The short version: Noise, cleanliness issues and hit-and-miss customer service left us with a bitter taste in our mouths. Overall we wanted to like the Graycliff, but we cannot ignore its major failings and we cannot recommend this hotel.
The long version: We stayed in the Graycliff at the end of November 2012 for 5 nights. We were on our honeymoon trip (got married last August) and our stay in Bahamas was part of a larger trip.
We booked a luxury room with the hotel, fully aware that we might be upgraded because of their honeymoon policy. Upon arriving our impressions were mixed as the hotel is across the street from dilapidated buildings on one side and the governor's mansion on the other side (this seems to be a general theme with Nassau). However the main hotel building and the little garden inside the hotel perimeter looked nice.
After talking to the receptionist we found out that they had indeed upgraded us to the "President's suite". Getting to the suite was rather interesting. One had to go through their main building (which also houses their primary restaurant), the hotel grounds (which have a fabulous looking pool) and eventually through their second restaurant to the rooms above it. When you arrive there you have to enter through a side entrance next to a parking lot and it almost feels like you are entering through a service entrance.
We found the President's suite very nice. There was nice antique–looking furniture and a lot of space. There were french doors and a balcony with a table and chairs. There was a very spacious bathroom and a spacious walk-in closet. Overall we were rather pleased, although it was not going to last very long.
For our first night we decided to have dinner in the hotel’s primary restaurant. Although this is a review about the hotel, here is a quick note on the restaurant. We found the food good; I would give it 4 out of 5 stars. The service however was pretentious and perhaps even snooty, which my wife and I found somewhat hilarious. And no matter what the Graycliff says, they do not have the best restaurant in town; if you want that go to Cafe Matisse (we sampled all the "good" restaurants in town).
And this is the point when things started turning for the worse. We returned to our room after a good meal (mediocre service notwithstanding) only to find that a live music band was under our balcony! Apparently every Saturday their second restaurant has live music and the musicians are situated right under the President's suite. At first we thought that the music would stop around 10pm like in most other places in the world, but of course this was not the case. The music continued and after multiple phone calls and a trek to the reception office to complain in person, they eventually stopped past 11pm. Of course at the time both my wife and I had developed a headache from the loud noise not to mention that we had to get up early in the next morning as we have a young baby who likes to get up around 5am every day.
The next morning we had determined to put this event behind us as were told that they only have live music on Saturdays. Unfortunately it was not meant to be. My wife went to shower and a few minutes later I heard screams coming from the bathroom. I rushed in and was shown the largest cockroach I have seen in my life. This thing had a body well over an inch long and meaty and although I do not consider myself squeamish, I had to think long and hard of how to kill it and dispose of it without trouble. But not before I took a picture for posterity (attached).
My wife was livid and she decided to complain to management vociferously and request a room change. We indeed did so and we were eventually met by a man who introduced himself as the manager. It was Sunday morning (around 9) and apparently he decided it was ok to greet us in sweatpants and slippers, but I digress.
We requested a clean/quiet room and were shown a couple of options. This included another “suite”, which we found dingy and unappealing. The second room he showed us was a normal hotel room, but at that time we were tired with the whole charade and decided to just take it. This last room was a most definite downgrade from the room we had earlier.
The rest of the days passed without major incident although we were now trying to stay as little time as possible in the hotel. In fact we seriously considered leaving Nassau early, but in the end decided not to let this bad experience completely spoil our honeymoon.
We never received any apology from the hotel about the whole debacle. In fact we did not even receive some of the basic services that they advertise (e.g. absolutely no Wi-Fi service was available, no turn down service, etc). We also have serious doubts whether the room that they had us stay was even the luxury room that we paid for (or their luxury rooms leave a lot to be desired).
By the way in my 20 years of international travel this is the first time I was downgraded because I complained in a hotel, but I guess there is a first for everything! Overall an amazing experience in this “5-star” hotel.
Finally and to end this on a lighter note: The restaurant that they had us staying over (and where the cockroach obviously came from) is called “Humidor Churrascaria”. Although we are not Spanish speaking we decided to start calling it “Humidor Cucaracheria” (for the Spanish name for cockroach) to have a bit of fun.
If you must stay in Nassau stay in the Hilton instead.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.