I should have known. We stayed at the royal towers during a layover on a trip to the islands last year and were less than impressed with the crowds and spotty service that comes with mass tourism. This year we decided to throw money at the problem and stay at what was supposed to be an ocean view 2 bedroom suite at the reef which like the cove is supposed to be a little more upscale.
We arrived for check-in after a nine hour flight with three small children at almost 6pm to be told that our room wasn't ready. They also had no idea when our room would be ready so they sent us to a buffet dinner while we waited until they called us. This was less than ideal as the children were exhausted but we went to the dinner and waited for them to call. They never did so we went back to reception. The following hours showed a level of low integrity that I have seldom seen in the hotel industry. We were lied to continously (the room will be ready shortly) and left standing at reception while the incompetent receptionist and his supervisor Miguel would disappear into the back room for 20 minutes at a time. Finally as I was about to be forced to make makeshift beds for the children in the hotel lobby who were at their wits' end they gave us one room to wait in. We moved the family up there and put the children down. When again we didn't hear from them my husband went back to reception to be told "well you have your room now" to which my husband politely asked how they expected 3 adults and 3 children to sleep in one bed?"
3 hours later we were given our room. Not the ocean view room we had reserved but a room on the ground floor overlooking a construction site. We woke up the next morning to the sound of bulldozers bulldozing 30ft from our bedroom window. Any attempts to change our room after that were in vain as the hotel was "completely booked" according to reception.
Compensation for our troubles? We were offered a run down limo service back to the airport.
What I did think was funny though was their continuous customer service cards and phone calls asking if we were enjoying our stay and was there anything they could do to make our stay more enjoyable? When I politely explained our ordeal, they all said they would look into it immediately and we never heard back from them again....
- Also Known As:
- The Reef Atlantis Hotel Paradise Island
- The Reef Atlantis Hotel
- Reef Atlantis Paradise Island
- Reef Atlantis
- Reef Atlantis Hotel
- The Reef Atlantis Bahamas/Paradise Island
- Official Description (provided by the hotel):
- Located directly on Paradise Beach, guests enjoy miles of white sand and ocean in their backyard with all the wonder and excitement of Atlantis on their front doorstep. The Reef features studios and one- and two-bedroom suites offering all the conveniences of home with a full kitchen or kitchen area complete with linens, cookware, table settings, refrigerator and private balconies with water views. Guests of The Reef enjoy a semi-private pool, shared only with The Cove Atlantis, Starbucks lounge and are closest to Bobby Flay’s Mesa Grill ... more less
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