TripAdvisor Traveler Rating

Stay was very good. No problems with resort. Friendly staff and attentive. Very little evidence of hurricane damage.

Having paid a premium for what was advertised as an enhanced luxury experience, we are extremely disappointed that the services and facilities promoted were either unavailable, significantly below the expected standard, or indistinguishable from those available to standard guests. We believe the Signature Package did not deliver the advertised benefits and therefore did not represent value 1. Signature Accommodation * There was no discernible difference between the Signature accommodation and the other Junior Suites available at the resort. The room type, facilities and overall experience appeared identical. * The room itself was outdated and did not reflect the standards expected of a five-star luxury resort. * Upon arrival, the room had not been cleaned to an acceptable standard. Damp towels had been left in the bathtub, indicating that housekeeping had not been completed properly before our check-in. * There was visible mould on the bathroom tiles and on the ceiling, together with a persistent damp odour throughout the room. These conditions are unacceptable in any accommodation, particularly one marketed as a premium Signature room within a five-star resort. Photographic evidence is attached. * There were also maintenance issues, including a faulty toilet flush, together with general wear and tear throughout the room that further detracted from the overall experience. 2. Spa Facilities * The spa was significantly overpriced considering the facilities and treatments on offer. * The standard of the spa did not meet the quality expected from a premium five-star resort. 3. Butler Service * The Signature Package advertised butler service between 10:00 and 23:00. However, we were informed upon arrival that the service actually operated between 11:00 and 22:30. * The service itself was limited, with numerous restrictions on what could be ordered. * Gluten-free food options were virtually non-existent, despite dietary requirements having been communicated. 4. Signature Lounge * The facilities were basic and did not provide the exclusive premium experience that had been advertised. 5. Priority Reservations * One of the advertised benefits was priority booking for restaurants and facilities. * In practice, no priority system appeared to exist, with Signature guests treated no differently from other guests. 6. Exclusive Adult Pool * The advertised exclusive adult-only Signature swimming pool did not exist. 7. Signature Pool * There was nothing that distinguished the Signature Pool from any other pool within the resort. * There was no waiter service or concierge available. * Sun loungers and umbrellas were difficult to obtain, with no monitoring or management of availability. * Many loungers were left occupied with towels for prolonged periods. * The loungers themselves were dirty, heavily worn and clearly in need of replacement (photographic evidence is attached). * The atmosphere was comparable to a family pool rather than an exclusive premium facility. 8. Signature Beach * The so-called Signature Beach (Coral Beach) consisted of only a very small section of the beach. * The area was poorly maintained, with dirty and worn loungers. * There was nothing about this area that justified its description as an exclusive Signature facility. 9. Main Pool Exclusive Area * Although there was a small designated exclusive area within the main pool, it was regularly used by non-Signature guests. * There appeared to be no monitoring or enforcement of guest access, meaning Signature guests received no meaningful benefit. 10. Lack of Knowledgeable Signature Representative * There was no dedicated Virgin Holidays representative with sufficient knowledge of the Signature Package. * Consequently, questions regarding the advertised benefits could not be answered satisfactorily. 12. Failure to Deliver a Premium Experience * Throughout the holiday, there were no exclusive services, personalised attention or additional benefits that justified the premium paid. * At no stage did we feel that we were receiving the enhanced Signature experience that had been advertised and sold. 13. Arrival Experience * We observed other Signature guests being personally welcomed and provided with a resort orientation by Signature representatives. * We did not receive any such welcome, tour or explanation of the facilities available to us. Conclusion The Signature Package was marketed and sold as a premium upgrade offering enhanced accommodation, exclusive facilities and personalised service. Unfortunately, the reality fell significantly short of these representations. In our view, the Signature Package failed to provide the additional services and exclusive benefits that formed part of our booking contract. The majority of the advertised features were either unavailable, inadequately provided or indistinguishable from the standard facilities available to all guests. This is not value for money. However, on the plus the resort is lovely with amazing sunsets, majority of staff are polite and service with a smile. Food is hot and miss and dietary options are limited. Last point it is not Montego Bay!

????? Okieve provided exceptional service throughout our stay and was, without a doubt, one of the best bartenders I’ve ever had the pleasure of being served by. He was always attentive, friendly, and professional, and I never had to wait for a drink even when the bar was busy. What truly set him apart was that he went above and beyond. He even brought drinks out from the bar directly to me and my friends while we were relaxing at the pool, making sure we were always taken care of without us having to ask. That level of service is rare and made our vacation so much more enjoyable. He remembered what we liked, greeted us with a smile every time, and consistently delivered outstanding customer service. Okieve is a true asset to the resort and played a huge part in making our all-inclusive experience unforgettable. He absolutely deserves every one of these 5 stars. Thank you, Okieve, for your exceptional hospitality you made our vacation even more memorable!

I'll start this and finish later with details. The hotel and staff is out of this world its stunning and the Jamaican people are gorgeous inside out. I think the hotel was 5 star at some point but they have stripped back the quality to increase profits clearly. The drinks and I'm no conosour at all but they are cheap cheap spirits that make up the drinks which results in drinks tasting like meths! Their is Red Strip beer but if you pay for our group £1500 you get Singiture which is proper drinks and cornered off part of the beach with a bar including one near the blue lagoon. Saying that their are very few bars open at night The food.... this is the reason I give this place 2 to 3 star for what costs you £10,000 for 10.nights. Breakfast is a buffet Alacarte restaurants are shockingly. Bad. For example Tempura Ice Cream??. What its supposed to look like and what you get... your told it's pestashio ice-cream and it's actually bubblegum ice cream with burnt bits of pastry. I'll complete when we're home but marking down so I don't forget...

Family trip of 12. The resort accommodated our large group for dinner for 6 of our 7 night stay. They were always available to answer questions.