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Grace Bay Club Traveler Review :: "Customer service is a foreign concept"

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Summary of All Property Reviews Ratings based on answers from a total of 2 reviews (All Reviews) 10 is best 1 is worst
Feature	Ranking	Feature	Ranking
Cleanliness of Property	9.50	Quality of Property	9.50
Privacy & Quietness	0.00	Quality of Service	5.50
Courtesy & Hospitality of Staff	9.00	Accuracy of Website (marketing hype) VS. Actual Experience	7.00
Food and Dining Experience	5.50	Price/Value of Property	7.50
Safety Factor (Did you feel safe at property)	8.00	Quality of Beach (ranked closest beach if property is located off the beach)	8.00
Total Property Score: 6.95 | Average Star Rating: 3.50 out of 5

• 50% (1 visitors of 2) said they would go back to Grace Bay Club again.
• 50% (1 visitors of 2) said they would recommend Grace Bay Club to friends.

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PROS: phenomenal location and vista, superb massages, helpful staff at breakfast and on the beach, very nice oversized rooms.

CONS: The hotel's signature "personal concierge" service is unfortunately a joke at best. While we were told to expect a team of two concierges to service our needs 24/7, we had to make repeated requests for the simplest of bookings.

EXAMPLES

1) I asked about a sunset sail five times, twice prior to arrival and thrice while on property; even when we gave the staff an internet printout of an available option, they responded 24 hours later that nothing was available during our five night stay!

2) Upon arrival, we were asked by one of our concierges (Boda) to wait outside by the elevator while he took another couple to their room. Each of the managers I spoke with indicated this was not acceptable.

3) Arranged by the hotel in advance of our arrival, we booked a day of scuba diving -- when we arrived at the shop, the owner was irate that we did not have a voucher; we had informed the front desk of the issue more than an hour earlier and were told they would take care of the issue in advance of our arrival at the dive shop.

4) Booked by our "concierge" once we arrived, a 4 hour speedboat experience brought us back to the hotel after two hours. After arguing with us that we had only booked 3hrs vs. 4hrs (yes, they had booked it for us earlier that same day!), our concierge came back with an offer of an (unimpressive) 10% discount...which was not applied to our bill!

5) By the fifth day of our stay, several senior management members had been alerted by us to the issue by me personally. Despite a one-on-one conversation with the general manager Andy, nothing has been done to correct the staff issues or provide us with a new team. Additionally, despite telling me that he would be "fair", absolutely nothing has been adjusted on the bill (in fact, we have two full charges without discounts to which we are entitled).

SUMMARY. If you are up for a self-service holiday at first-class prices, the GBC cannot be beat. If you expect any amount of customer service, you will likely do better elsewhere.

Note: the author has spent more than 1500 nights in hotels in four dozen countries over the past decade.

Property Review
10 is best 1 is worst

Would you stay at this property again?: ... No
Would you recommend this property to your friends?: ... Yes
In your opinion, how would you classify the "style" of this property: ... Family Oriented
Possible Anwswers: Family Oriented, Couples Oriented, Mixed/Diverse in a Good Way, Mixed/Diverse in a Bad Way

• Cleanliness of Property: ... 9
• Quality of Property: ... 9
• Privacy and Quietness: ... 0
• Quality of Service: ... 1
• Courtesy and Hospitality of Staff: ... 8
• Accuracy of Website VS. Actual Experience: ... 4
  
• Food and Dining Experience: ... 4
• Price/Value of Property: ... 6
  
• Safety Factor (Did you feel safe at property): ... 6
• Quality of Beach (ranked closest beach if property is located off the beach): ... 10

Destination/Island Review
10 is best 1 is worst

Would you visit this destination/island again?: ... Yes
Would you recommend this destination/island to your friends?: ... Yes

• Cleanliness of Destination/Island: ... 8
• Options of Activities in the Area: ... 8
• Ease of Transportation (air, taxi, bus, shuttle): ... 9
• Quality of Beaches in the Area: ... 10
• Courtesy & Hospitality of Locals: ... 8
• Safety Factor (Did you feel safe in the Area): ... 7
  
• Local Restaurant Experience/Options: ... 7
• Price/Value of Destination (Does your dollar stretch?): ... 6
  

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