NOT 5 star resort with very limited options.
Jan 25, 2025 Tanya G
We absolutely don’t want to come back here, because of unfortunate and disappointing experiences we encountered : 1. Upon arrival, we had to change our room because of a moldy smell. Additionally, we were only provided two pairs of slippers even though four of us are at the room. When we asked for slippers, we were ignored and didn’t receive it… Read more
We absolutely don’t want to come back here, because of unfortunate and disappointing experiences we encountered : 1. Upon arrival, we had to change our room because of a moldy smell. Additionally, we were only provided two pairs of slippers even though four of us are at the room. When we asked for slippers, we were ignored and didn’t receive it for three days until I called to ask again. 2. We had to constantly struggle to find food - there were empty trays at the buffet that were not refilled even when asked. Some of the stations were not labeled correctly, for example ham under the smoked salmon label. This is unsafe for people with allergies. There were 45min-1hr waits for jerk hut food because there was no one there. At multiple dinner restaurants, we came for our reservation time and were not seated until almost 40 minutes later, then waiting over an hour for even soup. We feel like we spent half of our time waiting for food. 3. We were further disappointed by the limited availability of the drinks on the menus in the restaurants, many of the drinks were not available because there were no mint, fresh limes/lemons, mixers, or alcohol types for those drinks (for example, mojitos and Moscow mules). 4. The bar at Sunset Cove is closed one day for the entire day for no reason and without prior notice. The days that the bar was open, half the alcohol types were not available there. 5. Towel exchange were closed before the posted hours, and we were forced to carry wet dirty towels to our room because of this. There was also an instance that they had no towel cards available when we wanted to exchange towels. Today they ran out of towels at 3 pm and told us to take good care of the towels we have, because we will not get any more. 6. WiFi is either very slow or sometimes didn’t work at all. 7. Staff seem overall uninterested, not even looking at our direction unless we’ve given them a tip. We had hoped that these issues would improve throughout our stay, but unfortunately, they only worsened. Therefore we decided to write a complaint on our third day. When I left the complaint, I was told a supervisor would contact me at dinner, however, no one reached out for two days in a row. I had to come to Guest Relations once more to finally reach the supervisor. Regrettably, this resort is not five stars, as is falsely advertised on your website. We didn’t get what we paid for and didn’t enjoy our stay. Read less
