luckyrach
19 de mayo de 2024
I loved the beach and my 3 night stay was mostly relaxing, but I can’t help but feel a little disappointed overall with the service from the front desk and restaurants. Sadly some of the staff I encountered made me feel unwelcome so I’m unlikely to return. It’s clear some guests receive better treatment than others, I wonder if because I’m younger side of their clientele I wasn’t treated the same? Or perhaps the club/condo owners receive priority? Overall I don’t think the hotel is a good value considering the price we paid (around $950 per night including tax/fees). Communication prior to arrival was excellent and had me really excited! The front desk sent a list of questions for me to fill out (was I celebrating anything, what time did I prefer room cleaning etc). However, some of the front desk employees in-person were unfriendly, dismissive, and not detail oriented. The first issue was that I made dinner reservations weeks before we arrived, but once we checked in on-site there was confusion over which restaurants I had reservations at because it turns out a wedding was taking place at one of the restaurants. Then when I came to them with an issue that they dropped the ball on, they made me feel like it was my fault. Notably there a problem with the hotel arranged airport transportation. Airport pickup was smooth but for the return trip I asked the front desk staff what time I should expect my taxi. I was told a bellman would call my room the day before check out with taxi details and tell me what time they would pick up my luggage. This never happened. So the night before check out I went to ask the front desk in person and was told the details weren’t available. I called later and again my taxi details were never ready. I then went back again the morning of check out and the front desk worker told me a totally different process for arranging the taxi/luggage pickup and was honestly quite rude about the whole thing. Thankfully the bellman guys were very helpful. Another recurring problem at The Reefs was the nearly non existent WiFi and cell service on the property. It’s really bad, borderline unacceptable to the point where I couldn’t receive/send texts most of the day. Additionally the smart tv in the room could not connect to the WiFi (no LAN connection) so it was impossible to log into Netflix etc. Next, while food was great, all of the restaurants and bars were very understaffed even though the high season is just beginning. I believe the hotel was at capacity during my visit so I’m not sure why The Reefs did not have more people working. It took way too long time to have servers initially come to the table (sometimes 10 minutes), and then they would disappear again. Servers were really nice but would forget simple items we asked for, like water. The understaffing was noticeable at Coconuts because the maitre d was responsible for clearing and resetting tables (no bussers?) so guests would wait for awhile around the host
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