The Grand Lucayan — Hotel in City of Freeport

Here is everything you need to know. I'm extremely disappointed with this resort. This is NOT the type of all inclusive you would expect to get. We were planning to stay here for a few days just us after spending time with friends at their timeshare earlier in the week. I figured this would be a nice way to round out and end our weeklong vacation. We got to experience the entire property so I can weigh in pretty much on everything. Here is a breakdown of the good, bad, and ugly.

Good: The pool, hot tub, beach is great. Wonderful views. The is the only thing this property has going for it. If you are a cruiser coming for the day and getting a day pass this could be a decent option. The gym also is pretty nice too.

Bad: Customer Service: By far the worst customer service I have EVER experienced at a hotel or resort. Mostly this HORRIBLE, ABSOLUTELY HORRIBLE customer service came from the front desk. Words can't describe how bad it was, especially the supervisor JeanMarie, she was the worst. They simply do not care about you, your stay, or anything else. Even management, director of operations...the horrible behaviors came from the top down.

Rooms: The room is NOT a 4 star. This is a very basic room. There was mold in our bathroom sink. The room was also a little musty. Just basic, don't expect to get any type of luxury from this room. It is a place to lay your head. None of the "all inclusive" is covered in your room either.

Activities: There really is NOTHING to do except be by the pool by day. The property is absolutely dead at night. No night activities to get the guests going. Unless you leave the property you will have nothing to do at night. The property is like a ghost town at night. Everything is shut down.

Food/Restaurants: I thought this was going to be like other "all inclusives" I have stayed at with several options. There are not very many options at this property. If you stay here more than 2 days you will be forced to go off property. There is a restaurant called Portabellos this is the main dining with the buffet option. Absolutely terrible breakfast. The bread was all HARD and STALE, the rest of the breakfast was subpar. One of the dinners we had there was okay, not bad. The other option is Capri. This is a sit down but very small. The menu does NOT change nightly and the food is "okay" nothing to write home about by any stretch of the imagination. There is a coffee shop called Aroma. This shop has coffee, pastries, pre-made sandwiches and pizza during the day. The pizza is actually good. Finally there is the outdoor bar called Waves. The menu has about 5 things on it like a hot dog, quesadilla etc. This is only open during the day.

The restaurants were always empty with only a handful of people at any given time. Likely because it is so bad.

Drinks: The drinks are also subpar. This is not "premium" alcohol or even "moderately accepted" it is the cheap stuff that will give you a headache.

Spa: Mediocre at best. Definitely not worth the money you spend there. Services are okay, staff was nice here. The sauna was okay. The tubs weren't working properly. The steam room was broken.

Wristbands/Passes: Beware of what you are purchasing. They have a variety of options but will try to scam you to get the most money out of your. Ask questions and know your options. Once you make your decision you are stuck. The staff doesn't even know all the option so they will tell you different things. If you mis-purchase the wrong band they will just charge you again.

I'm so disappointed with everything about this place. I will absolutely never return and will tell everyone who asks.The good reviews are definitely misleading. I discounted the negative reviews with the mindset that "there are always few" no, the negative reviews were spot on and the most accurate. DO NOT MAKE THE MISTAKE THAT WE DID AN GO TO...

bought a cruise and stay package for the Grand Lucayan Hotel & Resort during the week of my birthday via Groupon for a 2-day cruise and a 4-day hotel stay, everything paid in full. When I arrived at my destination it was quite a wait to gain entry into my hotel. As I'm registering a very polite and helpful woman by the name of Krystal assisted me, but during the registration process she mistaken that I would be at the hotel for only two days, I had to correct her quite a few times and until I retrieved my receipt of purchase for my package is when she corrected the information on file. She informed me that I was good to go and checked me into my room. Two days into my stay which was the WORST BIRTHDAY/EXPERIENCE OF MY LIFE occurred on that very morning. As I was attempting to redeem my (separately paid in full $600 all-inclusive package). A light skinned woman I believed by the name of Denise told me, " I had to get out the hotel & check out before I'm charged another day" -- in those exact words. I insisted that I was staying at the hotel for four days but she proceeded to argue with me. She then called her manager Ronetta Andrews to finish me off & scold me to either purchase an additional night of stay at $520.00 or leave. I told Ronetta It's my birthday & I already wasted two and a half hours of my time with the whole ordeal, she provided me with a credit card authorization form to provide to my husband and we mutually agreed that she wouldn’t charge me until she got the credit card authorization form back & resolve the matter at hand, although she made me signed some papers, I asked her why because it seemed fishy to me, she informed me it was SOLELY to start the process until I came back (nothing would be charged and my card would just be held on file ). I seeked that she wrote her verbal promise on the receipt just in case anything negatively boomeranged, & I was pretty adamant about it, however she avoided writing anything & assured me it would get resolved exactly how we discussed. I informed her That I would come back between the hours 7-8 pm, but I'm not guaranteeing this for the fact that this situation should’ve been handled already and I was out celebrating my birthday, & wouldn’t be sure about the time my husband would send back the form.

By the time I spend the day out trying to regain my peace with going back & forth with unprofessional & stubborn staff. At 8pm I then approach Darryl Dilette Jr. attempting to reach Ronetta , he then notified that she left for the day, & to make matters worse, I was stuck & locked out of my room with a wet bathing suit in a cold lobby trying to get back into my room for a total of another 2 1/2 half hours with Darryl which resulted into me getting awful cold. I advanced into explaining this lengthy run down from beginning to the end with every descriptive detail. He then proceeded to apologize and advised me that he would accommodate me regarding my issue. He recommended that because Ronetta left already and I wasn’t charged he wouldn’t be able to let me enter my room. HE SUGGESTED that I book a room via expedient & settle everything the next morning. I provided him proof via email of what took place that very day to back up my claims & just in case AGAIN anything would backfire. He then checked me in via my expedia booking/ itinerary number.

The next morning July 26,2016 I noticed my card was charged the $520.00. I immediately got dressed & approach the front desk to speak to Ronetta , as we spoke she unmannerly implies that I'm lying & denies her promises the day prior. Irritated with a poor, incompetent, tactless staff that lacks hospitality (ironically being a popular tourist hotel), I request...

note: they've deleted my complaint from their Facebook page

I have never felt compelled to write a review on a hotel. But I was fooled into staying here instead of the Pelican Bay next door because the reviews weren't THAT bad and you need to hear what we've been through at the Grand Lucayan (so far!).

Despite the fact that we have over 10 rooms booked at the resort of our wedding, we waited 2 and a half hours to check in. We asked to speak to the manager to see what she could do to help turn around our awful check in experience. The manager hid in the back and told somebody to tell us to take a seat and she would come and see us after. We waited another half hour only to be told that the manager was going to a meeting and would not be seeing us. We were exhausted by this point and just asked for our key, which they gave us... to a room with a parking lot view with two double beds that was extremely dirty. I returned to the front desk where we were told to "stick it out" tonight and come back tomorrow at noon to get a king bed and ocean view as requested. Came back down at noon, told to come back at 3 pm. Came back at 3 pm, told there are no king size beds in the hotel. I begged the lady at the front desk to help us as we were getting married and couldn't even sleep in the same bed, and she finally said that if we brought our luggage down that she could "check us out" and check us into a king bed room. But we'd have to wait an hour because she couldn't give us the keys until the room was cleaned. No problem, we were just excited at this point to actually CHECK IN. We moved our luggage into the grooms fathers room and find out he got a king ocean view even though he booked a marina view. At this point, we decide that everybody at this hotel is totally incompetent and we decide to swap rooms. We go back down after two hours and receive the keys for the king marina view, go up to the room, and it's STILL DIRTY. We call the front desk to let them know, and their response is "they'll get to it when they get to it". I wish I was kidding, it's now taken over 48 hours to check into our room. Nobody cares about you here. Once we finally get our room situation sorted out, I realize that my engagement ring was missing after the original room was cleaned. I report the stolen ring to the front desk and security scoured every single inch of our hotel room, including all my underwear, for the ring. It was gone. We spent three hours filling out statements and paperwork. They are investigating this now, but I doubt my ring will ever be returned, and it was an heirloom, passed down to me from my fiances grandmother. To date, nobody from the hotel has even offered an apology.

Our first night, we helped an older woman that fell down and broke their ankle. The staff has zero medical training and it took three hours for an ambulance to arrive. My fiancé and I were the only ones that knew to even call her husband and elevate her foot. No phone call from the hotel thanking us for helping in an emergency. I would be very surprised if it is legal to have no staff on a resort with no first aid training or CPR training.

The rooms themselves are pretty dirty, especially the washroom, where we've found mould in every room we've been in. Unfortunately, cleanliness has been the least of our problems so far.

I do have to say that the staff at the Senses Spa, and Malcolm at the front desk are very pleasant, and the beach is so gorgeous. We just want this hotel to step up and we are open to updating this review if we...