Grace Bay Club

I am extremely disappointed with the level of customer service and lack of responsiveness from Grace Bay Club, especially considering the premium price point and reputation this property promotes. Last year, my family and I booked a 7-night stay in a two-bedroom villa, which cost well over $14,000. Unfortunately, due to the pending threat of a hurricane approaching the island, we made the difficult decision to leave after only 2 nights for the safety of our family. Grace Bay Club acknowledged the situation and informed us that we would receive a voucher for 5 nights for a future stay, since we had already paid for the full 7-night reservation. At the time, I appreciated what seemed like a reasonable and fair solution. However, what has followed since then has been extremely frustrating and frankly unacceptable. Over the past three-plus weeks, I have: Reached out to the reservation team multiple times Contacted management contacts who originally provided the voucher Followed the exact instructions given to me for rebooking Sent multiple follow-up emails Despite all of these efforts, I have received zero response. This lack of communication is particularly concerning given that: The unused portion of my stay is valued at over $10,000 The voucher was offered by Grace Bay Club themselves I am simply trying to redeem what was already promised At this point, I am left wondering whether the intention is simply to ignore requests until the credit expires, which is incredibly disappointing from a luxury resort that markets itself on service and guest experience. I want future guests to be aware that even after paying a substantial amount of money and being offered a credit by the property, there is no guarantee you will receive timely communication or assistance when attempting to redeem it. Grace Bay Club markets itself as a luxury, high-touch experience, but the lack of responsiveness and follow-through I have experienced is far from luxury service. I am still hopeful that someone from Grace Bay Club will step in and address this situation promptly. However, until that happens, I believe it is important for prospective guests to understand that this could also happen to you — especially when spending a significant amount of money at this property. I would welcome the opportunity for Grace Bay Club leadership to reach out and resolve this matter, but until then, I cannot recommend this property based on my experience.

We just finished an unbelievable holiday at Grace Bay Club. The service was exceptional from the moment we stepped on property. Our personal concierges, Antonio and Trey, were extremely responsive, incredibly friendly, and went above and beyond throughout our entire trip. The food on property is extremely good, particularly at Infinity, one of the best restaurants on the island. The views are unparalleled and the location of the resort is ideal. Our trip was made particularly special by our friends Garth and Andre, who run Offshore beach bar. The make the best cocktails on the island but they are even better people. We will absolutely be returning to this amazing resort.

Grace Bay Club is a hidden gem. This is our second time staying here and after touring other hotels on the island believe Grace Bay Club is still the best. The staff is amazing, food is fantastic, the renovated rooms are perfect, and the butler service wrapped it all up. Can’t recommend the place enough - say hi to Freddie at the pool bar if you go.

This is our favorite hotel by far in Turks and Caicos. We can’t say enough good things about this hotel. The service, the facilities, the accommodations were all at the highest level. We will definitely go back!

Beautiful setting with terrific collection of small restaurants on site. Immaculately maintained. Our suite was exceptionally large, including the living room and washer and dryer with an ocean view and a nice patio. The staff was exemplary. Everybody was extremely kind, helpful and eager to please. We took full use of the Concierge with Trey and Antonio, who were wonderful and coordinating activities, rides parentheses there is no Uber on the island)and dinner reservations.