Le Saint Geran is the fifth hotel we've visited in Mauritius (having previously stayed at The Residence, Heritage and two now LUX resorts) and until this one we've only ever had exceptional holidays on the island so continue to go back. This hotel cost far more than the others so we expected something even better than what we'd had before but we were sorely disappointed.
The main problems were the food, the prices, often indifferent service, there was nowhere to sit around the pool and overall that these things did not meet our expectations for a well regarded 5 star hotel.
We are experienced travellers both for work and leisure and only really stay in 5 star hotels for our holidays and this hotel had the worst food we've had on any of our trips. At dinner most of it was fine if often unexciting but the breakfasts and lunches were awful. The breakfast items are cooked and left to go soggy and cold and the lunches were very expensive and not up to the quality they should be, eg scraggly bits of chicken served in stir-fries and soggy sandwiches. In contrast we can still remember meals we ate 8 years ago in the Beau Rivage (now LUX) as they were so good!
We're used to high prices but the salmon bagels at lunch (with not good quality salmon) cost £19.50, orange juice was £7 per glass and in the spa area fruit juice cost £11.50 for a small glass which we just thought was extortionate! One day we borrowed the hotel bike and went down the road for lunch at The Longbeach, with its many restaurants to choose from, nice food and lower prices we were disappointed to return to our 1 bad lunch restaurant!
The other thing that really spoiled our holiday was the layout of the pool area which meant there was nowhere to lie by it to sunbathe during the day. We don't particularly like lying on the beach where trawlers can bother you and prefer sitting by the pool off the sand normally but the St Geran pool area was mostly taken up with tables for dinner so there were literally only 7 sun-beds by the pool. By mid afternoon that area was completely shaded over as there were so many palm trees it is a very badly designed set up. We ended up sitting in the spa area which had a small pool and a few beds around but with the prices of drinks, no service there and no atmosphere it wasn't what we were hoping for when we booked it!
In other Mauritian hotels we've had service second to none with your every wish catered for to the extreme but at this one we had to hunt down towels for our beds, waiting staff were often more interested in chatting amongst themselves than serving and people walk past without acknowledging you. Some people were lovely but there was no consistency.
This hotel was a recommendation from someone who had stayed there before many years ago when it was twinned with Le Tousserok so we can only assume it's still trading on its old reputation as there was nothing about it that would make us want to return there based on our stay.
So as not to give a completely negative review, the good things about this hotel were that all the activities were included eg bikes, watersports, table tennis etc which was nice. They also have a great watersports teams who taught me to sail a hobiecat. There is also a lovely pond as you go in with ducks and geese which was lovely to see.
I wouldn't recommend this hotel and would probably give it 3 1/2 - 4 stars based on the food and service which didn't match up with the higher than 5 star prices!
Entertainment each night is quite loud and clearly audible from rooms near the pool
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
January 6, 2013
Dear “Rachel G86”
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Thank you for your feedback on your recent stay at One&Only Le Saint Géran. I am glad that you enjoyed the watersports but regret to hear about your experience which is certainly not consistent with the standards for which the Resort is known and which our loyal guests often compliment us on.
I am concerned by your feedback about the quality of our food, as our culinary team led by Executive Chef Karim Hassene goes to great lengths to provide the highest level of cuisine at our 3 restaurants. I will review this with the Food&Beverage team to ensure high quality produce whilst we strive to keep our beverage prices competitive to reflect other five-star deluxe resorts on the island.
I regret that the size and expansive nature of our pool area which is part of a 60-acre property caused some inconvenience for you. Our other pool located at the Spa (adult only) is more anchored towards privacy and relaxation, therefore quieter than other sections of the Resort.
I am also sorry to hear that our service did not meet your expectations. We always strive to provide professional, efficient and caring service and all of our team is trained according to the philosophy and service culture of our hotel. We take great pride in our team members’ warm service and have many guests commenting on this service. However, I am a firm believer in continuous improvement and want to thank you for sharing your feedback to re-energize our total customer focus and ensure all team members uphold the One&Only standard.
Once again, thank you for taking the time to share your comments so we can address these issues and review our service and facilities for all guests. Guest feedback is critical to our service improvement process.
Charles de Foucault
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.