The Beach at Atlantis

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.

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!!

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!!

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.

Despite the property closing completely, they have refused to refund a hotel reservation. They took money, failed to deliver a service, and are trying to force future travel. I understand that they are afraid of losing money, but this is horrible customer service.