The Cove at Atlantis

We checked in on June 20. We have been here many times over the years with extended family and always requested and received connecting rooms. We have frequently received early check in as well without requesting it. This year has been very different. No connecting rooms. Waited over 3 hours to get our rooms after arriving at 12:15. And one room only has a Juliet balcony despite booking a room with a full balcony. After calling to deal with the issue, we are told there are no connecting rooms available, there are no rooms available with full balconies, and there is no rate adjustment. They also did not have the wheel chair I reserved for my mother upon arrival even though we arrived late. Had to wait an extra 30 minutes for that. Overall just highly disappointed. We just spent our first night at Baha Mar before arriving here and they gave us a complimentary upgrade to a two bedroom ocean view suite that was incredible. Will not be returning to the Atlantis under these circumstances. So sad after coming here over a dozen times since 2011.

The cost of this room and the so-called upgrade to The Cove have been a major disappointment. I booked this stay back in February based on the advertised room and pool photos, only to arrive and find that one of the main pools is closed and my room overlooks a construction site. Instead of enjoying an ocean view and a relaxing vacation, I’m waking up to jackhammers and chainsaws every morning. Sitting on my balcony, all I hear is construction noise throughout the day—I can’t even hear the ocean. This is not the experience I paid for or was led to expect. To make matters worse, the smoke detector in the room is covered with foil and clear tape, which appears to be a serious safety violation. The shower also only had scalding hot water, no cold water. Called to have fixed but it never was repaired. Given these issues, I plan to contact corporate and share my experience in a Google review. I would appreciate an immediate resolution or appropriate compensation for this unacceptable situation.

I’m am Marriott lifetime platinum with over 1300 nights just at Marriott properties and have stayed all over the world. I will never return to this one. Huge, dated resort. Had issues out two rooms, that were dirty, and furniture broken. Missed my daughter’s birthday dinner reservation due to this. Was called by the manager after checking out and told my points would be refunded. Weeks later nothing has been refunded.

While we are not resort people we had a fun time here. It was great to see all of the families. The Cove is being renovated, so while the rooms are dated, I realize new things are coming. Still, a deep clean of the current rooms would be nice. The staff was wonderful, and the other guests were friendly. Service in the rooms was inconsistent-some nights, curtains were closed and water delivered, and others not. We loved playing at the Ocean Club, the water experiences, and a few of the restaurants.

I had high expectations for The Cove at Atlantis given its reputation and price point, but our experience was extremely disappointing and, more importantly, raised serious safety concerns. During our stay, the air conditioning in our room did not function properly, leaving the room uncomfortably warm for much of our visit. For a luxury resort charging premium rates in the Bahamas, basic room functionality should not be an issue. Even more concerning was the fact that the shower water temperature could not be properly controlled. The water suddenly became scalding hot, resulting in burns to both me and my son. A malfunction that can cause physical injury to guests is unacceptable and should have been identified and corrected before the room was occupied. While the property itself is beautiful and the beach and water park are impressive, those positives were overshadowed by the condition of our room and the lack of a safe, comfortable environment for my family. What should have been a memorable family vacation instead became an experience involving discomfort, frustration, and injury. I expect far more from a resort of this caliber and hope management takes these issues seriously to prevent other families from experiencing the same problems. I have requested reimbursement and expect the resort to address these safety concerns promptly. Until then, I cannot recommend The Cove to other travelers, especially families with children.