Rosewood Bermuda — Hotel in Main Island

This was our fourth and unfortunately our last stay at Rosewood Bermuda. The 2025 stay experience has certainly plummeted since our first three visits. Here are some of the reasons for this negative review:||1. Our room sat directly below The Conservatory. But, we did not learn this immediately. On the first or second night of our stay my wife woke up in the middle of the night to what she described as "the scraping chairs being dragged across a floor". We didn't know the origin of this grating noise. Then, it happened again, a few days later, in the middle of the night and we both woke up. We still couldn't identify the source. The last night of our stay, we were able to finally identify that it was coming from above and did some quick checking and noted that it not another guest room or from a hallway but, in fact, it was noise coming from The Conservatory.||2. On the day prior to our departure, we were presented with our current bill as of 6:45 PM. I was offered the opportunity to do an Express Check-out, Instead, I elected to go to the Front Desk on the morning of our departure. The paperwork that accompanied the Express Check-out offer included the customary "Information Invoice" However, in the morning, the dollar amount of final invoice as presented to me at the Front Desk was significantly different. The explanation? Oh, that initial invoice did not include your final night's stay.||While discussing this matter with the Front Desk, I also had to ask why there were three pending charges on my credit card. The first 200 USD charge was not unexpected as it is the customary check to see if the credit card on file is active. But the second and third chares were insulting and annoying. The second charge for almost 8,000 USD seemed to indicate that Rosewood didn't feel that I had a credit line large enough to cover the charges. The third charge for 22 USD was supposed to be related to a potential charge if we used the Island Brasserie for breakfast. ||3. We always used the telegraph to indicate when we were in the room and when we wanted the room to be cleared. Unfortunately, Housekeeping either does not get this notification or ignored it. We would come back to the room and find that our room was finally being made up at 2 PM. ||4. We had always enjoyed eating lunch in The Conservatory and stopping by after dinner for music and a late night treat. Upon check-in we were informed that The Conservatory is no longer available for lunch. When we tried to stop by after Dinner on two occasions, we were stopped by a sign stating that it was closed due to a "private party" event.||5. Concierge services have come way down. ||A. We requested that a taxi be arranged along with a reservation for BLU on Saturday evening at 7 PM or sometime after that time. There was no follow-up. No VM to our room. No email. I had to find the Concierge as they didn't seem to regularly sit in their office. I finally went to the Front Desk for help only to find that Concierge personnel sometimes sit in the office to the left of the Front Desk. Yes, everything was confirmed but I was never informed. What happened to the process of updating a guest's itinerary and sending it via email? This was happening pre-visit but stopped during our visit and had to be requested. ||B. We also requested that we get seats on the shuttle to Hamilton for Harbour Nights for 23 July. That was confirmed. We arrived 15 minutes before the shuttle departure time and when we were asked what service we needed and stated that we were going to Harbour Nights on the Rosewood provided shuttle, we got a blank stare that is never a good thing. A call was made and then we were informed that Harbour Nights was cancelled due to weather. I asked why we were not informed. Another blank stare. Then another call and we were informed that Harbour Nights was "back on" but there would be no shuttle. Not the experience that we ever experienced at Rosewood Bermuda on our previous stays.||C. We requested a Taxi be scheduled for the day of our departure for transportation to the airport. Then, we found that the arranged transportation would be charged to our room at $55. Fifty-five dollar to L. F. Wade from Tucker's Point! I asked the Front Desk and they confirmed this charge but I could simply use a taxi at the front for a charge of $20 - $25 dollars. That is what we successfully accomplished. ||6. Transportation from Sul Verde and the beach. There were two separate events where we had to wait twenty minutes for the shuttle to arrive to return us to the hotel.||The individual employees at Rosewood Bermuda are wonderful. These breakdowns fall into the lap...

Late review but wanted to do this before I forgot. My wife and I have stayed at Rosewood Tuckers Point 3 years in a row now--- typically going first week of October. We absolutely love it. While timing is a little bit of a risk with hurricane season... I guess we have been lucky so far with storms either arriving before arrival or after departure---- beautiful sunny/warm days so far each stay.||First off- property is the nicest on the island. We stay at St Regis the year it opened and Loren one other year... Rosewood is a level above these... especially with the sheer size of property, on site restaurants, amenities, etc. ||We always stay in a harbour view room or suite. Love these rooms- down closer to the water and feel more bungalow style than hotel. Just be aware they are down a sizable staircase from the main hotel (maybe 75 stairs or so). Certainly doable but something to be aware of. Suite our first year (babymoon) was nice- it came with a golf kart. The other years we paid a daily fee to rent one as a nice to have (to and from beach club at your leisure, dinners on property, tennis/golf). The shuttles are absolutely sufficient to get around but the gold kart is nice to have. We usually use taxis to get around to other restaurants, etc- though we have done the twizzy route- which was a ton of fun, as well as renting a scooter for a couple days of visit to go to downtown Hamilton, other beaches, etc. ||The beach club is really great. A couple more pools, lunch restaurant, dinner options (including above average (albeit overpriced) sushi), and pretty good beachside and poolside service. Facilities overall very nice. If you head right from the beach club along the water, you can walk for a couple miles at low tid- past mid-ocean club and to some basically deserted gorgeous beach. The hotel itself has 2 pools- one adults facing the harbour, and one larger family style pool. Both have plenty of seating. We found the adults pool was always too hot to sit at though with the sun blazing down and limited coverage. Water in all pools always nice and warm. as was the ocean. ||Breakfast everyday was great- order from a menu and everything we have tried has been excellent. Lunches we usually eat by pool or beach club. For dinners- Sul Verde is probably our favorite, followed by beach club (with sushi), room service at least one night (prompt and accurate), and then at least 1 night off property. We have dined at Island Brasserie for dinner once or twice. It was fine- ambiance and prices are steakhouse - its better than STK at STR but we probably wouldn't go back. Wellington on the menu was underwhelming. What I will say is go to to the weekly Rum tasting- its amazing. The bartender who runs it is awesome and very knowledgeable. They have some exclusive batch rooms made just for the hotel to taste (they also serve on menu at dinner). I honestly learned to look "good" rums here. The bottle from hotel is VERY expensive if purchased there- they have a similar Goslings reserve limited edition in the store in Hamilton or duty free on way out that is less than 1/2 the price and also great. ||Since we go in Oct and not heart of summer, we miss the offered sunset and snorkel cruises sadly. Not sure if the watersports center is more active/better in prime summer, but it always feels lackluster when we are there. They have kayaks, SUP, etc for free and sailing for a charge. I bring my own mask and fins to go diving usully (off property- another miss) and the snorkel in front of the hotel on the habrour has some nice fish and coral. They have a program where they are working on growing coral and its cool to see. Usually dive with blue hole divers- although diving in Bermuda is generally not great. ||We always make use of the gym and spa. Gym is decent sized but can get pretty crowded. The spa is quite nice- have had hit or miss service there though. Our first year my massage was mediocre at best- subsequent years have been better and its a nice facility... it does book up though so recommend making reservations in...

It has been less than 24 hours since we departed from your beautiful Rosewood resort in Bermuda. Regretfully I am not writing this email as a raving fan of Rosewood resorts. Before I dive into my concerns I would like to start with sharing with the parts of the trip which were enjoyable. Particularly your staff, from the minute we arrived to the moment we departed your staff were true professionals. The front desk, doormen and any other staff we interacted were genuinely interested in our experience being top notch as a guest at your resort. They were pleasant, courteous and always smiling. We appreciated this aspect of our stay. We also rather appreciated the beauty and care of the resort. It truly is a magnificent resort.

However, we decided to leave a day early. The deciding factor of spending an additional $750.00 to change our flights to leave 24 hours earlier than planned was not solely a factor within the hotels control. We have an 18 month old son and this was his first flight, first vacation and first time out of his environment. The first morning after arriving in Bermuda we woke up to him having a 103.6 degree fever followed by a body rash. Luckily my wife is in the medical field and she tended to him and was able drop his temp to a normal state.

My main concerns (which as a business owner myself I feel is important to share) were as soon as we arrived in the room and got settled we went out to the patio area to see our "harbor view" and it was far from a harbor view. It was more of a palm tree view with a very small area where we could see the ocean. I brought this to the attention of the staff quickly and asked to be moved to a room with a view that I had paid a significant amount of money for. Unfortunately to our dismay the hotel did not have another option for us to be moved to as the other rooms were booked with guests. It was very disapointing to not have the view we anticipated having, especially considering the amount of money we spent on the suite with the view.

The other issues we had were with housekeeping. We had virtually no interaction with the housekeeping staff. But here were a few things that happened that should not have happened. My wife called to let housekeeping know that we did not want service between the hours of 11am to 1pm one of the days we were there because we were going to put the baby down for a nap. Just before 11am we heard the doorbell ring and knocking on the door while the baby was napping, this woke the baby up the first time. The second time we had a major disruption such as this was the night before we were leaving, We were all asleep and the baby had been asleep since 7pm and we received a phone call shortly after 9pm. This startled me, my wife and woke the baby, again. (Our son needed his rest and these disruptions created more turbulence to an already turbulent vacation with his fever, being out of his environment and rash.) The reason for the call was they were going to bring coffee to the room that I had called and requested 10 hours earlier. I told them not to bring the coffee down as we were all asleep. She said she would try to catch the person bringing the coffee down but she was unable to. So I went and waited in the bathroom until I saw the man coming to our room and I was able to get his attention and let him know we did not need the coffee at that hour. A couple other times the baby was woken from his nap was our fault when we did not have the proper do not disturb sign on the door the first two days of our stay.

These may seem like small things to the average person, but I think in order to improve your services at such a highly regarded resort there are always opportunities to improve. I understand you run a very large resort with many moving parts, but as a family traveling with a baby there are some things that could certainly be improved upon.

This is an email I sent to the assistant manager. They responded but did not take action to assist with my concerns that would be...