My partner and I have been staying at the Terra Nova Hotel since 2018 and we were always pleased with the immaculate services they provided, the food was always great also. Terra Nova has been my second home since 2018. However, after this trip, I will be rethinking this. 1. I always booked with Expedia as I am a VIP Gold member and always get my complimentary upgrade, this time I was told that was changed due to covid (which is odd because I traveled Oct – Nov there in 2020 and got my complimentary upgrade), 2. Second, I was not quite pleased with the room I was in, but i let it go and did not complain.3 I had arranged for a birthday dinner for my partner. Olien who took care of the arrangements with me was amazing, I am very pleased with him. Our dining experience was a 2/10 however as the first part of our service was terrible, we had to wait almost 2 hours for main courses which no wanted any more due to the long wait. The Oxtail was tough. It was Richard and Howard who saved my partner's dinner at the end. They were amazing. The breakfast service was really good. The guy Andre at the bar was also delightful. Thank you those were pleasant to us and gave us good service; however, Terra Nova has gone from my second home to leaving a very taste in my mouth. I hope they can correct these issues…
Very wack. Where do I even start. Initially, made the reservation with Paula who insisted that per terra nova policy we pay 3000 per head to confirm reservation. It was 5 of us so that was 15000. She mention that 15000 will go to our final bill. Anyhow, waiter hardly visit our table. After waiting for a while.. he finally came and say “you ready, you guys ready” so unprofessional! No introduction nothing. We gave him our order and our appetizer took 42 mins to reach to our table. Not to mention, two of them that I had to remind him of. For entree we ordered 3 rack of lamb, chicken and filet mignon. Everything tasted burnt and very hard to chew. We had to bring back 2 of our drinks. Bare in mind, I’m assuming it’s the manager, very light skin lady with AirPods in her ears casually walking by our table looking at us disgruntled and address other tables which she think was okay. We complained to our server.. no manager to emphasize on the nasty service we received. Regardless of the service and the awful food.. we got our bill. The 15000jmd that Paula insist on us paying was not deducted from the bill that she said would. We explained that to our server and he brought out a new bill. Not to mention, they had extra wine that we did not drink to the bill. I could go on and on about the service that I received tonight. Very disappointed by the unprofessional conduct from the wait staff and the managers, specially that light skin chick. I must commend the gentleman who checked up on us. I would not recommend this place. I’ve been here twice and this wasn’t my experience. Tonight was my last night…
What got me really mad, was having to kick a stink, to get a cup of coffee with my breakfast. I was almost finish eating the breakfast, and still no coffee. I had to walk over and demand the service of a cup of coffee. Then they came with the coffee, as if nothing was wrong, then asked me if I wanted cream, then basically dumping cream into the coffee. The rest I will keep to myself. Suffice to say, I wish I could get back my money.
One day, in the middle of the week, I decided to be spontaneous and celebrate a special occasion with dinner and an overnight stay at the Terra Nova Hotel. It was an awesome experience, everything was as I expected it to be, the room was clean and opulent-looking, pool was surrounded by trees in a garden setting, which I enjoyed, the food was delicious, as usual. I am however still awaiting the resolution of a payment issue. Local travellers, do not allow any hotel to 'hold' funds from your Visa Debit card, the money will be deducted from your bank account and it will take forever to be refunded. Beware. Despite my unresolved payment refund issue, I would stay there again. I highly recommend this hotel.
On December 27th 2020, my nephew, sister and I had the pleasure of staying at Terra Nova All Suite Hotel at 17 Waterloo Road, Kingston 10 Jamaica. I was amazed by the originality of the colonial style and historic building. Learning of its history, Terra Nova was originally a colonial mansion built in 1924 on 10 acres of land. Executed by Mr. Harold Alexander for the purpose of blessing his wife as a wedding gift. According to reports, the beautiful hotel had changed ownership twice before it was officially opened as a restaurant and hotel in 1959. The legacy of service provided by members of this beautiful hotel remains true to history. I couldn’t ignore the AAA Four Diamond award on full display in the main dining area. It’s important to highlight the wonderful experience and services provided by staff at the check-in desk, the professional, pleasant and beautiful Ms Paula, as well as Kenton. They executed their professional training well, which reflected great training and excellent customers’ service. We never met the Chef, but kudos to his hard work. The breakfast was delicious and well executed. Not only did we (speaking for my nephew & sister), we also enjoyed and appreciated the service of Devon, Christopher and Morris who ensured we were satisfied with our meals. I could observe some inconsistencies in the dining area but have faith in the team that they will identify the issues and addresses them accordingly. I must extend great gratitude to Lee-Ann, Kristine, Sophia and others who have taken the initiative to address an uncomfortable situation. They have shown great leadership skills in addressing a situation that didn’t reflect the principles highlighted by Terra Nova All Suite Hotel. To ensure no other guest feels inadequate by Mr. Matthew Ann (dining service manager), I trust their words that they will extend proper training to him so he will understand been dismissive, obnoxious and communicating to guests in a condescending tone is unacceptable. To be informed that his behavior on Christmas morning was his first outburst was viewed as a poor excuse, and no such behavior shouldn’t be tolerated. The inability to show great hospitality to current and future guests is a result of fail commitment for which any business stands. Overall, the 4 nights stay at Terra Nova was an excellent adventure, and I’m pleased to say, I enjoyed the experience and duration of my stay. Cecelin Atlanta, Georgia.…
Always my go to hotel in Jamaica but this time I wish it had not been, & it pains me to write this review. Was a really stressful trip having to travel to Jamaica to bury my dad, the airport made it worse staying in there for 5 hours tired hungry and exhausted, and the checking in service was the icing on the cake for me, I did not see any of the usually ladies Kristine there. The front desk agent was a bit slow and rude and made it seem if i was a bother when i asked for a different room ( I am never difficult but i got extremely annoyed) until the manager stepped in. I Wasnt informed about the curfew rules and so i ended up going to bed on an empty tummy on my first night even though i was told that i would received a nightly snack plate. The bar service was the outmost worst on my second night. I expected better from Terra Nova the place i call my second home - i hope it will be better next time as i do not wish to write this place off .…
I wanted so badly to like this hotel and my experience there in January 2020. Besides the over priced restaurant, 1) my air conditioning didn't work. 2) our bed was broken 3) my housekeeper half cleaned the room and when we came back to the room we noticed it was half done and I ran downstairs to take a call. When I came back, my son told me the housekeeper came back while he was in the room alone and told him he "messed up her cleaning job" (all he was doing was laying on the bed). I complained to the manager and he was very gracious and admitted this was unacceptable and gave us a food credit. I was willing to look past these things but 4) and this is the kicker, they charged my card in January when I checked out and I thought it was done. I saw the charge in my account and everything. SIX MONTHS LATE On *JULY 6* while in the midst of the pandemic and moving they randomly charged my card again almost $600 completely throwing off my budget. My bank said its because they "never finalized the charge in January". I called Terra Nova for an explanation and was told I would get a call back. It is now July 28 and I have received no such call. I won't stay here again.…
I am actually doing a review while still at the hotel. Service has been excellent. I was actually escorted to my room. My luggage was taken to my room. Fresh fruits where offered upon arrival. Cookies left in the room everyday. I love to gym, it has just the right amount of equipment. Kristene has been very very very courteous and pleasant. Would definitely recommend staying here for business or pleasure, it has something for everyone.
Staying at the Terra Nova hotel is one of the most premier experiences you will have in Jamaica. It is truly my Fiance & I home away from home. Whenever i am visiting Jamaica this is always our hotel choice! The service is always exceptional, everyone there are great especially the ladies at the front desk. The breakfast at this hotel is undoubtedly one of the best on the island providing fresh authentic Jamaican food ackee & saltfish, i also tried the mackerel run down for the first time & i swear i could not stop eating it so Delicious! The bar is a great place to sit back and have drinks whilst entertaining friends. We love everything about this property and counting the days until we are back!
Staying at the Terra Nova (TN) hotel is one of the most premier experiences you will have in Jamaica. Starting with the awesome concierge staff, Kristine was amazing. Kristine ensured my family & I had an enjoyable stay, from securing late check-outs to providing extra toiletries in the room Kristine truly went over and above. The breakfast at this hotel is undoubtedly one of the best on the island - providing authentic Jamaican food (ackee & saltfish, johnny cake, boiled yams & sweet potatoe, mackerel, callaloo, etc). The rooms are spacious, beds are comfortable, washrooms are modern and extremely clean, the grounds are well manicured. Honestly, the best place to stay in Kingston (and maybe the whole island). - Alexie B. Edwards
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