TripAdvisor Traveler Rating

The resort was beautiful, however, the staff was not friendly at all and the room service was extremely poor. We had to call 3 times to get what we needed. The food for the all inclusive was extremely limited, cold and did not taste good. The snacks for the all inclusive guest was cold. The employees at the front desk was very nice, however the person for the excursions did not book our activity and we had to find someone else to do it for us at last minute. Our room was great, no complaints. The young lady at the bar by the main building was so nice and pleasant.

For those considering Infinity Bay's day pass for a cruise stop, I recommend it - and beware of hired drivers trying to take you elsewhere. After some research, we settled on Infinity Bay for our family (including four middle school kids) for a cruise stop in December. The hotel front desk welcomed us and had our reservation, and check-in was easy. The resort was clean and the pool area was great for the kids, quite large and very appealing with various areas to go in. West Bay beach is public but within the property line (that includes security), there are beach chairs available for the day pass visitors. The bar and restaurant were large and excellent for day visitors. And there is a beautiful reef for snorkeling (or even just swimming with goggles!) that is directly off the beach (swim down to the left for clear water, and the back side of the reef is better than the front). We were very happy with our choice of Infinity Bay for a great, relaxing beach day. And I really enjoyed the reef - the best "from the beach" reef swimming I have ever done. I think it's probably a 4 out of 5 review but I'm giving it 5/5 based on the lack of other appealing options at West Bay beach. The Kimpton looked nice (they were sold out) but apart from being newer and bit more elegant, Infinity Bay is quite comparable for what you would want on a day pass - the pool area certainly appeared larger. I should add that we we hired a driver (we paid $160 (US) for a van to carry our party of 10 to the resort and to come back and pick us up to return to the port), the driver tried to take us to a different resort - arguing that they "are the same but this one is cheaper". He was quite pushy about it but I suspected it was a kick-back situation and I ask him to take us there first so I could see it, and after arriving I knew that Infinity Bay had to be better and insisted he take us there. Infinity Bay was SOOOO much better! I talked to another cruise guest the next day who had a similar experience but they took their driver's advice and regretted it. I should also say that our driver was otherwise great! Very friendly, informative about the island, and punctual in picking us up.

We recently stayed at this resort with our family of four (two adults and two kids, ages 8 and 11), along with two other families. Overall, it was a mix of highs and lows, so here’s an honest breakdown. The Positives: The rooms were truly excellent. We stayed in a two-bedroom condo that was clean, spacious, and very comfortable. Having a full kitchen was incredibly convenient, and the balcony was beautiful. The beds were some of the most comfortable we’ve slept in while traveling, and we appreciated having the option for daily housekeeping. We also opted to include the breakfast buffet each morning, and it was absolutely delicious. We’ve stayed at many all-inclusive resorts over the years, and the breakfast here genuinely stood out. I would definitely recommend adding it to your stay. Fresh omelette every morning at the omelette bar and I’m still dreaming about the bean and cheese burritos. Another major highlight was the on-site dive shop — easily a 10 out of 10. The staff were beyond accommodating and absolutely wonderful. Our 11-year-old was able to get certified on this trip and had an amazing experience. We appreciated the dive shop staff so much that we would honestly consider coming back just to dive with them again. Loved that they took you straight from the dock. Snorkeling off the beach was also awesome!! The location itself is also great. You can easily walk to nearby restaurants or hop on a water taxi, which was very convenient. The Negatives: Unfortunately, there were several frustrations that impacted our experience. The biggest issue was seating at the pool and beach. If you weren’t down there by around 7 AM placing towels on chairs, you were out of luck. Getting a chair later in the day was nearly impossible, especially at the beach. Adding to the crowding problem, the resort sells day passes to cruise ship guests, which we were not aware of ahead of time. There would be a sudden influx of people from cruise ships, and chairs would be moved around the pool and beach areas sometimes blocking walkways which was extremely frustrating. This also caused long wait times at the on-site lunch restaurant, sometimes exceeding an hour and a half due to overcrowding. The beach towel situation was another daily headache. Guests are given laminated tickets for towels and are only allowed one beach towel per person. Even with a ticket in hand, there were never enough towels available whether we went down at 7 AM, 9 AM, or noon. We often waited hours for towels to be restocked. If you had a boat excursion and needed a towel to take with you, you were simply out of luck. The front desk staff was also disappointing. They didn’t seem eager to help, and despite multiple staff members being present, we were often made to wait for one specific person even for simple requests like making change. Lastly, our group tried massages at the resort spa and did not enjoy them. We ended up walking a few doors down to the Kimpton for massages instead, and the experience there was fantastic. We would absolutely recommend skipping the resort spa and walking over to the Kimpton instead. Truly the best massage I’ve ever had. Final Thoughts: The rooms, breakfast, dive shop, and location were all strong positives. However, the overcrowding from day-pass guests, lack of pool and beach chairs, towel shortages, and service issues really took away from the experience. For us, it balances out to a solid 3.5-star stay enjoyable in many ways, but with enough frustrations that future guests should know what to expect

This is one of the best hotels in West Bay Roatan, Prices are not too bad. Clean rooms. really nice staff. The food at Tapalapa Restaurant is Great. The ocean view from the Tapalapa restaurant is great. Love this place I will definitely come back

I am writing this review while waiting in line for check-out, and I feel it’s important to share my experience so others can make an informed choice. While the restaurant by the beach attached to the hotel was the only positive aspect—staff there were polite, and the no-outside-alcohol policy is completely reasonable—the rest of the resort falls far short of even basic expectations. From the front desk to the cleaning staff (if you can even call them that) and everyone in between, the lack of customer service is noticeable. Guests are made to feel unwelcome, uncomfortable, and are hit with unnecessary fees at every turn. The shuttles are inconsistent, and after a discussion with the manager about it, staff sent what they called “cleaners” to my room—a woman accompanied by a man not in uniform—who entered without asking and began taking photos of the entire room under the pretense that our phone wasn’t working. We never complained about a phone, nor even knew one was there. This felt invasive and unprofessional. While this resort may look nice online, the reality of the experience left a lot to be desired. If you’re visiting the area, there are other options that offer a better balance of service, value, and professionalism. I would recommend looking at the Kimpton or Henry Morgan resorts—they are often more affordable and consistently provide the level of hospitality you would expect on vacation.