We stayed for one week on the Island Pearl side of the resort, with the expectation (and as led to believe by their website) these were the higher end units on the property. Well, here's our take:
The Pro Side: Location location location. You can't fault it. The beachfront units also have great patios. The master bedroom is a good size and there is lots of storage in there.The staff are very good, right from the women who clean the rooms to the fellows who haul out your beach chairs. Always cheerful and friendly. The pizza place behind the bar is really handy, good to take back to the room and eat on the patio. The dive shop- they were great as well. The owners are on site and visible, but not always effective.
The negative side: The room itself was in dire need of serious maintenance. We went without a hot shower for 4 days until the owners finally changed out the hot water heating system to the unit. To their credit, they did try to fix it repeatedly, and then finally gave in and changed it out. Although they apologized, there was no offer of compensation, they didn't even buy us a drink to say "sorry". Also- the kitchen in the units is about the most awkward design I've ever seen. There is virtually NO countertop. We rented the unit specifically so we would have a full kitchen. The fridge was completely rusty and the lower shelves were full of water so nothing could be put there. This was mentioned to one of the owners on the first day we were there and never repaired. There is not even a plug for the kitchen sink- we asked for one and although the maintenance man came by and looked, he never did come back. A little difficult to do dishes- and I am still unsure how the chambermaids did the dishes which may have been left behind undone by other guests? The timing of breakfast service is unfortunate. Those who sign on for the first dive of the day are supposed to be able to get breakfast from 7:45 am which still makes it a tight squeeze to try and eat, get organized and on the boat in time for the 8:30 departure. Why not move it to 7:30, and ensure the staff has it ready to go? The dive shop cautioned us it was not always ready to go at 7:45 and not to count on it. We just made our own on those days. Another comment is there is a screen of trees between the units and the beach, which does provide shade but also impedes the view from the beachfront units. If you want to watch the sunset, you can't do it from your porch, you need to go down to the beach. Also- the second day we were there, we came back from diving to find one of the mattresses off one of the beds in the second bedroom had been removed. We walked in to the unit to find sandy footprints all through the ground floor (we thought the unit had been broken into!) and the bed gone! When we questioned this at the front desk, we were told "Oh, they must have needed it". It then reappeared the next day. Now- we were not using that bedroom, but we were certainly paying for it, and the whole episode was just strange. The upstairs porch screens were torn and the area itself seems like a waste of space. The louvered windows (the louvers won't open) block the view so the area is just a dark unfortunate space. Perhaps if the weather was bad and the outside porch couldn't be used you might use it, as there is no inside sitting area on the main floor of the unit apart from the dining table. We just kept the door to it closed to keep the bugs out. When we arrived there were stacks of beach chairs in front of the porch, very high, so when you were sitting on the porch you could not see the beach! We asked the attendant not to stack them so high and he happily complied, but this is something the management should notice. The trees in front of the hotel are the "roost" for a huge flock of grackle type birds, which arrive around sunset and overnight in the trees along the beachfront. Their droppings and noise (incredible- you can barely have a conversation on the porch when they are there) are a serious problem. They quiet down after dark (unless disturbed, which causes a whole flurry of squawking) and then start up again around 4:30 am. This is why we are rating the sleep quality as "poor". Nature is one thing, but this crosses the line to nuisance. The staff were very frustrated trying to keep up with cleaning all the droppings on sun chairs and on the dining area of the restaurant. Not pretty. There are things the owners could be doing to discourage the birds. My husband also got really tired of being hit up every time he walked past by the tour operators who hang out between the bar and the Island Pearl side of the complex.
In summary: We had high expectations, some of which may have been our mistake. But- if you look at the website and the Island Pearl section, you will probably agree they have branded these units as something special. They certainly didn't meet our expectations, and we are not unreasonable. We have travelled through Central America and Mexico and stayed in various types of accommodation, and we aren't looking for super luxury. However; If we had known about the things I've listed here, we probably would have made a different decision about where to stay. I certainly don't want someone else to go into this resort expecting a high end room, other reviewers have used the term "rustic", and that pretty much sums it up. I heard the comment from some other guests the resort is for sale, and if that is true may be why the lack of maintenance.
We would return to Roatan, but stay somewhere else- there are lots to choose from.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
March 23, 2013
I am really happy you enjoyed our stay, location and staff.
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As we explained during your stay your room was recently upgraded with a new propane tankless hot water heater. We did have issues on the first two days of your arrival where the water either came out cold or too hot. We went through the adjustment process with the manufacture and found the unit to be faulty. We offered to make it right with you and all you wanted was the hot water tank fixed which we put back in the old tank and you said you were happy with. We put the original one back in after the second day which you said was sufficent.
We have a great staff and it can be stressful when you look at the dive schedule realizing the first boat leaves at 8:30 if you get breakfast at 7:45. Fortunately breakfast usually starts around 730 with coffee ready by 7. When you show up at the dive shop your gear is always ready for you and laid out by the Diveshop. We are not in such a hurry here that we have ever left anyone eating breakfast while they watch the boat drive way and more often than not leave a couple minutes late to make sure we offer. To any future guests I would suggest to relax... your on the island now... leave the appointment book in your car at the airport and just enjoy your time here.
Yes we have coconut trees that block 10% of the view from the porches. I am not willing to take them down and the birds come and go... its part of mother nature. These type of problems usually lead me to believe that perhaps a concrete resort with a big pool, no trees, wildlife and huge kitchen should have been a factor when you originally booked your room. We like the birds, iguanas, butterflies, geckos, sandcrabs, orchids, coconuts, etc...The room you choose has a kitchenette (small kitchen) and we try to maintain the natural beach/jungle feel without it over growing here. Definetely not your style and I appologize our resort can not provide what you were looking for. I believe our website pictures do clearly outline what the room you chose has to offer and we have a reservation staff to assist guests with any questions, comments or concerns regarding room selection.
As I stated during your stay... I am happy to make it right with you as I felt and feel horrible about the hot water problem in your unit and you can contact me at any time to discuss.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.