TripAdvisor Traveler Rating

We had a poor experience at the Infinity Bay resort and I will write reviews reflecting this all over the internet. Our “garden view room” was 2001, the last apartment on the first floor next to the maintenance/housekeeping center, which was so loud by 6:30 - 7:00 am with workers screaming, laughing, dragging cleaning carts and equipment, etc. The second day at Infinity Bay, the toilet stopped working so we had to call maintenance to fix it. The third day, the air conditioner stopped working and we had to call maintenance again. The maintenance man said that the unit was frozen and he needed to go up to the roof to check the exterior unit. He said that he was coming back to the apartment but he didn’t. We spent the night in a hot room, so next morning we went personally to the front desk to find out what happened and learned that all the maintenance man did was to turn the system off. The front desk manager, Bryan, asked us when we were checking out and when he found out we were checking out in a couple of hours, he offered another room. We were leaving!!!! We should get at least one night’s refund for all the inconvenience that we experienced. Unfortunately, management doesn’t understand the importance of training front desk clerks. There were 2 desk clerks upon check in on Thursday afternoon at 1:00 pm, which created a long line of customers waiting to get checked in. The room was not ready upon our arrival, so we were given a free drink voucher and were told to head to the pool bar/restaurant. There were six bartenders at the pool bar. Six!, within a space that was comfortable enough for four. In the meantime, one front desk clerk was tied up with one client for over 30 minutes, leaving only one clerk available for all the new arrivals. Every time we called the front desk for information, there was no answer or the clerk just could not help. For example, I called asking the Spa hours to book a facial/massage and the clerk did NOT know, offer to find out information and call me back. So, we tried the free rum punch offered to us at the pool bar and I must say that it was horrible! All the drinks are low quality alcohol and overpriced (average $14.00 per drink). Breakfast was plentiful, so no complaints there. The place itself is in need of an update. The pool is missing tiles and is in need of a mega cleaning. The pool bar is dated and the bar top needs replacement. They also need pool umbrellas next to the pool chairs. I counted two in the entire resort. The only umbrellas are attached to the round tables. Snorkeling in the beautiful reef was outstanding!

Our family of 3 stayed at Infinity Bay June 18 -26 and we had a great time. We were there 20 years ago when only the Palapa bar was there. The resort itself was great, the breakfast buffet that was included was great. We did not do the all inclusive. The staff was friendly and attentive. The only bummer, which was big, was that someone opened the LOCKED safe in our room while we were out and stole $540 from us. I had a couple thousand dollars in there so maybe they didn't think I would notice? why not take it all? I brought it up to the front desk and was told "Sorry about that". Yes, so we won't be staying there again.

We had a great time with family and friends and its because of the professional and personal service Derald Bailey gave our family during our stay. Across the board when we would talk in our group of 20 travelers about service, Mr. Bailey's name repeatedly was mentioned. What an amazing experience it was to be served daily with such a smile and the most amazing will do attitude. Mr. Bailey will be remembered as a standout. Derald Bailey is a great big asset to this resort!

We love the Infinity Bay Resort. We recently stayed there for the third time. The location is great being able to snorkel any time we want. The pools are fabulous, right at the beach. The buffet breakfast is great with lots of choices. In particular, the staff were very kind and helpful. We met a delightful man, Derald Bailey, whom works with the food service. Meeting him was one of the highlights of our trip, giving us special memories to keep with us. He was always helpful, pleasant, and always went over and beyond to help us. Since we were there for awhile, he became a dear friend. We do have one suggestion for the management. Each of the apartments were stocked differently with kitchen supplies. They should have a standard list and have them all have the same and adequate supplies.

We recently stayed at Infinity Bay in a three-bedroom suite, and overall our experience was mixed. The location on West Bay Beach is excellent and easily the hotel’s biggest strength. Our suite was extremely spacious (around 2,700 square feet) with 3.5 bathrooms, giving our family of four plenty of room to spread out and relax. That said, for a property costing nearly $1,000 per night, we expected a higher level of quality and maintenance. The beds were very hard and uncomfortable, several drains did not work properly, some furniture was broken or uncomfortable, and there were a number of general maintenance issues throughout the suite. Some advertised amenities, including the jacuzzi, were not functional during our stay. The beach and pool areas were nice, but service was average and the on-site restaurant was significantly more expensive than many excellent dining options nearby in West Bay. We also found the constant approach from beach vendors to be somewhat annoying, although that’s not unique to this property. Overall, Infinity Bay offers a fantastic beachfront location and large accommodations, but the maintenance, amenities, food value, and service fell short of what we expected for the price. We enjoyed our stay, but left feeling that the overall experience was somewhat underwhelming given the cost.