Latisha Dutch
Google
A Disappointing Experience with Elite Island Resorts
I have been a loyal guest of Elite Island Resorts for years, making an annual trip to Palm Island, Grenadines, a tradition that I cherish. Palm Island consistently delivers a level of premium service and luxury that is truly unmatched—its seclusion, privacy, relaxation, exceptional food, and outstanding customer service have made it my favorite getaway destination.
When Hurricane Beryl sadly ruined Palm Island, Elite Island Resorts transferred my booking to Galley Bay in Antigua, assuring me it was the most comparable alternative. Unfortunately, Galley Bay fell far short of this promise and was in no way comparable to Palm Island.
Palm Island provides an unparalleled experience of freedom, quiet, and premium hospitality that Galley Bay simply could not replicate. From the crowded and less private environment to the subpar customer service and inconsistent dining, the differences were glaring. What was meant to be a serene and relaxing trip instead became a source of stress and frustration.
Adding to the disappointment was how poorly the situation with our accommodations was handled. I had booked a double room with my best friend back in February 2024, fully expecting to enjoy the same level of comfort and privacy as we had on Palm Island the year prior. Upon arriving at Galley Bay, we discovered that all rooms were single suites with king-sized beds—something that was never communicated to us at the time of booking.
The initial “solution” offered was to bring in a rollaway bed, which neither of us found acceptable given that this was not what we had signed up for. After considerable back-and-forth, a second room was finally provided, allowing us to each have our own space. However, two days later, my friend was told she would need to pay an additional $1,400 for the room—an absurd charge that was not communicated before she moved in. This situation was a clear result of poor communication, which could have been entirely avoided had Elite Island Resorts been upfront about the room configurations during the booking process. As if this all wasn’t enough, I had holes in the roof of my suite through which rainwater kept coming in and a ridiculous amount of mosquitos.
While I understand the challenges of handling unexpected disruptions like a hurricane, the lack of transparency and the stark difference in experience between Palm Island and Galley Bay left me deeply disappointed. Elite Island Resorts has always positioned itself as a provider of premium, seamless travel experiences, but this incident fell far short of those standards.
I hope Elite Island Resorts takes these concerns seriously and improves their communication and customer service for future guests.
Adding comment to Elite’s reply:
I appreciate your recognition of the challenges I faced during my stay.
However, I feel it’s important to follow up on one critical point. After I shared my concerns with your team during my stay, Travis Beaston from Elite Island Resorts contacted me to discuss making things right. Unfortunately, there has been no follow-up on this conversation. This lack of follow-through further compounds my disappointment and reinforces the frustration I experienced throughout this process.
While I understand that unforeseen circumstances led to the transition from Palm Island to Galley Bay, the miscommunication about accommodations and subsequent issues reflect deeper gaps in customer service and operational transparency. Having empty conversations with no follow through only adds to my dissatisfaction.
I hope that this matter can be resolved promptly and with the same level of attentiveness reflected in your response here.
