Middle Cay Holidays

Horrible experience at Atlantis Royal, resort is highly overpriced and overrated as you mostly know. Check-in was delayed by 2 hours and they gave us only $75 resort credit for the “inconvenience”. Front desk was super rude and lack of empathy, we called them multiple times for not having enough towels and toiletries and they either ignored our requests (hint, housekeeping department is a disaster) or their response was always late making us loose valuable vacation time unnecessarily. Upper management is non existent and nowhere to be found if you want to escalate a complaint, also they don’t offer proper training to their employees or supervise them accordingly. We were rudely awaken up every morning at 9am because resort was doing construction like 3 rooms from us and the super loud drilling didn’t let us rest (we were not advised of any ongoing construction job on our wing upon arrival). We also experienced an unacceptable behavior from several resort employees, at Plato’s we were treated meanly by a server, at Claudio’s the server didn’t introduce himself and seems not interested on his job. I do believe the mandatory 15% gratuity imposed by the resort in any purchase and the lack of job accountability make a negative impact on the quality of service received by guests and therefore a repudiable customer service across the board creating a false sense of entitlement on many employees who seem to work without motivation because they got remunerated despite of their efforts

<3

Harborside at Atlantis. The resort was beautiful, very clean, and well maintained. Our only negative experience was check-in. Unfortunately, our room wasn’t ready at check-in and we had to wait two hours before we were able to check in, which was disappointing after traveling. Aside from the delayed check-in, we really enjoyed our stay and had a wonderful experience overall.