Rock House — Hotel in Providenciales

Let me start by saying our stay was an A+ stay. I will be 100% honest with everything and this experience was Mid July 2022 Booking was extremely easy from a 3rd party provider and had no issues there. 5/5 Communication P-Stay was extremely good, I recommend asking for Marie, which not only replied super fast but also helped me BIG TIME when I asked her for some p-arrival request I had for my pregnant wife Including welcome balloons and with short notice. Also, the Airport Pick up service was good. 5/5 Arrival was incredibly warm and it was thanks to the manager (I think he is) super nice guy who welcomes you and takes you to your room with the luggage and explains every single thing you need to know about the hotel, communications, activities, recommendations and overall any questions you might have. 5/5 Amenities, even though is a small hotel (for now) their are expanding into some more rooms and more amenities, they still have a great taste and good distribution from the restaurant to the pool to the deck to the beach and even the gym are amazing. In my opinion they are only missing the SPA and another restaurant which again, are in construction and it's my understanding, really close to be done so no worries there. Still they are offering in-room spa services which we used and they were good. Also, they have different water activity equipment free of use and in really good conditions. 4.8/5 Food, as I mentioned they only have one restaurant for now and the food is extremely good, which they can still add some more items to the menu in my opinion but again they are planning on opening another or more than 1 other restaurant in the property so probably that won't matter then but still there is always room to seat during breakfast, lunch and dinner so no problem there and again the food was really good. 4.9/5 Location, I was a little concern when going there because I heard Rock House "was not" where the main hotels are but to be honest I would not have it any other way, it was not on Grace Bay which is the main or most common location by tourist but it's 7 mins away in taxi and there is never traffic on the island so the "seclusion" in my opinion was amazing and you can still get to grace bay beach or any other place in the island basically within a 5-12 minute card ride but you have more privacy and quiet time at Rock House. 5/5 Ambiance, I have not much to say other than AMAZING and again you have the privacy from other people who are not staying at the property and not really in an area where people will be walking outside, you still get the amazing views to the beaches of Turks and Caicos and I've read some reviews of people complaining about the construction noise which I will be 100% honest never experienced any issue during my week there and my room was "close" to the area which obviously is closed and separated but never had any noise issues. Great music and playlist where the pool is so again overall 5/5 Communication, their communication is in 2 ways, either you add them to wp or you use the phone in the room and I will tell you my experience. I started using mostly wp and it worked very well to any question or request I had but it's normal they are busy and have many guest staying sometimes the waiting period was maybe longer than wanted depending on the urgency of the request of course but again I understand they were full and it's hard to keep looking at a cellphone while during work but again for those few times I used the phone in the room, called and obviously they answered right away and helped me 100%.4.9/5 Last but not least, the transport to move around the island and how easy they make it for you is just text them, called them or visit them at the lobby and ask them for a taxi to go anywhere on the island and they get one within 5-10. Ask them for Rick who is the BEST TAXI DRIVER ON THE ISLAND! Amazing person and helps you explore the best places 5/5. OVERALL to the ROCK HOUSE RESOT TURKS...

When we arrived at Rock House, we found it absolutely beautiful, despite the construction. We were greeted by a number of friendly employees and taken to guest services to check in. We were offered a cool hand towel, water, and champagne as we completed the paperwork. Due to our flight change, we checked in earlier than planned, but guest services held our luggage, as they showed ​us​​​ around the property and eventually dropped us off at the restaurant to have breakfast.

POSITIVES- Employees were friendly and helpful. The property is stunning! I can’t say enough about how beautiful the property is. Everything is new and beautiful! Our room was spacious, clean, had a wonderful view, and all the amenities we needed, including complimentary water, rose​ wine​, ​a ​Rock House bag, and flips flops. I appreciated that breakfast was ​included in the room price​, there was a gym on the property, and beach activities with an attendant were available.

NEGATIVES- Getting around the island is pricey. I will not blame this on Rock House, but I do want to note that taxis are expensive, and prices are inconsistent. Rock House and/or Grace Bay Resorts should offer a shuttle that goes between their properties. It’s annoying that we had to pay for a taxi to go to a sister property. Additionally, because there’s no spa on the property, I was told I could​ book at Grace Bay, but that they couldn’t offer transportation. Another pain point was our shower. We had major issues with the shower temperature. It was either freezing cold or scalding hot, and this was our experience the entire trip. I contacted the resort regarding this, but unfortunately, they never followed up on the issue, until I reached out to a manager. The manager explained the cause and was very apologetic, but ultimately, the issue went unresolved. The restaurant- for a number of reasons. One reason is that overall, the food was just not all that great, just ok, which was unfortunate due to the prices. One night we dined for dinner, and my husband received the wrong dish due to the menu being incorrect. Thankfully, the manager came to apologize and comped the meal due to our trouble, but there were multiple experiences at the restaurant during our week that make it overall the most negative part of our stay. My final complaint in regard to the restaurant is that it was not clear in the hotel welcome letter that breakfast was only complimentary if you go to the restaurant. However, if you order room service, they charge full price for the same items, though their letter said a service charge. A service charge would make sense, as they don’t have a full room service staff, but to charge full price for the same food you’re serving​ for free/included in my room if I walk a few meters is outrageous. Due to the unclear language, the manager thankfully refunded us for the breakfast charged and apologized for the lack of clarity. ​Overall the menu didn't have many items for b/l/d and this is hard because it's the only food option at Rock House (we were told other restaurants are coming). ​Finally, my other negative is a bit of a positive as well. I love that the resort has an app where guests can communicate with staff. However, the response times are long, and the staff wasn’t great about following up.

Despite these negatives, our stay was wonderful, and I would absolutely recommend Rock House and I'd stay here again. I also hope that anyone reading this​ review gives Rock House some grace, just as we did​, ​given that this is such a new resort, and given the circumstances (we went right after hurricane Ian), they are doing a fabulous job. The resort and staff are amazing and we are so happy we chose Rock House...

Unfortunately our experience at Rock House was not great. For context, we are in our early 30’s and were celebrating our baby moon. We booked Rock House knowing that the hotel was relatively new but is a sister property of Grace Bay Club which has a great reputation.

The good:

beautiful pool area and views. close to the airport. grounds are well maintained. The property gives off an Amalfi Coast / Greece vibe. It’s all white with exposed stone etc.

The bad:

the property is under construction. They are building new phases above the existing rooms. This was not a huge issue by any means but I think it’s worth noting that there is construction going on.

the concierge/ front desk was not very friendly when we checked in. They didn’t go through our benefits and were just not a friendly bunch. The gentlemen that walked us around the property was very friendly and informative but that was really the only time we felt like we were at a 5 star hotel.

we ate dinner at Vida our first night on the property. It’s very expensive (which everything is in TC) and just nothing to write home about. You’re better off going to other restaurants in TC and getting drinks at Vida which we definitely did. The service was also slow. The staff was nice but the service was very slow. They also asked if we were celebrating anything and we told them we were. No expectations on getting anything for free but we figured it would be a nice gesture to acknowledge us and maybe get a scoop of ice cream :) The dining experience just felt rushed.

pool service was not good. Again, this hotel is basically all pool. The beach is very small and there are chairs down there but it’s small so the majority of guests hang out by the pool. We rarely had service at our chairs and when we did, it took forever. My wife ordered a smoothie that was all syrup and puree. She politely asked the manager when he happened to come by to remake the smoothie using fresh fruit and almond milk. He never brought back the smoothie and proceeded to have lunch with what looked like other managers of the property. We then ordered a pizza which was the best thing we ate on the property. The sever brought just the pizza over, no napkins, plates or utensils. I had to walk over to the bar and request this. Again, this is not the end of the world but if you’re paying $1200 a night, I’d think you want some better service? It also seemed like some guests around us were frustrated with the slow pool service. At one point, I saw a guest filing up the citrus water station with water bottles.

on our first day we went to the pool from about 11-4pm and returned to our room and the housekeeping had not made it to the room yet. Again, not a huge deal but a little disappointing to come back to a dirty room after being gone over 5 hours.

I went to speak with the manager in the lobby. I very politely explained my frustrations and not once did he apologize or ask if there was something he could do to help. At that point we decided to request a refund for our next two nights on the property which they ultimately granted.

-We ended up moving to Grace Bay Club which was far superior in service and it was a great overall experience.

In summary, the staff needs to be trained if this hotel plans to give a 5 star experience. The service was bad and the experience ruined the view. The managers of the hotel made it seem like I was bothering them with this feedback and we were a huge inconvenience.

We are glad that we switched to Grace Bay Club where there is a larger beach and amazing staff that was accommodating, friendly and made the rest of our stay...