TripAdvisor Traveler Rating

So we had a fantastic vacation until the last day. 24 hours before our departure my wife worked with the concierge to modify our departure time from 9am to 2pm. The conceriege handed her the phone so she could personally speak with Majestic Tours about changing the departure time and they confirmed it. We sat outside for 30 min the day of our departure before we finally got the bellman to call Majestic. Majestic claimed we never called and basically told us we were on our own getting to the airport. Luckily we got a cab and made our flight but I would never use Majestic Tours again for transport. It is sort of sad because otherwise it was an amazing trip. My advice is to spend the extra cash and get a cab. I sent an email to Atlantis also but never heard back from them either.

Here is my honest review. First time coming here. We think the place has been great. Very expensive. Excursions are way over priced. It’s not a top of line hotel but it’s what we expected it to be. It’s nice and it’s located near everything. Our maid Santerque Baui (hope I spelt her name right) was the nicest person we’ve met staying on this resort who works at Atlantis. She’s been so kind to our kids. Always smiling and We wish everyone was like her here. She seems to really love her job. And our room has been immaculate when she cleans it. Atlantis has been amazing. We will definitely come back in the future. The weather was perfect the beaches and pools are great. Only thing I will say that has been negative. A lot of staff doesn’t seem to into their jobs. We encountered some staff that felt bothered when we asked or needed something. Other than that great trip.

We booked with our host as usual. He was told when we booked that this was for our grandson’s 16th birthday, two years prior we took our granddaughter for her 16th birthday. We booked two rooms which both were to have two beds per room. When we went to check in is when we were told that there is a charge of $50.00 plus taxes per day, per child. We were never told I’d this extra expense as we were there two years prion and did not have to pay this. Our sleeping arrangements were uncomfortable with four adults and two kids and only three beds. After spending well over five thousand dollars in the casino they usually comp something towards our bill at checkout, if they did it was little to nothing. Such a disappointment ! After talking to many people at the pool and restaurants we heard a lot of horror story’s. Our one friend checked in and about one hour they went to the pool to get bracelets and were told that someone had already gotten them. This is scary as they would have had to known their last mane, room number and check out date. They got the run around to get new keys to the room so they felt safe. Really sad we loved The Atlantis but it seems like the employees are not as friendly and we are a pain in the ass if we bother them. Sorry Atlantis there are many other vacation resorts that would appreciate our business

Overall It's an incredible place, extremely poorly managed. The staff ruins the experience. You see photos and the place is really that amazing in real life, until you have to experience the services and staff. More details below. Room readiness The room where we stayed in our first 3 nights was located next door to an elevator that had a very loud intermittent whirring noise all night long which woke me up several times. We requested to change rooms. There were also rusty parts in our room. The entire environment felt aged and not well looked after. When we moved to the new room, the balcony door was stuck shut and we had to ask someone from maintenance to fix it. The safe digital screen was broken, although the safe itself worked. Not what we expected for a $700/night rate. Staff helpfulness In most of our interactions we felt the staff came across as uninterested and disengaged. This was particularly annoying while we tried to address the room change issue. Also, every day we went to Aquaventure and couldn't believe how often some slides were closed off for no good reason. When we asked the staff why they had been closed off, we were told to talk to someone else. It came across as the staff weren't bothered at all. Dining It was a mixed bag. Nobu was outstanding as expected. Silan was excellent too. But Chopstix was so bad we couldn't finish our food and had to buy pringles on the way back. Marina Pizzeria was very good, but over the weekend they ran out of pizza halfway through the evening (it was around 8.30-9pm). Aquadventure Like Atlantis overall, Aquaventure is an amazing place, very badly managed. We went there every single day as we have a young kid. The water temperature was too cold. The staff was unhelpful at most times and inexplicably closed off several of the rides. The worst thing though is the over crowding. To our surprise, they sell day tickets to Aquaventure to people not staying at Atlantis! And these people arrive early, get all the sun beds and crowd the place. You pay as much as we did, you'd expect exclusive (or priority) access to Aquaventure, but no. Fitness center Fitness Center closing at 7pm is ridiculous. I would like to enjoy my day in the sun/pool/beach and then go for a workout before dinner. I can't understand a hotel this big with a 24-hour casino can't have 1-2 staff members to man the front desk at the fitness center until later in the day like 9-10pm. I'm not asking for a 24-hour gym, but 7pm is ludicrous.

I rarely write a review like this but I need to share this terrible experience. I was celebrating my 70th BD and booked this trip with my family over a year in advance. I requested a room on a high floor with a balcony and a view of the harbor. We were given a room overlooking the filthy roof of the building. I requested a new room from the manager and instead of trying to accommodate, he made it so inconvenient - must vacate by 11a the next day and could not get into a new room before 4p. Staying at the Atlantis Resort is extremely expensive and to have to look at a roof top for our entire stay with our granddaughter took away from the pleasure of this trip. Be very careful when offered a HARBOR view at this resort. Even if you plan a year in advance, you may be looking at an ugly roof top instead of the harbor.