from Morristown, NJ
Submitted on 10-08-2016
Where to start? First, full disclosure, I am a registered travel agent, and checked with Divi reservations about a travel agent rate 4 months before travel. Gave them dates (our honeymoon), and they gave me a super rate, with only qualifier being that we had to book within 30 days (normal). Well, when I called back within 30 days they said they did NOT give travel agent rates "for that time period" (July is off season in the Caribbean). We had to scramble and book the 'Romance Package", which is...
Where to start? First, full disclosure, I am a registered travel agent, and checked with Divi reservations about a travel agent rate 4 months before travel. Gave them dates (our honeymoon), and they gave me a super rate, with only qualifier being that we had to book within 30 days (normal). Well, when I called back within 30 days they said they did NOT give travel agent rates "for that time period" (July is off season in the Caribbean). We had to scramble and book the 'Romance Package", which is way over-priced for what you get!
Upon arrival at 11:30am (our flight was early), we were told "4 o'clock is check-in time". We'd read many reviews saying that they'd check people in early, so we were hopeful. NOT TO BE. We asked every hour and got same answer, apparently no one could even check to see if our room was ready. It was 4:02 when they called us, and we went up to room. My new wife was EXHAUSTED (it was super hot and humid this Monday). The people staying next door told us that our room had been vacant for days! Again, MONDAY is not a busy check-in day, staff just couldn't care less!
The room was gorgeous, however the 'romance" stuff was a bottle of wine, some fake flower pedals, and PLASTIC cups (not Champagne glasses) with the Divi logo. The "swan-folded towels" even had spots of what looked like blood on them.
Our week-long stay started great as the pool was fantastic, but this was day 1 only. On day two, and EVERY DAY AFTER, parts of the pool were DISGUSTING. Oil slicks with hair, used band-aids, cigarette butts, etc in numerous areas. Every day I'd bring this to staff's attention, and they'd say "we'll get to that soon". Occasionally someone would walk around with a skimmer net, but this didn't do anything on oil slicks of sunscreen and all. It was clear to me that the filter system was not running properly, OR NOT TURNED ON (I feel like they did this because it was "off season", but I can't say for certain).
The staff overall was not very nice. One bartender was really nice, a few were okay, but a few of the ladies were almost nasty, rolling her eyes if my wife asked for an extra napkin or something. My wife was very upset, and brought this to the attention of the one man who seemed to have seniority. The front desk staff were mostly nice, but didn't seem too eager to actually do anything (like call someone when we wanted to get a volleyball for the one pool with a net). Every thing was a frustrating endeavor for us.
The resort itself is gorgeous, and mostly clean. The woman at the activities desk was very nice, and helped us get restaurant reservations (we were saving our "romance package" dinner for the last night, mostly because of all things, weather concerns (we had a good bit of rain that week, and high winds). When we did get our "special on-beach dinner", it was NOTHING SPECIAL. We were seated with everyone (not what's shown on the website), and had LONG waits for service, despite the fact that there were maybe 10 tables with people and about 4-5 servers. The dinner was okay, but we felt ripped off. We wanted a romantic, secluded dinner, not just sitting with everyone else.
Also, daily breakfast for 2 was included in the package. Yet, nearly every day, they charged us. I had to keep getting a manager and showing them the package on the website, and they'd say they'd take it off the bill. Who wants to have to keep doing this every day when on their honeymoon? Overall, I'd say only about 25% of the staff were "very friendly", about 50% were "so so", and 25% were downright rude or dismissive.
Even on checkout, we had to get that day's breakfast taken off our final bill. I can't honestly say that this place isn't a great place to go, as the layout and facilities are superb, but we were very unhappy with our stay. It was even more galling when I was complaining about the pool on Thursday, that another couple was checking in and saying "it's great honey, they have our room ready". This was about 12:30pm, so apparently the 4:00 check-in was only for us!
Also, the complimentary water taxi sat dormant the whole week. They said it was 'being worked on today", every day. No one ever touched it. I'm betting they just didn't feel it was busy enough to put it in service.
It makes me wonder, if the staff doesn't care about a travel agent on his honeymoon when it's not busy, how good can the service be when it is busy?