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“Complete fraud”

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Elbow Beach, Bermuda
Ranked #2 of 6 Hotels in Paget Parish
Certificate of Excellence
London, United Kingdom
Level Contributor
3 reviews
common_n_hotel_reviews_1bd8 4 helpful votes
“Complete fraud”
2 of 5 bubbles Reviewed August 25, 2013

My family and I just spent 11 nights here. Our travel agent, Purely Bermuda, had told us it was an amazing place. It was indeed the best beach ever but it is NOT a Mandarin Oriental level hotel at all. The place is run down, the restaurants are being operated by a completely different company that has no interest in the hotel guests. I feel completely defrauded by my travel agent and by the Mandarin Oriental. Even the hotel staff openly say that they are very upset with the situation: they themselves do not believe the place can even justify 3 stars!
We were paying just under $1000 per night including breakfast, I would not have paid more than $250 per night for what we experienced.

Room Tip: Just stay away.
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  • Stayed August 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank 186338Christian
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
sdier, Public Relations Manager at Elbow Beach, Bermuda, responded to this review, September 5, 2013
Dear 186338Christian,

Thank you for taking the time to provide us with feedback on your stay at Elbow Beach.

Thank you for your kind compliment on our beach. We take great pride in its beauty and are happy that you enjoyed it during your stay.

Our sincere apologies that there were several areas where we fell short on delivery of service. We would love to speak with you to get more detailed and specific feedback on your experience so that we can make improvements in the areas mentioned.

Elbow Beach has been managed by Mandarin Oriental Hotel Group since 2000, so we are aware of the standards you are expecting and we are training and working hard to bring up the consistency of delivery of our standards so that they are not just the best on the island – but meet the lofty standards of our sister hotels around the world.

We hope that you will contact us at ebbda-socialmedia@mohg.com so that we can further discuss the problem areas you encountered during your stay.

Warm regards,
Elbow Beach, Bermuda
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885 reviews from our community

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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    4 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    3.5 of 5 bubbles
  • Cleanliness
    4 of 5 bubbles
Traveler tips help you choose the right room.   Room tips (182)
Date | Rating
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English first
Baltimore, Maryland
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
4 of 5 bubbles Reviewed August 19, 2013

Traveled with wife and two children ages 9 and 10 to fantastic Elbow Beach for a week. Our overall impression of the property was pleasant. Yes - guests walk a good bit but we enjoyed the exercise. The service provided by Bami (beach waiter) and Winton (concierge) always exceeded our expectations. Room service was on time as were our frequent requests for ice during the evening. The front desk and bellman were attentive to our requests with no problems checking-in and checking-out. The pool was never crowded and in good shape. We specifically enjoyed the beach (best on the island in our opinion after checking out many). The water, sand, drink/food/towel service plus lack of crowds helped put the beach above all others. Recommend guests grab goggles/masks and rent kayak to check out ship wreck just a couple hundred yards from shore. Bottom line - Elbow Beach is the spot for you if you don't mind walking a lot and plan to spend most of your time sitting on the beach relaxing and/or swimming in the crystal blue water. We hope to return soon.

Room Tip: I recommend a room away from the restaurants because the area can get crowded and loud.
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  • Stayed August 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank matt b
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
sdier, Public Relations Manager at Elbow Beach, Bermuda, responded to this review, September 4, 2013
Dear matt b,

Thank you so much for taking the time to provide us with feedback on your recent family vacation to Elbow Beach.

We're so pleased to hear that our colleagues took such wonderful care of you and that you felt the level of service was very high throughout your stay. Our colleagues are very eager to please and will be grateful for your kind words.

Thank you also for your kind compliments about our beach! We feel very lucky to get to see it every day. We’re glad that you enjoyed the water rental items available at The Wreck Centre at Elbow Beach and that you found all the services and amenities on our beach to be top-notch.

We look forward to welcoming you back soon.

Warm regards,
Elbow Beach, Bermuda
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New York City, New York
1 review
4 of 5 bubbles Reviewed August 18, 2013

The property is gorgeous and beautiful. It is in a great location which is accessible to Hamilton if you would intend to visit the main city. The beach is amazing!!!! Sad to see that the main building is empty and other facilities like boutique entertainment shops are not available. The entrance is beautiful but it seems the main building is sad. Room is clean but could be better, you could expect more considering that it is a Mandarin Oriental Luxury Resort. Overall stay it's worth a holiday break...there are areas for improvement for this resort but still a beautiful resort and definitely a perfect place to escape from New York.

The winning part is the spa....the best so far. MARK the manager of the spa is an asset...efficient and professionally good on what he does with perfect service. Definitely will come back when you have people like him.
My first in Bermuda and for sure will come back.

  • Stayed August 2013, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Carlos C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
sdier, Public Relations Manager at Elbow Beach, Bermuda, responded to this review, September 4, 2013
Dear Carlos C,

Thank you for taking the time to provide feedback on your stay at Elbow Beach.

Thank you for your kind words about our property and location. We feel very fortunate to be located on such a picturesque stretch of beach, while still only being 7 minutes from the main City of Hamilton. Thank you also for your glowing words about our Spa and Spa Treatments Manager, Mark. We’re so pleased that you had a wonderful experience and are planning to return on your next visit.

We do have two shops on property, the Spa Boutique and the Beach Hut. They provide a variety of amenities including Elbow Beach t-shirts and hats, sun block, resort wear and spa products. We also had entertainment on Thursday and Friday nights at Sea Breeze Terrace throughout the summer season, and the Friday Night Big Chill event is continuing until further notice.

We hope to welcome you back to Elbow Beach soon.

Warm regards,
Elbow Beach, Bermuda
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Suwanee, Georgia
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
3 of 5 bubbles Reviewed August 15, 2013

This was a return honeymoon trip we planned to take 10 years after our first honeymoon and were only 23 years late!!! It wa noce to be back and we enjoyed the property as we did before. The rooms were clean and well appointed as while they appeared to be fairly new, they are still tired in appearance on the outside. The service was great and the food wonderful. Great staff.

Now, the biggest disappointment is the main bujilding itself. There appears to be so much mystery about what is going on there and why or why not that even the staff appear saddened while trying to spin an obviously not well informed smile. As I am in the edeucation field and teach adult professionals for a living, a little information can often times help and not be a danger. I suggest up front, inform the staff and the guests coming in via a little histlory blurb. Even a line that says, "no its not falling down, no its not haunted, no we are not going top close everything, and no its not full of black mold" if all of this is not true. (These are the things the staff rumor about!!) . That way the average visitor can rest assured that the old girl is being thoght about in some way and not neglected. IO have to admit it bothered me a bit. And a

  • Stayed August 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank mark d
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
sdier, Public Relations Manager at Elbow Beach, Bermuda, responded to this review, August 29, 2013
Dear mark d,
Thank you for taking the time to provide us with feedback on your recent stay at Elbow Beach.

We’re so pleased to hear that you were finally able to return for your second honeymoon, even if the trip was slightly delayed.

We're happy to hear that our colleagues took such great care of you during your stay. They are very eager to please and will be grateful for your kind words. Thank you for your kind compliments about our newly refreshed guestrooms, we’re glad that you had everything you needed. The outside of each cottage block was painted in bright blue or green in February of this year and all of the guestrooms were also deep cleaned and repainted during this period.

In regards to the main hotel building, a variety of design scenarios are being explored for the future, but there is no fixed time table for when they will begin. The main hotel building still houses a number of wonderful amenities for our guests including the Lobby, temperature-controlled swimming pool, The Camp at Elbow Beach, The Spa at Elbow Beach, Poolside Spa Cabanas, The Library Recreation Lounge, fitness room, business centre and a variety of meeting space. So although we are not currently selling the guest room inventory in the main building, we are still taking extremely good care of it as it is home to so many of our amenities and holds such historical value for us.

Thank you again for your feedback. Such constructive comments are excellent ways for us to either reward our team for a job well done or to use as tools in our quest for continual improvement. We hope to welcome you back soon.

Warm regards,
Elbow Beach, Bermuda
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Sea Bright, New Jersey
Level Contributor
156 reviews
31 hotel reviews
common_n_hotel_reviews_1bd8 71 helpful votes
3 of 5 bubbles Reviewed August 13, 2013

The good: lovely room and fantastic beach and Charlie at Mickey's was the best bartender!
The bad: beach service is understaffed. You can get a towel and chair but after that even with a red flag flying on your umbrella, it is easier to walk to the bar and order for yourself. We requested that ice be delivered to our room and 3 phone calls and 45 minutes later it arrived.
The horrible: We booked this hotel for the express purpose of lounging on the beach. We contacted the hotel on multiple occasions to note our request to be in a room closest to the beach and were willing to pay for an ocean front room, just to be near the beach. When we checked in despite acknowledging our request they said they had "nothing available" and gave us a room that was literally as far away from the beach on the property as possible (note the property is over 50 acres) In addition, not only was it not a "garden view" the patio was literally adjacent to the main road throughout the property resulting in listening to traffic non-stop any time we stepped outside of the room. We had a view of the roof of the building in front of us. The staff in the lobby were anything but apologetic and offered no remedy or accomodation just told us that "our request was noted". We asked to speak to the manager, who never called back or contacted us. Our last night at the hotel, they told us that we could move to an oceanfront room, which would hardly be worth the effort as we were leaving the next day. We requested only that we get a 1pm checkout, which they said would be fine. When we returned from lunch to check out we were locked out of our room and had to have a bellman come unlock the door so we could check out. Mandarin Oriental hotels have a reputation for excellence, however they are apparently asleep at the switch at this hotel. They appear to be relying on the excellent location of this hotel without providing any of the service which should be expected for the outrageous prices that they charge.

Room Tip: Insist on a particular building when booking this resort. Bougainvillea, Almanda and Poinciana are...
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  • Stayed August 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank Adrienne W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
sdier, Public Relations Manager at Elbow Beach, Bermuda, responded to this review, August 29, 2013
Dear Bunnyworld,
Thank you for taking the time to provide us with feedback on your stay at Elbow Beach.

Thank you for your kind compliments on our guestrooms and beach and for your kind words about Charlie. He is a master at making delicious cocktails!

Attention to detail is a hallmark of luxury service, and we're very sorry to hear that our beach front of house staff missed the mark on this during your time with us. The service issues you have highlighted are currently being addressed with our team so that they can be rectified moving forward.

We do make every effort to accommodate guest requests for certain room types, but if that room category is not available at time of booking, we cannot guarantee that a beachfront room will become available at time of check-in.

Elbow Beach has been managed by Mandarin Oriental Hotel Group since 2000, so we are aware of the standards you are expecting and we are training and working hard to bring up the consistency of delivery of our standards so that they are not just the best on the island – but meet the lofty standards of our sister hotels around the world.

We truly appreciate you taking the time to provide us with such detailed feedback.

Warm regards,
Elbow Beach, Bermuda
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Philadelphia, Pennsylvania
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
2 of 5 bubbles Reviewed August 12, 2013

The first thing that any traveler must understand is that there really is not a "hotel" at this location as the main hotel is closed. There is a lobby to check in for the cottages scattered around the property. Yes, there is a pool and pool area but the snack bar and restaurant at the pool are also closed. The hotel and pool area are deserted. There are no shops on-site but you can walk a mile down the road to the Modern Market for snacks and beverages for your refrigerator or for over-the-counter counter medicines.

The beach is one of the most beautiful beaches in Bermuda, but for the price we paid, including the hefty daily resort fee, we expected much more, especially with two active teenage children. Two days, they did not have towels available for us at the beach until the afternoon and it was difficult to get served on the beach. We booked a dive trip and had to provide our own transportation to the Southampton Princess for the trip. Surly, our resort fee should have taken care of getting us to the boat.

We loved George who greeted us and the staff at the front desk were very pleasant. It is evident that the staff and management at the Lido and Sea Breeze restaurants are doing their best to help this resort live up to its previous reputation.They all work very hard and are extremely polite.

This may be a perfect holiday vacation spot for couples trying to escape for a weekend, but for a family, it is too expensive and does not offer what we expected. We felt duped and expressed this to the hotel and our travel company.

  • Stayed August 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Cheryl W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
sdier, Public Relations Manager at Elbow Beach, Bermuda, responded to this review, August 29, 2013
Dear Cheryl W,
Thank you for taking the time to provide feedback on your stay at Elbow Beach.

We’re so pleased to hear that you thought the beach was beautiful and that our Front of House and Food and Beverage colleagues took such wonderful care of you. We will be certain to pass your kind words along to them and they will greatly appreciate your recognition.

To clarify, the main hotel building still houses a number of wonderful amenities for our guests including the Lobby, temperature-controlled swimming pool, The Camp at Elbow Beach, The Spa at Elbow Beach, Spa Boutique, Poolside Spa Cabanas, The Library Recreation Lounge, fitness room, business centre and a variety of meeting space.

We take your feedback regarding your service experience at the beach and the activity options very seriously and are currently meeting with the relevant departments to discuss ways to improve upon these areas. Our new recreation facility at the beachfront called The Wreck Centre at Elbow Beach. They offer masks, snorkels, fins, big floats, boogie boards, skim boards, paddles boards and kayaks for our guests to rent. They also offer a variety of scuba diving and snorkeling experiences. Guests wishing to learn how to scuba dive can take part in complimentary “Try Dives” at our pool daily and then go on to more advanced scuba lessons.

Thank you again for taking the time to provide us with such valuable feedback.

Warm regards,
Elbow Beach, Bermuda
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Bexley, United Kingdom
Level Contributor
10 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 10 helpful votes
3 of 5 bubbles Reviewed August 9, 2013

We were a party of four family members staying in three rooms. We were given two rooms sharing an outside entrance and the third room in another nearby block. Personally, I found the rooms being in blocks made it feel like a holiday camp rather than a hotel/resort, especially as our block was painted in a very utilitarian green. The rooms were an adequate size but could not be described as spacious. There wasn't a door on the entrance to the wardrobe and washbasin area, so noise from the hairdryer or electric toothbrush travelled into the room. There was a sliding door to the area containing the bath, shower and loo but you had to open this door to access the one and only washbasin. Not enough space to store or place toiletries, and wardrobe space was very limited. However, a good iron and board was stored in the wardrobe and there was a nice big safe for storing all the items people tend to have these days. All rooms enjoyed a balcony with table and two chairs, plus two sunbeds, except one which didn't have sunbeds, but best of all, they all had a wonderful sea view. I am only mentioning these things as this hotel is ranked as one of the best on the Island but it is most definitely not five star. I appreciate that none of these things would ruin your holiday, but we were charged five star prices for everything. The second room next door had slightly different layout and the third room in the other block was slightly different again. Very much mixed standards for the same price.
I would also mention that a lot of the blocks are situated on the hillside which is why you have a wonderful view of course. However, when you go down to the restaurants you obviously have to climb back up again! Definitely not for the unfit, but the hotel does have transportation to the rooms if you need it, although we never used it.
There are three restaurants on site, but we only tried the Seabreeze and the beach bar. Seabreeze is where you take breakfast (you can take it on your balcony which is lovely) but on the second morning we found a lovely long black hair amongst our pastries which we didn't mention as it made us all feel ill. Also, we had lunch at the beach bar and found another hair inside a glass which we did mention but it was just quietly taken away and no apology was given. Obviously, Bermuda is a very expensive place being an island, but we considered the price of drinks and food at the resort to be exceptionally expensive. The best value was the tapas menu at the Seabreeze.
On the plus side, the hotel has one of the best and most beautiful beaches on the Island, and the hotel staff were exceptionally friendly, as are the Bermudians in general, but couldn't say the same about the restaurant staff (the restaurants are independent from the hotel). The hotel reception staff were very sympathetic to our plight of a late flight and allowed us to keep one of the rooms until late in the day.
Overall, we had a lovely holiday, with good memories and we are glad we saw Bermuda as it is well worth seeing (it's only 6.5/7hrs from the UK), but, in our opinion, it does not represent good value for money compared with some of the Caribbean islands just a little further distance with definitely five star accommodation.

  • Stayed July 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank Jo M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
sdier, Public Relations Manager at Elbow Beach, Bermuda, responded to this review, August 22, 2013
Dear Jo M,

Thank you for taking the time to provide us with feedback on your stay.

Thank you for your kind compliments on our beautiful beach! We do feel incredibly lucky that we get to see it every day. We also appreciate your kind comments about our colleagues. We are so pleased that you found them to be friendly and helpful during your stay.

Thank you for your detailed feedback on our guestrooms. We’re pleased to hear that you liked the terrace and enjoyed the lovely ocean views. We appreciate the feedback on the functionality of the room and are speaking with our Chief Engineer and Director of Housekeeping on ways we can make improvements to the room set up.

We take your feedback on the food and beverage experience very seriously and are currently meeting with the team to discuss the issues highlighted. They also send their apologies.

Thank you again for your feedback. Such constructive comments are excellent ways for us to either reward our team for a job well done or to use as tools in our quest for continual improvement.

Warm regards,
Elbow Beach, Bermuda
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Elbow Beach, Bermuda

Property: Elbow Beach, Bermuda
Address: 60 South Shore Rd, PG 04, Bermuda
Location: Caribbean > Bermuda > Paget Parish
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Swimming Pool Airport Transportation
Hotel Style:
Ranked #2 of 6 Hotels in Paget Parish
Price Range (Based on Average Rates): $$$$
Hotel Class:4 star — Elbow Beach, Bermuda 4*
Number of rooms: 98
Official Description (provided by the hotel):
Elbow Beach is Bermuda's only luxury beachfront resort. Lanai-style patios are featured with each of our 98 guestrooms and suites, spread amongst 50 acres of tropical gardens sloping down to the longest private pink sand beach on the island. Each of our elegantly appointed rooms and suites have been enhanced with modern in-room entertainment systems, luxurious soft furnishings, iPod docking stations, personal espresso machines and upgraded bathroom facilities. Facilities include a holistic spa, swimming pool, fitness room, recreation lounge, tennis courts and more. ... more   less 
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Also Known As:
Elbow Beach, Bermuda Hotel Paget
Mandarin Oriental Paget
Elbow Beach, Bermuda Paget Parish
Elbow Beach Hotel Bermuda

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