TripAdvisor Traveler Rating

The customer service at the SLS is subpar at best. Linda at the front desk was lovely but much like everyone else at the SLS concierge, and front desk seemed unable to own or execute on completely elementary and base level hotel requests. We paid quite a bit for a one-bedroom suite and we're very, VERY disappointed by the service although the room itself was lovely. A summary of the misses are below: Check-in: On Thursday, May 16 it took over 2.5 hours to check-in. It was only my husband and I and a small bachelor party trying to do so. We were left at the desk with no warning so many times by 4 different front desk attendants, both parties asked to speak to managers and were told we were "being annoying". I'd like to note we were all extremely polite, patient and understanding despite the front desk attendant disappearing without a word and didn't return for half an hour at a time throughout the process. Check-in was 4pm but we didn't get into our room til almost 6p. No one called us to let us know our room www ready, we just happened to get desperate enough to venture back to the check-in. Concierge: We went to the concierge the day before we were set to leave and asked to have a 2p late checkout. We sat with her for 45 minutes where she tried to upsell us on a SLS hotel group membership. Eventually she agreed to allow us to checkout at 12.30p (not 1p) as we were told when we booked with Amex. The day of checkout at 11:05a the front desk rang our phone off the hook saying housekeeping needed to come in and clean our room and we had to leave the room bc late checkout was ever actually added by the concierge to our room. We also couldn't even get a dinner reservation at the hotel through the concierge. The times given to us by the SLS were 6p and 10p (it was 5:45p). We walked into the restaurant at 8p and were seated in 10 minutes. We also told the concierge we had no bags to check and were TSA pre-check and had a 5pm flight, could we leave for the airport at 2:30p (10 min ride to the airport from the hotel). She said none of those things matter and we had to leave at 2. When we arrived at the airport we saw NAS has TSA precheck & global entry and now we're at the airport 3 hours early sitting at the gate.3: With management, the default was always "no" with a smile. There was no accomodati my any request

We enjoyed Baha Bay and the cabana in the Baha Bay Beach Club. Garth was awesome and tended to us great. It was fun, calm, and relaxing. The cabana had everything you could imagine. The infinity pool was gorgeous and perfect for photo ops. Definitely a fun spot

Garth and Theran took great care of us. Beautiful!! If you got to Baha Mar this is a must. Pure relaxation. Drinks and food are great. The scenery is amazing and the music helps to relax and just chill. Enjoy your stay by treating yourself to the special place!

We decided to spend a full day at the Baha Bay Beach Club. Garth was our attendant for the day and he made everything extra special. He made sure we had everything we needed and went above and beyond. It was truly a 5 star experience. Because of Garth’s service we have decided to book another day at the Baha Bay Beach Club. I hope we have the pleasure of spending the day with Garth again!

The women who work at Baha Mar were EXTREMELY rude. Every time my friend and I walked by they would roll their eyes. We asked for help making a reservation for a sun chair and we were told that we had to go to a website to make it even though the woman had a clip board with the reservations. She wouldn’t even tell us what was available. We called the front desk and they said to go see the woman who had the clip board by the pool. I went up to the bar to order a drink at the water park and when I asked for a drink menu the 2 girls and guy rolled their eyes and mocked me. They had absolutely no customers. We spoke to the manager at the park about this. My friend and I went to the rooftop bar one evening and this guy bought us drinks and said he was not staying at the hotel. He told us he was friends with the bartender and he was whispering to him as he ordered the drinks. I just thought they were friends. Later on, my friend was acting really weird and I realized she had been drugged. I was taking her back to the room in a rush and asked the large bouncer by the elevator if he could help us and that she had been drugged. He turned his back to us and acted like he didn’t hear us!!! When we got back to the hotel room, I called the front desk to ask for help. They hung up on me as soon as I said my friend had been drugged at the bar. I tried to call back again and no one would answer. Then, I couldn’t even get a dial tone! The next night we were at the bar and there was a guy that kept approaching us trying to get us to take a drink from him. We kept declining. It appears to be a reoccurrence at this establishment. The room we were staying in was upgraded upon arrival and the door never closed all of the way. It always got stuck open and had to be slammed shut. Several times when we came back to the room, the door was open. I would not go here again. They do not want anyone finding out that people’s drinks are drugged and they do not appreciate tourists.