John G
Google
The Good, the Bad & the Ugly
The Good
I stayed 4 nights with my family in a two bedroom suite with lounge access and a plunge pool. I want to start with the positives: the staff were incredibly kind and friendly. Generally speaking, they really wanted to make things as pleasant as possible. The resort is very photogenic and makes for great photo ops. Having the lounge access was key as there were free drinks and a private, quieter pool with very attentive staff (and much closer to our room).
The Bad
There is a general lack of quality control at this resort, and while beautiful, definitely does *not* feel like a 5 star resort. When you are paying well over $1000+ USD per night you expect a certain level of service, which we have received elsewhere (like Bali) but not here. For example, check-in took a solid hour and was a train wreck of an operation. Our room was a 15 minute walk from the beach, which when it’s the second-most expensive suite in the entire resort, was very disappointing. At check-in they advised that we would be getting free drink vouchers but never received them. All the surfaces in the rooms (light switches, sink handles, shower doors) were pretty gross.
Our room required another bed. We requested it at check-in and again at the lounge an hour later, but it never arrived that first night. We got it after a third request the following day. We didn’t use on of our showers the entire time as it smelled like sewage when one turned on the water.
The food was just sub-par for a resort of this size and cost. We understand it’s an island but we have been to over a dozen islands and for this price point they just need to do a better job and have better trained staff. The food was usually soggy and overcooked, or runny and undercooked.
The beach is nice but is very narrow and there are no beach chairs put out for guests and no lifeguards. What more, the minute you step onto the beach you are accosted by hawkers trying to sell you rides and other things as the beaches are public.
The Ugly
The plates and utensils- even when allegedly clean - were still dirty (see photo included and note the brown on the white plate of rice before it was touched). The water is generally not safe to drink except from bottles. Bottled water is provided at the rooms and lounge for free - but when you pay $40 per person for a buffet dinner or breakfast - bottled water is still an extra charge. We ordered a salad one day and the entire bottom of the bowl was filled with 2cm high of water, I guess from rinsing the lettuce. In total, two of us got terrible food poisoning and literally was knocked out of commission after the first day for the remainder of the trip. It was a real damper. And while everyone at the resort seemed to know about it and inquire, no manager reached out to see what they could do to make things better.
Overall, the property is beautiful and the people amazing, but this is not a resort I would return to and I do not believe meets the IHG standard for an Intercontinental, for which we’ve been loyal members for years.