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at the The Mariner Inn Hotel
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Poor Response time and customer service
Feb 26th, 2020
This hotel operated by the Moorings at their marina did not respond for a week to my requests for availability and room rates. I called, sent emails, and completed an online request. In phone conversations, each time (4 days in a row) they said to call back "tomorrow" and they would have someone call me. That didnt happen. A response to an email or online request came one week later and did not give me a rate for the specific dates and room I requested...... only the same information on the website with a range of $100 stating contact us for specific dates. I have not experienced such poor communication, especially from a large well known company. We were considering charting a sailboat with them, but this experience definitely confirms they are not dependable. TRIPADVISOR.COM USER
Very Poor Service and Attitude
Feb 12th, 2020
We recently stayed at the Mariner prior to our sailing charter through the Moorings. I was appalled at the pervasive poor service attitude throughout the hotel. Upon arrival the desk personnel were apathetic to anyone’s needs. No offer to help with luggage, no information on facilities, dining options, etc. The room was only adequate, dining facility unprepared for the arriving guests even though the hotel obviously knew how many people were arriving. The next morning there was a dead chicken in the courtyard outside our room which went unattended for a day and a half before I showed it to an attendant! The pool was a nice area but completely unattended, no towels available and litter not picked up until mid afternoon. Throughout the next two days the lobby was almost constantly occupied by weary travelers waiting to check in or get their charter boat and the staff were completely inattentive. The lobby had only uncomfortable wooden benches. No offer to assist with luggage (although there was an unattended storage room). No coffee or water. Any requests for information as simple as “how do I walk to the grocery store?” or questions about getting around the local area were met with apathy. On the morning that we were supposed to get our Charter boat, they had a rigid policy that we had no access to the boat until noon but were forced to check out of room at 1100, and again absolutely no assistance with luggage, not even an offer of a cart. The provisioning process was rigid and not user friendly for a novice and the staff was not helpful. After experiencing this poor service for two days Pre-Sail, I elected to cancel 3 days of a planned and pre-paid 4 day post sail stay, even though I lost the entire cost of those days due to a rigid no-refund policy, despite lodging a complaint and cancelling nearly a week ahead. It was so bad that I didn’t want to spoil the rest of my trip due to the poor service, despite loosing several hundred dollars (I chose a 3 day stay at Marriot Scrub Island instead and had a wonderful time - the service there was outstanding!). I contacted the Moorings Customer service twice - once through the website and once by phone - and The response was “we are sorry and will look into it, but have yet to hear back from them or receive any refund. To be clear, my complaint is about the Mariner, not Moorings charter. Live and learn! TRIPADVISOR.COM USER
Tough way to start a great trip
Feb 6th, 2020
The Moorings Mariner hotel was such a disappointment! We arrived after a long journey and while the hotel and rooms are fine, the service was horrible. The restaurant was particularly slow and food and cocktails were the worst in the BVIs. One bright spot was the spa and the shower areas. Once aboard the boat, everything with the Moorings service was excellent. TRIPADVISOR.COM USER
Turned into a dumpjj
Nov 23rd, 2019
No t.v., toilets don’t work and they won’t change your room to one that does because “everyone has gone home”. It’s that really late hour of 7:45 p.m.. This place has turned into a dump. Find alternative place to stay. TRIPADVISOR.COM USER
Bookend stays for a Sailing vacation
Sep 14th, 2019
The hotel is still in recovery from Irma. No phones or cable working in the rooms. The rooms were clean and comfortable. You have stairs to navigate so be aware if you have older travelers. It was a good place to prep and before our boat trip and on return we all were happy to relax at the pool and crash before early travel the next day. I would recommend only for that type of stay. It isn’t really for a long full vacation. The pool was nice but the food at restaurant wasn’t very good. I would also say the service was mediocre. The staff is in recovery and I think their hearts are still on the mend. It takes time and I can appreciate the hardship. TRIPADVISOR.COM USER
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