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Go Elsewhere For a 5 Star Experience
Sep 17th, 2020
We have been to Turks & Caicos three times. This is the first time we have stayed at GBC. While we had high expectations, unfortunately they have not been met. 1. Prior to arrival I emailed several times asking for assistance with some reservations, car service etc. After receiving no response, I reached out to Kulbhushan Tyagi, the resort manager. He apologized and assured me there would be no further issues from there. Finally, the pre-arrival team contacted me and we were able to set up our plans for our stay. Then I was informed of the curfew situation (not in the resorts control, of course) and we decided we would still come to T&C, despite that. After being informed that there would only be one option for dinner on property, and that more than 3/4 of the islands restaurants would be closed. I reached out to Kulbhushan as I was concerned at the lack of variety and was assured there would be new and interesting menus each night. There has not been. While I am on this topic, one vegetarian entree in 2020 is not acceptable, especially when guests do not have access to many of the restaurants on the island. 2. Upon arrival we were “upgraded” to a one bedroom suite in the hotel building from our reserved junior residence in the estates. The upgrade was built into the package we purchased during booking. We accepted the upgrade as the room was larger. After being in the room a day or so, I started to notice how run down things were inside. The upholstery on the couch and bed are stained. There are chips and cracks in furniture. The shower upstairs is quite dated and terribly difficult to get in or out of. The walls have poorly patched bubbles and cracks in them. And on top of this, the upstairs air conditioning unit decided to stop working properly after 3 days of our stay. Every afternoon, until 8pm or so, the upstairs gets up to 83 degrees despite being set to 70. Maintenance has come to “look into” the issue for the last few days. The resort manager assured me the problem was fixed. As I sit here writing this, it is 80 degrees upstairs. 3. Prior to arrival my husband ordered gift cards which were advertised at a rate of 1.5x via the confirmation email. So he followed the websites instructions to add the cards to our reservation and submitted credit card info. On Monday we inquired why the cards weren’t reflected on our account. As of today, after pressing him to look into this, Kulbhushan informed me that we were supposed to call to reserve the gift cards (the confirmation email says nothing of the sort and takes you to a website to purchase them) Then he told us that now the rate is 1.25x and that we had to have purchased the gift cards ahead of time. We did. We went around and around and still no resolution on this issue. We were offered 25% off our food charges, so we accepted and moved on so I didn’t have to waste my beach time on this. 4. My husband fell on the steps outside of building A on Saturday. He was quite injured, banged up knees, scrapes on his legs and back. He is still sore from the fall. Security filled out a report. After recommending that the stairs be marked more clearly, days went by and not so much as a sign of caution was put out. So we revisited this issue and only after insisting, were yellow lines painted to delineate the steps from the ramp. Those steps are a liability. My husband fell on this property and frankly, I felt it was downplayed in its seriousness. I actually cannot believe that more wasn’t done. 5. On the beach, parasailing boats idle and blast music all throughout the day. The idling fills the beach with the smell of diesel fuel, and the music destroys the ambiance I think you are trying to project. I have yet to see these boats idle in front of Seven Stars in my 5 days here. This really should be addressed. It does not feel luxurious to hear the boats, or be solicited by the boat staff. 6. Breakfast: until 2 days ago they had a buffet out, during a pandemic, with guests going up and getting food without masks on. I’m not even sure how this was allowed to exist during Covid. We ordered from the a la carte menu and quickly realized, the staff were just going over to the buffet and putting things haphazardly on a plate and bringing it to us. I mentioned this to Kulbhushan and he did away with the buffet and said it would be a proper a la carte menu. Why was a buffet set up in the first place? Why would our food just be put on a plate from said buffet and not presented beautifully? Breakfast at a a 5 star resort is usually an experience. I have photos of my breakfasts at various Belmond properties that look like a work of art. I reference Belmond properties because the almost $1000 per night we paid here is about the cost of a room there. 7. Transportation: we paid $220 for private “luxury” transfers. We were picked up in a run down SUV with tape holding the seats together. At other resorts, we have been picked up in actual luxury vehicles. 8. Covid best practices: mask wearing was incredibly negligent. The staff often had their masks below their chin, not even covering their mouths. When they were covering their mouths, their noses were exposed. I had several staff members, including senior management pull down their mask when speaking to us. (Total misunderstanding of the function of the masks). My husband is a physician and works all day wearing two masks, a face shield, etc. If he can do that, they can handle one mask. While this may seem long-winded, I actually left out several other issues. With so few guests at the resort (we counted about 25-30 people at any given time), the staff had the opportunity to really wow us, to truly “upgrade” our experience and make this the luxury vacation we expected. There are so many things that could have been done to elevate our experience, that would have cost nothing extra on the resorts part. It just would take a little foresight. Unfortunately, I feel the lack of guest volume has left the resort complacent and it can be felt extensively. TRIPADVISOR.COM USER
Fantastic service and relaxing beautiful beaches
Sep 12th, 2020
My husband and I decided on this trip for our 25th wedding anniversary. We were treated like royalty. We came in the off season right after the country opened up post Covid, so there were not many people here, but everyone was super nice and accommodating. I would definitely recommend staying here. Some of the names I recall as being "over the top" in customer service....Thyroid, Gea, Franklyn, Frankie, Jared, Garth, Diana....so many more! TRIPADVISOR.COM USER
Sep 8th, 2020
Beginning with the smiling island welcome, to the rum punch, easy check in and tour of the resort on the way to our room we were impressed. This resort is old school high end service and attentive to all personal detail. Not the routine check in and rush of the bigger commercial resorts. They have perfected service. Our room was perfect. Every detail and amenity was at our finger tips. Pre concierge contact with recommendations for food and activities and made all our reservations. Highly recommend and can’t wait to go back! TRIPADVISOR.COM USER
4th trip in 13 months
Aug 17th, 2020
My wife and I cannot speak highly enough about Grace Bay Club. We just return from our 4th trip in 13 months. We could not get there quick enough once the island opened its borders. When my wife and I first planned our trip to Grace Bay Club, we deemed it a trip of a lifetime. We now return to visit our "friends". If you have read any post from my wife Michelle Ridens, you know what the people mean to us that we have met. Amado never fails to deliver on kindness. Because of him alone, is why we continued to return. This gentlemen truly cares about his guest and their experience. When Michelle and I are asked why we continue to visit the same resort? The answer is always the same, Amado. Amado will make a lastly impression on your life. A gentlemen you will never forget. Now, over the last few trips we have had the honor of meeting so many other wonderful people. Jeneise (manager) each day would visit with Michelle and I. She made such a wonderful impact on Michelle and I. We now are able to call her a "friend". She is very kind and genuine. We met Ty and Garth (who plays the best country music on the beach). Franklin and Vernon always greet with a wonderful warm smile.Michelle has stage IV cancer and each day, they would all ask about her and wanted to know how she was doing. Could they get her anything? You owe it to yourself to visit Grace Bay Club and ask for each one of these amazing people. TRIPADVISOR.COM USER
Want to keep this place a secret but...
Aug 4th, 2020
My husband and I just returned from our second trip to the Grace Bay Club and it will not be our last. And as much as we want to keep this place our little secret, we would be remiss in our duty if we didn’t write this simply to let the staff know how amazing they are. The hotel itself is beautiful. Gorgeous, spacious rooms. Immaculately groomed grounds. Amazing spa and delicious restaurants. All on the most beautiful beach, Grace Bay. But what makes this place so special is the people. From the moment you arrive, you are treated like family. From our personal concierges, Fitzroy and Lisa, the breakfast and pool attendants, to the smiling cleaning staff and grounds keepers. Everyone went above and beyond to make sure our stay was fantastic. For example, my husband and I were renewing our vows during our stay and Lisa and Fitzroy took it upon themselves to hand pick my bouquet from flowers on the property because the florists were closed. And of course there was the crew at The Taco Bar, Garth, Thyroid and Jeniese, who stayed open late, laughed with us, played and danced to our wedding song, entertained us with country music, served us the best tacos and became friends for life! Thank you all for making the Grace Bay Club one of a kind! We will see you all soon 😊 TRIPADVISOR.COM USER
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