as well as more guests at the hotel. This included perfume used, stolen shorts, unopened food eaten and scotch drunk. This gentleman also made a complaint in both mine and my daughters presence and was also told to continue waiting for the polices arrival.
As no effort was made to communicate any information with us we approached mr Amedee ourselves and he told us "I tried to call the police but they said they would not come this late at night." To our outrage we questioned why he had not informed us as we were still led to believe at 12am they were still coming. Mr Amedee became defensive and did not try and help with the situation but walked away during mid conversation.
After that night he no longer made any attempt to communicate with us and did not try and resolve the situation once again and at this time I realised I was not going to be supported by the management of the Turtle Beach Resort. This impacted the rest of our stay at the resort as we constantly felt paranoid, and insecure in our own room and was finding any excuse not to stay in the hotel...
My self and my daughter tried to enjoy the rest of our holiday and continued with a tour we booked the following day. When we returned no one from the management approached us, the only thing we were greeted with was a letter from Susan informing us that she tried to see us at the hotel. We later approached the other gentleman who made a complaint asking if the police had arrived that day. He stayed in the hotel for the whole day but still no police had come to see us.
The following day we were returning back to the UK and was still disgusted with our treatment from the hotel management and that nothing had been done to resolve the situation. No apology was received from the management or from mr Amedee and no police had seen us or delivered us with a police report...
At this thought I went to see Mr Amedee myself and it emerged that when we returned from our tour the police had arrived but because we were not present at the hotel they left. We were not informed of their arrival the whole of the previous evening by
mr Amadee or from our rep Susan who also knew this information.
I questioned mr Amedee why the police did not come to see the gentleman who had made the other complaint; "because all of the focus was on you" he said, followed by "the police don't get involved in Petty things like that." I could not believe my ears and expressed how one complaint is as important as another; I left his office flabbergasted after he promised to hand me a police
report before I left for the airport that he would personally collect from the police station right away...
I never received a police report and I never received an apology
from the management! The matter is left unresolved so now I will be
making an official complaint to the hotels management committee. I have travelled all around the world
I have stayed in three, four and five star resorts but have never experienced such a negligence from staff management and representatives.
I hope that no other traveller has this kind of experience in
this resort. Please if you have had similar experiences let other travellers know.
Would I return to Turtle beach hotel? No!
Would I recommend Turtle
beach hotel? No!
I would however come to tobago despite our horrendous experience with the rep and hotel management we met some lovely people many who was staying at the Turtle Beach resort there were more supportive than the rep and the management put together so thank you to everyone who was so supportive to us.
To those who want to travel to Tobago and want to experience the great trips that we did, I highly recommend Daryl's tours who is located on pigeon point by the pier, and Han's tours. Both are amazing guides and will give you an inside in to the culture, people and natural beauty of the island and their passion for the island will make you fall in love with Tobago.
We also met some lovely people and experienced real Tobagon hospitality from the locals, and that there is a real lovely culture of people in Tobago!
We will definitely be returning to Tobago without question but we will not stay at The Turtle Beach Resort! Go at your own risk!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
October 5, 2013
First and foremost, our sincere apologies for unfortunate incident with the missing cash, which certainly been a serious concern for us. It is unfortunate that the matter was dealt with better and we certainly acknowledge this.
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We do note the some of failings highlighted in your review and we will work assiduously to improve in these areas.
Once again, our sincere apologies and I do hope this experience does not mar any chance of you visiting us in the not too distant future, where we can certainly show that we could do better.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.