The Reef at Atlantis, Paradise Island

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Guest Reviews

TripAdvisor Traveler Rating 1

Poor customer experience. We wouldn't stay here again.

Jan 3rd, 2020

We stayed at The Reef for 5 nights and the customer service we received when we arrived was HORRIBLE. We booked the Topaz Suite and at check-in we were told that we booked 1 night in one room and the other 4 in another room. Please tell me why anyone would do that? We felt like the front desk was being dishonest with us when we asked to speak to a manager about the room situation. We were told there was no manager available at first, then that it would be the following morning, then that I could talk to them in 20 minutes and when I finally said I was going to stand there until they arrived, one came down a few minutes later. It isn't inexpensive to stay at this hotel over the holidays and the inconvenience was something the manager told me he couldn't do anything about--and I honestly didn't feel like he cared if we were happy or not. We had to spend our entire next morning waiting on our new room to be ready. Room-Our balcony was huge and awesome. We had a full oceanfront view from our bedroom with floor to ceiling windows. Very spacious suite with two full bathrooms. Water in the room delivered every day and Starbucks coffee pods delivered every day as well. Beach/Pool-Beautiful, glad I was at the Reef and not at the Royal. We did have to secure beach chairs by 7AM every morning. No bar in the hotel-the closest bar is between the Cove and the Reef, but it is a location with slot machines (thus smoking allowed) so not really a place to just sit and have a glass of wine. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 4

Watch the taxes

Jan 2nd, 2020

We stayed at the Atlantis again for first time in 3 years. Not much has changed with the Reef and the Cove worth the upgrade since the other parts not as nice and much louder/crowded. The problem is they understaff for peak vacation times and lines are long during this period. The water slides are always good entertainment for kids and great fireworks for New Years. Most importantly do not charge items to room since they have a 12.5% VAT tax for services and goods purchased like meals. If you put it on your room charge then you will have to pay another 12.5% VAT tax in your final hotel bill on the same charge - so effectively paying over 25% VAT tax on meals put on your room - so pay with credit card at point of service. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 4

WOW is this place B I G !!!

Dec 30th, 2019

Used some "rewards" from Las Vegas casino to get 4 nights "FREE". But nothing is free here. I will keep this review short as this facility is one of the largest properties I have ever been to. The reviews actually scared me based on the service I expected to be received. In actuality, the service was beyond exceptional and I want everyone to know this. We were upgraded to The Reff with a phone call en route to the property. This made our experience even better as the other side of the resort was fairly crowded. In general, we do not like crowds, so this was not our typical vacation. The costs were above what we expected, and that is what it is. VAT tax of 17% with aout tip of 15% added to the already high prices make every purchase a bit deep. Accept this or just do not go. Bottom line! The facilities are beyond beautiful and the place is well kept up. So much to see and do! The taxi service will likely try to take advantage of you, so set the price prior to getting in the cab. Many people are honest and friendly, you just need to locate them and deal with them. A recommendation goes a long way here. Be patient and smile would be my advice when moving around the facility. And you are told to leave your towels on the chair when done so just because a towel is on a chair does not mean that it is taken. Better to ask for forgiveness than permission if they come back and want "their chairs". TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 3

Prepare to be underwhelmed.

Dec 30th, 2019

Having just returned from a 5 night stay at The Reef, Atlantis, in a Harbor View suite, I felt compelled to write a review. The entrance looks like you are entering through the backdoor-very average. We expected service and quality on par with Beaches resorts and were so disappointed. The service, from check in and concierge are terrible. The hotel was overbooked and upon check-in we were told we had to be “downgraded” for a mere $133.00 credit. (Not a great term to hear when you have paid $25,0000 before crossing the threshold of your room -also I booked in April for a December stay????). I have never been “downgraded” especially when pre-paying for 2-$1800 a night suites (reference photo for view). For full disclosure, we were contacted after 3 nights and they offered to move one of our rooms. The Reef is at the far end of the property away from the Marina area, so be ready to walk, we walked an average 3.5 miles a day to and from restaurants and pools, which we like, but can be a lot for some people. The beach past The Reef is the best though and gorgeous, Cove Beach is lovely as well, but short of you like to walk the beach. As for food, it’s average throughout the property, our best meal was at Cafe Martinique, but the bill was over $900 (4 adults, 3 kids), pool food is inexpensive, but lines are long. Kids loved the chicken nuggets and fries. Resort claims no tipping policy, however if you want poolside chairs rent a Cabana (our favorite was colonnade #11) otherwise you must tip pool attendants, they save all the pool chairs and upon a tip (we paid anywhere from $50 to $150) they magically find chairs available for you. On the plus the marina habitat areas are fun to view and the kids enjoyed the slides, after 2 days the novelty wore off-very long lines, some slides over an hour wait. The main hotel, The Royal, is much more impressive than The Reef, fun to walk around, grab a drink and go to the casino. Nutshell-lower expectations, tip everyone and anyone for better service, Cruise crowds are insane so check the cruise schedule and plan accordingly, order Instagopher groceries to your room, they are top notch and saved us from eating Starbucks breakfast every morning, and above all, if you are used to traveling well, reserve the best possible room you can, (The Cove) with ocean view or you will be underwhelmed. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 5

Great December family vacation at The Reef

Dec 21st, 2019

Reading reviews has helped me so I decided to write one about our recent trip. We traveled December 2019 and stayed in an ocean view studio at the Reef. I was nervous when reading some of the recent reviews regarding staff being unfriendly and unhelpful. I found this to be furthest from the truth with our visit. We were there for 7 days and only encountered super friendly, helpful staff. The housekeeping, doorman, life guards, waitstaff and everyone else were all very friendly. They smiled every time they saw us and were very pleasant. Transportation: We prebooked ahead of time through Cheryl's taxi service. They were efficient, timely and friendly. We planned a stop at the grocery store when we booked our taxi trip. We bought more food than we needed. I probably could have not done the grocery stop since we packed food in our suitcases. Room: Our room was clean and well stocked every day. We were given 4 bottles of water every day. Even if we hadn't touched the previous bottles of water we were given more. The studio room had plates, cooking pots, utensils, dishwasher, fridge, microwave, stove top. We used the dishwasher everyday. We were on the meal plan for breakfast and dinner and ate lunch in our room everyday. Our view was amazing!! I had originally booked a harbor view room but upgraded for a small right before we arrived. The couch pulls out into a queen size bed however my 6 year old was fine just sleeping on the L shade of the couch. The bathroom was huge with a bathtub that views the ocean when you open the sliding windows. The room had a small table and chairs that we used for lunch. The balcony also had 2 chairs and a table. On Sunday night a boat went by the beach and had a nice firework display. My kids loved it. Reef Hotel: The hotel was very pretty and decorated for Christmas. The pool is shared with the Cove. We never had any problems getting chairs right by the pool. When we were there (week before Christmas) it was not busy at all. We had plenty of room to throw the football in the pool. The pool goes from zero entry to about 4 feet, I think. The beach is shared with the Cove and is private. I never had a problem getting beach chairs by the water. The sand was perfect and the water is perfect. No rocks and gorgeous. The Reef also has a laundry room for free on the 2nd floor. A ton of machines and we never had to wait. We had packed our own laundry detergent (High efficiency pods). Knowing I would be doing laundry, we packed less clothes and instead used the luggage space to pack food for the room. I think I did laundry 3 times including right before we checked out in which I threw our wet swimming clothes in the dryer. The shuttle to the other hotels run about every 5-7 minutes. It was very efficient. There is a Starbucks in the lobby. I didn't use it because there was a Keurig with Starbucks pods in the room. Activities: My kids are 4 and 6. We did the rise and shine dolphins and the sea squirts feed the baby sharks/sting rays/turtles. My kids loved both and I found them both to be a good value for the experience. Atlantis: All of the main stuff centers around the Royal. The huge aquarium is in the bottom and the outside sea life is between the Royal and the Coral. The casino and night clubs are inside the Royal. I heard the Royal guest rooms are not as nice as the Reef. Given it is only a 5-9 minute walk between hotels or at most waiting on the shuttle is 5 minutes, I would still chose to stay at the Reef verse the Royal. The water adventure park is closer to the Cove/Reef than the Royal, I think. The fitness center is amazing! I used it probably 4 times. It is at the end of the Royal close to the Reef/Cove. About a 3 minute walk. The Royal is situated so that you can basically walk from the Reef to the Cove (2 mins) through the covered path to the end of the Royal. Continue walking through the Royal through the Casino to the Coral or Marina Village. We never had a need to go to the Beach hotel. Dining: We had the meal plan that included breakfast and dinner. Children 6 and younger ate free on our plan. This means our 4 and 6 year old were include and we just paid for the 2 adults. This made it incredibly affordable for our family of 4. It came out to like 48 bucks a person (x4) per day. Since the stand alone prices of the restaurants are high and you also have to pay 12% VAT and 15% mandatory tip, $48 a person is a steal. We had breakfast everyday at Poseidon's Buffet. Great breakfast options. We had dinner a few times here. Meh.... I would say breakfast yes, dinner no. We had dinner at Murray's deli (great crab cakes!), Virgil's BBQ (great and huge portions), Frankie goes Banana's (Great surf and turf), Village Burger Shake (Great burger!). Our meal plan included the entree and desert or an appetizer per person. It is really more food than anyone could eat. So we had tons to take back for lunch the next day. My observations: The Reef and Cove are the best hotels. The private beach and pools make it worth being not at the Royal. The walk to the Royal beach is too far for my liking if I was staying at the Royal. Given i had a four year old that wanted to go back and forth from the pool to the beach, i loved the Reef pool and beach proximity is feet from each other. The Reef/Cove pool is probably boring for teens. No music, or action. The Coral pool is probably the most lively for teens/young adults but the beach, not so great. We didn't go to Harborside but it is literally across the river from the Royal. There isn't a walking bridge so that would mean you would need to shuttle around through Marine Village to get to the Royal. Which also means there isn't a beach at Harborside. But if I had a larger family, this might be worth it to accommodate a larger family. The Beach hotel seemed very dated to me. The Paradise lagoon water seemed gross to me. I wouldn't plan on swimming there, just the ocean. Cruise ship passengers were annoying but there was only one bad day where they were obviously there. It rained one day. We signed up my kids at the kid's club (3 hours) and they LOVED IT!. Overall: Great trip. We will come back for sure and we could chose the Reef hotel again!Show less TRIPADVISOR.COM USER 

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