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at the Jumby Bay Island
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Very disappointing concierge service. Extra care if you need a PCR test to go back home. Poor kids' club.
Feb 21st, 2021
I've just came back from this hotel, and I should say that location is incredible (beach is good and beautiful), also the rooms are fantastic (I stayed in an Estate Room - best suite category) and so is the staff that works in the restaurants and throughout the resort. Everything was super well maintained, up to date and my kids loved their bikes. But my stay was pretty disappointing because of the lack of care of the concierge team. In a hotel like that, you expect to be pampered and well taken care of. But after you arrive and they leave you at your room, everything seems difficult, mainly in communication between the guests and front desk. First, kids' club was closed to disinfection (and that is fine in times like these), but we only got to know about it when we arrived there and the not so helpful lady, Ann Marie, told us that not in a very nice way. They should have told guests that in advance, by calling the rooms or sending letters - or telling the parents over breakfast or when they went to the front desk to other arrangements. We couldn't do the activities we have planned as adults and hotel told us, the FOLLOWING DAY, that a complimentary nanny was available - but if they don't tell you, how should you know about it? Then, the second day, the same lady told us we should choose between morning or afternoon for the kids club (which again was completely new to us). We chose morning to start with and when I went to check on my kids (6 and 9yo) they were sitting in the water with their sanitary masks on (wet and full of sand as you can imagine) without their hats while the 2 sitters were sitting under a tree shadow, 30 meters away (there were only 3 kids total, including my 2 kids). When I asked the lady the name of the sitters, she refused to give them to me so I had to speak to the manager, Trevor, because my kids wouldn't be going to the kids' club anymore and I should call a private sitter which I didn't want to be one of those ladies. He was ok, gave me the names and told me one day of the sitter would be complimentary as they had failed to inform us correctly (PS: this has not happened, all the babysitting days were charged full to my room and I was so tired and disappointed when leaving the hotel that I have decided to pay that and not complain, again). For some reason they haven't sent to my travel agent the "activities list" they should have before my arrival, so I wasn't able to book almost no special dinner or night, like the private dinning on the beach (it was fully booked for 5 days when I have discovered this experience even existed by being the arrangements being done at the beach). I have been to the front desk many times and they should have said something, asked me about what I wanted to do or told me the experiences they had available. Also, the moment we arrived on the island, I told the concierge, Brent, about our specific need to have a PCR test 72 hours before our departure to Switzerland (and even before booking). I have fulfilled all the forms with the correct dates requesting the test, and I noticed my credit card was charged for it by the hospital in the middle of our stay. But for my surprise, when I stepped in the front office to check when we would have our tests done, THEY DIDN'T even had us on the list of guests to be tested!!! So I got super mad, we were getting out of time to have it done, and they told me the nurse would call me. But when she did, for my despair, she asked if I was waiting for the results! Of the tests that we haven't done, nor were on the list. That is when the manager Ashley appeared and from that point on, I know she did the best she could, and everything was made in time. Some minor faults were still water not being refilled to the room, and even after this being specifically requested the day before, golf cart to bring us back to the room taking more than 30 minutes (and then breaking with us in the car, with the kids sleeping), and EVERYTHING being fully booked 4/5 days in advance (this is not what you expect at all when trying to relax and enjoy your vacation in a luxury resort - this is what you could expect in a BUDGET all inclusive). I can not say that my days were terrible, because it is not true. Really, the place is incredible, the food is nice and so are the drinks and beverages, but I just can't believe that the concierge team was so poor while performing their simple tasks - informing about activities, or the closure of kids' club or forgetting about our tests. And that the kids' club didn't take good care of my kids. PS1: And don't buy the idea of Taittinger as the champagne of the house - it is now AYALA. PS2: As you can check from my previous ratings, this is the first time in my life I had such a terrible experience when in beyond luxury hotels. PS3: Again, it's a good hotel, but if you go there for the first time, please book all your activities beforehand and inquiry them about this list of special events so you won't be left out of it. PS4: I wouldn't trust my kids again to the kids' club, but I should say that the nanny assigned to us privately did a pretty good job, and her name was Odessa. PS5: Now I feel so relieved I have chosen before North Island instead of Fregate in Seychelles! TRIPADVISOR.COM USER
Slice of Heaven!
Feb 13th, 2021
Jumby Bay is a magical island with gorgeous beaches, beautiful Caribbean blue water and wonderful food! We have been to many luxury resorts and the suites at Jumby are among the best in the world. Beautiful Caribbean decor with airy high ceilings and well-appointed bathrooms. Loved the outdoor bathroom space! Their creative menus provided lots of dining options. The Estate House was phenomenal. We also enjoyed the “white night” and Caribbean theme beach barbecues with music and dancing. Delicious local grilled lobster! There were so many warm and gracious people that made our stay memorable. Ariel and Sean at the water sports area are phenomenal. Housekeeping ladies were the best! Thank you! Natasha, who graciously showed us villas for our children and extended family to celebrate my moms 80th birthday. Jashera at the pool grill is one of the most personable and on-point staff we have come across anywhere and should be in a high profile position...And so many others who made our stay warm and memorable. It’s always about the people! We plan to return soon, as we add Jumby Bay to our Caribbean favorites! TRIPADVISOR.COM USER
Dec 22nd, 2020
My husband and I just returned from our first trip to Jumby Bay. I was a little worried that we wouldn't receive the full experience due to Covid, but I was quickly reassured once we arrived and I can't imagine a more perfect trip! Masks, wipes and hand sanitizer were provided in our room and hand sanitizer stations were found around the property. All staff wore masks and I felt more safe on the island than my daily routine at home. The only Covid related issue we encountered was the beach being shutdown one afternoon due to a holiday. Even though we prefer the beach, it gave us a chance to check out the pool which we otherwise would not have visited. We also had a snorkeling trip scheduled for part of that afternoon and the resort offered to reschedule to another day without hesitation. The Jumby Bay beach was our favorite spot on the island. There is sea grass growing on parts of the ocean floor, which was a little disappointing at first, but the water is clear. If the grass bothers you, there are floats provided at each beach setup. Another reviewer mentioned the airport taking away from the experience of being on the island, but my husband and I did not feel the same. We loved spending every day on the beach and the sunsets were incredible! The food, drinks and snacks were all amazing. We did not have one mediocre meal and and I'm very particular when it comes to food. We ate at all the restaurants and attended White Night, Caribbean Night and Farm to Table Night. Even though I was originally hesitant about the Farm to Table evening, it was our favorite. We did not attend many other events offered, such as cooking classes or wine tastings, but we did take the Sunset Cruise and highly recommend! The staff is what makes this island truly special. Ashley helped me tremendously with planning our trip, answered several questions and made our meal reservations. Dariane and Colton were very informative upon arrival and throughout our stay. Akelia and Ishmael always greeted us at the Veranda for breakfast each morning and made sure our orders were perfect. Indi, Maureen, Giant and Omarie always made sure we had everything we needed at the beach. Sherard always made great suggestions at the Estate House for dinner and Jade', which served us each night at the Veranda Bar, made sure I got a special dessert before leaving. I highly suggest the soufflés at the Estate House - especially the chocolate soufflé! It was a wonderful experience and we can't wait to visit Jumby Bay again! TRIPADVISOR.COM USER
Dec 22nd, 2020
We have visited Jumby Bay annually for many many years and absolutely love it. We were so sorry to have missed our trip this past year. The beach is beautiful. The water is lovely. The people are wonderful and it’s just a magical getaway. Unfortunately the prices in the past year or so have increased tremendously. We so want to come back for another visit but the prices will prevent that. Too bad. We miss you Jumby Bay. TRIPADVISOR.COM USER
Dec 1st, 2020
Just finished a magical stay at Jumby Bay Island and it exceeded every expectation. I'm fortunate to have visited some of the best hotels in the world and I can honestly say Jumby is probably my favorite. The beauty of the place is matched by the staff who elevate the experience to the next level. Due to all the safety measures in place Jumby Bay is one of the safest places you can visit today. If you can afford it I urge you to do so. It's an experience you will remember for the rest of your life. Thank you Jumby from HS. Room 21. TRIPADVISOR.COM USER
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