The two stars are solely because the building spaces are attractive, the pool was pretty relaxing, and service at breakfast was friendly. Beyond that, I’m pretty surprised and don’t really trust the positive reviews because my experience was very far from that. I stayed at five different hotels during my trip, and this one was the least impressive in terms of room quality and service of the front desk.
I was staying at the hotel as part of a group tour, but one that always books at impressive hotels; I’d also read press about Saint Vincent, and so was excited for a beautiful and restful stay. I was booked in a crescent king and was very surprised at the small size of it, both of the room and bathroom, especially given the room rates. There was no furniture inside other than a bed, and was right on a veranda that had seating for other rooms outside my window but that I couldn’t access. I asked the front desk if there were any larger rooms available I could pay separately to upgrade to- I was first told they would have to connect with the trip director, but when I came back an hour later to check back in, they had no idea what I was talking about. I was then told they only had a smaller room available even though the website had said differently. At that point I was just going to make it work, but unfortunately my room was on the second floor right off the stairs and directly above the main entrance with incredibly thin window panes and floors, so the noise from the street, people entering and exiting the hotel and bar, the front door banging every couple of minutes, and people stomping above me was very loud throughout the whole night and morning, and was a really rough night of sleep. I went back in the morning to ask again about even just moving room locations. I was told they would look into it and get back to me; I later got a call saying there was only one room of my category but on the main floor which was also known to be loud. I said again about paying for a separate upgrade, and he said they had a courtyard king I could look at when I returned. I said great, but when I got back 45 minutes later, they said the room was already given away to someone else as an upgrade. At this point, I felt very frustrated by the runaround. They were also doing repair work on the front door, so clearly knew that the banging shut was an issue. I was finally told they had a veranda king with a late checkout that I couldn’t get in until after 2. I said that was fine and would pack up my things if they could move my bags over while I was out, which they said they would. I packed up my entire room, and checked back in with the front desk before leaving. Four hours later, I got a text saying as "an update" there was just one room available, again the one on the first floor. I asked why the room I had been promised was not available and my things weren't moved over and never got a response. After having to follow up, I was told that I would hear from a supervisor. I finally got a text apparently from a supervisor saying again the only room available was the one on the first floor that had gotten noise complaints but they could give me ear plugs. When I again asked why the room was for some reason now not available, I was told that that should not have been told to me as an option, and there was nothing they could do. The next morning I received a text that I must have misunderstood what I was told the day prior, but they would bring some “treats” to my room. That never happened. After the trip director did connect with them, I was finally shown midday of my last day a room that was not really bigger but on the first floor off the courtyard/pool area. After everything, they were still saying at first that they would be charging an upgrade fee for the one night, and by then, to keep having to argue for better service and scramble to pack up my things again in hopes they moved them this time, and that the room would actually be quieter, just didn’t even feel worth it.
I was honestly pretty shocked at the poor service and consistently being given misinformation. It was clear that other guests were being prioritized and rooms I was seeing available on the website or being told about by the front desk were then given away to other guests instead. For the very high price point of this hotel, there really shouldn’t be rooms that are significantly smaller or louder than others in the same category, and the service should be consistently high quality for everyone. If they really were actually at the capacity level they kept trying to say, they should have just said at the beginning they were genuinely sorry for the noise, offered some kind of discount for that night, and promised to prioritize me for an upgrade if one came available rather than the unhelpful, unorganized and inaccurate service I received while having to follow up myself multiple times with multiple different people. Maybe at a quieter time with a much higher room category booked this could be a perfectly lovely experience that felt worth the cost, but unfortunately I left incredibly disappointed and couldn’t recommend it to anyone for an actual stay.
