The Cove at Atlantis

Customer Ratings & Reviews

TripAdvisor Traveler Rating

5815 reviews

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  A Checkout Nightmare: Billing Chaos, Rude Service, and My Worst 5 star Hotel Stay Ever

  This was the worst hotel experience of my life, particularly because of the checkout process. Although there were a few positive aspects, the billing problems, repeated maintenance issues, and rude treatment of my family completely overshadowed them. My room key was deactivated THREE HOURS BEFORE my scheduled checkout time over an outstanding balance of $150 after a card transaction was declined. The hotel had been processing transactions against my card every day throughout the stay. Instead of handling this professionally, they blocked access to our room, leaving my family outside, soaking wet, while I had to go to reception to resolve the payment issue. When I arrived at reception, instead of collecting the $150 difference and reconciling the previous transactions, they processed the entire bill again. When I then asked to change the payment card, they processed the full amount yet again on the other card, without properly accounting for the earlier transactions. From my perspective, I was first double-charged and then triple-charged. Whether these transactions were final charges or authorization holds, the result was multiple amounts tied up across my cards and a completely unacceptable billing experience. The treatment I received during checkout was extremely poor. Unfortunately, the problems did not end there. Our luggage was still in the room. After I had already checked out, the bellman told me he could not access it and that I needed to sort out access to the room myself. I explained that I had already checked out and would not go back to resolve another internal coordination problem. It took more than THREE HOURS for our luggage to be brought down. During our stay, the toilet clogged three separate times. One of those incidents caused flooding in the bathroom. After maintenance cleared the blockage, the housekeeper who came to clean repeatedly complained to other staff, within our hearing, that cleaning it was not her responsibility. Having a flooded bathroom is unpleasant enough; listening to staff argue about whose job it is to clean it makes the experience even worse. Our experiences with the beach chair attendants on Paradise Island were consistently terrible. They often seemed more interested in gathering among themselves than assisting guests. When approached, they were frequently rude, and getting a decent chair seemed to depend on giving a substantial tip upfront. Front-row chairs were held with objects despite nobody occupying them, apparently to prioritize guests who tipped. Guests should not have to pay an unofficial extra fee to receive basic courtesy and reasonable assistance. The hotel’s internet was also extremely poor: slow and frustrating to use. When I asked the concierge whether my Marriott Bonvoy Ambassador Elite status entitled me to faster internet, she responded very rudely, telling me I had to pay and dismissing my status. Even if an additional charge applied, there was absolutely no reason to speak to me that way. The lounge was one of the better aspects of the stay, and I appreciated the room upgrade. However, even the lounge had a serious issue: milk past its expiration date was being served on almost every day of our stay. That is unacceptable and requires immediate attention. Fish was acceptable, but the experience was nowhere near the Michelin-level standard being promoted. Claudio, meanwhile, was the worst restaurant experience of my life. Based on my experience, I would strongly advise other guests to avoid it. Some employees were kind and helpful, and I want to acknowledge that. However, good service should be consistent. Here, it felt like a matter of luck whether we encountered someone willing to treat us properly. Service at reception was generally average, with particularly poor treatment during checkout, while the beach attendants and concierge stood out for their rudeness. A room upgrade and a pleasant lounge cannot compensate for locking a family out of their room before checkout, mishandling payments, taking more than three hours to retrieve luggage, repeated bathroom problems, and disrespectful service. I expect management to review these incidents seriously and provide a clear reconciliation of every card transaction, identifying final charges, authorization holds, refunds, and releases. Any duplicate charges should be refunded promptly, and unnecessary holds should be released. I left this hotel deeply disappointed. The way my family and I were treated, especially at checkout, was unacceptable.

  Nov 08, 2026
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  I don't recommend staying at the resort

  Get a day pass and use the waterpark but don't stay at the resort. I booked the luxury room. The service was terrible, we had a broken glass in the bathroom and it took them 5 hours before they showed up and had to call multiple times. The windows leaked so half the room was wet. AC did not cool below 73F and with the wet and humid room it was very uncomfortable. The resort itself does not have many dinning options. If they do, a family of 4 will spend average $200-$400 with no drinks for an average meal. A water bottle is $12 in all the stores and shops. The service is not great because there is 15% tip already included in everything you order so no one needs to work for it. I was very disappointed with the resort but the kids liked the waterpark. So buy a day pass, go there for a day and stay out of the resort and spend your money to do activities outside.

  Nov 06, 2026
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  Faulty info

  Was told we had a $100 breakfast credit at check in and was false. Buyer beware don’t believe what they tell you. Customer service no help

  Nov 06, 2026
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  Cove not as nice as previous years

  mold & awful water pressure in our shower. Alot of closed restaurants . Cove pool closed due to renovations , substitute pool not as nice . Over $40 per person for miniature golf is price gouging .

  Nov 04, 2026
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  Get lost and love it

  Fantastic spot to get lost for a week with a wide variety of options to entertain you. Spent 6 days on the property and only got to fully experience half of what the resort has to offer!

  Nov 04, 2026