JW Marriott Mauritius

In Short We are loyal Marriott guests and chose St. Regis Le Morne expecting the exceptional service associated with both the St. Regis brand and Marriott. Unfortunately, this was one of the worst luxury hotel experiences we have ever had. Despite informing the hotel well in advance, reminding them again the day before arrival, and receiving confirmation that our requests had been acknowledged, they failed to provide even the most basic arrangements for a family travelling with a 15-month-old baby. Our requested baby cot was missing, the assigned room was completely unsuitable, and after several hours the only solution offered was a room downgrade. Rather than resolving the issue, the hotel allowed us to leave and return to another resort. For a hotel that markets itself as a luxury five-star property, the level of service, customer care and problem-solving was simply unacceptable. ⸻ We stay at Marriott properties whenever possible because we have always trusted the brand. After spending a wonderful week at another hotel in the north of Mauritius, we chose St. Regis Le Morne to explore the south of the island for a few days. We were travelling with our 15-month-old son, so we contacted the hotel well before our arrival to request a baby cot and to inform them of our expected arrival time. The day before check-in, we wrote again explaining that we would arrive at around 1:00 pm and that, if our room was not yet ready, we would at least need to have lunch immediately so we could feed our son. The hotel acknowledged and confirmed receipt of these messages, so there was no misunderstanding about our needs. Unfortunately, none of these requests had been properly taken into account. Check-in involved an unnecessary amount of paperwork while numerous staff members introduced themselves, including the Kids Club team promoting their services. All we wanted after travelling with a toddler was to get settled as quickly as possible. Eventually, we were able to have lunch on the beach. One positive point is that children under three eat free of charge, and the children’s menu is surprisingly extensive. The real disappointment started when we were taken to our room. It was located around five minutes away from the main facilities by buggy, which is already inconvenient when travelling with a young child. Once we arrived, we discovered it was on the second floor with no lift and two flights of stairs. We immediately explained that this was not a suitable room for a family with a baby. Since no alternative was offered and we were exhausted from the heat, we went upstairs temporarily. The room itself was another major disappointment. We had booked a Junior Ocean Suite, yet it felt surprisingly small. Most astonishingly, the work desk was actually located inside the bathroom. I genuinely cannot understand this design. Am I supposed to take a business video call while my husband is getting out of the shower? It is simply absurd for a luxury hotel. The biggest issue, however, was that there was no baby cot, despite our repeated requests and despite the hotel confirming they had received them. As a result, our son could not take his afternoon nap after travelling. At that point, we asked to speak with the Managing Director. He and Zahra were polite and courteous, but they were unable to offer any meaningful solution. The only option presented was to move us to a lower-category room. We made it clear that accepting a downgrade because of the hotel’s own mistakes was not acceptable. We therefore called the hotel we had just left, Royal Palm Beachcomber, and within minutes they warmly welcomed us back. That alone speaks volumes about the difference in customer service. One particularly disappointing moment came when someone introduced himself as the General Manager commented that their staff were “friendlier” than those at Beachcomber. I found it highly unprofessional to criticise a competitor instead of focusing on solving a guest’s legitimate concerns—especially when our experience at Royal Palm had been flawless. The furniture throughout the room also appeared old and heavily worn, giving the impression of a property that has not been maintained to the standards expected of the St. Regis brand. While we were in reception trying to resolve our situation, another guest had already been waiting for over two hours requesting a room change. Even our driver later told us that other guests had recently left the hotel because they had also been assigned rooms where the desk was inside the bathroom. What disappointed us most was not the room itself, but the complete lack of ownership and customer care. The hotel allowed loyal Marriott guests travelling with a tired 15-month-old child to leave without finding a reasonable solution. To be fair, they did offer us lunch free of charge, but a salad and a curry do not compensate for such a poor experience. This hotel may carry the St. Regis name, but in our opinion it does not deliver the luxury, attention to detail or service standards that guests should expect from either St. Regis or Marriott. This felt like false luxury rather than genuine five-star hospitality.

​We booked this resort expecting a high standard of 5-star luxury and flawless hospitality, but our experience was nothing short of a complete disappointment. The sheer lack of responsiveness, care, and basic efficiency from the staff is unacceptable for a hotel of this reputation. ​Here are just a few examples of the appalling service we faced: ​Complete Disregard for Guest Requests & Planning: I reached out to the concierge/reception 3 hours in advance to check availability for the tennis court. Instead of a prompt reply, they texted me 14 minutes before the available slot (offering a court at 16:00 when messaging at 15:46!). Expecting guests to drop everything and rush to a court with a 14-minute notice shows a total lack of respect for our time. ​Basic Amenities Ignored for Hours: I requested a simple pair of tweezers starting last night. Hours passed, multiple reminders were ignored, and no one bothered to deliver them until much later, no one inform us do they have or dont. Having to fight and constantly chase staff for standard room amenities completely ruined the relaxing atmosphere. Butler service of hotel for what they famous is terrible. ​Zero Assistance & Care at the Doctor's Clinic: I had to visit the hotel’s medical facility seeking specific items/assistance. Not only did they lack basic items, but the staff showed complete indifference—no one even tried to offer an alternative, call a pharmacy, or assist us in any way. For a brand that promises care and comfort, leaving a guest completely stranded in a medical/wellness situation is disgraceful. ​From start to finish, we felt frustrated, ignored, and stressed rather than taken care of. You expect seamless service at a resort of this caliber, but instead, we experienced amateurish management, terrible communication, and a total absence of true hospitality. ​I strongly advise future guests to manage their expectations—the name and price tag certainly do not match the subpar service provided here Hotel doesnt much money you pay!!

It’s a great experience and zahra was a very lovely girl and made our stay better and we felt very welcome thank to the staff too and the butler, the room was very clean and we enjoyed sleeping in the comfy bed and we never felt bored thanks to the activities we did and the scenery we admired.

A wonderful experience and the employee Zahra was the best

Our family stayed at The St. Regis Le Morne Resort, Mauritius for 9 nights, and by the end of our stay, we genuinely didn’t want to leave. When we first arrived, we thought the resort felt a little traditional compared to some of the newer luxury hotels. However, within a day or two, we realised that this is exactly what makes it so special. Rather than being flashy, it has a timeless colonial elegance and an old-world charm that grows on you every day. What truly sets this resort apart is its people. The level of service is among the best we have experienced. Every member of staff seems genuinely empowered to make guests feel valued through thoughtful, personal touches rather than scripted hospitality. Our butler, Ghirish, was very good and ensured every request was handled effortlessly. The butler service itself is one of the highlights of the resort—they even unpack and pack your luggage, which was carried out beautifully by Nea (Neha). Manisha, who looked after us at breakfast and lunch, built a genuine relationship with us, remembered our favourite drinks and meals, and always made us feel welcome. Rikesh at the beach was outstanding, he constantly checked in to make sure everything was perfect On our final day, Harris at the beach (who also checked in with us constantly) we surprised us with a complimentary cocktail simply to brighten our mood. Yogeshan, who manages the gym and tennis facilities, was always smiling and happy to help, making every tennis session enjoyable. The animation team—Jessie, Claude and Denzel—were fantastic, while Ella at the Boathouse impressed us with her warmth and professionalism despite having only recently joined the resort. Throughout the resort, there are countless little moments that make you feel special. Staff remembers you by name. It’s these thoughtful details that make you feel genuinely recognised rather than simply being another guest. The dining experience deserves special praise. Indya was outstanding and easily one of our favourite restaurants. Chef Malik was wonderful—he took the time to speak with us personally and discussed our preferences. His passion for food and hospitality really shone through and made every meal memorable. The Boathouse offers a fantastic setting for lunch overlooking the ocean, while the bar has a beautiful old-world atmosphere that perfectly complements the character of the resort. It feels more like stepping into an elegant colonial mansion than a modern luxury hotel, and that unique charm is something we came to appreciate more each day. The facilities are excellent. The beach is one of the finest in Mauritius, with premium wooden loungers instead of cheaper plastic ones found at some neighbouring resorts. Every umbrella has a service button for ordering drinks and snacks, and along the beach you’ll find complimentary chilled water, fresh fruit and high-quality St. Regis sunscreen—small touches that make a big difference. The gym is modern and extremely well equipped with high-quality machines, and guests are provided with complimentary bottled water and refreshing cold towels after their workout. There is plenty to do around the resort. Complimentary snorkelling, paddleboarding, kayaking and other water sports are available, although I would recommend booking them early as they are popular. The guided Le Morne hike organised by the animation team is also excellent, taking you to around 700 metres and offering spectacular views without requiring the full, more challenging summit trek. The spa is beautiful, peaceful and luxurious, with treatments that are reasonably priced compared to many five-star resorts while maintaining an excellent standard. Even when our room wasn’t quite ready on arrival, the management immediately offered us a complimentary lunch, demonstrating their commitment to guest satisfaction from the very beginning. We visited in early August and had excellent weather overall. It rained on only two occasions—one afternoon for a few hours and another for around two hours—but each time the sunshine quickly returned as though nothing had happened. The brief showers simply cooled the air and made the weather even more pleasant. If I had one small suggestion, it would be to refresh some of the life jackets at the water sports centre, as a few are beginning to show signs of wear. It’s a very minor point and did not detract from what was otherwise an exceptional stay. St. Regis Le Morne isn’t simply a beautiful resort—there are many beautiful resorts around the world. What makes this place truly exceptional is its people. Their warmth, attention to detail and genuine desire to create memorable moments transform a luxury holiday into an unforgettable experience. We will definitely recommend it higjhly