I want to give 5 stars for the resort and 2 stars for the service. The resort itself is beautiful, sitting on a little cove on the French side of St. Martin and only 10 minutes from the airport. The view as you walk to the check-in desk is amazing, and the beach is wide and deep with ample umbrellas and lounge chairs and was never too crowded like some other beaches can be. Most visitors were couples, both young and old; very few families as I imagine there's not too much for the little ones to do so it was nice and peaceful (no kids running around screaming). Our room itself was beautiful and had a separate living room area, the bed was soft and comfy, and the bathroom was big with a nice jacuzzi. The best part of the room is that you get direct beach access- you open your door and are literally on the beach.
Service was a big lacking in multiple departments, here are some examples:
- We paid $130 for airport transfers but when we got to the airport, the man holding a sign with our name did not offer to help with our luggage and barely greeted us, then took us to a commuter van and drove us to the resort in silence. We were told it would be a hotel car with cold towels and water, which we did not get. When we complained about this to the front desk, they apologized unenthusiastically and then REFUSED to cancel the return portion and refund the $65. Not a good way to start the vacation....
- Concierge was also unenthusiastic and seemed annoyed when we would ask follow up questions like "How do you spell the name of that restaurant?" and "Can you point it out on the map?" We really felt like we were bothering him even though ahem- that's his JOB.
- We walked over to the watersports shack to ask to borrow canoes to paddle around in and were basically told "There they are" and with the point of a finger, not even a butt cheek was lifted from a seat to actually help us.
- When we went outside to enjoy the beach, we had to open our own sun umbrellas, only 40 minutes afterwards did an attendant come to offer us a hotel and NEVER did anyone come by and ask us if we wanted cocktails or anything (which I ended up ordering through room service).
Overall, we enjoyed the vacation because the beach was so beautiful and our room was very nice, but we just didn't feel pampered like we have at other resorts. The service is definitely more "Caribbean" than "French" which I wouldn't mind if we were paying $400 for a place in Jamaica, but this was a $1200+ per night place, and the service was just not up to par.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
April 24, 2013
Dear Tiffany M,
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Thank you for taking time to share your feedback, both positive and negative, about your recent stay with us. While I am very happy to read that the beach and the room were to your liking, I truly regret that the service you experienced was not up to par. We take all our guest comments very seriously, especially when they are not happy with the service they encountered. I apologize for the incidents with the transfer and the attitude of our Concierge. Again, I am sorry that we did not meet your expectations. I hope you consider coming back to stay with us. If so, please contact us prior to your arrival and we will make sure to pamper you and try to make your next stay with us special and memorable.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.