“This hotel is so disappointing. It's an overpriced poor/average resort”
Today is our 2nd day here at the Grand Lucaya (yes, we're still here) and I must say it is very disappointing. I feel like we flushed $1,500 down the toilet. We have a so called “all inclusive” package only to find out it is really semi inclusive. There are so many gray areas in the package!! EVERYONE working at the hotel is confused about the “all inclusive package”; no one has a clue on what’s included and what’s not. Every restaurant or bar we’ve been to has to call the office to find out what’s included in the “all inclusive package.” The best types of meals are not included, bottled wine is not included, top shelf deluxe is not included, the bar is not included in the package and we all know that most people come to resorts for the bar, beach, and relaxation!!! On top of ALL OF THAT…service on the property is extremely slow and oddly most of the people are not that welcoming. Honestly, they have no clue. The first night we came we found a remote control under the covers which led us to believe that they never properly changed the sheets in the first place. The ad promoted that they have daycare on the facility..that’s a BIG FAT LIE!! So, to those that are coming with kids…be aware there is no daycare. The hotel is extremely dead if you want to do something fun bring a lot of $$ with you as there is NOTHING included in the resort. There is no activity under $45. On a good note, the hotel is nice I give it a 7 out of 10, the rooms are nice but small, the beach is really nice and clean..I give it a 10. The food on site is 4 out of 10 not great but you can keep it down in order to avoid starvation!! With the horrible service and confusion I would consider this being one of the worst resort that I’ve been too!! I read the reviews before I came here and I’m starting to think they’re all fake!
If you really want to come...stay away from the lower floors as the AC units are extremly loud.I hon...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
November 13, 2012
We are very sad to hear that you had such a poor experience at the Grand Lucayan. Our All Inclusive Program is very new to us, and is a very large program, and as most things when newly unveiled, they have a few bugs. And with feedback like yours we are better able to see where we need to make improvement.
We pride ourselves on providing our guest with exceptional customer service and we take each negative review and comment very seriously. While not an excuse, I think you were among the first guests to experience our brand new all-inclusive program, and we sincerely apologize if you felt that some of our staff was a little underprepared to meet your needs with good immediacy and attention.
Our guest services manager remembers his dealings with you and has made sure that all bars and restaurants have been made fully aware of all offerings so there will be no hesitation or confusion in the future. We also were under the impression that we had resolved the issue to your satisfaction while you were staying with us. If that is not the case, please feel free to reach out to us.
We would also like to address some of the other concerns that you outlined in your review: Firstly, the premium alcohol surcharge: All of competing all-inclusive resorts have surcharges for premium alcohol and bottled wine, so this is not something out of the norm. Secondly, as far as our restaurant offerings: We offer 2 high-end restaurants in the all-inclusive plan, including China Beach and Iris’ Bar, both excellent values.
In addition, we include our outdoor Fish Fry event, which takes place every Wednesday at 6pm, Friday Night Bahamian Buffet at Willy Broadleaf’s as well as Champaign Brunch on Sunday’s. I have also included a full list of all of the restaurants included in the all-inclusive plan.
In regards to your concerns that we do no offer day-care, we do, in fact, offer day care. This can be arranged by guest services, but is not included in the all-inclusive plan as this is a private service, run by certified childcare experts.
The all-inclusive plan also includes non-motorized watersports, such as Hobbie cat sailing, windsurfing, kayaking. Our water sports desk is located on the beach next to the pool deck at the Hammerheads Bar.
In addition, daily activities are included in this program; featuring Yoga classes, beach Volleyball, Water aerobics, golf swing lessons and much more. Tennis, on any one of our 4 Grand Slam course is also included.
The hotel does not directly provide island activities or excursions, perhaps that is what you you were referring to when you said you couldn’t find any activity under $45? However, we do work with several excursion operators, and the island has a range of fun activities for the whole family.
The all inclusive program was launched with the intention of giving our valued customers an all-encompassing vacation package at a great value. Your feedback has been heard and it is greatly appreciated.
Regarding your comment about the “Fake reviews” Trip Advisor has a very strict policy regarding user reviews, and we can only hope that the frequency and variation would testify to them being genuine in nature. We take great care to attend to each one individually to ensure guest satisfaction, as you can see.
Once again, thank you for taking the time to rate us on TripAdvisor.
Grand Lucayan Management
Willy Broadleaf’s - Breakfast – 7:00am – 10:30am – Daily
Hammerheads Bar- Lunch – 11:00am – 5:00pm –Daily:
Bar Service Sunday – Wednesday & Saturday, 10:00am -6:00pm: Thursday & Friday -10:00am -8:30pm
Havana Cay Cigar Bar –Bar Service – 5:00pm – 12midnight - Daily
China Grill - Lunch & Bar– 11:00am – 5:00pm- Daily
Dinner & Bar -5:30pm – 9:30pm –Sunday, Monday, Tuesday, Thursday & Saturday
Willy Broadleaf’s - Buffet Dinner – 6:00pm – 10:00pm
(Open Friday nights only and Sunday Brunch -12:00pm -4:00pm).
Iries Restaurant - Lunch & Bar Service – 11:00am – 6:00 pm
China Beach - Dinner & Bar Service - 6:00pm – 10:00pm Tuesday, Wednesday, Thursday & Saturday
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.