from Charlotte, North Carolina
Submitted on 16-09-2016
Iâ??m rating RWI only a 3 stars due to poor customer service, otherwise Iâ??d easily give them a 5 stars. Please understand we had a wonderful time and RWI is beautiful, very clean and very well maintained, however a majority of their employees could care less about the guests. Again, itâ??s not ALL the employees, but a majority of them, and especially the front Lobby staff. I believe this poor attitude exists here at RWI, as this development is not a resort, but yet a condominium type of commu...
Iâ??m rating RWI only a 3 stars due to poor customer service, otherwise Iâ??d easily give them a 5 stars. Please understand we had a wonderful time and RWI is beautiful, very clean and very well maintained, however a majority of their employees could care less about the guests. Again, itâ??s not ALL the employees, but a majority of them, and especially the front Lobby staff. I believe this poor attitude exists here at RWI, as this development is not a resort, but yet a condominium type of community. Each unit is owned by individual owners, so therefore there is no accountability with the staff having to answer to corporate. Iâ??d imagine the staff would have to answer to the owners, but apparently they must not care. We spoke with many others RWI guest, and each one loved RWI, but agreed a majority of the staff was rude. Prior to our trip I read reviews indicating poor customer service and I also chalked it up to high expectations/picky people. Wrong. You will see with my other accommodation reviews â?? I tend to give high ratings.
Iâ??ll start with the good points first:
The grounds and landscaping are gorgeous and very well maintained. The behind the scene staff are very friendly. Thereâ??s a small reception building at the front and you are welcomed with a beverage. The resort has 7 buildings (90 units) so itâ??s not too big, nor too small. There are two pools and they both have a lagoon type feeling as they meander through the back area. The pool closest to the ocean is also next to the restaurant/bar. The other pool towards the back of the property is the â??quietâ?? pool, and this area also has a hot tub. The walk to the beach from the back units is about 5-10 minutes at most.
Beach towels are provided near the beach, and not in your room, and there are limited hours. So, if you arrive later at night and want to swim, you are without a towel until the next morning. Free bike rental is available at the Lobby, and free kayaks, SUPâ??s, and Hobie Cats are available near the beach. We never had a problem finding beach chairs due to occupancy being low as it was low season and no crowds! There was one guy who worked the Towel/Equipment Shack which was friendly and would go out of his way to help the guest. Iâ??d see him go out on the beach often to straighten chairs, reposition umbrellas, etc. Most other staff would talk on phone and never leave the shack.
Wi Fi was never an issues from in our room, on the grounds or on the beach. However, we also had the password for the front of the units which is different than the back unit â?? maybe this made a difference?
I was VERY pleased with our Studio Botanical room. It was very clean, well maintained and larger than expected. The kitchenette was perfect for basic meals and came in handy considering food is VERY expensive on this island. The kitchen had a microwave, small refrigerator/freezer, coffee pot and coffee, very basic dishes and utensils. No free bottle water is provided in the rooms. There is also a stackable washer/dryer, however we never used it. The bed was extremely comfy and the outdoor patio was large with a table and 4 chairs. Our room was on the 3rd level in Building 6 which overlooked the â??quietâ?? pool. We spent time each morning and night on our patio enjoying the view â?? as it was beautiful and peaceful. We could hear Club Medâ??s music (neighboring property) from our room. It really wasnâ??t a problem as it didnâ??t bother us, and at night we closed the patio door. We were surprised how loud their music is, and it goes on until early morning hours (sometime 3am). We had no complaints about housekeeping, however we did tip them each day.
Now with the bad:
The check in process was odd and the staff was very rude. We uncounted this rude attitude within the first minute of arrival. Donâ??t bother asking for a free upgrade even if there are rooms available. The check in process was very rushed, and they checked two parties in at the same time. Then they had what I will call an â??announcementâ?? in which they shouted in the lobby any general information about RWI to all those they just checked in. It was more like a group check in, and they were quite annoyed when questions were asked. Their response, â??did you not listen to the announcements?â?? It is very common for people to be waiting and waiting in the lobby for service until someone acknowledged your presence, and they acted like they were doing you a favor.
Trying to check in for your flight in the Lobby computer was as joke. Not only was the internet slow, it wouldnâ??t work. We ending up checking in on our phones instead. Trying to print out our boarding passes in the Lobby computer the next day did not happen. We waited for a half hour for the computer as a guy was having problems checking into his flight due to the internet. We got to our gmail no problem, but the printer wasnâ??t working and the staff could care less. Finally, I asked if they could use their computers to print out our passes. At first they said no, but then when I started to bark at them, they reluctantly printed them out.
The service at the restaurant bar was horrible most of the time. Most of the workers were too concerned with their local friends and could care less about the guest. Also, it appears they are giving their local buddies free drinks and food and trying to sneak this onto the guestâ??s bill. We saw our bill for 2 drinks, gave them our credit card, and when we went to sign the receipt the price was about $6 dollars higher than the 1st receipt. As soon as we questioned it, he said he accidently charged us for his buddies drink. PAY ATTENTION TO YOUR RECEIPTS. We never ate at the restaurant as we were afraid we would be disappointed with the service. And, we found many other restaurants with friendly staff. Although we had nachos at the bar one night, and they were VERY cheesy and outstanding,
We rented bikes out one day and it was 5:30. We were rudely told that we had to get the bikes back at 6:00 or we would be charged $50 per bike. We werenâ??t sure how long it would take to ride to the grocery store and asked if it was OK if we were 5-10 minutes late. Nope, there was no grace period. And, the Lobby wasnâ??t closing, so this rule made no sense. We signed out the bikes anyway, and had them back in time by 5:59 pm . The next day, we saw a buddie of the staff check out a bike at 6:30 â?? so apparently they make exceptions to their friends.
A majority of the staff at the towel/equipment staff were more interested talking on the phone or talking with their buddies than to help the guest. There were countless times I smiled or say Hi as I walked by, and they would ignore you.
Rent bikes and go to grocery store to stack up on bottled water, food and drinks. Take advantage of the daily happy hour (5-7pm) at the restaurant bar in which drinks are half off. Grocery store food is VERY expensive here. We were very surprised by this as food was cheaper in Anguilla and Bora Bora. On other islands we found â??localâ?? stores which had less expensive local options than just US food. Of course, anything shipped in from the US is higher. The closest grocery store from the resort is an IGA store and it VERY nice and has basically all US products and no other choices. IGA is a 15-20 minute walk or a 5-10 minutes bike ride. Bring snacks and food with you, if you want to save money. Half our meals we ate out, and we supplemented the rest with food from the store. Bring your own snorkeling mask and tube and snorkel at Bight Reef. Itâ??s about a good hour walk on the beach, but is worth it. Youâ??ll see large colorful fish and sea turtles. Also â?? taxis are VERY expensive. Rent a car from Grace Bay Car Rental for 24 hours when you arrive and 24 hours prior to leaving. This will also allow you to explore the island.
Would we stay here again? Depends. I chose RWI as it was affordable and it had decent rating on Trip Advisor. Next time, I might pay a little more for a higher rated resort with employees who care. We found many of the employees at other restaurants, shops, etc to be wonderful â?? however most of the employees at RWI lack any professionalism.