Our stay at the Cove left me feeling very conflicted. On one hand our room was beautiful, there were many activities to choose from, the pools, waterpark and beaches were some of the best ever and the aesthetics were top notch. On the other hand, the service was consistently poor, the staff apathetic, I was asked for extra money at every turn and then when I got stuck for an extra night due to the tropical storm, I was gouged.
Our stay at Atlantis was the middle of a multi-legged vacation that included other 5 star resorts at Disney World and South Beach. Our first 2 days were rainy and windy due to Tropical Storm Isaac and our second 2 days were sunny and beautiful. Our room was well appointed and comfortable. The look and feel was truly among the best I've experienced. The hotel itself from the aquarium and casino at the Royal Towers to the lobby at the Cove were extravagant. Once the weather cleared up we were able to enjoy the Cain pool with a fantastic DJ and only 18+ guests along with some of the best water park rides I've ever encountered. The river rapids and the water slides were inventive and more than I would expect from a resort. The beach at the cove (and the Cain pool) are exclusive to guests and were a nice respite from the crowds at the less expensive towers. The food, although expensive, was often delicious and worth the splurge. We particularly enjoyed the food at Mosaic and Mesa Grill (to die for!). If you want a cheaper meal I would suggest the Atlas Bar and Grill or Johnny Rockets (where we received the best service of any restaurant at Atlantis).
The real issue was that at every corner I felt I was being swindled, ignored, dismissed or otherwise disrespected. The service in general seemed cold, apathetic and gave me the feeling that the staff felt we were spoiled vacationers who were lucky to get to stay at Atlantis. The staff did not feel they ever had to earn our business nevermind going above and beyond. The extra charges were outrageous. I felt nickle and dimed at every turn. There was a 15% automatic service charge added to everything including our trip to Ben and Jerry's. Not once was the charge earned. There was NOTHING complimentary at the resort except for the burlap bag in the room. We made sure to take it home as proof of the only thing that came included at Atlantis. Want the breakfast buffet? $42. Watch a movie in your room? $16. Visit the fitness center? $15/day. See a comedy show with a no name comedian? $20. Internet? $20/day. Sit on one of the beds next to the Cain pool? $150/day. Want a banana from Starbucks? $3.50. I respect that there are many 5 star hotels that charge extra for many of these things, but it was almost insulting. The prices for some things were unheard of. I don't mind paying extra for something of high quality, like our $50 entrees at the Mesa Grill, but don't charge me a service charge to scoop my ice cream or charge me $16 for pay per view. In addition to this, our flight out was canceled because of the storm, so we had to go ask for an additional night. They told us they would be happy to charge us the "rack rate" minus 20%. I asked how much that was. They told me that was $680- TWICE what I paid for my low season August booking. This does not even include the $144/day taxes, fees and gratuity added to the bill. After waiting around for 20 minutes, they were able to give us one more night at the rate we booked our room for. Our hotel in South Beach happily refunded us for the night we missed due to weather, by the way. They were friendly, helpful and understanding. That is the best way to earn repeat business.
My boyfriend and I scheduled a couples massage at the Spa while we were there. When we showed up to check in, they tried to upsell us and then said that we did not have a couples massage booked. After fixing that, we went to enjoy the spa. The spa was very nice, except that the TV in the "viewing room" had lines and big colored blocks marring the picture. They could spend $2000 and replace the TV. When people are paying $35/day to access the spa at a resort where they've paid a minimum of $400/night (and probably much more) to stay, they can keep everything in working order. We were brought upstairs in order to wait for our therapists, and one came out and took my boyfriend. We were both confused, and when he asked if we would be in the same room, she said no. We sat and waited another 20 minutes while they figured out the whole couples massage thing again. Not terribly good service, but luckily there is an automatic 20% service charge added to the massage. The massages themselves were quite good, though.
All in all I feel very frustrated by my experience at Atlantis. I enjoyed so much of my experience, but I expect top quality service to accompany the high quality facility. Someone needs to stop them from holding their hands out for the entire vacation as well. If they need to charge a bit more upfront, I don't mind, but don't try to hide the costs from me. I do hope there is someone at Atlantis who reads these reviews!
- Official Description (provided by the hotel):
- Dynamic and stylish. Sophisticated and sensual. A place where scene meets scenery and urban chic meets white-sand nature. Inspired by the beauty of its surroundings, The Cove Atlantis, Autograph Collection thrives on the rhythm of the day. While our Atlantis hotel's exclusive ultra-pool and beach club create a seamless day to night scene, our Bahamas paradise's spectacular ocean views and balmy open-air architecture embrace nature’s most compelling elements creating a seductive and indulgent experience. Stay with us and enjoy a perfect location steps from pristine beaches and gorgeous Paradise Island lagoons. ... more less
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- Also Known As:
- The Cove Atlantis Hotel Paradise Island
- Cove Atlantis Paradise Island
- Atlantis Cove
- The Cove Atlantis, Autograph Collection Bahamas/Paradise Island