This hotel has a gross cockroach and ant infestation problem. It is far from most attractions, restaurants, boat rides, and tours. The beach is very small and not one to relax on. You will wait 30 min for a taxi. The management staff are liars and the service is abysmal. They will charge you different prices than they say upfront and tell you “it’s not their problem, it’s what the computer put in, we see you reserved lower rates but you will need to call corporate”. The GM Leslie needs to be out of the service industry forever.
Description of what happened to us below:
We were horrified to discover cockroaches running around our room and an ant infestation all over the bathroom. Since we had cockroaches and an ant infestation for our first 2 nights, we felt we were owed a 2 night discount. At first we spoke to the manager, Anula (I believe her name was), who barely apologized for what happened and said she would go discuss and get back to us about what she can do. She eventually came back and said she could either offer 1 night off or a suite upgrade with 1 king bed and rollaway bed as we are 4 guests. If we chose the 1 night refund, she would also move us to the only other “similar” room they had available. We said we were not paying this price for roaches, an ant infestation with hundreds of ants, or rollaway beds, and this would not be an acceptable option. She said there was nothing else she could offer. After back and forth I asked multiple times to speak to the general manager as she was unhelpful and rude, to which she rudely stated “he won’t do anything else for you!” but retrieved him anyways. We also asked her to move us to the similar room as soon as possible as we wanted to get away from the bugs ASAP. She said it would take minimum 3-4 hours.
Once Leslie came he started with the same offer, but as I told him how unacceptable the conditions of our stay had been, he said he would see what he could do and find us within the hour. 5 hours later, I came to the front desk to find him as he never had returned. He said he could offer us an additional 200 dollar credit along with the one night refund. I said this wasn’t acceptable, while nothing would make up for the experience of having a cockroach, ant infestation (ants were climbing all over and inside our suitcases) in our room, the least he could do is ensure we didn’t pay for the nights we endured under those conditions. He said he would not refund the second night. At this point we had seen the new room they gave us and it was smaller than the room we had originally paid for. It also didn’t have a door at all to the bathroom, so the entire room was open leaving no privacy, which we needed with 4 people in the room. We said this room was not what we paid for and not suitable. He said “they didn’t tell you the room would be smaller and no door?!?” We replied, no, the only thing they told us is that it wouldn’t have a bathtub (which we were originally happy about as the ant infestation centered around the tub in the first room). I then said as we have 4 people, we would accept the suit upgrade, as well as the smaller room, with both credits he had already offered so we could just be done with this. Leslie said, and I quote “Deal! I will get the key to the suite. And I still owe you the first night refund and 200 dollar credit.” Everyone in our party heard this. We were thankful to finally be done wasting our vacation on the terrible issues of the St Regis.
We no longer wanted to complain, but the shower in the handicap room given to us was broken, and leaked 3 times so much that the water flooded everywhere, including into the next room, and all over the suitcases. Maintenance came and drilled after the first leak and said “its partially fixed” but it still flooded the room 2 more times. The suite was very nice, but there was lots of ripped furniture and dirty floors. As we knew we were already getting the night off and the 200 dollar credit and just wanted to enjoy our time left, we decided to try to just make the best of it and not bring up this new unacceptable hotel condition
The night before we checked out, I asked the front desk for the bill so we could make sure everything was correct when we were not in a hurry to catch our flight. Neither the first night refund or the 200 dollar credit was there. Zahjah, who was working the front desk, assured us that she heard Leslie confirm both of these and the refund and credit would be there in the morning. We stupidly trusted her.
The next morning, the 200 dollar credit and first night refund still weren’t there. We asked again. They said they would check with Leslie and get back to us.
Also, the nightly rate before taxes and fees were higher than on our reservation confirmation before taxes and fees, We brought this up to them. They said they didn’t know why but there was nothing they would do to fix it to the rates we reserved. They simply did not care. They said there was no one we could speak to about it, even though they fully acknowledged the rates we reserved at were lower than what was charged,
Finally, minutes before we had to leave to the airport, they put the first night refund in and said they never promised a 200 dollar credit. I asked to speak directly to Leslie as I was super confused and frustrated, Everyone in my party heard him confirm even after the suite upgrade, and Zahjah confirmed the night before both would come through.
Leslie came down with a scowl on his face, He would not let me get a word in, He loudly and rudely yelled over and over again “I am done talking about this! There is nothing more I will do!” I asked him if there was recording anywhere, as we had all heard the words he said, and maybe if he heard his own words, he would hold up his promise instead of rudely lying. His only response "“I am done talking about this! There is nothing more I will do!” I asked if he could speak to Zahjah, as she heard him as well and already confirmed. Again, all he loudly and rudely said was “I am done talking about this! There is nothing more I will do!”
We had to leave to the airport. We paid the overcharged bill and left extremely upset.
As you can see, Leslie and the management at the St Regis Bermuda did not try to accommodate us after the horrendous, bug infested, broken down facilities, at the St Regis, but instead were rude, angry, lied to us, and ignored us when we tried to speak calmly and logically to them.