The Cove at Atlantis

We decided to stay at The Cove for a night for my daughter’s birthday after staying on Andros for several days. First, my family and I travel a lot - I have over 1300 nights just at Marriott properties. With that said, I would never return to this property. First the good - the valet team was very friendly and helpful. The front desk staff was also friendly when we checked in. From there it was pretty much downhill. Our first room was dated, dirty, some of the furniture was broken and there was construction outside of our room. After calling, I went down to the front desk to ask about switching rooms and was told yes but that it was not ready but they would text me when ready. We went to the water park and beach for hours. I will say that when first trying to go to the water park they had somehow left the information off for one of my kids and when trying to get wristbands was told I needed to return to the front desk for them to fix it. Not sure why, I had filled the information on the form when checking in, and it was fixed, but it required yet another trip to the front desk. After not hearing back at the end of the day I went to the front desk for a third time, waited in line for 30min, and was told the room was still not ready but should be shortly. We went back to our room, packed up our bags, I went to the desk got the new keys for the second room, and proceed to haul our bags to the new room, with our kids still in their swim suits. We get to the new room and the door is open and there are trash bags in the front entryway. I walk into the room and there are sheets and trash all over the ground. After tracking down the housekeeping staff, they called the manager, the front desk, and this went on for almost an hour of us standing (kids still in swimsuits) waiting for new keys to be brought to us for yet another room. I was told repeatedly that someone was on their way up at that minute with keys. An hour later someone finally arrived. At this point we missed my daughter’s birthday dinner reservations. I have never experienced anything like this during a stay. After checking out and at the airport a manager called me to apologize and promised to refund all of my points used. It has been almost three weeks and no points have been returned. 24 hours and I spent most of it switching rooms, waiting to switch rooms, and 4 trips to the front desk.

A wonderful experience! A restful and calm vibe with all the amenities. The staff was excellent every step of the way. Food and beverage options were plentiful. I went home so well rested. Thank you

There is massive construction at the Cove and they were not transparent when booking. The main pool you see in the pictures of the Cove is not available and green. That whole area is under construction and it ruins your view and is noisy during the day. Check before you go!

I just returned from a two-night stay at The Cove at Atlantis, which is marketed as Atlantis' premier 5-star resort. Having traveled extensively around the world, I was excited to experience it, but unfortunately, I was not as impressed as I had hoped to be. While the beach is beautiful and the pool area is attractive, I found the overall pool experience somewhat disappointing. One of the biggest drawbacks was the lack of convenient beverage service. At the beach and pool area, the available options were limited primarily to seltzers and beer from a food truck. If you wanted a traditional vacation cocktail such as a Piña Colada or Mai Tai, you had to walk back toward the main hotel area or another part of the resort. On a relaxing beach vacation, that became inconvenient and frustrating. The rooms also felt somewhat worn and dated for a property that carries a luxury designation. When we opened the pull-out sofa, there were crumbs on the sheets, which was disappointing from a housekeeping perspective. The mini refrigerator appeared quite old and looked like it had simply been placed in the corner of the room rather than integrated into the design. As for activities, we participated in the Snorkel the Ruins experience. Personally, neither I nor my children enjoyed it. The tank felt crowded with fish and stingrays, and we found the experience overwhelming rather than enjoyable. Given the cost, it was not something we felt was worth repeating. On the other hand, the Playtime with Sea Lions experience was absolutely incredible and easily the highlight of our Atlantis stay. My husband and 8-year-old son participated together, and it ended up being one of the most memorable experiences of our entire trip. They absolutely loved every minute of it, and I would highly recommend it to families considering a visit. After our stay at Atlantis, we spent four nights at Baha Mar. Having experienced both resorts back-to-back, our family preferred Baha Mar overall. We found it to be a more enjoyable fit for our vacation style. However, we would gladly return to Atlantis specifically for the Sea Lion Playtime experience, which was truly exceptional.

During our final night, we were awakened around 4:00 AM by active water leaks in our room. Water entered multiple areas, including the closet, bathroom and den leaving the floor soaked. Plaster also fell from the bathroom ceiling, and the combination of standing water and the marble bathroom flooring created a significant slip hazard. I nearly fell when stepping from the drenched closet area toward the bathroom. The leak also affected our personal belongings. Water from the bathroom ceiling leaked directly onto the vanity area, soaking and damaging several of my makeup items that were on the counter. We immediately contacted the front desk and were advised that the issue was related to a leak several rooms away and that management would take care of the last night’s room charge. Based on that conversation, I understood that the affected night’s room cost would be refunded. At checkout, however, I was informed by Manager Dwight that because the reservation was prepaid, no room-night refund would be issued. The only adjustment provided was the return of our $110 incidental hold, which was not a concession, as we had not charged anything to the room during our stay. What was particularly disappointing was the response I received at checkout. After spending the night dealing with active leaks, falling plaster, water-soaked floors, damage to personal belongings, and concerns about additional ceiling damage, I expected a greater level of empathy and urgency. Instead, the situation was presented as though the disruption and safety concerns were minor. From a guest perspective, being awakened at 4:00 AM and then spending the remainder of the night worrying about whether additional ceiling material could fall was both stressful and unacceptable, particularly at a luxury property such as The Cove. I understand that maintenance issues can occur at any property. However, active leaks, falling ceiling plaster, water-soaked floors, damage to personal property, a near slip-and-fall, and the loss of sleep beginning at 4:00 AM are not the level of accommodations one expects at The Cove. More importantly, the resolution discussed with us during the incident was not honored. This is not the way I expected the final night of our vacation to end, nor the level of guest care I expected from The Cove.