Upper Carlton Holidays

Bedrooms within the suite were large, clean and comfortable. Balcony views were very lovely and the great weather added to the experience. Bathroom and kitchen was fully equipped with everything needed if we decided to stay in and cook. The property itself was great. Improvement is needed with the guest services phone line. It’s almost impossible to get the front desk or other facility support team from the room. Once the initial operator picks up and transfer the call, there is either no response or dropped calls. Guest literally have to leave the room and visit front desk if needed which is very inconvenient. Also long wait times for follow up. Requested towels and blankets in the morning and did not get a delivery until late afternoon. Was told a privacy sign was on the door so they could not deliver but this was not the case at the time of request. It appears, there is possibly not enough staff to support the guest services due to the multiple properties and large influx of guest especially on the weekends. Most staff were courteous (special thanks to Donna, Erica, Anthony, and Markita in Concierge who were extremely helpful and kind) however, there were instances where more customer service and effective communication training would benefit the staff around the property (I.e. security, spa, and some restaurants). The food options could also improve. The property however is beautiful and has great potential!

The staff was exceptionally friendly and professional. Location is great if you want peace and quiet; it’s not near too many other resorts. There are clubs nearby, outdoor which allows you to enjoy the outdoor air and environment. You have to take a taxi to go from the resort to downtown or walk maybe quarter a mile to bus transportation, which was easy to use.

Just a 3 dressed up as a 9. The drink selection was decent, the main buffet was ok at best. The beach chairs and overall condition of the resort wasn't great. The chairs were dirty and cushions were ripped. The grout in the bathrooms were detatched from the walls. For the amount this place charges you should go to a real 5 star.

Clean and amazing Staff

Staff willingness to make your stay comfortable.