Rated 4.2 out of 5 by 696
Rated 4.0 out of 5.0 by Jenecoke Excellent food and great service.
I have been to this resort in the past and I cannot put into words how different this visit was. I was very surprised at the quality of the food, it was amazing. Service was great and all the staff were friendly. There was only one bump in the road around transportation to Margaritaville. The issue wouldn't have happened if shuttle times were listed or if front end staff was aware of times. Overall we had a wonderful experience at the resort and will probably return at some point.
October 7, 2015
Rated 2.0 out of 5.0 by HappyGuestGraduateParent Disappointed
Unfortunately I have to give the hotel a less than good rating. This is my second time to this hotel since 2002 and I could not believe the decrease in service and attitudes. I will list as Pros and Cons
Pros: VIP Check In, mattress in suite was excellent, the shower in the bedroom was awesome, the private island is wonderful.
Pros: The Rose Hall Lounge and its staff.
Cons: The staff was unprofessional and not courteous. I needed assistance checking in for my flight (hotel Wi-fi was terrible) and I was given the run-around by the VIP area, the front desk and random staff. I ended up paying $5.00 for 2 minutes of Wi-Fi so I could do my flight check in. I asked to speak to a hotel manager and was told no-one was available.I then asked who the owners or next in charge was and was told they don't have one. Unprofessional service and delivered with attitude.
Cons: The buffet food and Sorrento Restaurant was disgusting. Very limited to no Jamaican cuisine and the food was semi-warm. There was no variety on the buffet menu and the food was bland. The wait staff Women) in the buffet area were rude and did not provide adequate service. On my final day I saw the owner was there (the wait staff greeted the guest and worked exceptionally hard to please you) which let me know someone in charge was there. I introduced myself to the owner and shared my experience (he was very unconcerned) which is why the hotel is nothing like it was in 2002
Cons: The Guest Relations desk attendees were not helpful. They didn't provide good information about the tours and consistently told me (3 times) to come back because the people they needed were not in (10:00 in the morning). I felt as if I was inconveniencing them.
Cons: Nadine provided a great message and pedicure despite the outdated equipment in the spa. My pedicure took place in a nail table chair and my feet were in a plug in portable foot massager that never got plugged in. The spa really needs an update. Don't spend the money.
Cons: My room (7132) was a one-bedroom suite which was not cleaned properly my entire stay. I did speak to the housekeeper, but no change. I noticed my floor had not been swept in two days so I asked the housekeeper in the evening if I could get the room swept and she handed me the broom and dustpan. Guess what? I swept my own room. I noticed the bathroom floor had not been mopped because there was a spot on the floor over the sink and it remained for two days until I stayed in the room one morning when housekeeping came to make sure it got mopped. The commode continuously would not flush (new push button commode). Not sure why. The curtain rod in the living room fell to the ground (maintenance did respond rapidly).
All in all I would not, nor could I recommend the property to anyone. I will never visit the property again. This is too bad because my first visit here was awesome in 2002, but I am unable to say that again.
October 6, 2015
Rated 1.0 out of 5.0 by KatieRobi AWFUL!
Our first trip was amazing. Second was a nightmare.
\We brought 5 extra people too, booked a total of three rooms.
Treated like garbage. Ignored by staff. Staff was rude and unhelpful.
The rooms were not cleaned most days and the staff does not care. I was injured and ignored by staff. Still waiting to hear back almost a year later. DO NOT GO.
Food is ok at best the staff is awful, rooms are ok. NOT WORTH IT!
They need Customer service training.
October 3, 2015