Domaine de Grand Baie

There is lots to like about this hotel but what made it most special was the staff. Each and every staff member was so warm and friendly, and special mention goes to Sweeti, Tina, Taylor and Dev. Our room was comfortable, spacious and well equipped. There were a few niggles with the room but these were dealt with. The pool area is lovely although more sunbeds are needed. And the spa is excellent, together with an indoor pool, sauna and steam room. The restaurant is good and effort is made to vary the buffet each evening. We loved the entertainment provided on a couple of the evenings, with welcome drinks or happy hour. And the hotel also provides a free shuttle to the beach or town (3 times a day, each way, essential to pre book) as well as a programme of events / visits. The hotel was a great base from which to explore the island with a hire car.

We booked a stay for Saturday, March 15th, but upon arrival, the manager at reception rudely informed us that our booking was for Friday, March 14th—a day earlier. This was impossible, as we were a group of seven people where 6 of us all work on Fridays. The manager insisted that we had "failed to show up" and made no effort to resolve the issue professionally. Instead, he called the staff member who took our reservation and made us wait 45 minutes for him to arrive. In the meantime, we were told that this staff member was new to the job (which might probably explain the error). One of our friends had even come in person to book a week prior and had to insist that they make the booking on-site rather than online. He was very clear that it was for Saturday, yet the mistake was still made. When the staff member finally showed up, he claimed that our friend had said Friday instead. Instead of de-escalating the situation, the manager doubled down, cutting us off when we spoke, making excuses, and never once apologizing. He even stated that the hotel does not call customers who fail to show up—a ridiculous policy that shows zero concern for customer service. When we asked for a refund if there was no room available, he outright refused and continued arguing, as if he wanted us to admit fault. After an exhausting back-and-forth, we finally got rooms after an hour—only because we refused to back down. If there were free rooms available, why not just apologize and accommodate us instead of making it worse? Even after all this, they refused to extend our check-out time as a courtesy for the trouble. To make matters worse, we had also ordered a birthday cake in advance for our friend’s celebration. We specifically requested that it be brought after dinner, but they were late, so we asked for it to be brought in our rooms. Worse, the cake contained alcohol—which was never mentioned. The birthday celebrant is Muslim, and some of us do not drink. What if there had been children with us? This was completely irresponsible and unacceptable. Overall, our entire weekend was ruined. The rooms were decent, but the atrocious service and unprofessional management made sure we would never return. A simple apology and a willingness to solve the issue professionally could have gone a long way, but instead, the manager’s ego and terrible attitude cost them potential regular customers. Absolutely disappointing.

Arrived at the Domaine Grand Baie with great expectations for a 9 night break on the 22nd of Sept 2024 and still here until the 1st of October. Very very disappointed. Insufficient hot vegetarian options. Brought to this to the attention of the female European manager who listened and promised she would sort. She has done nothing and now avoids any form of contact. This is terrible. Breakfast staff are also unhelpful and disinterested and never check in our table. But strangely do if you look European. My recommendations if your vegetarian and South east Asian British. Don't book this hotel as you will get no service and will be ignored.