melissad986
Google
This was my 4th visit to Coco Reef, having stayed there as far back as 2014. Unfortunately, this will also be my last.||I booked directly through their reservations email, being very specific with my requests and only confirming after they agreed in writing. We were arriving in Tobago at 6:10 a.m., so I asked about early check-in. I was told it was available at an extra cost of TT$600, which I agreed to and paid 50% down to secure. Important for future visitors: early check-in does not include breakfast. That’s an additional TT$250 per person – which feels unreasonable considering the steep early check-in fee.||I booked a 2-bed room with early check-in confirmed for 6:30 a.m. On arrival, a male attendant quickly pulled up my file, had me sign, and collected the balance plus the TT$600 fee. Then he casually informed me I had two options:||Early check-in, but into a 1-bed room, OR|Wait until 3 p.m. for the 2-bed room.||After making arrangements in advance and paying extra, this was extremely frustrating. I told him plainly that the only acceptable option was the one I had already paid for. He disappeared to “speak with a supervisor,” returned, and said that I could check in early with the 1-bed room and then switch at 3 p.m. Tired from travel, we reluctantly accepted, since we really did need the 2 beds room at night.||At 1:25 p.m., before heading out for lunch, I called the front desk to check if our proper room was ready. Another attendant said he would speak with the supervisor and call me back. After waiting 20 minutes with no call back, we left and stopped at the desk on our way out, only to be told with no apology that “it’s not ready.”||We returned at 3:07 p.m. and were told again the room wasn’t ready because the supervisor was still checking rooms. When I asked if we should wait in the temporary room, they agreed, but when we went back, the key card was already deactivated. I had to return to the front desk, where I was met with visible annoyance and attitude from the attendant.||We finally got into the new 2-beds room at 3:45 p.m. – almost an hour later than the contractual check in time of 3:00 p.m. – with no apology, no explanation, and no compensation. To make matters worse, the floors were still wet from being mopped.||Another key issue: I had specifically requested working Wi-Fi, as I needed to get some work done during my stay. In Room 120, the Wi-Fi connection was extremely poor, making it practically unusable. For a resort at this price point, reliable internet should be standard.||For TT$1,650 per night, this experience was extremely disappointing. The accommodations felt outdated, the amenities are not worth the cost, and the customer service was frankly awful. I will not return, and I cannot recommend Coco Reef to anyone. There are other hotels and villas in Tobago that offer more comfort, modern facilities, and respectful service for the same or lower price.
