I loved the beach and my 3 night stay was mostly relaxing, but I can’t help but feel a little disappointed overall with the service from the front desk and restaurants. Sadly some of the staff I encountered made me feel unwelcome so I’m unlikely to return. It’s clear some guests receive better treatment than others, I wonder if because I’m younger side of their clientele I wasn’t treated the same? Or perhaps the club/condo owners receive priority? Overall I don’t think the hotel is a good value considering the price we paid (around $950 per night including tax/fees). Communication prior to arrival was excellent and had me really excited! The front desk sent a list of questions for me to fill out (was I celebrating anything, what time did I prefer room cleaning etc). However, some of the front desk employees in-person were unfriendly, dismissive, and not detail oriented. The first issue was that I made dinner reservations weeks before we arrived, but once we checked in on-site there was confusion over which restaurants I had reservations at because it turns out a wedding was taking place at one of the restaurants. Then when I came to them with an issue that they dropped the ball on, they made me feel like it was my fault. Notably there a problem with the hotel arranged airport transportation. Airport pickup was smooth but for the return trip I asked the front desk staff what time I should expect my taxi. I was told a bellman would call my room the day before check out with taxi details and tell me what time they would pick up my luggage. This never happened. So the night before check out I went to ask the front desk in person and was told the details weren’t available. I called later and again my taxi details were never ready. I then went back again the morning of check out and the front desk worker told me a totally different process for arranging the taxi/luggage pickup and was honestly quite rude about the whole thing. Thankfully the bellman guys were very helpful. Another recurring problem at The Reefs was the nearly non existent WiFi and cell service on the property. It’s really bad, borderline unacceptable to the point where I couldn’t receive/send texts most of the day. Additionally the smart tv in the room could not connect to the WiFi (no LAN connection) so it was impossible to log into Netflix etc. Next, while food was great, all of the restaurants and bars were very understaffed even though the high season is just beginning. I believe the hotel was at capacity during my visit so I’m not sure why The Reefs did not have more people working. It took way too long time to have servers initially come to the table (sometimes 10 minutes), and then they would disappear again. Servers were really nice but would forget simple items we asked for, like water. The understaffing was noticeable at Coconuts because the maitre d was responsible for clearing and resetting tables (no bussers?) so guests would wait for awhile around the host stand to check in which was awkward. I was also told by the front desk “a birthday note” would be conveyed to Coconuts for my birthday dinner, but that did not mean anything because there was not even a candle in the dessert we paid for. It was a slightly disappointing celebration dinner. Also drink service at the beach was sporadic and did not start until noon. I saw a recent review on TripAdvisor where someone mentioned servers offering fruit and cold towels on the beach but I never saw any of that. As for the room: we were upgraded to a suite which is essentially a cliffside room with a larger (but older/unrenovated) bathroom. It could have used some new caulking in areas that had mildew/mold and more hooks & towel bars would be useful. Our room did have a lovely view and was fairly quiet even though it was close to Coconuts. Some other small issues: - the couches in the Clubhouse smelled very strongly of mildew - Turndown service was skipped one night - There’s no real lobby with seating, so after checkout you have to sit outside the sun/heat until your taxi arrives - There is no store on property so be sure to bring all sunscreen, toiletries, snacks etc. The closest store off property appeared to be the Henry’s Pantry- a 5 min walk along a very busy road with no sidewalk.

We spent an amazing 5 days at The Reefs... a truly incredible and perfect anniversary vacation experience. The setting is gorgeous -- see the pix-- and it centrally located on the island. While not near many things, there are good restaurants a short cab ride away and an easy -- and fun -- public bus ride away from Hamilton on the east side of the Island and the Dockyard complex on the west side. We had gorgeous weather -- 70s by day, low 60s at night. The property is beautiful... the rooms have been done over recently and we had a spectacular view of the ocean and beach from a "Cliffside" room. But beyond the amazing setting, what makes the place so special is the truly warm and caring staff, led by helpful and detail-oriented managers Samantha and Leslie. There's no detail they leave untouched and were incredibly helpful on everything from restaurant recommendations to travel advice. The restaurants --Coconuts at the beach, Aqua Terra in the main building -- were wonderful and the staff was great, from the waiters to the bartenders to the bellmen... you can tell they like what they do. It is not inexpensive but for a few days or a long weekend, it simply can't be beat. Also, for those with mobility issues, a warning that there are LOTS of steps (it's built on the side of a cliff) and so getting to and from the beach and around the property might be difficult for some, there are no elevators. We can't say enough good things and we hope to be back on a regular basis!

It is truly paradise here, beautiful beach, the hotel has a family feel, it is not a stuffy place or one of the major hotel chains. It is very well managed, everyone is extremely nice and helpful, the food is delicious - Coconuts and Aqua Terra, the rooms clean with turn down service, we went to afternoon tea at 4 pm everyday for a little snack, great amenities (bathroom had Elements brand) and most rooms have a terrific view of pool or beach. The beach is beyond beautiful, they have a server that brings food and drink and is very nice and always available, you never feel like you are looking for someone at the beach to assist you. The cab drivers are amazing, very informative and pleasant. The island is truly the nicest island I have been to (I have been to about a dozen), Bermuda tops the list. Amazing people, very safe, beautiful scenery, and this hotel was everything we wanted and more!

I truly loved everything about this resort, but the real standout was the service! Plentiful, friendly & gracious staff available to assist with your every need. Family owned & attention to detail showed! The owner hosted a cocktail reception on our first night & introduced himself to every guest. The private beach was a true paradise of powder soft sand & turquoise water. Staff came by frequently with offers of fruit, cool towels, or drinks. The heated infinity pool & hot tub were amazing! Three dining options on site offered a variety of delicious foods for casual or a more elegant meal. All with beautiful views of the water. I highly recommend the breakfast plan. The weather was only forecasted for upper 60s/low 70s, but don’t let that dissuade you - the sun is very warm & it was much hotter than predicted. We even saw whales breaching & spouting every day we were there! A truly magical experience!

We had a FABULOUS time at the Reefs. The staff was phenomenal--from Pedro who helped with our bags and taxis, to the restaurant servers, and everyone in between. The beach was beautiful and private, with kayaks, snorkels, balls, noodles, and everything needed for a fun time in the water. The room was spotless, large, and lovely. Thank you, The Reefs staff! We will definitely be back!