The arrival was warm and welcoming, however commuting via car made it impossible to locate the hotel, as there were no road indications. Furthermore to our surprise, the hotel does not offer car-washing facilities (though this was confirmed it could be done by the valet), which is a standard for luxury properties in Mauritius. This sense of acknowledging guest requests and then not providing the promised service is a trend we valued from this property.
The Deluxe Room quality and design was average. The room was not pre-air-conditioned and very humid, allowing for a mouldy smell to overbear the room. We had requested an air freshener and yoga mats to the Butler, but were never delivered. Overall the Butler services brought no added value as they did deliver to our basic requests. Furthermore the floor was dirty to the extent that our feet were covered in black dust from the lack of cleanliness. Spacious bathroom, walk-in closet, separate bath and shower. However one set of bathroom amenities were provided though we were two guests. The bathtub took 15 minutes to drain whilst making an unbearable noise! The turnover amenities offered in the room were not of 5 star quality, the fruits were dehydrated and bruised. The most important area of concern is that an employee entered our room at 23h30 as we were sleeping, without knocking!!! For reference, upon departure no one was aware of this incident and we had to report it to management in an email after leaving the property.
The Iridium Spa was the main reason we decided to experience the hotel, however the Jacuzzi and steam bath were out order, which was not informed upon arrival or at the time of booking (which was made a day prior)! We scheduled a Detox Double Massage Treatment which overall was enjoyable but not an unforgettable experience. The infrastructure of the spa is truly exquisite and has the potential of being the best spa in Mauritius! However they have a long way ahead to living up to that potential. We waited on a privatized balcony for over 45 minutes as they were late for the scheduled treatment. The two masseuses or receptionists (no way of knowing as they did not introduce themselves by name) present a so-called “guest health survey”, the poor design of questions did not allow communicating any particular health issues. This survey took more time to complete than time the masseuse actually cared to analyse it further was our feeling. In terms of the facilities of the private double treatment room, they do not offer women size bathrobes, slippers nor undergarments (only offer small boxers). After finalizing the treat we were offered a hot beverage, poor quality local tea, where the water was lukewarm and the tea was flavourless.
Simply India: Being big admirers of Indian cuisine, we could not wait to try chef Atul Kochhar’s food. However we were not able to fully appreciate the meals as all of the dishes were served lukewarm. Furthermore we did not value that there was a thorough development of flavours, spices and plating design. We are accustomed to Le Saffran at Le Touessrok, which Simply India did not live up to.
1904 Bar: we decided to have a drink at the bar on the terrace after the dinner at Simply India. The Martini Vodka was nicely presented, however the barman had put 4 olives in the drink making it taste like olive juice, very disappointing from a 5 star property.
Breakfast at Le Manoir Dining Room: the breakfast room in itself was very dark and the selections of dishes from the buffet were not replenished regularly and were left with virtually no options for a guest arriving at 9h45-10h00. Furthermore the fire alarm went off 5 times due to the toaster that was not switched off, what a way to start your day. One of the acquaintances of that morning was of their unusual star attraction "Kevin the fish" that acts as an unusual added value for guests dining alone which is interesting… On a positive note they have a dedicated barista who specializes in making coffee at the Resort, a real unique selling point. By far the best coffee we have experienced in Mauritius!
Lunch at The Boathouse Bar & Grill: The boathouse bar & grill is in an exceptional setting, with a beautiful view on the ocean. They offered a special grill buffet as well as an a la carte menu for lunch. We were hesitating to take the buffet or not, which looked very appetising! However we saw that the fresh langouste, which had been stored on fresh ice, was now lying in a pool of water that could easily be subject to foodborne illness. Therefore we decided to go for a simple Caesar salad and a hamburger, but even that was by far disappointing. The timeliness of the service was simply catastrophic, the order taking 40 minutes to arrive at the table. There was no communication on the status of the dishes, we had to get up and ask the waiter what was taking so long. Especially when the meals were served, the waiter forgot to prepare condiments for the burger to which we had to wait an extra 10 minutes as the ketchup at The Boathouse was expired and had to go to another restaurant. The “good” ketchup delivered had an expiration date of the day after, which we highlighted to the waiter to avoid a problem arising the day after. The Caesar salad was pleasant however the burger was drenching in it’s own juice, which lacked flavour and structure, as it has stayed too long on the pass before service. However we met with the head chef who was very welcoming of our comments and confirmed that they were completely justified. His humbleness and kindness was the main highlight of our experience at The Boathouse.
Departure: what astonished us the most is that at departure no acknowledgment was made to the troubles we had encountered during our stay. Even our one night stay sufficed in experiencing all of these problems, which were left unresolved and quite frankly unaware of until we put forth our comments to management.
Overall: it’s difficult at this moment in time to recommend the St Regis as we value from our stay that our basic expectations of a 5 star resort property in Mauritius were far from being met. Though the product has potential to strive in the luxury market on the island, the quality of service, service recovery and efforts to make our experience more enjoyable were non-existent. We have to agree with the previous comment that the St Regis is far behind quality offering by Four Seasons & Touessrok. However we only hope that the service will improve in the coming months and deliver to the St Regis brand standards and promise of a luxury resort.
- Also Known As:
- The St. Regis Mauritius Resort Le Morne
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