My family and I spent a much-anticipated week during Easter week at Discovery Marigot Bay. I say much anticipated because I not only read the many other 4 and 5 star rave reviews on Trip Advisor, but we visited Discovery on our last trip to St Lucia in April 2007 and were bowled over by its location, its many amenities, and beautiful accomodations. I booked the trip over 9 months ago and was counting the days.
I’m sorry to say our experience was very dissapointing. Everything we saw a year ago is true. It is a beautiful resort. We had a suite with a drop dead view that overlooked the marina, and it was just as pictured, absolutely gorgeous. First class all the way with a stocked fridge, 2 HD tv’s, a gigantic bath, and probably the most comfortable bed I have ever slept in. The accomodations, the food in the restaurants, the entire physical plant were not the problem. The problem was poor communication, a badly-trained staff, and a management that has essentially turned a blind eye to the situation.
To fully list all that befell us would take up several pages. I am sending the general manager of Discovery the complete dossier of our experience, but for the purposes of Trip Advisor, a short list: (1.) a rental car for pickup at UVF arranged through Discovery 2 months prior to the trip…no sign of it or the driver upon arrival, no record of the reservation. (2.) a dinner reservation for the Saturday evening of our arrival made by e-mail 2 weeks before before the trip for the Boudreau Restaurant (that’s Discovery’s own restaurant)…no record of the reservation upon arrival. A reservation for the following evening at Rainforest Hideway across the bay made at the same time…no record of the reservation. (3.) When we finally got the reservation to the Rainforest Hideaway, we went down to the dock to take the much heralded solar powered Discovery ferry across the bay. Before we left the room I called the front desk to make sure the ferry was running, I was assured it was. At the dock we and a group of 4 other Discovery guests waited 15 minutes by a completely dark ferry, no driver showing up. One gentleman decided to walk back to the hotel and find out what the problem was, he came back and said the hotel said someone would be right down. We are now over 15 minutes late for the reservation. I persuade my wife to walk down to the regular ferry in the Marina Village. As we were waiting for that ferry, all the other Discovery guests who had been waiting for the Discovery ferry, joined us. No one from the hotel had ever arrived. We found later that the ferry was broken. The staff and managers apparently totally ignorant of this fact, and many guests were inconvienced. (4.) We asked the concierge if the resort’s speed boat could take us to the beach at Anse Chastenet for snorkeling. Oh no, absolutely not, that would not be possible. Why not, I ask. It is in a national park, and there are too many divers in the water. OK. So we drive there. At about 3:30 that afternoon we’re sitting on the beach at Anse Chastenet and imagine our surprise when the Discovery boat pulls up to pick up 2 guests. (5.) The nightly turn-down service is great. You go out to dinner and when you get back, the beds are ready, the bathroom has been cleaned and refreshed, etc. On the 5th night of stay, we came back from dinner and the room was as we left it. We were shocked. Maids night off? Who knows? So it’s not going to kill us to pull the sheets back ourselves, which is what we did. At 9:45 there’s a knock on the door. It’s the maid, ready to make up the room. My wife is already in bed, I’m in my pj’s. I tell her to forget it. At quarter to 10!!. (a post script to this: our son was sleeping on the pull-out couch in the living room, which the maids dutifully made up every night, until that fateful 5th night. The last 3 nights of our stay even though our bed was made, our son’s bed was not…for 3 nights in a row.)
Well, this is getting a little long, but there’s a lot more: staff in the porte cochere who adamently refused to get our rental car from its parking place or return it when we came back: pool staff who refused to help my wife find a chaise under an umbrella or even give her a terry chaise cover; dining room staff who would seat us (a party of 3) at tables set for 2 and then take forever to find a place setting; and an ending very much like the beginning—we had the concierge make a reservation for the Rainforest Hideway for our last evening’s dinner, when we got to the restaurant, the captain told us that the reservation had been made for 2 people, not 3.
Discovery has set a very high bar. They boast about being the only 4-Diamond AAA resort on St. Lucia, they are members of Luxury Small Hotels of the World, etc. Based on my experience they fall very far short of their mark. They are not in the same league with the Four Seasons which have their staff trained flawlessly; trained to not just fill their guests’ expectations but to anticipate them.
Oh if you’re wondering, I never complained the whole time I was there. Why? I was afraid to. Based on the poor service and attitude of the staff, I thought it would only make matters worse. I didn’t want my food spit in, or my rental car keyed. (Yes, I thought it was that bad.)








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