The Royal at Atlantis

I usually prefer to give no comment if I can't say anything good, but this went beyond tolerance limits. I'll just name some (not even all) poor experiences during my 2-night stay over Christmas weekend. 1) I booked directly on the hotel website, and there was an additional F&B promotion where you pay $100 to get $115 in F&B credits for use during your stay (use it or lose it). I bought $200 F&B credits (i.e F&B value $230), and paid in full with my room booking. On the first night at Carmine's, my friend signed the bill to our room. They said her key card wouldn't work, so I gave mine, but she signed the bill anyway. On the second night, she went to Seafire on her own, but they told her the room was not in her name, so she cannot sign to the room. In the end, she paid $112 by credit card to settle the bill. The next day, we went to the Front Desk at ~9.30am to ask for the $112 to be credited back to my friend's credit card, and for the charge to be applied against the room's F&B credit instead. (a) Eric, the Front Desk guy, said he didn't even see F&B credit in my booking in his system. He was semi-convinced only after I showed him my confirmation email. (b) Reservations was supposed to open at 10am. After an hour (if Occupancy was not in low tens, then how will they manage if ??), Eric said no one at Reservations was picking up yet. Thankfully, Eric was responsible. He spoke to his manager at the back, and he assured me he will get in touch with Reservations first and contact me later. He would allow me to check out without paying for the other F&B charges to the room (but of course! I already paid upfront when I booked the room and they charged my card!) but wouldn't be able to credit my friend's credit card till he spoke to Reservations about the missing F&B credits. (c ) On 12 Jan 2021, not only did they not yet credit the $112 to my friend's credit card, they additionally charged $220 to my debit card again! So now, there's a triple charge! As of today, 23 Jan, there is no resolution. I echo 593suea's review... they are VERY bad at refunding anything. So, anyone who gives 5 stars just simply didn't encounter a situation where they needed a refund. Anyone who has even the tiniest need for refunds... God Bless You. 2. Booked for 80 mins massage + 25-mins scrub at Mandara Spa. Asked me to arrive 30 mins early to enjoy the facilities. But: (a) told me that the steam room was not working, only sauna working. (b) the complimentary drinks and snacks section... had no cups, and no snacks! So, where's the sincerity in asking the guests to enjoy? (c) For the price they charge, they should at least offer a welcome drink or a hot drink after the entire journey, or a foot bath at the start, or put a bowl of flowers with water for customer to look at face down. Nothing of the sort. (d) Freaking cold aircon and when I asked the therapist, she told me it cannot be adjusted, to prevent germs. It's low 40 degrees out there, my friend. The so-called heated bed doesn't even feel like it got turned on. And the therapist didn't even offer to pile on 2 more towels. (e) Therapist told me that the fire hydrant pipe burst the previous day and so some of the treatment rooms have no hot water, so I switched rooms between treatments. And the shower stall in my 1st treatment room kept giving out a dripping water sound. It was annoying, until the therapist totally turned it off. Must be a VERY aged spa with bad Repair & Maintenance issues. 3. We wanted to walk to Four Seasons, but the security guard at the Convention Center gate told us that we are not allowed to leave the resort. He said if we left, we have to take a Covid test to return to Atlantis. I told him we already have the Covid test in order to even enter Atlantis. He insisted. I told him but Atlantis, Harbour Bay Resort, and Four Seasons have shuttles traveling among them, so why can't we go to Four Seasons? He said we can go there by taxi, or by the shuttle, but not by walking. Can someone tell me, what makes him so sure I won't catch Covid while taking a public taxi, or a hotel shuttle shared with other people, versus walking outside in fresh air with my mask on?? It was also the way he said it. Rude. For those who insist on still going, check out Plato's Patisserie at the lobby of The Royal for good bakes, pastries, sandwiches, light on the pocket, over-manned by enthusiastic staff. Saving grace, other than the fact that we got newly remodeled rooms. And while you're there, check out the free sessions organized by the Fitness Center. In particular, one of the fitness coaches who leads the Boot Camp/Yoga lessons (Keith?) is a good coach. He is patient and observes your fitness level and tries to tailor it to the class level. The other people in the gym are also helpful when asked questions. The bell/transportation team is also pretty good. They would ask you where you want to go, and help you call shuttles and all, with energy and a smile. Staff in most other areas were not guest-oriented. Occupancy is so low, all the more you have the time and opportunity to show that you care. But no, staff will even let you walk into dead-ends without pre-warning you. Most people go to the Bahamas for a vacation, so, it's sad when a bad experience ruins all the efforts put to go visit during this inconvenient Covid period. At the end of the day, Atlantis isn't for everyone. Maybe I'm just not their target customer.

I reserved two rooms at the Royal Tower of the Atlantis for May 9-16 Covid -19 happened and my prepaid reservations were canceled because the hotel closed. It’s been 8 months and I haven’t received a refund, despite multiple communications by me and promised refunds by Marriott Very disappointing as we have vacationed at the Atlantis often since 1992.

I was sad the Cove was closed in January, however we were moved to the Royal and had one of the newly remodeled rooms. It was light and bright and ultra clean. Only the Royal and the Reef are open right now. They are perhaps at 20% of occupancy. There was lots of space, no lines and i felt completely safe. You need a covid test within 5 days of your arrival. You can not leave the resort or need another test. If you stay 6 or more nights you will need another on site on day 5. Atlantis is the cleanest it has ever been. The pools at lots of space between chairs. The casino is non smoking and i LOVED it. I hope they stay that way. The workers were happy to see us and all were very happy to be open and able to help. The buffett's are closed. But there was ample to eat. It was a great escape away and safer than going to Walmart. The flights were empty, beach empty and no one crowding you. I can not wait to come back. There was ample sanitizing stations with liquid and wipes.

Where do I begin? I booked a trip to the Nassau for my family of 6. We were upset to see Atlantis had closed so we had to rent a house. Prior to arriving, Atlantis opened back up. We were so excited, we booked 2 rooms for Sunday and Monday night, the 13th & 14th of December. We were well aware of the Atlantis, Paradise Island & Bohemian rules. If you were to stay passed 5 days the government requires you to get another COVID test. I printed out Atlantis's requirements and accommodations during the pandemic. They specifically stated they had on site testing for all of their guest every day on the website. I'm sure you see that. Considering the rules for the island were, if you stay past 5 days you need to retest. No problem right. WRONG! Huge problem, because there was no testing that day. And there was no testing on the entire island. Everyone being held called all over the island to every medical facility. We arrived on Sunday and my family as well as about 20 to 30 other people were being held like hostages in a 3rd world country by security at the bottom gates. They wouldn't let any of us in because we did not come straight from the airport. Myself as well as everyone there were so irate and confused as we were all in agreement that we can use their testing site as stated on their website. Not to mention if we were all booked to arrive that day from outside Paradise Island and there were no labs and testing sites open on the island then they were the only place to get one. The Manager, Marcus, was as useless and helpless as one can get. He pretty much said nothing, skating around us on his phone telling us he's sorry. The entire security staff kept apologizing and expressing how confused they were as well. They said normally the testing site was open but "Not Today". After 6 hours of my kids sitting in the grass hot, tired, hungry and upset, I decided to leave and go back to a house rental. The most frustrating part was listening to the people on the phone when you call Atlantis that there was no problem booking a room, there's testing on site, everything is normal as usual yet their was a SH!& Show of upset guests. As we waited for out taxi, we were told that management was trying to get someone out there to test everyone to let them in. I wasn't waiting around for that, as we only had 2 nights there. I wasn't going to wait a minute more for their unprofessionalism and incompetence. What was more infuriating. I called the next day to speak to the front desk and the woman was confused and perplexed as to why we were told there was no testing. She said, they are there everyday and currently there right now in Beach Tower. I explained what happened during our arrival and she was shocked. I had called to get our money refunded and she suggested I contact customer service quality assurance email to explain our situation, refund and compensation for our troubles. Do you think we ever received a response? Nope, not one. We got a refund, so I know they read it. But no decency to even apologize for flying 6 people from Connecticut to stay at their resort just to turn around and sit in a house. I flew those kids down there for the water park only or I would have never gone. What waste of money. I spent my birthday vacation crying due to the disappointment and moreover, not giving the kids the vacation they expected.

Just came back from a trip to Atlantis. Great to see the place is operating again. The staff was awesome, very friendly and helpful. Food was also very good, and we tried several of the open restaurants. Not everything is open every day (yet) so be aware if you are going soon. Covid protocol is pretty strict, but it was welcomed. At the pools and slides, masks were not required but anytime you went to a bar or in the buildings you had to sanitize and wear masks. Crowds were non-existent, so it was easy to social distance. Very happy with this trip!