The Cove at Atlantis

Re-posting original review, response, and this resort's response to a similar review from 4 months ago in the pics attached here. Resort is engaged in an unfair and deceptive reservation strategy - intentionally omitting at time of booking important information about disruptive construction at the property that most certainly impacts...

Re-posting original review, response, and this resort's response to a similar review from 4 months ago in the pics attached here. Resort is engaged in an unfair and deceptive reservation strategy - intentionally omitting at time of booking important information about disruptive construction at the property that most certainly impacts upon quality of stay - only to reveal that information EXACTLY ONE DAY PRIOR TO ARRIVAL AFTER THE CANCELATION DEADLINE HAS EXPIRED. Everyone here knows about this deception and staff acknowledge it yet do nothing appropriate to remedy the situation. If you've been impacted, please contact me. I am one customer who will not just go away. Class action coming.

I am not one to write reviews unless I have a great experience and want to give some recognition where deserved, but this place was beyond disappointing — apologies in advance for the long review. For reference, I have been here before (10 years ago) and only had positive memories,...

I am not one to write reviews unless I have a great experience and want to give some recognition where deserved, but this place was beyond disappointing — apologies in advance for the long review. For reference, I have been here before (10 years ago) and only had positive memories, minus a few minor hiccups which can happen anywhere. Before I arrived I emailed the concierge service to inform them of my allergies (seafood and nuts)/get into contact with someone, but they never responded. Had the restaurants been attentive/cared about my severe food allergies, this would not have mattered. On our first day we grabbed a bite by the adults only cove pool and the service was not great, and our waitress rolled her eyes at me when I told her I had allergies. Not a big deal but not what you’d expect when paying $800 a night. We later learned that this is the standard of service pretty much everywhere on the resort. The next day, the concierge canceled our dinner reservation and had us going to the buffet restaurant. We confirmed with her that they do not take reservations, but we can go anytime between 5-10 for dinner. However, once we got there it was closed (it said it was open online and on the apps, but staff knew it would be closed). We then spoke to the front desk who told us they would get us a dinner reservation at Cafe Martinique but that was also closed. We went back to the Cove to speak to someone and they admitted it was there error and gave us two options. The first was to wait another hour (at this point 9 pm) and get a table at the seafood restaurant (mind you I am allergic to seafood) which would be closing shortly after we sit down. The other was to order dominoes or Popeyes through a third party service. When asked if we could get room service, the manager of the hotel (Dwight) informed us “it would take a very long time.” We were not happy, but we settled on ordering in. The food was not great but at least we got to eat. (Side note, room service at this hotel is not collected for up to 2 days after and the hallways smell of decaying food). Mistakes happen, but we thought they would at least attempt to make it up to us by helping us get dinner, though we were wrong about that. On our last day we went to grab lunch by the pool again and had to flag down three different staff members, throughout a 90 minute period, just to have someone take our order. A party next to us had been served 3 rounds of drinks before we even got to talk to someone. By the time we got someone, they told us the kitchen had closed 5 minutes before and when I asked if there was any way they could throw a salad together just so I could eat something, given that we had been waiting to place our order long before the kitchen closed, the waiter sarcastically told me to “have a wonderful day”
and walked away. At one point, I was so stressed out from the lack of food available to me that I broke out into stress hives -- not what you want on vacation. These events put a damper on our experience and usually small things, like more than half the lights not working in our room, the smell of old food sitting out, and a broken TV sound system wouldn’t matter too much, but altogether it was a waste of 3k for three nights and we simply would rather have stayed home. I hope the Cove can do better for future guests or at least be friendly with their service, but we will not be back to see it. And, for anyone with allergies/a child with allergies -- stay away!

Overall, the cove is beautiful. The check-in staff and housekeeping are wonderful. The restaurant booking through the app is beyond horrible. It’s very difficult to make a reservation and then it takes an act of Congress to literally try and cancel it. It makes multiple reservations at different times instead...

Overall, the cove is beautiful. The check-in staff and housekeeping are wonderful. The restaurant booking through the app is beyond horrible. It’s very difficult to make a reservation and then it takes an act of Congress to literally try and cancel it. It makes multiple reservations at different times instead of blocking it and we had an awful time Trying to get through. It used a manager at Cove that helped us wonderfully to alter reservations, totally handicapped, and some of the restaurants by the marina are very far away from the Cove and require an awful lot of effort to get there. The food has been quite good other than the vast amount of land and involved. It also seems that every department is its own world, and nobody can help or assist you from another department. Craig helped immensely in correcting and helping with reservations. He also helped with the daybeds rehab reserved for Tuesday and Wednesday Tuesday was 95% rain and he promised us that we were able to keep Wednesday and use Tuesdays on Thursday Thursday. We get there. And nothing was arranged I get out of the scooter and walk with great difficulty in a walker through the sand. Sharon is one of the managers at the beach daybeds now all of a sudden there’s no record of us even purchasing two daybeds. I finally found our confirmation and receipt to show we are not liars and not trying to scam anybody they see a handicap in individual suffering make a number of phone calls to no avail couldn’t even find or know of one of the managers that helped us before into moving It so we could not even use had to walk all the way back. It’s enough that someone is disabled to embarrass them and make them look like thieves is even worse. We spent the day at the pool and allegedly we will have it reserved for tomorrow. I have no confidence in that it appears this is only about the money and that becomes more important than personal care, comfort or embarrassment. It’s soured the entire day. You don’t expect somebody to promise you and a matter level we were there yesterday and the entire staff knew we would be back today except these two managers the main one wouldn’t even give me his name so beware everything is about the money and people cannot solve problems cause it’s only their immediate area and frankly it appeared the immediate managers didn’t care about how uncomfortable they made me or the fact that they wanted their money no matter what if worth spending significant money for a suite at allegedly a world class resort this is not it. The food has been quite good. The cove is quite pretty. Although we had issues once we checked in the lights by the side of the bed did not work. The telephone kept Dialing Without any connections and it took literally over a day to get that corrected at this appointment continuing Thursday that will really prevent us from returning to the property. People should understand what it’s all about here. Enjoy it if you want, but there will be misunderstandings that will not be verifiedand they have no qualms about embarrassing a customer or not providing the service promise.

This is a beautiful hotel but I must say that the breakfast at the Lapiz room is completely underwhelming The coffee machine was great as you could customize your order and they had oat milk which is nice as I try and eat healthy My beef was with the hot...

This is a beautiful hotel but I must say that the breakfast at the Lapiz room is completely underwhelming The coffee machine was great as you could customize your order and they had oat milk which is nice as I try and eat healthy My beef was with the hot breakfast Sausages that were lukewarm warm Pancakes with that awful fake maple syrup clearly labelled “maple syrup” um no it’s not at all For the price I would expect really hot good food and real maple syrup They really need to revamp the food selections in the Lapiz room I liked our room and most of the staff were helpful The pool had a lot of reserved chairs with no one there for hours

My husband and I first visit, we stayed at the Cove. Check in was easy and lobby area was beautiful. Room was somewhat outdated, but clean and beautiful views. We were given beach bag and 2 reusuable water bottles which was great. We eat at 5 of the signature restuarants....

My husband and I first visit, we stayed at the Cove. Check in was easy and lobby area was beautiful. Room was somewhat outdated, but clean and beautiful views. We were given beach bag and 2 reusuable water bottles which was great. We eat at 5 of the signature restuarants. Food was good, not outstanding and pricey. Cove pool was nice, hard to find a chair with lots of chairs with towels on to save but not people using. Atlantis is large with lots to offer for families. As we are now in stage of wanting adult facilities we will not return again. The grounds were well maintained, lots of variety of activities, beautiful Marine area. Fun to see the marine life and explore the resort. The greatest disappointment in Atlantis was the staff. We found staff to be overall inattentive and unfriendly. Yes there were exceptions, but those were few. We did not find this as a welcoming place. At our meals staff rarely checked back with us or refilled our drinks. As tourism is a big we were surprised and disappointed how we were received. Not a place for us

We stayed in the deluxe king suite and had no issues with construction noise as construction was on the other side of the tower. The hotel property is well kept and the service was good all around. All f&b automatically adds 10-15% gratuity so make sure you check your bill...

We stayed in the deluxe king suite and had no issues with construction noise as construction was on the other side of the tower. The hotel property is well kept and the service was good all around. All f&b automatically adds 10-15% gratuity so make sure you check your bill when paying.

50% of the people are unfriendly, and when you try to get an information or anything else they act like you are bothering them! Sometimes no even eye contact and people are being very rude! Like you shouldn’t being here. If I wanted an attitude I would rather go to...

50% of the people are unfriendly, and when you try to get an information or anything else they act like you are bothering them! Sometimes no even eye contact and people are being very rude! Like you shouldn’t being here. If I wanted an attitude I would rather go to NYC at least the food there is away better!