Positives:
The property is beautiful, with gorgeous natural surroundings and a prime location on Grace Bay. The beach is stunning, the grounds are well maintained, and the setting truly feels special and relaxing.
We would also like to specifically recognize Antonio, who was consistently professional, warm, and attentive. His service genuinely felt five-star, which unfortunately wasn’t the case with the rest of the staff.
Areas for improvement:
The main issue was service consistency and follow-through. While no single problem was major, there was a recurring need to follow up on basic requests, and service often felt reactive rather than proactive. At this price point, guests should not feel the need to manage or chase service.
Dining and small details were also inconsistent — for example, an expensive steak arrived undercooked and had to be sent back, and a simple birthday candle request was missed. Individually minor, but together they detract from the luxury experience.
We also spoke with other guests who shared similar impressions regarding inconsistent attentiveness.
Practical note:
Expedia photos may not reflect the actual view, so request a specific view in advance if it matters to you.
Resolution:
After speaking with management, dinner charges were waived, which we appreciated and felt was handled professionally.
Overall:
A beautiful resort in an incredible location, but service consistency needs improvement to fully justify the luxury pricing.
