The Royal at Atlantis

Dear Atlantis Management Team, I am writing to formally express my deep dissatisfaction with our recent stay at The Royal at Atlantis Paradise Island. Unfortunately, this was one of the worst hotel experiences we have ever had and fell far below the standards expected of a resort of this reputation. From the beginning of our stay, the level of service was unacceptable. At one point, we called to request bottled water to be delivered to our room and were told it would take an hour and a half. When I questioned how this was reasonable for something as basic as water, especially at a resort of this caliber, I was told they could “try to make it 40 minutes” because they were busy. This is not an acceptable response for a luxury property. We have never experienced such delays for a simple request at any hotel. Upon entering our room at approximately 4:00 PM, we discovered there was no hot water. We reported the issue immediately, and although an engineer was sent, the problem was not resolved. After waiting several hours with no solution, we went down to the lobby at 1:00 AM to escalate the matter. After a long day of travel—and with my wife being pregnant—this situation was completely unacceptable. At the front desk, an employee named Justin repeatedly informed us that there was “no manager available” and that nothing could be done until the following day. Only after I continued to escalate the matter—and was told security would be called—was a manager finally contacted. This interaction was unprofessional and inappropriate. No guest should be made to feel dismissed or threatened for requesting basic service standards. We were eventually moved to another room at 2:00 AM, only to find that it also had no hot water and was of a lower category than what we had originally paid for. We were then told that another room change would need to take place the following day. While waiting in the replacement room the next day, my pregnant wife encountered a lizard inside the room, which caused her significant distress. Additionally, the overall cleanliness was unacceptable. The towels were stained, and there were dark, unidentifiable spots on the bathroom floor. The room did not meet basic cleanliness expectations, let alone luxury resort standards. We were not moved into a suitable room until 4:00 PM the following day, disrupting our scheduled plans and further impacting our stay. During the room change, I realized I had left an expensive gold bracelet in the previous room. I immediately called and provided the exact location where it had been left. I was informed nothing was found and that I would be contacted if it was located. To date, I have received no follow-up communication. At checkout, when I requested to speak with a manager regarding compensation that had been previously discussed, I was once again told that no manager was available. A supervisor offered a $350 credit, which did not reflect the severity of the issues we experienced. Only after further escalation was $800 offered. While appreciated, this amount does not adequately compensate for the repeated room failures, lack of hot water, disruption, unclean conditions, distress caused, lost personal property, and unprofessional handling of our concerns. We travel frequently and have stayed at many high-end hotels worldwide. Unfortunately, The Royal at Atlantis Paradise Island did not meet the basic requirements for the service, cleanliness, and overall handling of this situation. We are extremely disappointed. We request a thorough review of this matter, including an investigation into the missing bracelet, and a meaningful resolution that reflects the severity of our experience. I look forward to your prompt response. Sincerely, Fadhel Gazala
 Agoda Booking Number : 614331631 Feb 23 - Feb 28 / 2026 +1-514-513-6113

Apart from a glitch at check-in (with my room requirements not being addressed), my visit to the Royal was positive and memorable. The facility presents as modern and well-maintained. The room (a suite) was spacious and very comfortable. The grounds at Atlantis are spectacular, with pools for every preference (shallow, natural lagoon, with activities for the kids, a swim-up bar, Rapid River), ample shade from trees, and lots of paths for getting in your steps. The area between the Royal lobby and the first set of elevators (past Plato's bar) can become crowded and the restaurants -- while serving excellent food -- were typically loud (and very casual, even when advertised as fine dining). But there are so many places where you can wander away (Dolphin Cay, the Cove, the beaches) that escape is always close by.

Simply Superb and very Big and very clean all-out resort. Staff was amazing for everything. This place is extremely beautfifull the architecture and attention to details in incredible. amazing is the word

Booked a stay at The Royal at Atlantis and was given no refundable rate option at the time of booking — only non-refundable. I also purchased the recommended travel insurance, which turned out to be essentially useless and did not cover anything meaningful in this situation. To be clear, I didn’t book this trip recklessly — I was 100% planning to go. I always book refundable - just in case - it just wasn't an option. Then a major blizzard came out of nowhere and buried New England in roughly 30 inches of snow just days before leaving, completely disrupting travel across the region and making it impossible to get there. I reached out immediately to simply move my dates so I could still visit and spend my money at the resort. They have a casino -- of course I wanted to go spend money there! The “solution” I was given was unbelievable: --> Cancel the reservation. --> Rebook at current (higher) pricing. --> Pay for a second stay in full. --> Complete that stay. --> Then, after leaving, submit a refund request for the original booking through a virtual agent — and even then, it is not guaranteed. Let that sink in. They already have my money. They are providing no workable solution. And their answer is that I should pay them thousands of dollars again and “request” my original payment back later to be "considered" for refund. That is not flexibility. That is not hospitality. That is not luxury. What makes this worse is the complete lack of meaningful support. Every response felt scripted and repetitive, more like interacting with AI than a luxury hospitality team. There was no ownership, no empathy, and no real attempt to provide a workable solution. For a property that markets itself as ultra-luxury, the customer service is anything but. If you book here, understand this clearly: Non-refundable means truly non-refundable (like it should, but being human and understanding should count for something as well). I didn't create a blizzard and only wanted to change my dates of stay. Travel insurance likely will not help you, and even in the event of major travel disruption, (especially at this resort) you will most definitely be expected to pay twice and hope for a refund later. If this is a beautiful property, I'll never know. But I definitely know their policies, which makes it very hard to justify ever booking here again (spoiler: I won't). The way this has been handled is unacceptable.

I made a reservation on Marriott points and then find out in the small print confirmation email I was sent that I am charged $60.50 per day for children over 12 years old. I was charged $28 a day to clean the room, nowhere was this mentioned. In addition I am charged $77 per day as a resort fee. The charges were outrageous. In addition, every time we bought food, whether sitting down or at a counter we were charged 15% tip. On top of all food being very expensive, cruise ship passengers are dropped off daily so that the pools and water slides are packed. We have to wait in long lines to start the day to get towels. What did we pay all this money for?