The Royal at Atlantis

We arrived at The Royal at Atlantis expecting a world‑class resort experience, but my visit left me feeling more frustrated than relaxed. For the price they charge, I expected exceptional service instead, I encountered some of the rudest and most condescending customer service staff I’ve ever dealt with. Several of the women at the front desk, restaurants and guest services acted as if basic questions were an inconvenience, and their tone made the entire check‑in and stay feel unwelcoming. On top of that, the resort is super expensive, $10.99 for a bottle of water! yet the service and food quality are shockingly mediocre. Meals were bland, overpriced, and nowhere near the standard you’d expect from a luxury property. The overall vibe felt like the resort is relying on its name and location rather than actually delivering a high‑quality guest experience. For the amount of money spent, I expected warmth, professionalism, and attention My friends and I would not return and cannot recommend The Royal at Atlantis to anyone looking for a nice vacation.to detail instead, I left disappointed and honestly surprised at how poorly guests are treated. My friends and I would not return and cannot recommend The Royal at Atlantis to anyone looking for hospitality and relaxing vacation.

I would like my promotion credits, please. Was given $50 a day, but have not received them. Tried contacting casino and they will not respond.

This was easily one of the worst dining experiences my wife and I have ever had. We waited 1 hour and 20 minutes before my food arrived, and my wife’s food came out roughly 10 minutes after mine, which meant we could not even eat together. During the wait, our server came by once, asked only me if I wanted another drink, and ignored the fact that my wife’s drink was also empty. When he realized we still had no food, he looked surprised, which made it seem very likely that our order had either been forgotten or never entered properly. After that, he disappeared completely. No apology. No update. No check in. No effort to fix the situation. No one asked how the food was. No one came by so we could pay the bill. We were essentially left sitting there, ignored, after waiting an absurd amount of time for mediocre food. For a resort like Atlantis, this level of service is unacceptable. This was not just a slow kitchen or a minor mistake. It was a complete breakdown in basic hospitality. The entire experience felt careless, disorganized, and frankly insulting given the prices charged on property. Charmaine, the manager, said she would take care of it, and we check out tomorrow, so we will see whether that actually happens. But regardless of what is done after the fact, the damage was already done. This left a very bad taste, pun intended, and has absolutely affected how we view Atlantis overall. We have stayed and dined at other resorts, including Baha Mar, and have never had an experience anywhere close to this poor. Based on tonight, we would be far more likely to choose Baha Mar in the future. Amber Bar was not just disappointing. It was shockingly bad.

Excellent customer service. Brendalee and all the staff were friendly and helpful every time.

My wife is a lung cancer survivor, she is 76 years old and requires a wheel chair for everything but short walks. I’m 79 and have a SCS implanted in my back to reduce sciatica pain on my left side. My walking is limited, other than that I’m fine. We are both avid blackjack players. Our first trip to Atlantis was in 2000 and up until Donna fell sick we would visit Atlantis 2 or 3 times a year. We have never had a problem. I had the travel agent with my AMX black card call Atlantis and book a weekend stay in a suite in the Royal east wing and a room for my 2 teenage nephews close to the suite. He explained our situation, our limitations, and our restrictions. I also had the agent request a wheelchair for my wife, Donna. All this was done 5 weeks in advance. 2 weeks before the trip I had the agent confirm with Atlantis that everything was still good and was told they were expecting us, all was good. We arrived in the Bahamas on 8 May of this year. We booked a limo for a ride from the airport to Atlantis, the drive there was wonderful. Upon arriving at Atlantis we made out way to the private front desk called The Sun Lounge reserved for suites. The receptionist told us the suite and additional room in the Royal east was no longer available and a suite in the West wing with a room right next door for our nephews. We were assigned room 11598 and 11596 for our nephews. I came to find out that room 11596 is the farthest room from the casino and eating establishments in all of the the west wing. I thought to myself, okay we can make this work - let’s have a good time. When we entered the suite it was very cold. I went to adjust the thermostat but nothing worked. As Donna unpacked and put things away I called The Sun Lounge for help. The person I spoke with said the A/C couldn’t be fixed till tomorrow, the could move us to a different room but not a suite. I declined the offer because we were unpacked, Donna was in bed and it was getting late. We opened all the sliding doors to offset the always running A/C. When I went into the bathroom earlier that night I found on the floor and wall, 3 bloodied band aids. I assume the big stain on the rug had something to do with the bloody band aids but I don’t know for sure. It doesn’t stop there. The shower with no seat or handicap rails took a good 20 minutes to drain. Donna didn’t want to take a shower in 4 inches of dirty bathwater so put off the shower till the following day. When I went into the living area I noticed that the big mirror had a huge break in it, the crack went from one end to the other. Not something you should see/have in a luxury hotel. I went down to the ice machine to get ice and also to fill our water bottles. Both appliances were out of order with a sign directing us to a different floor if we needed ice or water. That was the last straw. I went back to take the hotel up on the other room but was told that it was no longer available and that the soonest they could move us would be the following day after 2 in the afternoon. The following day the A/C in our room was repaired nicely. All the restaurants we dined at were great. The room was cleaned very well and we enjoyed the table action at the blackjack tables. We only had one more night and decided to stay, not move to another room…..not knowing what we might end up with if we moved. The morning of departure I looked at my bill online and found some expensive mistakes. I wanted to correct it while there, forfeited breakfast to make the corrections. They said everything was corrected and gave me a receipt. We took the transportation back to the airport without a glitch. I have pictures and videos I’ll try to post on here showing you everything I have said. I’ll be sending something similar to this "novel" to management after I get my final bill. The reason for this story is this. Please, please, please. If you’re going to Atlantis please check the room to make sure everything is good. And don’t unpack anything till you do. If you’re unhappy with something try to correct it. Don’t ruin, what should be, a wonderful time. If I knew before I went, how this was going to play out I might possibly have gone to the other casino on the island.

I stayed at Atlantis last year with my husband and had a better experience then which is why I chose to stay here again to celebrate my mom with my mother and sisters. I likely won’t return and would likely not recommend to others. The staff in the Sun Lounge need training - all guests should be treated equally. The individual at the front desk was fantastic, personable, friendly and warm! She advised that we could have checked in at the Sun Lounge based on our booking and advised we could pop in for our welcome cookies and any other information. My family and I walked over to the Sun Lounge and were faced with sour faces and hostility. It did not appear that the workers were interested in helping us (this was Friday (May 8th) afternoon and it was only after they saw my booking did they change their attitude. There was a stark difference in how they spoke to us (black women) versus the white customers that were there. As an attorney and a guest, I have a heightened sensitivity on how people are treated and expect equitable treatment across all races, gender and class. It was disappointing to be treated with such unfriendliness - especially at the beginning of the trip since that sets the tone for the entire trip. Also, I did not appreciate the security randomly asking us for a key or wrist band yet my white counterparts were not asked to show their room key or wristband. More on that point, we did not obtain instructions from the Sun Lounge staff that we would be required to present our room key or a wrist band at random throughout our stay. Additionally, the security was unfriendly, rude and hostile. Clear and consistent communication are lacking. As well as treatment of guests. I am fine with following rules but rules should be applied consistently across the board irrespective of race. Very disappointed with some of the staff. It is especially disappointing considering we are of Caribbean descent ourselves and would hope to be welcomed amongst our own people. I have traveled all over the world and have never been treated so poorly until encountering the security and cafe staff at Atlantis. I will note the cleaning staff were all polite, friendly and kind. I had no issues with them . And of course when we dined at Fish and at Paranza, we were greeted and treated well! They understood what it means to provide stellar customer service.

Property itself is spectacular and has potential, but subpar experience as a casino invited guest. Royal tower is dated and rooms are in poor condition. Front desk staff generally unhelpful including resolving. Unaffiliated jetski personnel aggressive and should not be able to directly interact with hotel guests by standing right at the front of the beach.

The location is awesome

Food is expensive

Loved casino and ocean and pool grounds where lovely to walk around small straw place market was very nice and they where so nice

Everything you could ask for in a resort experience. Sun,beaches,waterpark,aquarium, and fantastic views wherever you look