TripAdvisor Traveler Rating

Spectacular property, great water park for kids and adults when the attractions are open, excellent food. But egregiously over-priced, such as $28 US for a bottle of suntan lotion that costs $10 in Canada. Water park attractions close without signage or warning, no explanation of why or when they'll re-open. Don't bother asking the even the VIP Lounge for assistance as they don't address the issues. Its sort of a Marriott property, but your status means nothing and no points earned for room charges ... something you're likely to discover after weeks of asking since nowhere does Marriott ever disclose this trivial fact (not so trivial when you look at the prices for things you can charge to the room). Bottom line - way overpriced and very weak service for what is claimed to be a high end property. And the points you might have earned on room charges to offset 1% of the cost - no chance.

We have been going to the Atlantis for years. Since the former owner. We are heading down again in May 2024. We love it. After all these years there is still so much to do. Once you go you do not want to go to any other island, although we have been to family Islands and enjoyed the as well. Sit back and enjoy this wonderful experience.

Lacks luster compared to all inclusive resorts in Mexico. The rooms and facilities are very dated and it seems like all employees are so put off by the slightest guest request or question. The hospitality is severely lacking. Beach chairs and towels are dated, not working, faded or unattractive. High priced food choices that are convenience store choices in the US. Our room view was of a roof even though it was considered a terrace view, the light in the shower didn’t work, the paint was peeling off the doors and the hook for towels was removed but not painted or latched over. Parts of the iron were broken and the ironing board wouldn’t stand up on its own. The price just isn’t worth it to me.

Really bad food. Quick service food is gas station quality. There are a few decent restaurants, but good luck getting a reservation. Wait times for Aquaventure are insane and at least 2 slides were shut down every day of our 5 day trip. Getting pool towels and seating was a daily nightmare. The are playing it fast and loose with the term "ocean view". We mostly had a view of a dirty lower roof top for the cost of an ocean view. The room itself could have easily been a Holiday Inn. Shocking for the cost. Our room was not cleaned properly - amenities not replenished (or filled before our arrival), trash not taken out, etc. We did not have the no service light on. I think they just reset the linens and left. Staff is unhappy/unfriendly. Not all, but many. Spa was mediocre. Massage itself was fine, but the spa accommodations were subpar compared to other high end hotel spas at equal cost. Dolphin Cay was a decent experience but way over priced. I have about 10 other complaints but the low general quality and low food quality for the costs were the most offensive.

I am writing this while I am sitting here waiting for security to come and write this report that I need in order to start a complaint process and the manager is in a meeting which means I have to wait longer after to get my issue across. I started staying here since Thursday night and today is my last day. I am a pregnant women in the last trimester and was stuck in the elevator Thursday night for an hour. I was by myself since my husband and child wanted to see more fish after dinner, I decided to go back to the room myself. When I got into the elevator, it started going up to the 7th floor, then 4th floor, then up again then down again a couple of times and started to shut off. I felt like I was going to die. My room is on the 14th floor. While the elevator shut off, I turned on the call button, the women kept asking me what room number and what floor I was on, the numbers didn’t even show on the screen anymore and I could barely hear her. They really need to work on their elevator system, it’s dangerous and outdated. While I was waiting in the elevator I was traumatized. I will be forever now going into any elevator. The guy that got me out was very nice but I felt like he brushed it off and saw that I was pregnant and finally said oh I’m sorry for waiting for so long, like he could have came earlier. There was no service in the elevator so I couldn’t reach my husband. He said he had gone to the front and security but they barely cared. Just will get back to him of they “hear” anything. He even said the timeline didn’t match, they could have told him that I was stuck in the elevator for a while but they ended up telling him later. He was worried for a while and taking care of our boy. I complained online website and they never got back to me. I called from our room and they said I needed to come down. Now I am down here waiting on our last day for probably a couple more hours instead of enjoying my last day. They can’t even give me a late check out. This is ridiculous and I don’t think we will ever come back here. The service has been subpar and what a shame for such a beautiful resort.