The Reef at Atlantis — Hotel in New Providence

Pros: The oceanfront views were breathtaking. The resort’s location on Paradise Beach provided easy access to the water and stunning sunsets. The staff is friendly and professional from the front desk to the lifeguards. The resort is clean and immaculately kept. It’s almost a brochure come to line

Cons: Aquaadventure water park is very nice, but useless. We spent most of our afternoon waiting in line for the rides.

Coffee: Starbucks is available. This is a great amenity except in the morning at prime time. The line extends outside the door into the lobby. The Reef offers coffee as an alternative, but charges extra for this. This seems rather excessive since "The Reef" charges a $70 daily “resort fee” which does not include the coffee or breakfast, for that matter. Towel service is a $12 charge. Pretty soon it felt like anytime you needed them, a charge was added to your bill.

Inefficiencies in Personal Assistance: Many tasks still require personal attention, such as fixing hotel keys that frequently malfunction or even just checking your dining plan balance.

Once you understand how fast the meter is ticking for the privilege of staying here, it really takes away from your enjoyment. I understand that Atlantis is in debt, but this is ridiculous.

Harassment and Bullying: Shockingly, my family and I were subjected to harassment and bullying by two teenagers staying at the resort. Their behavior was unacceptable, and it ruined our trip. At one point, the two were banging into our door and terrifying my wife and two small children. To my dismay, the hotel staff were of no help.

Lack of Response to Complaints: Despite multiple complaints and reports, our requests for a room change or extra security were not heeded. We were told a room was simply not available to switch to.

Security Concerns Ignored: Shockingly, our bullies lived on the same floor and their parents/ guardians were never around. Our security concerns were NOT addressed, despite numerous calls, complaints and reports. Security personnel later confided that these two were known problems (yet nothing was ever done, of course). Because security was not present and our rooms were not switched, I ended up taking matters into my own hands when the harassment got too far and getting arrested while protecting my family. I spent the first night of our family vacation in Bahamian jail. This could have been avoided had the management either switched our room as requested or provided extra security on our floor.

Arranging for babysitting services is needlessly complicated and time-consuming. Due to the additional legal proceedings, two babysitting sessions were required at great expense. A room service charge was also required as my family was confined to their room for safety on the second day. $80 for a light breakfast for a mother and 2 kids is ridiculous, especially since it was required.

My family was relocated for a night after I was arrested, of course (it seems there was a room available after all). Over $3000 in legal fees were incurred as a result.

Conclusion: In summary, my trip to The Reef at Atlantis left me feeling frustrated and disillusioned. This was my first vacation in 6 years and I was disappointed that the Reef, while pretty is simply not able to provide a very basic function of security of its guests so they may relax and enjoy their stay. Management was made aware of our plight and still refused to lend assistance. Do yourself a favor, and stay...

I thought the Atlantis Hotel is nice cosmetically at first glance and the Bahamas were great from the weather to the people, but we had a very negative experience for multiple reasons: 1)The overall expense is outrageous compared to what you get ( very crowded and poor service). The restaurants are very expensive and the food is average to subpar ( we ate at several restaurants in the hotel hoping the exoerience would be better and it only got worse). If you go off the island, the cab fare is a minimum of $40 round trip and higher depending on the distance you travel. 2)The pool and the slides were over crowded and had huge lines because the greedy hotel sells admission to the multiple cruise boats to come in ($180/ person). Also, there are locals who come to the hotel to use the water park( either they are friends and family of the people who work there or the Atlantis sells season passes to the locals). Either way, they are there and adding to the already crowded slides; many times cutting in line as well. For what it cost to stay at the Atlantis, the slides and lazy river should be for guests. 3) The service was terrible. The people were nice but to get anything was a struggle and took forever. From getting pool side food or drinks to getting someone to pick up the phone at housekeeping it was a joke. Example: Our son got sick and vomited on the bedsheets one evening. The number to housekeeping remained busy for 15-20 minutes. I went to the front desk and they confirmed the busy signal. The front desk called someone and said they would have someone right up. After another 20 minutes and a second visit to the front desk, it was a hour before a person arrived with clean sheets for us and they did not take away the old ones. A third visit to the front desk to have someone remove the dirty sheets produced no result until the morning. Sleeping with soiled sheets in the room is not a great experience. 4) We scheduled a catamaran, sailing trip with the Atlantis ( on sight at the towel shack). When we got to the location via their transportation ( over an hour drive on the other side of the island), there were no catamarans there, only powered boats for snorkeling. They reimbursed us for the trip but it ruined our day which we could not rebook another trip because all the catamarans were sold out for the next few days until we left. Do not book with the Blue Adventure people onsight. Though they use the Atlantis name, the hotel said they are a separate company renting space. 5) The hotel ( Beach and Coral Towers) was under construction and the in general the underground viewing areas ( windows and tubes) to see the fish and aquatic life need cleaning. Overall, The hotel is very poorly managed and it is completely...

Downgraded the review to two stars due to recent event reported on June 30th. Plumbing issue reported where the toilet overflowed. Suspect this has been a plumbing issue for a while, perhaps due to old infrastructure. During our stay in the room, there have been noises coming from the mini kitchenette sink and bathroom sink after flushing the toilet. Reported the issue to housekeeping and Royal Care Team and I emphasized on a full cleaning of the bathroom and sanitized as we did not want to risk getting sick. Enclosed video for review.

We arrived at the resort on June 24th and the receptionist went through the mandatory check in procedures very fast with little room to ask questions. The resort is overwhelming and details about the resort regarding laundry, where resort points can be used at which restaurants, and as simple needing a wrist band to roam around the resort, etc. would have been great to know from the start.

On the evening of June 24th, I ordered take out at the Delicatessen at Marina Village and the cashier never looked at me during the entire transaction and head down. After the order was taken, she waved in the direction where the drinks were located and to wait for my order there. The sandwich was missing mayo and tomato. I also had another poor customer service experience when ordering a drink at a stand alone kiosk across from the Marina Pizzeria. The lady with short hair took my order was busy discussing what she will do for her birthday with another male colleague. She served my drink and dismissed me with a nasty look.

On June 25th, we were told taxi service is available at the front lobby and asked the staff for taxi service to Rum Cake Factory. A tall gentleman in a black shirt with light eyes offered to take me and my son on a private tour along Bay Street with private security service included and cost at discretion. The Atlantis Reef staff were quiet and I declined based on a stranger soliciting services that came across as shady.

We did have a pleasant experience with The Concierge and Tiffany was most helpful with medical attention for my son. She exudes empathy, patience and went above and beyond with taking part to arrange care for my son.

Our stay at Atlantis Reef Resort is a mixed review. Bottom line, typical Caribbean island for tourists that should stay at the resort and venture outskirts as long as you have street smarts.

We will not return as clients to Atlantis Resort based on the review above. For eight nights at cost of $5,000+, we do not recommend this to...