Jeremy A.
Google
Luxury pricing, basic hot-water failure
We stayed at Atlantis Paradise Island in premium ocean-view suites at the Reef (20th and 21st floors)—one 1-bedroom and one 2-bedroom—on a five-night stay totaling close to $20,000.
We were not impacted the first evening only because we arrived late. For the next four days, however, hot water was largely unavailable during peak shower hours (around 4–5pm). This was reported multiple times but never resolved during our stay.
As a result:
* Members of our group had to go to the spa just to take a warm shower
* We were told we could use the transit lounge showers
* Hot water only returned the morning of departure, forcing a late checkout so all six of us could shower
* Spa staff told us the same issue occurred over Thanksgiving, suggesting a known, recurring capacity problem
* We were repeatedly told a manager would call us, but no call ever happened.
Hot water is a basic expectation, especially at nearly $5,000 per night in premium suites. While the resort refunded $3,000, this did not adequately reflect the disruption or duration of the issue.
Atlantis has beautiful grounds, but until core infrastructure reliability and guest-service follow-through improve, it does not consistently deliver an experience that justifies its pricing.