The Reef at Atlantis

What a difference a year makes. We came here last year and loved it so much that we returned, we also recommended Atlantis to out friends (family of 5) who also joined us. On checking in we were informed that due to renovations the Cove pool would not be accessible to us. This was our favourite pool, the reason was that this is now a temporary adult pool whilst there normal area is renovated. This is a family resort, yet the families are put at more of an inconvenience than those without families. I would have expected to have been informed of this before booking, yet I was not. We booked a spa treatment (for 2) only to find on checking in that this was still under renovations and would not be available, treatments still were in a temporary area but no facilities. Again we were not informed prior to booking and the price is still the same without the benefits of the facilities, which seems very unfair. First night we booked into our favourite restaurant Paranza we loved the outdoor dining area last year, so we were very disappointed to see that this was also under renovations (once again no mention of this on booking). We spoke to a duty manager on our first night and expressed our bitter disappointment of not being told of these renovations before we booked, had we have known we wouldn't have come or we would have booked into the Coral or the Royal. She apologised and promised to get back to us to see what she could do. Although I wasn't looking for anything from my complaint, I was again very disappointed when she never came back to us and simply ignored our complaint. My main issue is that we were not informed of these renovations and the impact that they would have on our stay, this is really unacceptable, as is the lack of empathy from the staff to our compliant. This is a great shame as we will not e returning to this hotel again as a direct result of our treatment on this stay. We are still going to be here until the 28th May so I will update if the hotel does finally make contact with us.

I was able to take all of my family this time which was amazing! However multiple places on the property need some much overdue maintenance and upkeep. It was ok overall but has gone downhill since last time I visited.

Had an amazing first experience at the Reef. It was fantastic, and I would definitely return. Cleaningness 10/10, organization 10/10

We celebrated 25 years of marriage. It was a wonderful quick getaway trip and our first time staying overnight in the Bahamas, but it 3rd visit. We had a fantastic time at the resort.

We really liked your hotel until we had a terrible three-night experience with the fire alarm going off around 3:00 AM. It ruined our stay and our vacation. My wife has been going through postpartum depression, and after these horrible nights, her panic attacks came back. We also traveled with our child, who became afraid and stressed after the first night because he worried it would happen again. Unfortunately, the day manager was not helpful at all. I had to go to the reception desk and ask for assistance. The first time I spoke with him, he said it would not happen again. The next time, I was told that he was in a meeting and would call me, but he never did. I had to go and look for him myself. For each night we had to go through this, he offered us $200, which is insulting. It is disappointing that someone in this position does not know how to handle such a situation. The overnight manager I spoke with on the phone was much more helpful and very apologetic about the whole situation. She was able to provide a partial refund, which we truly appreciate. Unfortunately, I do not remember her name. Our stay was from 5/3 to 5/11.