The Cove at Atlantis — Hotel in New Providence

First impression: The resort is beautiful. The lobby is open and airy and the ponds lend it a nice, zen-like vibe. I thought it was adults-only, but I saw kids, so I guess I was mistaken.

There was a line to check in, but thankfully someone kept leading people from the start of the line to the other rooms (VIP lounge, concierge) to assist in the check in, and she brought us to the concierge lounge where we were checked in within 15 minutes of arrival. We were upgraded to a Deluxe Ocean Suite (I am a gold member), but as we arrived around noon and check-in is at 4PM, our room wasn't ready. However, she gave us key cards and told us that we could already use the key cards to get our bracelets for the day (which gives access to the pools, beaches and the water park) and they would later be automatically programmed with our room number, that we should call around 3 PM to check if the room is ready, and that there was a transit lounge we could use to shower and/or change into swimsuits if we wanted (and which also had lockers).

She then escorted us towards the transit lounge (pointing out restaurants, etc. along the way), where the staff at the desk gave us access to 2 changing rooms with their own shower, toilet, sinks and a water extractor (basically a dryer-- you put your swimsuit or other clothing in it and it will extract the water from it). I changed into my swimsuit, got my water shoes from my suitcase and waited in the lounge area for my friend. A bell staff was waiting for our suitcases when I came out, but I guess my friend was taking too long for him because he left without saying anything. When we were ready, we asked the staff at the desk about leaving our luggage, and another bell staff was there within 5-10 minutes to get our luggage. We then had lunch and explored a bit to while away the time.

We were at a different part of the resort around 4 PM, so we called to find out our room number. My friend was the one who talked to them, and she had trouble initially. She was told that our room wasn't ready, but I told her to ask to check again because it was already after check-in time. She was then told it was ready, but they needed my address and other details to confirm identity (the reservation was under my name).

The room was really, really nice. It was spacious, the bathroom was luxurious (I loved the deep bathtub), and the view was spectacular. The separate lounge area was well-appointed, but there was no fridge-- I think you have to request it. Our balcony was small, but big enough for 2 chairs and a small table.

The one thing that detracts from the luxurious feel of the room was that the robes (there was originally only 1 robe in a 2-queen bed suite, but they brought another one upon request) had tears-- mine had a small tear on the lapel and a big tear on one sleeve.

The Cove Beach was nice and not crowded, though the water was a little colder than expected in mid-April. It closes at 7 PM.

The Cove pool is adults only and was not too busy when we were there (before 10 AM). It closes early, though, at 6 PM. I didn't see any showers by the pool, so I guess guests aren't expected to shower before going into the pool, which I find kind of gross. One guy dipped his feet to rinse off sand, and so I decided not to go swim in it-- good thing this happened on my last day there.

The shuttles: There's one supposedly every 15 minutes, and we usually didn't have any issues waiting for one. There are 2 routes-- one goes to just the Cove, the Reef and the Royal (it runs 24 hours), and the other goes to all the Atlantis properties + the Ocean Club, but that doesn't come as often, and the night that we had dinner at Dune, we waited close to an hour for the next shuttle (we should have just taken a cab).

The staff at Atlantis: Some were very friendly and helpful; others did the bare minimum.

Caveat: I used points to book this hotel so I think that biases my review a bit. If I had to pay $600+ per night on top of the $60+ fees per night that I paid, then I think this review would lose at least...

The Cove's "Redefining Luxury" Tagline Falls Flat

Brace yourself, because after this experience, I'm in dire need of a vacation...

We booked an Ocean View Suite with two queen beds, clearly communicating to the hotel during our reservation process that there would be three adults and a teenager in the room. However, despite the exorbitant price we paid for a Thanksgiving week retreat, those prices only afforded us "Tier 3", which limited us to rooms below the 3rd floor. We found ourselves treated like second-class guests throughout our stay, even after spending what most people spend on several vacations through a year’s time. Upon arrival, we were shocked to discover that they did not have a room with two queen beds available for us. Instead, they offered a king bed and a pull-out sofa they claimed was queen-sized. When we inquired about an alternative room or the possibility of an upgrade, we were met with a dismissive response. Astonishingly, our family, also staying at the hotel albeit on a higher tier, had just relinquished a room with two queen beds. We were willing to pay the difference; however, the check-in staff displayed no empathy, no concern. They told us there “were no other rooms.” It was a "take it or leave it" attitude. The entrance and lobby of The Cove may lure you in with its luxurious ambiance, but that's where the glamour ends. Once you step foot off the elevator, the illusion is shattered. The halls reeked of urine. The king mattress was saggy and worn, and the supposedly comfortable pull-out sofa turned out to be nothing more than a glorified prison mattress with a rock-hard foundation. As I sat down, looking for solace after a grueling day of travel, I was greeted with a painful thud that brought me to tears. Is this their idea of luxury? This wasn't even the room we booked. How dare they advertise this room as suitable for accommodating four! My son and I barely got any sleep, and the best rest we could manage was lounging by the pool on chairs with cushions that were just as uncomfortable as our mattress. As a result, I now have an appointment with a chiropractor and will require a thorough examination to address the aftermath of this supposed luxury escape. As someone immersed in the luxury industry, I feel I hold a deep understanding of the standards that should be expected. However, I must express my disappointment with the outdated rooms and deteriorating finishes of this hotel. Regrettably, the thoughtful gestures of a cute beach bag, sandals, and reusable water containers (of which only two were provided) did not compensate for the presence of unsightly pubic hairs scattered throughout the space. The promised "floor to ceiling" views fell short of what was advertised. Additionally, our plea for two extra blankets and a functional refrigerator was met with only one additional blanket and a persistently faulty appliance for the entirety of our stay. I expected better. The pools were decent, and the staff was generally friendly and welcoming. However, I would strongly advise against using the water stations. The water was consistently warm and tasted strongly of chemicals. The "private" beach and secluded look they give off on their website is also a ruse. Both the pools and beaches were crowded and views were blocked by the abundance of lounge chairs.

While the website states these rooms can accommodate 3-4 people, I cannot recommend them unless you don’t enjoy resting on vacation or have a great chiropractor on speed dial. I later reviewed hotel's website states that each room has either two queens or a king bed but be cautious when booking. Even if you book the two queen beds, the hotel does not consider your party's needs and they offer no solutions or sympathy.

Unfortunately, the luxury experience ends as soon as you walk past the lobby's Instagram-worthy photo. The value for this hotel is severely lacking, and the term "luxury" has definitely been redefined. If this is what luxury is now, I would much rather have...

First things first: Atlantis is expensive. There is no getting around it. One can argue that everything is imported. But 25% tax (15% gratuity + 10% VAT tax) charges at the end of all bills? It leads to high scrutiny on everything, if you ask me. For starters, Atlantis is made up of a lot of sub par dining choices. And it's not for lack of highly recognizable chef name restaurants on property. But for whatever reason, they don't deliver here as they do in other cities. For instance, Nobu, Fish, and Silan all disappointed. All three restaurants in Vegas, LA, New Orleans, etc. are all exceedingly better. Not sure why. It doesn't make sense. But we were highly underwhelmed by all three and have eaten at those restaurants (or the sister ones) in other cities and they did not disappoint like this. Then add the 25% tax. An annoyance. The food at Frezca by the pool at the Cove was very enjoyable. If we return, we would likely concentrate on meals like that rather than the bigger, indoor restaurants. The casino checks the box. There are games that are interesting enough. The casino is not gigantic. The biggest disappointment with the casino was the cocktail waitresses. This is our second trip in less than a year and I can solidlly report this as fact. Both times we experienced mostly rude, intolerant waitresses. And DO NOT ask for an Espresso Martini. They will bite your head off. The only reason I asked for this drink more than once is because the first waitress I got one with, no problem. After that, they all became offended I asked for it. I was confused. I finally got one to give me the scoop on why this was the case and she told me that they are just too lazy to go to the "cash bar" to get one. The regular drink making station doesn't make them. I think this should change. If it's possible at all, then all should do it. Especially at a resort that is expensive, catering to largely Americans who have a penchant for that cocktail. And the cocktails served come in the absolute smallest glasses I have ever seen a casino floor serve. Again, this resort is very expensive on everything.. skimping on the free drink service in the casino comes across as petty. You must keep track of your food and beverage charges to your room. I was tipped off ahead of time that there are always mistakes (not in your favor) when it comes to your charges. And sure enough, we had them. Mostly, it was from drinks around property, mostly near the pools. We were charged double on two occasions once the bill landed on the folio. The Sky Juice Cocktail at the Mayan Cart is so good! Our driver recommended we try this drink and I'm so glad we did. I also enjoyed the frozen mango daiquiris. The Espresso Martinis at Plato's are wonderful. They should consider putting out snacks when you order $20 cocktails. We had snacks at Sea Glass but when we asked at Plato's for them, we were told we could buy a bag of chips in the coffee shop. So again, just little quirks like that and the tiny free casino cocktails stand out when you are staying at a resort where you're paying a premium for everything and then extra tax and gratuity on top of it all. The Cove accommodated me quickly and successfully when I told them that our mattress was very soft. I have a bad case of scoliosis and cannot tolerate a soft mattress, even though it felt so comfortable and luxurious. They switched it out for me the second day and I was so thankful such a request was granted. Our housekeeping lady was very nice, super efficient and courteous. She was with us every day but one. She is an asset. The $77 daily resort fee is the highest I've ever seen. It's double the cost of Vegas resort fees. Once again, when you're hit with higher prices and fees than anywhere else I can think to travel, scrutiny is granted. All in all, I think most everyone would find something to love about Atlantis, but there are definitely the challenges that some will find annoying and off-putting. Just know...