I am a Mauritian living in Paris for 15 years. Every time I go back to Mauritius, I try to stay in a different hotel. So I can say that I have stayed in a large number of them. Up to now, I have never felt like writing a review as everything has been perfect in all the 4* and 5* Mauritian hotels. When things are perfect, you never feel the need to review them!
Since I will bring my future wife to Mauritius in June, I decided to take the opportunity of spending 1 wk in Mauritius to check out 3 hotels (2 nights in each) so as to make sure she will be impressed when she will be there for the first time! :-) I decided to try a hotel in the North (Le Maritim 5*), one in the west ( La Pirogue 4*) and supposedly the new jewel on the Mauritian hotel scene: Le St Regis (some say 6*). Nothing to report on both Maritim and La Pirogue. Both perfect and I highly recommend both with a slight preference for Maritim.
My stay at the Saint Regis has been so different that I felt compelled to write this review. There are obviously positives: fabulous infrastructure, fantastic à la carte food (congratulations again to the Chef), great gym with top of the range equipment, spacious rooms with luxurious bathroom, a butler service, great bedding, beautiful beach...
It seems to be a pity that the management of St Regis Mauritius seems not to have realized that great infrastructure is not enough if the service is not there. Let me explain: I booked a room for 2 nights at the Saint Regis and I phoned them to ask for 2 separate beds (I was with my brother). We arrived and were immediately impressed by the hotel infrastructure. Our assigned butler made us visit the hotel and I was so impressed that I requested that someone contact me to make a booking for 10 nights in June! We were correctly given a room with two separate beds as instructed which was perfect. Great spacious room with nice bathroom, coffee machine, nice view of the ocean...great stuff!
From then, everything went downhill. I decided to have a shower and the water went from cold to boiling! I nearly got myself burnt! I called our butler who quickly came to check. He confirmed the problem and ask for a maintenance guy to come over. The latter confirmed that the shower had been wrongly installed as hot and cold water were inverted. Our butler called the duty manager who also came to check and confirmed that the shower was dangerous! Luckily no child had been in there first or this could have been a very different situation...The manager on duty said that we needed to change rooms. We agreed and waited in the room until they called us in one hour to show us an inferior room with no ocean view. We obviously refused and were then asked to pay a supplement to get another room as only junior suites were available. We were a bit shocked and explained that we should not have to pay because their malfunctioning shower nearly burnt me and that we would gladly keep our room if they can fix the shower! He then had to make some phone calls before informing us that we will get the junior suite without supplement. Two hours has already been lost! While waiting for the new room to get ready, we decided to go to the Spa. There, the jacuzzi and the steam room were not functioning. Only the sauna was operational. Moreover, the steam room was absolutely disgusting with rust all over the place. This was so shocking that I went to get my phone to take some pictures. I showed the pictures to the Spa manager who agreed this was unacceptable and nothing near the St Regis standard! They immediately closed that steam room with an out of order sign. It was then 8pm and we were still without a room whilst we checked in at 3pm! We went for dinner in Le Manoir restaurant which was very nice with the exception of a ridiculously pricey wine list. Later on, our butler confirmed to us that they found a better room for us but it was with one bed and quite far away from the main buildings. It was around 9.30 pm, we were fed up and tired and agreed.
The new room we were assigned was phenomenally huge, had a living room, beachfront, 2 Tvs, huge bathroom...we had obviously been upgraded to something better than the junior suite...Maybe the photos I took of the disgusting steam room had something to do with it? However, we had one bed instead of two, the room was very smelly, no lights on the terrace and we were quite far from the restaurants and the main building. Our butler came in with some essential oil diffuser for the smell but that did not help much. We said that we would like to speak to the manager the next morning about all this and went to bed. Basically, one day completely lost!
Nest morning, we had to phone at least 4 times to manage to speak to the Residence Manager, Ronan, who was obviously very busy. To be fair, there were loads of problems in the hotel due to some exceptional heavy rainfall the previous day in the North of Mauritius and Ronan had to take care of all those. However, I do not think the malfunctioning shower, rusty steam room and the wrong handling of the situation had anything to do with the rains. We finally met Ronan in the afternoon and explained the situation to him. He apologized, agreed that it was unacceptable and offered me an upgrade on my next stay. I told him that I thought that was a bit light in view of the situation and that I read on Tripadvisor that someone got 3 nights stay because the food was not good. (see Tom N review on 1st February 2013). I would have thought that risking getting burnt and not having a room for 6 hours in addition to several other problems would be considered a little more serious. Ronan bluntly asked us if we were looking for free nights! We felt deeply insulted and had the feeling he was expecting us to apologize for making a fuss about having a shower with boiling water, no room for 6 hours and a Spa where most of the services are not operational and a steam room which is disgusting...I explained to him ( trying to keep my calm) that I was not looking to extort free nights from him but was just taking an example to show that a mere upgrade on a future stay does not adequately compensate for the prejudice suffered. Probably sensing that he made a huge judgement error, he said that he would also waive the fee for the first night which for me is completely normal since we only got a room at 9.30 pm and lost a whole day sorting out the problems. Basically, we got the minimum compensation and my brother had to sleep on the couch.
I will not elaborate on the numerous other problems: late cleaning of the room, numerous 30 seconds blackouts, one hour to get some ice in the room (3 calls needed), more than one hour to get a golf car to pick us up (4 calls needed), dead cockroach in the room, etc... I think all these problems can be attributed to the exceptional rainfall that day. However, there are other problems which are much more serious and the management of the hotel should seriously look at remedies and stop putting these on teething problems 5 months after being operational.
I will be back there for a couple of nights in June and I will keep the Tripadvisor community informed if in my opinion things have been corrected and improved. I will also check if they do remember to upgrade me as promised. As a conclusion, it is impossible to recommend this hotel with the current level of service. If they manage to achieve the level of service of the Touesrok, Four Seasons, Dinarobin or even the Maritim, this hotel has the potential to be the best in the country but still has a very long way to go...
- Official Description (provided by the hotel):
- The St. Regis Mauritius Resort is situated on one of the most privileged locations on the south westerly tip of the island, on the pristine white natural beaches at the UNESCO World Heritage site of Le Morne, bordered by a turquoise lagoon. The resort's backdrop of Mauritius' iconic Le Morne Brabant Mountain is defined by a lush green patchwork of sugar cane fields encircling a series of lofty peaks that overlooks the Indian Ocean. ... more less
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- Also Known As:
- The St. Regis Mauritius Resort Le Morne