After extensively researching hotel reviews on here, my husband and I decided to reserve a villa suite at Tucker's Point (9/11-9/15/2017), as the majority were very positive.
In retrospect however, both of us are now left scratching our heads, and are certainly left questioning if said reviewers were actually somehow comped or paid by Rosewood, as all the glowing reviews did not line up whatsoever with what our experience was when we stayed there last week.
Seriously--- there was a vast difference in what we encountered and saw vs what we read on here, as our stay was way below par, and substandard at best.
I will make this as short as possible and to the point---
The hotel sits on a spectacular stretch of land--- in that way it truly shines, no argument or debate there. The private beach is a beauty. And although neither of us golf, the course was impressive looking regardless. The lobby entry straight into the lobby, again impressive.
But unfortunately we discovered the cons as far as the overall service, attention to detail, and the condition of our room entirely outweighed the positives that we came to experience while we stayed there.
We arrived around 2:30-3pm. Our room was not ready, which was not a big deal, as we opted to wait it out, and grab a bite in Tucker's bar, but first wanted to verify that our reservations were in place, as I had filled out an online form which enabled me to make onsite dining reservations ahead of time, or so I thought.
The concierge, Erin, indicated none of the reservations had been made, although was in fact able to confirm that my requests were received-- just never made on the hotel's end. She then offered to take care of them while we were at lunch.
After we came back about an hour later, she was gone, and another woman had replaced her. And you can already guess where this is headed-- it turns out our dinner reservations still were not made. Still no biggie, however worth noting. The hotel was practically a ghost town at this point as a lot of guests appeared to have cancelled due to the questionable direction hurricane Jose might head as I assumed correctly that no reservations were actually needed. So I cannot say I was overly phased, although a little skeptical about the ball dropped with our reservations. Hiccups are expected regardless. And this is a hotel that claims it is a high end 5 star resort, that has no problem charging 5 star rates, so one would expect 5 star service, yes?
Well, no, not really.
When we made it to our room, I have to admit I was initially blown away upon entering. Gorgeous views from not one but two decks/lanais! Beautifully appointed--- nice wet bar area, dining area, hand painted lamps, nicely decorated, window treatments...sprawling areas to enjoy. I was really impressed.
That was until I had a closer look at very stained, slightly frayed furniture and rugs that appeared not to have been cleaned in a good long time.
Then, and my biggest gripe--there was the condition of the walls in the commode in the master bathroom. And the noticeably spots of blackened deteriorating mouldy looking grout & tile in the shower, and tile on the floor.
The bottom of the commode door and trim facing the toilet had splash remnants on its surface that I doubt I need to describe in detail. Same with the wall directly behind the toilet roll! On the floor was a small pilled up piece of toilet paper that appeared to have been hanging out for a while..
I wanted to talk to the general manager, Paul, directly the next day, to bring this to his attention, but was told that he was in a communications meeting, but would be notified of our issue promptly. That was on Tuesday morning.
The person we spoke with --Derek, was kind enough to comp us for our dinner the previous night, was sincerely apologetic, and assured us he would notify housekeeping of the issue asap. That seemed fair enough to us both, and we left the hotel site to head to Hamilton for a good portion of our day, confident that when we returned back all would be well.
Upon our return-- same stains, same toilet paper still on the floor...by then I started to get the feeling maybe we were staying at a hotel big on prices and claims, and failing to deliver what they advertise and tout themselves as actually providing to their guests.
I placed a second call to Derek nicely alerting him to the fact that again the conditions remained the same. More apologies. And inquiries on his part about our dinner plans for the evening as he could comp us perhaps again, which in reality never happened.
Needless to say by then the writing was on the wall, no pun intended...
On the plus side, the Point restaurant was outstanding, great waitstaff, and beautifully appointed. And we really enjoyed a brief span of time at the pool, which was a high point, as were the staff that we met while there-- both Tom and Dangerous were terrific! And it might serve Rosewood well to send them down to the beach to teach the crew onsite there how it's done as we got zero service other than the young man who set up our umbrella and chairs the last day we were there. We bumped into the beach server while heading down the stairs onto the beach--and never saw him again. Finally at one point my husband went up to inquire about getting some drinks and could only find the one attendant who actually decided to stick around(the others were MIA), who it turned out was sound asleep literally kicked back in a chair. No attendant ever arrived, nor were any seen again. So no drinks to had.
Needless to say we left and decided instead to head to the pool next to the hotel, and were warmly welcomed and tended to by the professional, and friendly Dangerous & Tom while we were there. Both were strong points in what the hotel should be promoting there with their staff.
We knocked into Derek later on in the courtyard. Again very Gracious and very nice. But no inquiry or reference to the issues whatsoever, or whether or not they ad actually been rectified. Nor did we ever hear a word from Paul, the manager, or other management staff.
Honestly, at that juncture, it was obvious we were wasting our breath. I feel we gave management a fair chance to rectify things instead of saying nothing at all and just coming on here after the fact to complain.
So honestly at this point, I sincerely hope that Mr Telford will save the minute Or less it takes to post a boiler plate response on here telling me that he welcomes my call to discuss further our concerns, etc, as at this point not only would that be comical, but a bit insulting.
And it goes without saying--- fool me once shame on you....unless this hotel gets it's act together and takes it's customer base and claims seriously --- run the other way, and spend your money and vacation time elsewhere!
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- Also Known As:
- Rosewood Tucker`s Point Hotel Hamilton Parish
- Tuckers Point Hotel
- Hotel Tuckers Point
- Rosewood Bermuda Hamilton Parish