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Avaliou em 12 de Maio de 2014
O café da manhã é espetacular! Gostei bastante da estadia, não tivemos nenhum problema, só a conexão com internet deixa a desejar, é muito ruim. Foi uma passagem muito rápida, não teve tempo de ocorrerem problemas. O visual é ótimo, assim como a praia e a gruta. As fotos ficam maravilhosas!
Do not stay here.
Avaliou em 27 de Setembro de 2021
Prior to booking this hotel I attempted to email their “guest services” department multiple times with no response. Despite that we booked it and were hopeful for a good experience.
Our initial interaction was checking in with the front desk manager who was a extremely rude individual. When we inquired in regards to the all inclusive aspect we were told a blatant “NO, that is only for guests who stay at least 3 nights”. There was no friendly mention of any of the food or drink amenities on or near the resort (I guess he assumed we could figure that out on our own). He also was extremely rude and abrasive about our covid test results as he could not understand that we had already been in Bermuda for a week and had already been swabbed. He did not want to listen to us when we stated we had results and continuously was trying to direct us to a swab center. We were handed keys and a booklet with no explanation of the ground and told to turn left outside of the lobby.
When we exited the lobby to head to our room with the great instructions of turning left we ended up wondering around uphill in scorching weather searching for our room. Upon arrival to the building the issues continued. The tiles were cracked on walkways and a danger to guests in sandals (like us). We continued into our room which was filthy. There was dirt surrounding the toilet, bugs squished onto the walls and rust on the side tables. The patio doors would not close completely allowing about a cm for any bugs to crawl through. I did call the front desk to report the issues with the room and whomever I spoke to only stated “I will send someone to look”. We left our room and upon returning the squished bug was at least cleaned off the wall.
Another issue was seeing other guests during our stay utilizing a shuttle that we were never instructed about.
We luckily only had a one night stay. The best thing about this resort is the beach. I do not recommend this resort.
NEEDS NEW MANAGEMENT- HORRENDOUS ROOMS- FRONT DESK SERVICE IS APPALLING
MANAGEMENT NEEDS TO READ THIS
Avaliou em 24 de Setembro de 2021
I wasn’t going to bother to review this hotel , we just weren’t going to return ever again and I just wanted to enjoy the few days we had in Bermuda with no aggravation. However , the service I received from front desk agent I just spoke to at 10:15pm ish on Friday night (I didn’t get her name) has compelled me to write this review. We visited Grotto bay 6 years ago and decided to return because of the conveniency: few minutes from the airport , next to scooter rental, on site boat rental, nice caves and nice spa, so we decided to stay again for these reasons. We are not needy guests, very self-sufficient and my husband and I both worked in hospitality and understand the difficulties of managing a hotel and the headaches of dealing with certain guests, so we are very compassionate and understanding people.
First off, conveniency of the hotel is great. Victor at the bar and the staff at the restaurants are fantastic . Kudos to the F & B director . Spa is beautiful and therapists are very good and courteous. There was a mixup with our massage reservations and alot of phone tag back and forth cause it takes some time to get ahold of someone over the phone, but spa staff are very polite and pleasant.
YOU NEED A NEW FRONT DESK DIRECTOR AND YOUR FRONT DESK STAFF NEEDS AN ATTITUDE ADJUSTMENT AND A TRAINING COURSE ON HOW TO DEAL WITH GUESTS ! I have been a front desk director & housekeeping manager working for Morgans Hotel Group, Hilton and The Mark Hotel in NYC, and front office management at this hotel is disgusting.
Let’s start: when we first made our reservation, I called the hotel to get clarification on all the covid procedures to be sure we understood what we needed to do and what the protocol would be when we arrived . The man I spoke to over the phone basically wanted to just rush me off and made it seem like it was a hassle that I was asking him questions. I got nothing out of the conversation with him and just continued to research and read myself on Bermuda’s website so we arrived not knowing or understanding that we had to stay in the hotel , regardless of vaccination status,
until we got our negative test results.
When we checked in , the gentleman who checked us in,didn’t provide a map , didn’t explain anything , just gave us a booklet and told us which direction to walk in to reach the path to the room. We already knew our way around but imagine we didn’t , I think at least a map would have been a nice offering , and I’m talking about a map of the grounds, not even a map of Bermuda , which also was not offered.
I called the front desk to connect me to the on site dive shop for the boat rental , and kept getting transferred to the spa. I finally told the front desk agent that he was transferring me to the spa but I needed the dive shop and he just continued to transfer me to the spa, so I gave up and just called the on site dive shop from my personal mobile. The spa also mixed up our massage reservations and I needed to get in touch with someone because I was certain that they confused our appointments with another guest , and the massage was within a half hour of the time that I was calling and I expressed the urgency to the front desk agent that I need to speak to someone from the spa for this reason or else someone else was going to miss their appointment and of course the agent didn’t care to take the extra step of trying to reach the spa staff through other means instead of just transferring me to the same extension where I was just getting a constant voicemail . Luckily I emailed the spa and they were able to reach me back in time.
All the front desk staff that we encountered had no accountability , compassion or any care in the world for the guests.
Let’s continue: THE ROOMS are disgusting. First off , I booked an oceanfront superior king and paid $465 a night with taxes and fees and if you saw the room in person , you’d throw up! I also feel cheated because as I was waiting to speak to someone from the front desk , they were checking in 2 ladies that were paying $299/night before taxes and fees and they asked for an upgrade which they were given for free , and they’re in the room above us , so we’re in the same room but they’re paying $299 base rate and we were paying $394 base rate . But I’m not going to argue the hotel for a price reduction cause that’s the price I booked at, but knowing how the front desk just upgraded them with no question or
hassle made me feel some kind of way especially when you see the room we’re in!
The night we checked in , it rained very hard. As we returned to our room from dinner , the entire floor of the room is soaking wet . We were wondering why they used such an odd material for the flooring , I can’t explain it but it’s like a vinyl mesh , something you would imagine being used as a window shade. So the hotel must be aware that this room has water issues when it rains . Luckily all my belongings were in bags or up on the tabletops . I informed the front desk that night but we didn’t want to move because I travel with Lysol , bleach , disinfectant wipes and I entirely disinfected the room already and had no more cleaning products to disinfect another room (we also don’t ask for housekeeping service during our stay because we don’t want people in and out of our room due to covid) so we decided to stay which we didn’t mind but barely received an apology from the front desk, basically
no reaction , or compassion!!!!
There was also a HUGE water pocket in our ceiling , over a foot in diameter , filled with water and leaking. The bathroom is disgusting , the caulk has mold . There’s rust stains everywhere. THIS HOTEL NEEDS SOME SERIOUS MAINTENANCE. The water pressure is non-existent. I could take a shower faster if my husband would pour water over me from a flower watering can.
See photos of our room.
So we’re checking out tomorrow and I just asked the front desk agent that compelled me to write this review , if I could check out at 12 instead of 11 because we have massages booked for the morning and her answer was : “you have to call in the morning to guarantee late check out, it can’t be done at night!” What kind of answer is that ? I use to give Late check outs to guests at any point during their stay . I don’t know what operating system your hotel uses , but that was the WRONG answer , especially everything that we went through during our short stay. It’s more that she was lazy and didn’t want to take the extra effort or step to give us a 1 hour extension on our check out . And knowing this , I doubt this hotel leave the room empty to air out before the next guest gets checked in. 👍🏻
Oh and just remembered, I emailed the hotel a month before our checkin to get clarification on covid procedures and no one replied and that is why I had to call .
Avaliou em 24 de Setembro de 2021
Thank you to every single person at Grotto Bay who was there during our stay from 9/18-9/23/21. Your hospitality, along with the turquoise water, "wild" (but SUPER friendly) roosters, chickens and cats, the cleanliness, mouth-watering food, generous bartenders 😉 and just overall vibe had us already planning our next couple's vacation by our 2nd day! A few very special (sorry if we leave you out....just so many names to remember when literally everyone is so wonderful!) people we would like to thank are : Liviu (SO sorry if I spelled that incorrect, we remember its pronounced "Lee-Vee-You), Estaban, Shauvon, Will, Danzella, Callie, Nicholas, Mr. Victor, Feronica and Cosmin-you all made such an impact on us, making this an unforgettable vacation and treating us like family from Day One. We hope to be back very soon!
amazing family vacation
Avaliou em 10 de Setembro de 2021
My extended family (8 of us) spent a week in July at Grotto Bay and had a wonderful time. Everything was better than expected. They took very good care of my father-in-law who has his share of mobility issues. They were always willing to pick him up in a golf cart and shuttle him to the pool and to dinner. The resort is so careful and safe about COVID (as is everybody in Bermuda), and it was, therefore, a very comfortable place to stay in a pandemic. All of the staff was great, but Liviu, our server at dinner, was the best. If you want to relax and don't plan to rush all over the island for every lunch and dinner, then the all-inclusive is well worth the money.