This review is based on communication or lack thereof before my stay. I'm staying at the hotel this week and I'm SOOO happy I decided to change the reservation to part SLS and the other half Rosewood. If it wasn't past the time to cancel my hotel for free, I would just change it and ONLY stay at Rosewood. I emailed SLS Baha Mar, 7 days ago about transportation and VIP fast track to the hotel and no one has responded!!! Also, two months ago I emailed about an excusion and I still have an outstanding question no one has responded too, I ended up booking a boat and seaplane outside of the damn hotel. WTF I sent the same email to Rosewood about the hotel transportation and vip service and I received an email immediately, with info which I have now signed up for. The lack of communication has changed my view of the hotel. This is basic stuff. I'm not looking to staying there. If you want consistent communication book Rosewood.

The customer service was exceptional. The team led by Sasha ensured we were satisfied every step of the way. In fact, they went above and beyond to accommodate us based upon our own personal request. Lorenzo and the other servers on the outside, boss. They were warm and friendly. Oh, did I mention the taste of the food? They food was delicious, however, I would have like more seasoning on my chicken. The lamp chop was perfectly done.

From our check in with Clinton and getting our room upgraded to a suite through our whole stay, we couldn’t have felt more special for our honeymoon. We were celebrated every night at dinner and everyone was so delightful the entire time. Also the bed and pillows were the most comfortable we have never had during a hotel stay. We will definitely be back for many anniversaries to come.

The customer service at the SLS is subpar at best. Linda at the front desk was lovely but much like everyone else at the SLS concierge, and front desk seemed unable to own or execute on completely elementary and base level hotel requests. We paid quite a bit for a one-bedroom suite and we're very, VERY disappointed by the service although the room itself was lovely. A summary of the misses are below: Check-in: On Thursday, May 16 it took over 2.5 hours to check-in. It was only my husband and I and a small bachelor party trying to do so. We were left at the desk with no warning so many times by 4 different front desk attendants, both parties asked to speak to managers and were told we were "being annoying". I'd like to note we were all extremely polite, patient and understanding despite the front desk attendant disappearing without a word and didn't return for half an hour at a time throughout the process. Check-in was 4pm but we didn't get into our room til almost 6p. No one called us to let us know our room www ready, we just happened to get desperate enough to venture back to the check-in. Concierge: We went to the concierge the day before we were set to leave and asked to have a 2p late checkout. We sat with her for 45 minutes where she tried to upsell us on a SLS hotel group membership. Eventually she agreed to allow us to checkout at 12.30p (not 1p) as we were told when we booked with Amex. The day of checkout at 11:05a the front desk rang our phone off the hook saying housekeeping needed to come in and clean our room and we had to leave the room bc late checkout was ever actually added by the concierge to our room. We also couldn't even get a dinner reservation at the hotel through the concierge. The times given to us by the SLS were 6p and 10p (it was 5:45p). We walked into the restaurant at 8p and were seated in 10 minutes. We also told the concierge we had no bags to check and were TSA pre-check and had a 5pm flight, could we leave for the airport at 2:30p (10 min ride to the airport from the hotel). She said none of those things matter and we had to leave at 2. When we arrived at the airport we saw NAS has TSA precheck & global entry and now we're at the airport 3 hours early sitting at the gate.3: With management, the default was always "no" with a smile. There was no accomodati my any request

We enjoyed Baha Bay and the cabana in the Baha Bay Beach Club. Garth was awesome and tended to us great. It was fun, calm, and relaxing. The cabana had everything you could imagine. The infinity pool was gorgeous and perfect for photo ops. Definitely a fun spot