The Cove at Atlantis

This was the worst experience I’ve had in a long time. The luxury price tag doesn’t match the experience at all. The amount of money we spent on this trip and the experience we got makes me sick to my stomach. First, we stayed on the 6th floor and had two rooms. We called well in advance and were told we could get connecting rooms. However, when we arrived at the hotel, they informed us that they didn’t have any connecting rooms. To make matters worse, there was work equipment in the bathroom that they had left behind, and there was hair in the shower, which was disgusting. Our toilet flooded, and it took forever for someone to come and help us. We were also told that we couldn’t have a blanket because they had a blanket issue. Literally, we checked in and had only one sheet on the bed. There were no operable bathrooms outside, and the place to wash sand off your feet didn’t work. So, everyone from the beach came to the pool to get sand off, which made the pool sandy. The food is also terrible. There’s one food truck outside that serves absurdly gross food. This place is poorly run! I’ve been going to this hotel for at least 10 years, but my next stay will be at Baja Mar because everyone says it’s 100% better.

Called 3 times to confirm my 2 rooms for my family of 5 were connecting rooms and were told yes... and they were not upon arrival. Wife was very upset... not a good vacation start. 2nd room was not available until after 6 pm and the A/C did not work. Had no A/C for 3 days before they changed our rooms. Then new room for next 3 days had no hot water. Multiple engineers were sent up all days for both issues and never fixed. Unacceptable when we spent well over $20,000 USD at this property during the 6 night stay at The Cove.

Atlantis Cove is a great tower. Staff friendliness, restaurants, convenience to aquaventure, fitness center, dolphin cay and the great bus system are top notch. The room and staff clean service were the best.

The Atlantis is a top notch resort. Sadly though, I spent hours trying to resolve booking issues, waiting on availability for a room setup I had booked, and wasted time and energy with aggravation on a room I ended up never receiving. I had guests that had to sleep on pull outs as a result. For a stay at The Cove that cost me more than $15K this was completely unacceptable.

Overall happy with the trip. Unfortunately, our room was near one of the pool and there was loud music most of the day. Our room could have used some maintenance. Not the most relaxing place to go, but still a great time. The staff and service was top notch, but the hotels need some investment (to be fair, it looks like some of them are getting it, just not our tower).