disastrous service will ruin your vacation
Dec 25, 2024 tokyojustin Washington DC, District of Columbia
The service issues are endless and ruin the vacation. Horrible service. It’s not just the long line at the check-in desk (and the fact that the room wasn’t ready until 4:30 PM without any apology), but problems exist at every corner. They have no concept of customer service, and it’s disgraceful. We’ve stayed at enough resorts to confidently say…
Read more
The service issues are endless and ruin the vacation. Horrible service. It’s not just the long line at the check-in desk (and the fact that the room wasn’t ready until 4:30 PM without any apology), but problems exist at every corner. They have no concept of customer service, and it’s disgraceful. We’ve stayed at enough resorts to confidently say this is the worst sequence of mishaps we’ve ever encountered, coupled with impatient and rude staff who never smile.
First of all, if you have children, beware that there’s loud music blasting until midnight from the rooftop club, shaking the walls and audible throughout the room, even with the windows closed.
Regarding service: the small problems add up. For example, at 4 PM there are no clean towels left by the pool, and the staff doesn’t seem to think this is a problem. They respond impatiently that “this is how it is.” Just one example. I also find it unreasonable that the pool closes at 5 PM, but fine.
We requested a crib for our room in advance, but there wasn’t one. We also requested a car seat for the airport transfer, but none was provided so we had to wait.
Speaking of airport transfers, when you book a luxury SUV through the hotel, you don’t expect to stand in a long line for a transfer at the airport and then wait another 15 minutes for the driver to show up.
They are completely inflexible. For instance, when it turned out that the crib was too small for our daughter, they charged extra for a mattress for a folding bed (even though we booked a large two-bedroom suite). They’re also the only hotel I’ve encountered that charges for milk for a baby!
When you call to request a towel or pillow for the room, they will repeatedly call back afterward to check if you received it, in addition to sending texts and emails. The problem is, they call at times when the phone will wake up the child. It shows they know that the service is an issue here but that's not solving the substantial problems.
No staff member smiles here—ever. It feels like they’re angry at you. They don’t even smile at the kids or babies.
I stay at other SLS hotels around the world (like Los Angeles), and I’ve stayed at other hotels here in the Bahamas. The level of service here is disappointing. If the woman managing the front desk doesn’t feel the need to apologize for delays in room availability or customer dissatisfaction, it’s no surprise that this attitude trickles down to the rest of the staff.
Read less
