The Reef at Atlantis

We had a great time on till the end of our stay. I when in to the shower at the locker room that the Reef Resort and my wallet was stolen from my purse inside the locker. My wallet was a Loise Vuitton wallet worth around $1,800 and it had all my cash, credit cards and drivers license in it. There was only one person which was the cleaning lady that walked in and left the mop behind but then came back to get it. When she came back I had already realize that my wallet was missing. I confronted her but of course she is not going to admit to that. She had a jacket on which made it very easy to hide a wallet under it. Left the bathroom and then came back. I did report it to the resort and now I'm just waiting on till they do an investigation.

Stayed at the Reef, and the walk to find food locations was terrible. We ended up walking over 12,000 steps every day. For lunch, the only nearby options were basically hot dogs, burgers, and pre-made salads in containers by the pools, which was disappointing. There were also no bars near the pools for drinks and no poolside drink service to the chairs. The gratuity charges on everything were excessive — even buying a bottle of water from the stores included gratuity at checkout. We also tried going to McKenzie’s twice, but the location did not follow its posted service hours. Both times we arrived, McKenzie’s was closed even though online it showed as open. On top of that, our room at the Reef had water leaking from the kitchen light. Maintenance came twice, but instead of fixing the issue, they simply cut open the drywall so the water could drain out, and the leak was never properly repaired.

Front desk fast, housekeeping fast and friendly, grounds and pools and beach amazing. Thanks for the room upgrade and locating family on the same floor

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.