Atlantis Resort

The room safe got drilled opened, but nothing was taken from the safe. When I notified security, they called the locksmith, who told me that this safe was like that when I checked into the room. That's impossible since the safe was programmed and locked by me. What alerted me to the situation is when I tried to lock the save upon noticing that it was open.

I had thought my wife opened it. I did see filings inside the safe when I kept trying to lock the safe to no avail. I left the room with the safe opened to meet my wife for breakfast because I knew she had been waiting for me. When I mentioned that I could not lock the safe, she asked me why I had to open it in the first place. This is when I realized something was wrong and quickly went back to my room. Upon further inspection I saw the drill hole. I did take pictures of the hole and the filings. I filed a report and wanted answers. I was assured by security that they would investigate and will have answers by the time my vacation was over.

On my last day, I went to security and asked what is taking so long to check the video. The person in security was surprised I knew there were cameras in the hall. Gee, I wonder if he thinks people don't know what that round glass object on the hall ceiling is for. I gave them the time frame of about 3 hours when the break-in occurred. However, I just got assurances that someone would be in contact.

At times, they made me feel like I brought a drill with me and staged the whole thing and even trying to put words in my mouth. Since nothing was taken, I expected identity theft. My wife spent time canceling her credit cards, and I wasted a day travelling to Nassau to report to the American Embassy that our passports may be compromised. I have checked the internet to see if anyone had a similar experience. Since I have never been notified by Atlantis management about the investigation, I have formulated a possible reason why my safe was broken into, although strangely, nothing was missing.

It was the first night of our vacation and we went to dinner. After dinner, we were all tired from a day of travel and decided to go back to our room and go to bed. Is it possible we suprised the culprits coming back earlier than they expected, and they had to leave suddenly when a lookout alerted them. Why didn't the cracker grab my wife's purse and run? I think, since it is no doubt an inside job, he didn't have time to go through and decide what he could take without us knowing. I believe a new door would have been installed and we would't have known anything was missing from our safe.

The fastest service I received all vacation was the replacement of the safe door by the locksmith. It took about 15 minutes to retrieve a door, take off the old door and replace it. Since I didn't get answers that were promised to me by resort security, I have to assume the worst. The sad thing is my 12-year old daughter enjoyed Atlantis better than Disney World. I will not plan another vacation to Atlantis because of this experience.

Pictures don't lie, and I would bet the drill hole which also slightly penetrated the safe frame is still there in the room where my family stayed. I am not only bothered by the mystery of this experience but being lied to by security staff. I've waited long enough for them to contact me with the results of their investigation .

I am writing this letter to express my extreme disappointment in your hotel. My experience has been anything but paradise. This was supposed to be an enjoyable Christmas vacation but it was a nightmare from the start. I feel that it needs to be brought to your attention so that others do not have to experience the utter disgust and disappointment that I have. First, let me say that this vacation was booked on October 7, 2011. The booking dates were from December 21st to December 27th, 2011. I have visited Atlantis before and stayed at the comfort suites.

The deciding factor this vacation to stay at Atlantis hotel directly was that you got a dolphin encounter included with your purchase. My family and I figured that would be a great experience to have on Christmas. At the time of the booking I had tried to have my daughter help me book the meal plan but it was very confusing. Nowhere on the website did it say anything about black out dates. I wanted to include the meal plan for all 4 of my family members. Every time we tried to book it, it was booking a whole new vacation. We were told that we could purchase the meal plan upon arrival.

When we arrived at Atlantis to check in we spoke with a man at the front desk by the name of Troy **. Everything seemed to be smooth sailing until we asked him about the meal plan. He told us that the meal plan was blacked out for the holiday and that we could not purchase it. We told him about the difficulty of purchasing the meal plan online and he told us that it did not matter. He said and I quote, "Anyone that did purchase the meal plan for the black out dates will be refused when they go to eat at the restaurant." I asked to speak to a manager. Troy ** disappeared into the back room for a while and did not come out. When he finally came out he was accompanied by a manager by the name of Aaron **.

He basically told us the same thing, that there was no way we were able to get on the meal plan due to the blackout dates and that it would not be honored by anyone who had previously purchased the meal plan prior to arrival. Since there was supposedly nothing that could be done, the next order of business was to ask about the included dolphin encounter, which was the whole reason we chose to stay at this hotel in the first place. We were told by the same individuals that we could not receive our included dolphin encounter, which is called the "Atlantis Experience pass" on my receipt, because that was also "blacked out".

I have to reiterate that nowhere on the website or the commercial that is constantly played on TV did it say that there were blackout dates. Aaron's rude response to the whole thing was, "Well you didn't pay for this encounter, we were giving it to you for free." I explained to him that the whole incentive to stay at this hotel was that we got the dolphin encounter included. Aaron ** then went on to tell me in a very nasty tone that I had booked the vacation on October 31st, and that was past the time that the dolphin encounter offer was available. This is not true. What had actually happened is that I booked 4 nights on October 7th, and then since I figured we would have such a great time, I added on two more nights at Atlantis. I even have a receipt from atlantis.com (not booked through any other hotel website like Aaron ** tried to tell us) that clearly states the vacation was booked on October 7th, 2011.

A copy of this receipt is attached. You can see that an amount of $1,048.00 was taken out on October 7th. The remaining balance of $415.66 was taken out on October 31st, 2011. It was not my choice when the money was deducted from my account. If it was up to me, I would have been happy to pay the full amount the date that I booked it. Atlantis.com itself set up this payment plan which you can clearly see on my receipt, and chose when they were going to deduct the money. After a whole bunch of going back and fourth, we were told that the incident would be "investigated" and they would call us on the phone within one hour and let us know their decision.

We figured that this would all be resolved and that they would realize that there was a mistake on their part, so we proceeded up to the room. When we arrived at the room to try to take a shower after hours of traveling, we discovered there was no running water. I then went back downstairs to a very long line of disgruntled customers. I met a man that was happy to tell me that there had been no water in that tower for two days. The problem I have with this is that they knowingly checked me into a room with no water after all of our disappointment. When I went back to the front desk I asked Aaron **, "Is there water in my room?" His response was, "Is there water in your room?" while laughing, and rolling his eyes as if to make me sound like an idiot. I literally asked him 5 questions that he repeatedly danced around to get a response of no, that there was no running water in my room.

The man standing behind me was so appalled at this customer service he yelled out that's the correct answer. It turns out he also had no water for two days. I was told that they were assigning rooms for people to go take a shower in, and then I was to be sent back to a room with no running water. For a hotel at this kind of price, this is just not acceptable. This is not a cheap hotel to stay at; my family has saved up all year to go on vacation. There is absolutely no reason for this to be an issue.

I feel that because we complained about the water, we were changed from a beautiful water view room (with no running water) to a room overlooking the parking lot and the top of a cement building. I have to also say the whole time that we were asking about the dolphin encounter, the meal plan, and the running water, your front desk employees were happy to smile, roll their eyes and laugh in our face while telling us, no there's no running water, and no, you may not have your dolphin encounter or meal plan. I am being 100% serious when I tell you they were smiling at us and basically laughing in our face. The way they spoke to us was rude and appalling. Just the way I was told "well you didn't pay for that" was disgusting. You would think that you want people to have a good time at your hotel so that they can recommend it to friends and maybe come back again, but not in this case.

I never heard anything about the dolphin encounter investigation like we were told we would. That by this time seemed to be the least of our worries, we were just happy to take a shower in a room with running water after hours of traveling. The next day we went back to the front desk to ask about the dolphin encounter labeled on my receipt as the "Atlantis experience pass". We basically were told the same ordeal about the black out dates. When I asked why they weren't posted when I booked the vacation and why it said "Atlantis experience pass" on my receipt, the question just kept getting danced around with an attitude. I was repeatedly told in a rude demeanor that I booked the vacation on October 31st, which is not true.

We feel as if our hands were tied and that nothing could be done. I felt as if they baited us with the dolphin encounter to get us to the hotel and then switched the offer on us. Never in my life have I felt so taken advantage of. At one point I even asked if we could cancel our reservation and go to Comfort Suites or the Best Western. I was told no that it would have to be investigated and we may not be reimbursed. After the result of the dolphin encounter investigation I figured it was best not to take our chances because there was a good chance we would not get our money back.

As if all of this was not enough, while staying in the room that overlooked the parking lot for 2 nights we came to discover that the TV remote was broken, the lamp in the middle of the two beds was broken, the refrigerator door didn't close, the blow dryer did not blow hot air, and the toilet did not flush properly. They did fix the remote, lamp, and refrigerator but when they sent a "plumber" up to fix the toilet that wouldn't flush, he said I don't know what's wrong with it and walked away and we never saw him again. After this we went back down to the front desk again and explained our situation and begged that we please be moved back to the room we paid for with running water.

They did honor our request which I am very grateful for. After that the vacation went smoother, we decided to pay for our dolphin encounter ourselves through Blue Lagoon Island and had a wonderful Christmas over at that island. We later learned several people we met were on the meal plan and were not refused at the restaurant like we were told they would be by Aaron **. I even asked the hostess and our waiter at Atlas bar and he was happy to tell me that the meal plan was in full effect and we could sign up at the front desk.

I just wanted to write this letter to bring to your attention the horrible customer service me and my family have experienced. I have never been on a vacation like this in my life, and I have been on many. I have never received a hotel service like this ever in my life. I have never been so angry, frustrated and disappointed all at the same time. I am so disappointed at the way I was spoken to by your front desk representatives. To see my family literally crying at the front desk and being laughed at was horrendous. I have worked in retail for years and if the customer had ever had any kind of problem, we always did our best to accommodate them with a friendly attitude.

These people were very mean spirited and it seemed as if they were happy to put us down and tell us "no" to everything. Your front desk representatives need to learn how to assist their customers properly without a rude, horrible attitude. I will never vacation in the Bahamas again let alone stay at Atlantis due to this experience. I will never recommend this hotel to my friends or anyone I come across that is thinking about staying there. Like I said, I felt that this needed to be brought to your attention so that hopefully in the future others do not need to experience the horrible trip I have.

Well, where do begin? From the moment we landed, our luggage disappeared. We finally got it two days later with some stuff missing. When I called the airport to file a complaint, the man said, "Oh, come on, man, that can happen anywhere you go." He basically said it was my fault for putting my camera in a check-in luggage.

Next, I have never met such rude, incompetent people in my life. The staff at the hotel was horrible. I am so angry I can't even write this email. First, I had my door unlocked as I was talking to the cleaning lady and a gentleman decided to come into my room to reshelf the bar. I turned and told him not to enter as my wife was in the shower. He pushed the door and literally turned his head to see my wife. I confronted him and we almost got into a fist fight. When security came, they told me to chill out. And while they were walking away, they started laughing at what the man did. They thought it was funny that this perv tried to invade our privacy. I am sorry to even say this but at this point I couldn't care less. This vacation undoubtedly turned me into a racist!

Now, about their casinos. On a daily basis, we had a dealer make mistakes and pull our cards and take our money when we had actually won the hand. Three times we called the manager and they went to the cameras and gave us the money back and our winnings. Three ** times. At one point, my wife had a full-house against a dealer's pocket pairs. She reached to kill her hands as if my wife had lost. When my wife told her to stop in a loud voice, the dealer responded, "OK, woman, calm the ** down." Mind you, this is after four such events of the dealer mistakenly taking our money when we had actually won. When we got fed up with it and asked for the manager, an older lady came and had the look on your face like she did not want to be bothered. We explained that the staff was making too many mistakes and we had to resort to camera three times in order to get our money back. She said, "Uuhhuumm," and literally just walked away. Oh, yea, this should be a movie.

They also have 15% tips automatically added. Hence, the staff couldn't care less about their service. Okay, I'm getting upset just typing this stuff. Got to go. One more day and I'm out of here. Never, ever returning to this place. This caused nothing but frustration. I spent almost $8,000 on this trip and it's the worst vacation I've ever had.

I reserved a room at the Atlantis Resort for one night, for $498. When I found that the boat I was meeting in Nassau was arriving early, I called Atlantis to cancel the room. As I was calling six days ahead of time, I guessed there would be a penalty. What I didn't figure on was that I would be penalized for TWO nights. The result: Canceling a one-night stay resulted in a penalty for more than I had paid.

Here is the Atlantis logic: Cancellation Fee -Atlantis - Royal Towers $200.00
Cancellation Fee -Royal Towers Terrace $419.00
Fee Adjustment -Due to Insufficient Payment ($120.82)

Total Fees $498.18

I was told that hotel had a policy of penalizing a guest for two nights, no matter what. I never booked a room at the Royal Towers, but they charged me a cancellation fee for such a room anyway. Point is, they kept all of my $498.18 payment and told me to get lost. I'm supposed to feel lucky that they didn't bill me for the extra $120.82,

my daughter and i ate at atlantis resort's sea grape, on feb 12, check # 180, paid $58.90, within hours she became violently ill with projectile vomiting and diarrhea, which continue into the following day. the following morning, i went to the front desk and told florence that my daughter had food poisoning and i wanted to see a nurse and too reimbursement for the meal, she told me i had to bring my daughter to the nurse, we were staying across the road at comfort suite inn, so i got my weak and exhausted child over to the nurse's office, apparently there was no need to drag my daughter there since the nurse did not even look at her, i filled out reports, requesting copies, but none given, we were then sent to the security office and i spoke with mr rudolph pinder who told me he had to investigate my claim, see if anyone else reports getting sick then will contact me back, which i interpret as meaning that if no one else complained then i am a liar!

and it has been now a week and no word from mr pinder!

it is the unsanitary conditions of this resort that ruined my daughter's birthday! and mr pinder's neglect in handling this matter unforgivable!

Charged $686 for two nights of hotel stay after checking out of the hotel 2/15/2001. In spite of repreated assurances from the "Quality Assurance" people that the problem would be resolved, no credits have been issued. I have faxed to them copies of boarding cards and passports stampls showing the dates I left the Bahamas. THeir own statement shows an Amex payment of 176.87 which settled all open charges at the time I checked out (this was part of a group trip, so most of the costs were paid by the company).

nightmare. I'm still very distressed over what had happen there the whole time we stayed.

step to the other side where's there this long line that we had just gotten out of to have our key activated this really

waited patiently in line for 20 minutes.

Day 2 no hot water called complained asked when water would be hot said in a few hours or so. Ok I said to myself.

out especially in a hotel. I can go on and on.

Finally the 4th day a sliding glass door fell on our 8-year-old daughter. This really upset our whole family and me. My
17
year old was in the
Room with our daughter while my husband and myself were in the library. We had 2way Radios in which my 8 year old radio
us
crying. The librarian heard our conversation and called the front desk to notify them of what had happen. We went to
the

room the front

Desk called and asked if anyone was hurt our 17-year said no that she was Ok. In the meantime no one came from the front

take pictures of

The sliding door that fell. She filed an incident report in which I filled out and signed

She also told me not to worry that we would be moved from that room. I told my husband I did not feel good about any of

the vents, the blood on the comforters, for my nightmare vacation I wanted to document every problem With this room.

really upset me. I told Mr. Cox that our vacation has been ruined everyday there has been a problem with this room.

He assured me that we would be moved from the room and for us to go ahead with our plans. I told Mr. Cox that my husband

bring the children back we have not been Moved.

have not been moved. He checks the computer and says that he has no information in the system that we are supposed to be

his face. He apologizes and says he's been waiting for approval from higher up to move us. I know for a fact is does not

but I'd now like to point out the problems with this room,

water to the wet smell the room had. I documented everything on video footage and photos. The response time it took your

staff is unacceptable.

This vacation was a nightmare from hell. Top everything off we had dinner at Seagrapes and my
daughter had a bug moving in her food, of course they gave her, her dinner at no charge but in the meantime me and my

husband looked at each other and lost our appetite wondering if there was a bug in our food as Well.

if she had been seriously injured with the hotels promptness, which is none.

I feel that our family should be compensated for this vacation. I will contact whomever it takes to run this hotels name

thru the mud.

Evidently your hotel does not care about its guest unless they're very wealthy or famous. We spent a lot
of
money to got on our dream Vacation and it turned out to be a nightmare. I will be more that happy to send you photo
Copies

of the pictures I took of both hotel room and the problems we had there. I'm considering taking legal action against the

hotel.

one.

We never Had any problems with our vacations until now. We only get 10 days vacation a year And we spent 8 of those 10
days
at the Atlantis. I expected a lot more than what we Got. I will be sending a copy of this letter to the following
people at

your offices.