The Reef at Atlantis

We had a great experience at the Reef. Our room was large and comfortable, we did the 2 BR Ocean view. We had everything we needed, AC was cold as we wanted. Beds were great. The beach access right out of the hotel was beautiful and we saw a ton of wildlife. We saw an eel, a shark, sea turtles, stingrays. It's far from the slides if you walk but easy if you take shuttle. The Bahamas people working at the resort are the best part. Erin at the Shark Bite bar along with James were fantastic. Reynesha at Dolphin Cay was great to us as well. Awesome experience.

Absolutely shameful stay. Multiple issues with the room that took several attempts to rectify to no avail. Majority of the staff could not be bothered to even pretend they were trained in guest relations save the shuttle drivers (Peter and Gerard). Overpriced and sub par quality food (Nobu, Perch, and Poseidon). Only thing decent was Shake Shack.

On the day of my arrival it was a deeply stressful situation as I was initially told my reservation was cancelled. So much to say about whole experience. End result I got my prepaid vacation room after 4 pm check in time very disappointed/aggravating as my family had to wait hours to check in to celebrate daughter’s Sweet 16 birthday vacation trip. I was baffled at how the disorganization of the check in staff of Reef welcomed & handled my situation. To add much more to say, I never got a courtesy call from Reef manager, Craig as told I would during my entire stay. My room 6924 had a filthy filter which is why A/C unit was not properly working first 3 days cool enough which I brought to room management attention multiple times. HVAC maintenance worker took out my black/gray filter of A/C unit and instantly felt cool difference. Next day refrigerator broke as when arrived my milk & some items like butter were melted. Same maintenance worker close to midnight took the refrigerator and installed a new mini fridge. Additionally the electric sockets in bathroom did not work which my wife had to use the small space area to plug in curling iron which she burned the top of her fingers due to limited space area which she did not want to continue with Reef management. The cherry on top was that I observed/recorded 2 cockroaches in bathroom coming out of electric socket and killed. I brought this immediately to Reef management & was told my room could be switched and a partial credit would be applied for the inconvenience. I paid extra money thousands more to stay at the Reef as told that property and Cove were best Atlantis had to offered and end result very disappointing experiences. My family made the most of it celebrating daughter’s Sweet 16 at Carmine’s & being very generous with beach/property workers gratuities. At the very least I would appreciate a compensation or future room offer to rectify the overall experience my family went through at the Reef. Thank You.

Our stay at Atlantis The Reef was extremely disappointing, primarily because of the poor customer service. When we arrived, we were told that our reservation wasn’t for that day, even though I had called ahead, changed our check-in date to our arrival day, and paid the additional cost. While the payment was processed, the hotel failed to update the reservation in their system. As a result, we were left waiting for over **two hours** to check in with exhausted, hungry children after traveling. During that entire time, no one provided a clear explanation, apologized for the mistake, or showed any urgency to resolve the issue. It was incredibly frustrating and not the welcome you would expect from a luxury resort. Unfortunately, the poor service continued throughout our stay. We experienced long waits for assistance and felt that customer service was consistently slow and unhelpful. The resort itself is beautiful, but the level of service did not match the price we paid or the reputation Atlantis promotes. We expected a much better experience, especially traveling with young children. I hope management takes these issues seriously and improves the guest experience.

Rude people!!No smiles at all!Bad experience!!Beautiful place,paradise!!But rude people!!No service at all!Do not ask for something and do not expect something!!HORRIBLE