We just came back from a 6 night stay at The Regent Grand. It is perfectly located right at the heart of Grace Bay -- about 2 miles on the beach to the Gansevoort and 2 miles to the Leeward / Coral House. Also, the resort sits within the Regent Village; a complex that includes the Vix (for the complimentary breakfast), other restaurants, stores, Teona Spa, and Villa Renaissance. It was very convenient to walk to dinner, ice cream, supermarket, and stores. Mostly everything was within a couple block walk. We stayed in a studio room with direct pool views. The room was spacious with a small kitchen but the bed was uncomfortable and we didn't get a good night sleep the whole time we were there (probably should have mentioned something to the staff while we were there though). The pool is great; we stopped by the Villa Renaissance and the pool at the Regent Grand was much nicer! The breakfast at the Vix was good -- scrambled eggs, sausage, bacon, mushrooms, potatoes, bread, bagels, yogurt, whole fruit, and cereal. If you wanted to order any thing ala carte, there would be an extra charge. I just wished that there was more fruit options - berries or melons. Also, we took advantage of the free bike rentals one morning - a very nice feature, though our bikes could use an upgrade. The staff at Vix and the resort were always very nice and accommodating, however, there were some inconsistencies and communication issues at the resort --
-Credit for taxi to/from airport. We were told that the hotel could not pick us up at the airport and that we should take a taxi ($26 each way for 2 people). The hotel's website mentions a credit so I inquired before arrival and was told that there would be a credit. However, the credit wasn't on our bill and we had to ask again for it.
-Dinner reservations. Since it appears the concierge changes every couple of hours, there are some communication issues between the change in shifts. We found this when we were trying to change the dinner reservation we had at a restaurant that doesn't open until 3PM.
-Spa reservation. Again, we had an issue making the appointment and had to follow up twice. We were told that we should have received a voucher for $30 off a treatment in our rooms, but we didn't end up having it. We checked back with the concierge who said they would provide it when we left the appointments. When we left for the appointments, we checked again and the concierge said that we wouldn't need it and she would call over to the spa. Needless to the say, when we were about to pay at the spa, they had no idea what we were talking about. However, we did end up receiving the discount.
-Teona Spa lacks the frills - no sauna, robes, or couples room. It is quite small but very clean. My husband and I received swedish massages that were great, but the therapist never checked in to see if the pressure was okay or ask what we preferred. Also, there was loud knocking noises towards the end of our appointment and my therapist actually stopped to speak to someone outside of the room. Unfortunately, that ruined the last part of the massage.
-Water distribution. Upon check-in we received two bottles of water in the room, however, over the stay, there was inconsistencies with distribution of bottled water by the pool/beach. For an island where you're not supposed to drink the tap water, I would expect that a top notch resort would provide water more readily.
-Check-out process. We were a little disappointed by the check-out process at the resort. I would have expected the staff to contact us the night before to alert us what time we needed a taxi for (after all, they did ask us on our check-in form for our departure flight information) or to see if we needed help with our suitcases.
None of these issues are major since they ended up working themselves out, however, in my opinion this does make a difference between a 4-star and a 5-star resort. At a 5-star resort, I would expect flawless and consistent service. We've stayed at the Four Seasons in Maui, Rayavadee in Krabi, and other 5-star properties before and this didn't quite live up to the same expectations.
However, as mentioned this is a great property in an excellent location, just be aware that it may not be exactly 5-star quality if that is what you're expecting.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.