I gotta tell ya…I debated this one for my entire vacation. After reading about our expedition, you might feel my pain. So, pack your bags and come along for a turbulent ride…kind of.
Listen, Atlantis has always done well by myself and my family. My kids love the aquatic chaos, and the ex Merv Griffin Paradise Island Resort and Casino, which still has ghostly presence in the Coral and Beach Towers, was transformed into this beachfront mega resort which I used to find pristine and well run by island standards. Restaurants such as Carmine’s and Virgils, even Starbucks and Ben and Jerry’s found lucrative homes seaside, and the massive casino ding-dings with excitement and money hungry gamblers 24/7. We always invested in the dining package, which could be anywhere from three full meals and high end restaurants like Mesa grill or, ample for us, two meals per day and decent dining establishments.
But, this summer, Atlantis took it’s chances on an all-inclusive package available from August to December (trying to make up for lost revenue in the low season), and it sounded great, but I think a good business move was informing their staff they had an all-inclusive package.
We have done a few great all-inclusives, i.e. Beaches, Barcelo Bavaro, which, with my family, is the way to go. Pay once, eat, drink, vomit…do whatever you want and don’t ask me about it. So, I thought for sure Atlantis with it’s reputation for fun in the sun and food for your brood would have his this out of the park: foul ball.
At check in you receive a map indicating the restaurants that are on your list, and bars where you can utilize your key to gluttony, but when you approached anybody…front desk, bartender, cashier, nobody could answer if you were on a free for all, or a diet. We never knew how much if anything we could have. One staffer said, “well, in the memo it said you could have as much as you want.” In the memo?????? Mega resort Atlantis couldn’t find it somewhere on their to-do list to have a staff meeting about such a huge endeavor as an All-Inclusive package? Just weird and underdone, and unprofessional. Anytime we took a drink or purchased food, we had to ask: “Included?” “Yeah, I think so,” was usually the response.
If you were following my Insta and FB, you were also privy to three days worth of photos of a half eaten pizza slice, and box, and a dismembered chocolate cake which greeted me in my nightstand. My husband who is much less squeamish than I am slept on the side of the bed that flanked the grossness of someone’s last Bahamian meal. Many calls made to housekeeping resulted in a clean up on the last night. I guess they didn’t want me to touch it either. The nice attendant who showed up turned green and apologized after almost dry heaving in the hallway as he carried out the corrugated cardboard box.
In their defense, after I tweeted and posted, I received a call from management begging me to take the post down, and offering me 250.00 resort credit. I thought about it, but I felt it better that travelers knew how an establishment such as Atlantis handled a dirty problem rather than washing it away like it didn’t happen. That’s where true customer service gets the grade. How did they troubleshoot? What was the result?
I was ready to take the 250.00 gesture and shut up after all the hassle with their not so all-inclusive all-inclusive and the late night frat party that died in my nightstand, but, at check out out I begged for all charges to be removed…we had none. We stayed with the pre-paid all inclusive, and I walked out with a zero bill (every hotel holds on to your credit for incidentals), only to find out after boarding our NCL cruise in Miami, that my 250 credit was not immediately issued, and guess what, Atlantis was holding on to 2300 of my Amex credit, which, until I tweeted again, was not removed.
I was ready to give Atlantis a gold star for a customer service remedy, but after seeing another 91.00 charge on my Amex just yesterday, it ticked me off, and the fact that I spent the first three days of what should have been a relaxing cruise trying to recover 2300.00 from Amex via Atlantis, I said, no way….
Atlantis…clean up your act, stop taking massive amounts of credit at the front desk at check in when clients have already paid up front, and here’s an idea….let your staff know when policies change. Maybe we will consider coming back when you really “clean up.”