9 Replies Latest reply: Sep 5, 2015 10:19 AM by fschumpert RSS

Atlantis Cove, Paradise Island, Bahamas

seanjaz Platinum 4 Reviews
Currently Being Moderated

; I would like a share a strange and disappointing experience I just had.

 

I had saved up 370k points with the hopes of using a travel package at the Atlantis Cove for 7 nights for a category 9 hotel, and 110k miles on United.  I just attempted unsuccessfully to do that.

 

I called Marriott Rewards, they suggested I make the room reservation first.  They transferred me to another department, and after being on hold for 10 minutes, I talked to a nice reservations agent.  I explained that I am trying to use a travel package.  She asked me if I wanted a king ocean view or 2 queen bed ocean view.   I chose King.

 

she then explained to me that there will be an additional resort fee of $53 per day.  That seemed really excessive to me, but I accepted it.

 

She made the reservation, and I asked her to transfer to back to the rewards desk so that I could redeem the certificate.

 

After being on hold for another 10 minutes, I talked to a nice gentleman who informed me that I cannot do what I wanted because my particular reservation required an extra 10k per night due to the upgrade that I asked for.

 

I explained that I did not ask for any upgrades, and asked him to put me in a standard room.  He attempted to help me by putting me on hold, and calling the property himself.

 

After a 5 minute hold, he came back to tell me that this property does not offer standard reward rooms, and that all their rooms require extra points.

 

Needless to say, I canceled the reservation.

 

I think Marriott Rewards is making a huge mistake by allowing Atlantis to gouge its members by overcharging like this.  This damages the Marriott Rewards Brand that I have been loyal to for decades,

(For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

Location Brand Hotel
Paradise Island, Bahamas Autograph Collection The Cove Atlantis, Autograph Collection
Paradise Island, Bahamas
  • Re: Atlantis Cove, Paradise Island, Bahamas
    deannad Community Manager Marriott Associate Member
    Currently Being Moderated

    Hi seanjaz,

    Thank you for sharing your experience, I'd like to have our team look into this to provide clarity on the representatives you spoke to stating there is an extra 10,000 points per night charge for Rewards members, as that does not seem to be listed anywhere. I have referenced these threads from Insiders, which may be helpful for you to look at as well. I see you have already commented on one:

    Marriott Rewards + Atlantis, Paradise Island FAQs

    Re: Atlantis booking warning

    Could you please send me a private message with your rewards number so I can forward to the team to investigate?

    Also, @skiadcock posted the following in the second thread listed:

    - Points or Miles will NOT be earned and Points CANNOT be redeemed for reservations booked through Atlantis Paradise Vacations, Atlantis.com, or AtlantisBahamas.com.

    - Points may be redeemed for stays only by calling 1-855-696-4732. At this time, redemption stays cannot be booked online.

    I know you had called to make this reservation, but thought it might be helpful to try calling this number for booking if that isn't the one you called before to see if you get a different experience.

    Look forward to receiving your message. Thanks so much!

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

    • Re: Atlantis Cove, Paradise Island, Bahamas
      iahflyr Platinum 26 Reviews
      Currently Being Moderated

      deannad,

       

      As you know from the other threads referencing the Atlantis, things are not going well in the world of Marriott down there as it pertains to this property.  It is very very sad that this stuff is continuing even after numerous complaints and such that we read about here on Insiders.

       

      I for one will NOT even think of booking a stay at this property as there are so many other wonderful spots where you are treated well from the minute you book your travel on Marriott.com right up and past check-out from your vacation. 

      (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

    • Re: Atlantis Cove, Paradise Island, Bahamas
      seanjaz Platinum 4 Reviews
      Currently Being Moderated

      deannad wrote:

       

      Hi seanjaz,

      Thank you for sharing your experience, I'd like to have our team look into this to provide clarity on the representatives you spoke to stating there is an extra 10,000 points per night charge for Rewards members, as that does not seem to be listed anywhere. I have referenced these threads from Insiders, which may be helpful for you to look at as well. I see you have already commented on one:

      Marriott Rewards + Atlantis, Paradise Island FAQs

      Re: Atlantis booking warning

      Could you please send me a private message with your rewards number so I can forward to the team to investigate?

      Also, @skiadcock posted the following in the second thread listed:

      - Points or Miles will NOT be earned and Points CANNOT be redeemed for reservations booked through Atlantis Paradise Vacations, Atlantis.com, or AtlantisBahamas.com.

      - Points may be redeemed for stays only by calling 1-855-696-4732. At this time, redemption stays cannot be booked online.

      I know you had called to make this reservation, but thought it might be helpful to try calling this number for booking if that isn't the one you called before to see if you get a different experience.

      Look forward to receiving your message. Thanks so much!

      Hello Deannad

       

      I appreciate what you are trying to do, and look forward to the results of your investigation.

       

      for some reason, I am unable to send you a direct message.  I press send, and nothing happens.  Is there another way I can get you the information you asked for?

      (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

      • Re: Atlantis Cove, Paradise Island, Bahamas
        deannad Community Manager Marriott Associate Member
        Currently Being Moderated

        I just sent you a message, let's see if I had to open up the conversation first and you're able to respond to that!

        (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • Re: Atlantis Cove, Paradise Island, Bahamas
    702rugbyref Platinum
    Currently Being Moderated

    Atlantis is a rip-off with their hidden fees/agendas, etc. It is very unfortunate and in addition, Marriott should be ashamed of their tactics and intimidation at Atlantis. I was there over 3 years ago (very expensive) and the rooms were only half of my bill.

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • Re: Atlantis Cove, Paradise Island, Bahamas
    seanjaz Platinum 4 Reviews
    Currently Being Moderated

    Just to update everyone

     

    Deannad was nice enough to get me an 800 number for Atlantis support.

     

    I called them.

     

    Their answer was that Atlantis Cove has upgraded their rooms, so they charge 10k more points per night than other category 9 hotels.

     

    In my view, this makes a mockery of Marriott Rewards.   Once they post what the points are for each category, then properties should abide by those rules.

     

    I, for one, am done with Atlantis.  I will never stay there.

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

    • Re: Atlantis Cove, Paradise Island, Bahamas
      702rugbyref Platinum
      Currently Being Moderated

      I have heard this practice so often from the Atlantis group and yet Marriott still endorses them...shame!

      (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

    • Re: Atlantis Cove, Paradise Island, Bahamas
      iahflyr Platinum 26 Reviews
      Currently Being Moderated

      Even more certain now that I will stand by my earlier statement and will NOT ever book a room at this place. 

      (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • Re: Atlantis Cove, Paradise Island, Bahamas
    fschumpert Platinum 22 Reviews
    Currently Being Moderated

    seanjaz - Sorry to hear about your experience in Bahamas. I've never stayed at the Marriott here, but have previously stayed at the wonderful, smaller Ocean Club, on Paradise Island (not a Marriott resort), though:

     

    Bahamas Luxury Resort | One&Only Ocean Club Nassau Resort

     

    I would highly recommend this for anyone who would like to experience the island in a more quiet setting away from the casinos and tourists attractions!

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

    Location Brand Hotel
    Paradise Island, Bahamas

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