My sons were both staying here last month and the experience was beyond AWFUL. My one son was not allowed to leave due to a false positive PCR test (with no confirmation it was actually his test due to a delay in sending the test out). He was stuck in a hotel room for 3 days with NO water or towels. He was also was not given a room key so he was not allowed out of his room. My son was denied BASIC HUMAN NECESSITIES and the hotel would not even have the deceny to call me back. We were charged $142 for WATER for 3 days and it took on average 4 hours to even receive water or food. We have stayed there many times in the past and would NEVER even recommend coming back or telling others. The LEAST the hotel could have done is apologize or give special pricing for food, but instead the prices were OUTRAGEOUS and options were limited. Over 15 hours has been spent on the phone with the hotel with NO success. The paradise healthcare can not even find the test results that allowed him to leave the area so I am unable to get an insurance reimbursement. What should have been a 4 day vacation, turned into 7 days of misery due to the hotels lack of consideration and ability to simply provide basic necessities.
Customer Service is horrible
Apr 06, 2021
We followed all Country covid testing requirements which were identical to the requirements on our Marriott reservation. Upon check-in the manager said our covid test expired the day before so we could not check in (the covid test due not have an expiration date). Extremely rude and arrogant. He said he didn’t care what my Marriott reservation email said and that it was my responsibility to check their website. He told me where to go get testing - at $165 a test for my family if 5. I agreed to take my family for testing and requested that they reserve our rooms so they would be ready when we returned. He rudely said they don’t do anything for people with expired covid test.
After we left I reviewed their website. It references the country travel requirements for Covid testing (which we were 100% compliant). Also, the next test we needed at 5 days in country was a $20 test (not the $165 test) and later found out we could have done that test right there at the hotel. Not only was the manager wrong, he could gave made this much easier on us.
We went to a clinic in downtown Nassau and got the test total if about $200 with taxis. When we returned there were long checkin lines (30 plus minutes) and they no longer had our room type (2 rooms - ocean view 2 double beds) available so they wanted us to take available rooms. We opted to wait until our room type was available (another hour).
After check in I emailed the General Manager twice. Never heard back. So I guess it is acceptable to treat customers this poorly. I also checked their website again upon return and it has not changed. We were always in compliance with the covid testing requirements in our reservation and for the country - and their website.
Our annual trip for a reason!!
Dec 14, 2020
I love this hotel. My girlfriend and I go to this property once a year and we are always thoroughly impressed. We were upset that we couldn't do our trip this year due to covid but was super excited to hear that Atlantis was opening on the 10th. We will be back to this amazing property and can't wait to see the amazing staff. Especially Shakara Johnson-McKay and Paul Major. See you guys soon!!
The BEST HOTEL EVER!!
(Miami Beach, Florida)
Oct 26, 2020
This hotel is awesome! The staff is so nice my daughter and son are 16 and they were able to hangout with their friends in their own room and since my husband is in the military they gave us a discount to $55/a night! I love this hotel!!
Aug 27, 2020
Just putting this out there for anyone that planned on traveling to Atlantis Hotel & Casino, Paradise Island, Nassau, Bahamas once they reopen. I am very sensitive to how Covid-19 has affected operations and finances in every industry. However, I am not cool with poor customer service & feels the response of a company speaks volumes. My trip was planned for 3/27. The ONLY reason I cancelled is because the DHS said they weren't prepared to help folks get back to the US if they traveled internationally & got stuck. I contacted Atlantis on 3/25 by phone, and was instructed to email my refund request. Today is AUGUST 27...I have yet to receive my refund for this trip. It's been over 120 DAYS...a runaround of phone tag & emails without success. Searching this morning for options, it appears that trend has continued for other travelers as well. As much as I love the beach & wanted to visit this resort, Atlantis Nassau will NOT be getting any business from me in the future. I am going to continue to post my experience online and will begin to include email chains until I get a response. Again, I understand the resort suffered losses from Covid-19, but so have I as an individual, and I can really use my money right now.