I suspect this review will be wordy therefore some will not get to the end. Given this fact I will start with what I think is the most important detail... Be careful and somewhat weary!
We visited this resort August 15-22, 2009. On our sixth night in the resort a family was robbed in their villa, #401. The perpetrators were armed with machetes which they held to the neck of an 11 year old boy in order to scare the Father whose initial reaction was to defend his family. Each family member was gagged and bound and placed in bathrooms. The robbers had all the electronic equipment packed up before the family returned to their suite from dinner at one of the resort restaurants. The robbers forced the father to open the safe from which they stole about $3,000.00 US.
The family called the front desk immediately after the thieves left. First on the scene, at least 5-7 minutes after the call, was one unarmed security guard with no radio for communication. He scanned the scene and called back to the desk. Eventually many people entered the room including staff and local law enforcement. The family was questioned until about 3:00 a.m. At one point the 16 year old daughter was separated from her family for questioning. This lasted about 35-45 minutes despite the families insistence that this was illegal. In the end the resort staff did not comfort the family, make any amends or even put up a pot of tea. In fact they decided that the family was fabricating all or part of the story as an insurance scam. Two staff members told me this directly. The story became so rampant that a taxi driver repeated it to me as we were departing the resort.
Once this story was out in the open we learned that there had been a similar robbery two weeks before. In this case a couple was held at gunpoint and tied to their beds.
Finally on our last night at the resort we found one of our room keys placed on a windowsill just inside our open air window. We feel quite certain that a maid or maintenance staff member placed it there so that someone could take it and enter our room. We fortunately saw the key and removed it.
There are significant security issues at this resort. More importantly the staff is deflecting attention and failing to address the problem head on. Security staff we saw were not carrying clubs, pepper spray or other defensive tools nor did they have radios to communicate with each other. The entry gate is passable with a wave and a comment from the taxi driver, "these are yours."
We realize that this sort of thing can happen in many places. The measure of a resort's commitment to guests' safety is in the actions they take. This resort has failed our standard. Until they arm their guards with appropriate tools, secure their entry gates, disallow local citizens to move as guests on the property and care for victims with respect and concern their paradise is soiled.
If they do take responsibility and provide a safe environment we will return.
The resort is beautiful as is St. Lucia. We stayed in a three-bedroom, three-bath unit that was walking distance to the main desk, pool, most restaurants, and beach. Our master bedroom was well cared for each day although our first night we were missing a bed spread and robes. Our children's rooms were not tended as well but were passable. Most towels were plush and white although some were stained. The kitchen is well equipped, there was nothing missing. The furniture was comfortable and well coordinated with plenty of seating and room to move around. The balcony was perfect with a table and four chairs, a love seat and two upholstered chairs and two lounge chairs. We also had a plunge pool.
The panoramic view of the sea and sunset was tremendous.
I concur with others who reported that the check-in process is slow. This was a major problem for us given the fact that we had been traveling 12 hours and I was sick from the drive to the resort.
Here's the rub... The resort is 90 minutes from the only large airport on the island. The drive is full of curves and stop and go moments. I never get car sick but during this drive I had to ask the driver to pull over. To survive this drive going back I took one motion sickness pill and insisted on an air conditioned van. Unfortunately the resort, who arranged our pick up, sent an older car for the four of us. This was a disaster. With precautions the ride back to the airport was great.
Back to check in despite the fact that rooms are suppose to be ready by 3 p.m. we waited until well after five for ours then found ourselves in an older suite, on three levels that were sweltering. The air conditioning on the main living area was not working properly and the ones in the bedrooms were not turned on. There were large sliding glass doors that were only secured by a piece of wood and a bracket. The kitchen was small, old and not well appointed. We were very disappointed and insisted on being returned to the lobby. We were told that some guests like this unit, #46, because one bedroom is on the lowest level while the other is on the highest. I will admit that the lower bedroom is quite large with a seating area that could sleep two more comfortable. Also the bathrooms were nicely remodeled. We were forced to stay in this unit for one night and most of the next day before being moved to 19.
We did also see a unit at the top of the hill, #420 and #34. 420 is a two bedroom three bath new suite. The bedrooms are on the same level with well designed bathrooms and reasonably sized sleeping quarters. We did not prefer this accommodation because the kitchen and dinning area is quite separate from the living room. Others may feel differently because the living room has a pullout sofa and access to a full bath. THe view from the balcony was spectacular but there was far less space than we had at #19.
Number 34 was a complete turn off to us. It was old and cavernous. the stairways were narrow and the lower bedroom was quite dark and dank.
Hibiscus was nice, newer and all on one level. The main area was by far the smallest but well appointed. The bedrooms were nice as were the bathrooms. The balcony had a hot tub for two and a table with four chairs but it felt small. The benefit is close access to the lobby and beach. Also there is a garden area available to all the guests in these units and off the garden are two pools one above the other. You never have to leave this area if you don't want to. Only possible stress I witnessed is the gathering of teenagers late in the day. They like to dive from one pool to the other despite the obvious danger.
The spa is in a nice location with pools just outside their door. My children had facials while I had a manicure and pedicure. The children were well cared for and I enjoyed my service. Diana is terrific. She is jovial and made me laugh. In addition she was very thorough and attentive.
The water sports staff was sometimes pleasant and accommodating while at other times non-responsive and condescending. Water sports are available without charge. You can take out kayaks, sail and paddle boats. You can water ski, wake board and knee board twice each day and you can get lessons for this although we thought the lessons were a joke. We were charged $20.00 for each of our children to stand side-by-side on land for a ten minute lesson. When we complained we were refunded. Our daughter water skied and did get pointers as she did so. Our son wake boarded and was questioned and handled with far less patience.
Water sports staff are responsible for water toys including a trampoline, water slide and inflatable climber. When there was a swell in the sea the staff took the toys out for our safety. GREAT! However despite calmer waters they next day the toys were not returned. It took the staff two days to return the equipment in part because one whole morning and half an afternoon was spent playing cricket with a group of guests. We loved watching the game but thought the staff was remise in providing for guests who weren't playing.
Papa Don's Italian restaurant is spotty with mushy pasta and kitchen staff hanging in the walkways. Dragonfly for dinner offers an unusual menu worth looking at before committing. I enjoyed my meal but the rest of the family was disappointed. Dragonfly for breakfast offers a good variety for a week. We wished they offered a special now and again to change things up. The upper deck was the best for us, good variety, good seasoning, consistent good service. The frozen bar drinks are watered down and lackluster but the staff is pleasant.
The fitness center is very small and feels tight. There are only six pieces for aerobic exercise. The space is very unappealing. I did participate in the water aerobics classes,; they were great! Verna is motivating and fun.
Pool towels were readily available whenever we needed them although some should definitely be relegated to rags due to stains and tears.
There were many lounge chairs on the beach and sufficient shade for those who wanted it.
The hotel does provide free internet access and wifi although the wireless connection is sketchy.
We did take the Island tour with Endless Summer. This was worthwhile as we learned about the history of the island, saw the volcano area, had a delicious lunch and swam. If you want to snorkel bring equipment from the hotel otherwise you will have to pay top dollar to the local men hawking you from kayaks.
We went to Rodney Bay two nights. Both nights we ate at Buzz, Great, fresh food, pleasant service and nice environment. We also visited Lime where there is karaoke. This was not an environment we felt completely safe in especially as the night went on and the drinks flowed. By 9:30 we happily left.
So there are my mixed feelings. We might return although we are weary and will wait to see what others say over the following months.
I would recommend this resort if security improves although I am saying no for now.
