The Cove at Atlantis

We just returned from a 5-night stay at The Cove at Atlantis Bahamas — our third visit. Our rooms were comped through Caesars Rewards, but we still paid the full resort fees plus other add-on charges. Even with free rooms, the experience was frustrating and fell well below expectations for The Cove. Arrival & Check-in As Casino VIP guests, no one was at the VIP desk (no clear signage either), so we waited in the regular line. They said rooms wouldn’t be ready until 16:00 (check-in time) and that we’d receive a text. No text came. When we returned to the front desk after 1600, they said the rooms were ready — the texts arrived over an hour later after we were already upstairs. The bellman then had to make three separate trips because pieces of our luggage were missing. This is the third trip in a row where our room was not ready on arrival. Room Issues We had two adjoining rooms. The King room was unbearably hot with the thermostat on max cooling. Maintenance said it would cool in 20–30 minutes — it didn’t. The next day, we couldn't handle the heat so after multiple complaints and repacking everything, we were moved. The new Two Queens room was also a sauna, same issue. We refused to unpack until it was fixed. A front desk staff member finally came up to verify the temperature right before our dinner reservation. Hours of vacation time were wasted on this. VIP Services Basically non-existent. The VIP desk was never staffed during our entire stay. We received zero perks or priority service. We’re still not sure what Casino VIP status at The Cove actually includes. Beach The Cove Beach is beautiful and is our favorite thing about the resort. However, the new green beach chairs are mostly already damaged/broken. Every morning turned into a chaotic scramble and scavenger hunt to find working chairs. Maintenance and upkeep on the chairs are clearly lacking. Dining Service was extremely slow almost everywhere — even when restaurants were not busy. Food was mediocre at best for the very high prices. Paranza and Claudio’s were especially poor. Our best meal was at Amber. Overall Even though the rooms were comped, we still pay the significant resort fees and other charges. For the money spent and the “premium” branding of The Cove, the repeated service breakdowns, poor communication, lack of maintenance, and non-existent VIP benefits made this stay lack luster. Individual staff were polite when we finally reached them, but the systemic issues need serious attention. The place seems to be degrading. We love the beach, but unless Atlantis improves the basics, we will hesitate to return.

The Atlantis has stepped up its game. The property has been renovated over the last few years and staff is really become conscientious about customer service. We stayed at the Cove and we had excellent experience. And the restaurants have stepped up their game and we really have no complaints about the food quality or service. Did the sea lion exhibit at dolphin cay and it was an awesome experience. Been here many times will continue to visit.

To say we are disappointed is an understatement. 5th time here. The Cove pool being under construction sucks. What sucks even more is our vip host told us there would be gaming tables at the cove pool. While there are 4 black tables we were told there would be no difference. We are craps players and there is no crops table at the pool. Hate to say it but it’s 90% the reason we bring 6 people in our… to play craps at the pool. So very disappointing. We had two rooms. The room with the King bed only had a fitted sheet. No top sheet and no Duvet. We had to call and 5 hours later in the middle of the night the rest of the bed arrived. Lamps are missing and the plus do not work to charge phone. Hot water in the shower takes a long time. Not sure we will ever return. All the resutrants have automatic tip of 25% on check so the serivce is the worst of anywhere I have ever been in the world. Server and staff don't care because they are making 25% no mater what. This place has really gone downhill to below sea leavel in the last 2 years. Don't go. Save yourself $15K

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