TripAdvisor Traveler Rating

Went here for my son’s birthday to gain access to the water park and aquarium at Atlantis. Never got to visit any because of the weather. Got a late check out for noon on our final day and clearly it’s a lack of communication in this hotel. The housekeeper came straight into the room while we were getting dress at 11:01am, TERRIBLE EXPERIENCE and UNACCEPTABLE! The resturant staff were very friendly and that was great.

Very disappointed in the front desk check in process and scammed for amounts owed. The “manager” Javan was extremely bc to work with and after providing him with receipts and price breakdowns he insisted it wasn’t correct WITHOUT showing us any proof of his breakdown he said he “couldn’t show us his” he charged my card and additional $669.96. Then proceeded to say it was a “glitch” in the system and $ would be refunded. Here we are 4 days later and no refund whatsoever. I am fully aware of the resort charges etc and paid them what Javan is doing is a full blown scam that needs to be reported.

They changed their policy and the information on the website is not clear. You only get access to Atlantis after 3pm and they won’t even give you the card until after 3pm. No where in the website does it state that. It’s really not worth staying here for the access, Very run down unkept hotel. It’s giving SCAMMY the way the website says one thing and they tell you something else when standing at the desk. Would not recommend.

Bedrooms smelled moldy and musty and we were not able to open the sliding patio door for fresh air (it was locked permanently). The bathrooms had brown corners and were functional but really old and gross. The sofa bed is only for small kids. We stayed here on Choice Points for the Atlantis access. With free breakfast we thought it would be a great value - and it was but really not worth the hassle or conditions. Here's why: Check-in took forever as each person takes at least 15 minutes to check-in and be given an explanation and the line starting at 3 pm is really long. I think we waited about an hour to check-in. Free Hot Breakfast is served in a very small room and you don't want to sit outside unless you can guard your food from the aggressive birds. Quality was fine and sufficient, not many choices. The process to get Atlantis bands has you walking to the bottom of the Royal (you'll go through the Dig Aquarium to get to the water park) which takes about 8-10 minutes, and then you may wait in a line that is 15-40 minutes long to get your band. Every adult needs their ID (or pic of it) and their orange card from Comfort Suites. This must be done EVERY DAY and is a huge time waste. We had to pay the service charge of ~$50 per person over 11 years per night, even when staying on points, it didn't make it that much cheaper than staying at the Coral at Atlantis with older kids. Pros: They will hold your luggage on your last day in a secure room which is great. The employees were all kind to us. Bahamians are straight forward in their culture so don't expect Japanese politeness. We had two rooms due to a family of 5 (and relatives) and if I had to do it again, I would book at Harbor or Coral. I did not feel it was worth all the time wasted and the awful rooms for the money that was saved.

From the moment we checked in at the front desk with Aleria, everyone was super nice, approachable, helpful and polite. The staff is amazing! Aleria was informative and made sure we understood the process of obtaiing Atlantis wrist bands, made sure we understood the bill and just all around pleasant to interact with. entire staff from front desk, security, house keeping to kitchen staff was great. Room was what one would expect. Some improvements i would like to see is a quiter AC unit, better working WIFI- yes i know on vacation however some things back home still require attention and finally the breakfast process. Maybe make 2 sided and also when it is after 9;30 not much food is brought out and "stuck' with what is left. i feel open till 10 so keep it stocked till 10.