Based upon other reviews and the proximity to the airport and marina, we booked this hotel for two nights, one night before our cruise and one night after. What a huge mistake!! I do not know how other reviewers could say that their check in was "quick" and the Staff was "super nice". There was never more than one person behind the counter working at a snails pace even though there was a line of people waiting to check in. Also, we never got anything but attitude from the staff, except for the lady that ran the boutique. On our first check in, we were told there were not pool towels at the time and to check back in an hour. We were told to use our room towels in the mean time. Since the room towels were paper thin, and we only got two, and I mean two towels, no hand towel, no wash cloths, just two old towels. In addition, the rooms are decorated with old wicker furniture, and were filthy. My feet were black from walking across the floor. We decided to grab a beer and and a bite and check back in an hour. Big mistake on grabbing a bite. My husband ordered the crab cakes. They smelled of old grease so strongly I could not stand to sit next to him. They also did not have any crab in them:(( Although the bar had a nice IPA on tap, our excitement quickly dwindled since after two beers, the tap blew and we were told that they did not know when they would get anymore. So...we decided to go get beach towels and try to salvage what as left of the day. We were told sorry, no more towels for the day, so we ended up spending the rest of the afternoon on our patio since the beach chairs are filthy and dilapidated. The only thing that salvaged the day was that we noticed another establishment down the beach. We walked down around 6 pm and found a rustic but cute restaurant and bar on the beach. We checked out their menu and all the seafood was fresh picks daily. We each had the cream of mushroom soup - homemade and made to perfection and the mahi mahi, served with spinach sautéed to perfection and rice. This definitely made up for going back our well below average room. We ended up having lunch there the next day, as well as every meal on our return stay. The kicker was when we checked out they tried to charge us $100 more than our reservation rate. When our taxi asked me what the hold up was I apologized for his wait, but that my husband was trying to correct our bill. He said that this was a common error at the hotel and was becoming a big problem for the guests. The only reason we returned after our cruise is that we did not have internet during our trip and could not book another hotel. This is a busy island, and we did not want to risk getting stuck without accommodations. They only nice thing about this hotel is the nice beach, that is why it got two stars.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviews are very important to us at Emerald Beach Resort. We are always working to make improvements at our Resort to ensure that our Guests enjoy their experience here with us. We always try to have 2 front desk clerks behind the desk during our busiest times during the day, and do apologize if you had to wait at check in. We employ a very friendly and hard working staff and they always try their best to meet our guest’s needs.
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We do provide complimentary beach towels to our guests and our goal is to provide clean fresh towels at all times for our guest’s convenience. There are circumstances at certain times that may prevent us from reaching that goal, and we do try our best to have the beach towels available at all times.
We have a wonderful restaurant and wait staff and would never serve Crab Cakes that did not have any crab in them. I am sorry that we did not satisfy your taste, but we do receive many praises and positive comments about our restaurant and the food that we serve.
It is never our intention for our guests to encounter problems at checkout and our staff would never intentionally cause a problem. I assure you that this is not an everyday occurrence and we are sorry for any delay that it caused you.
We at Emerald Beach Resort do our best every day to provide a wonderful Caribbean Resort that offers great quality, friendly and gracious customer service; at the best price that we can. We want all of our customers to receive great value for their money!
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.