The Royal at Atlantis

Booked a trip for Dec. 2020. Due to pandemic canceled in June. To date (Sept. 22, 2020) have not refunded my $6,000! First was told 30 days, then called in July 60 days. Now its 90 days! Reported them to credit card company...done. will never book there again

Visited the hotel as part of my cruise ship tour and it was unbelievable. Everything is GRAND ald beautiul, I wish I could've stayed longer. Next time, instead of touring the island I would purchase the day pass. It's well worth it!

When we heard travel restrictions from the US were lifted in June we were ecstatic to book our long awaited family vacation. We secured a reservation at the Royal Suites and promptly paid in full a VERY large deposit. Two weeks later the Bahamas Government suspended travel from the US and our summer vacation was a wash out. When we called the Atlantis to request our refund they told us that it would take up to 90 days !! It took them 90 seconds to swipe my credit card, and now I cant book a replacement vacation until my funds are returned to me.... Nice policy Atlantis !! You guys really know how to screw with a patrons personal finances !!

Having booked a stay prior to COVID 19, I canceled about 75 days prior to my scheduled arrival date due to COVID travel concerns. This cancellation was well with the required "15 days prior to arrival requirement". The cancellation was confirmed along with a statement indicating a credit would be issued to my credit card within 60 days. (This time delay due to COVID shutdown) After waiting 75 days, I called and was told that due to shut down and short staffing they were running about 90 for refunds/credits. After waiting another 30 days, I called again only to be told that they would "expedite" the request to the accounting department.. I have waited another 30 days, now a total of FIVE months, and called today only to be told that they are still running behind and they don't know when they will have the refund/credit processed. In the meantime, I am being charged interest on the amount that should have been credited long ago. It is also interesting to note that they have staff available to be actively "taking new reservations" . This has been a very frustrating and disappointing experience with what I thought to be a 1st class resort. They have lost me as a customer, never again.

Booked a visit to Atlantis for April, cancelled in March due to covid. I was prepared to wait the 90 days for a full refund. But here it is WELL past that timeline. All customer service, whether email or phone is just a waste of time. How about training customer service to apply refunds?? Can't express how frustrated this process has been. Nevermind the extra interest accumulated on credit card statement. Heidi