I was eager to visit a new resort that opened a few months ago in Jamaica. While I wasn't entirely convinced by the resort brand, I was open to exploring this location, especially since it was advertised as a 5-star establishment with numerous positive reviews on TripAdvisor. How could it be anything less than great?
As a Travel Advisor, my focus extends beyond just the highlights of the resort; I also consider what might lead to client dissatisfaction.
I began my trip on December 5th for a three-night stay.
Check-in process
Upon checking in, I found the lobby to be appealing, slightly busy but not overwhelming. It featured a snack bar, a lobby bar, and ample seating. We were even offered a complimentary upgrade, which was a nice touch. However, this is where the troubles began.
It took us over 20 minutes to locate our room due to the lack of clear instructions, maps, or adequate signage. With our room situated on the 9th floor, the idea of taking the stairs was uninviting.
We ended up navigating through a combination of elevators and stairs before we discovered that the main elevator was hidden in a corner of the lobby—hardly noticeable for first-time guests without guidance.
Accommodations
The room itself was a good size, basic, lacking any extravagance. However, the large patio offered a pleasant view, and having an enclosed toilet was a lovely feature.
The bathroom lighting was awesome, especially for female travelers, as it provides the perfect illumination for applying makeup.
Unfortunately, the mattress and pillows were quite firm, and the bedding felt thin, leaving me feeling cold upon waking.
Dining
Our first night’s dining experience at the buffet was enjoyable, with plenty of variety available.
On the first morning, we had a site inspection scheduled, so we opted for room service to have breakfast ready before meeting our resort representative at 11 AM.
While breakfast arrived on time, it was underwhelming and hardly worth more than a few bites. Additionally, there were no snacks available in our room. A visit to the gift shop revealed that a bag of pretzels and potato chips cost $26.00.
It goes without saying that the answer was a firm no to purchasing two bags of snacks at that price.
On the first full morning we were there, we waited in the lobby to connect with our representative, but after multiple phone calls and 45 minutes of waiting, we decided to explore the property on our own.
We were really looking forward to dining at the Steakhouse, especially given the numerous positive reviews. The service was below our expectations and the meal itself was disappointing equally. After just a few bites, we opted to head to the buffet instead.
When dining at the buffet restauarant, you are responsible for finding your own seating. We searched for a table, and when our neighbors went to refill their plates, another couple mistakenly took their seats, believing the table was empty. This created a mess as the original diners had to seek out new seating.
The buffet turned out to be the highlight of our dining experience.
Check-out and security
When it came time to check out, our bags were placed in a pile in the lobby alongside many others, with no ticket to identify them.
While waiting outside for our ride, I realized I needed something from my computer bag. I returned to the lobby, spotted my luggage, and simply picked it up and left. No one questioned me or even seemed concerned about whether I was taking bags that belonged to me.
That raises a security concern for me, and it could also be an issue for the guests I recommend this resort to.
Service
The level of service at this resort was quite disappointing. Warm greetings and smiles were surprisingly uncommon, and no one stood out for delivering exceptional service; they all felt robotic.
During our dinner at the Steakhouse, we waited around 15 minutes before receiving any acknowledgment.
When our waitress finally approached, there was no greeting or smile—just a straightforward question about our drink order.
I requested a Mojito, to which she replied, "We do have drinks like that here."
However, just outside the restaurant door was a liquor station, and a few steps further was the lobby bar. No alternative drink was offered, nor did she suggest stepping outside to have it prepared.
We waited an additional 30 minutes for our meal, which arrived cold and overcooked, and the waitress never returned to check on us. Although we had planned to tip generously, we ultimately decided to give her only half of what we intended due to the unsatisfactory service.
During the early evening hours, I went to the snack bar, it took me almost 30 minutes to get a croissant.
Conclusion
Located just 30 minutes from Montego Bay airport, the journey is quite convenient. The resort is beautifully designed and well-organized. With around 12 stories, the building is compact, making it relatively easy to find your way around.
The entertainment was enjoyable, featuring a large theater where artists presented nightly performances, which we found delightful.
We enjoyed all our meals at the buffet, and honestly, it was the standout feature of our experience.
Would I return to the resort? Probably not.
Would I recommend this resort to my clients? No, not unless they are aware that it's not a genuine 5-star resort, but rather falls into the 3.5-star category.
If you are looking for a luxury experience at a true 5-star resort, it is worth it to do the research needed to ensure you are getting what is advertised.
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