My husband and I just returned from the Marriott Frenchman's Reef. Hmmm...where do I start with this? Let me first say that I am a Marriott Gold and have stayed at alot of Marriott properties, so I did have some high expectations of the good service/amenities that typically go with a Marriott. BUT.....First, I'll bullet point the good:
-beautiful location. There can't be a more beautiful location in all of the VI's and the weather is perfect, day or night.
-Room 1658. We had an amazing corner room with balcony on the sixth floor-view of Morning Star beach, ocean and harbor. Wow. It was amazing waking up every morning. Would not have changed rooms with any other. Try to request this room.
-Amazing pools. Plenty of lounge chairs, two infinity pools...perfect.
-You MUST try a smoothie in the snackshop. I had one every morning...best smoothie I have ever had....really.
-Great italian buffet in Aqua Terre. I thought it was good, my husband thought it was great.
-My husband loved the conch chowder at Aqua Terre. Had it two nights.
-We never felt the need to leave the resort. We left once to simply check out Charlotte Amalie and wished we would have stayed at the resort.
-Received exceptional service and attention from Roberta, Zane and Danielle.
Now for the bad...
-the lobby needs renovated. Bad, first impression.
-we arrived on Monday at 3:00. We were told our room was not ready ( I was prepared for this from all the negative reviews), so we went and had lunch/drinks at Sunset Grill. At 5:00, our room was finally ready.
-Towel cards. They give you towel cards, so that you can get towels for the pool. Then you get your card back when you return the towel. What a hassle. And each time you return your towels, they harass you about a timeshare.
-The pools are amazing and everyone is enjoying them, but there was never a bartender walking around to take drink orders. (They lost a potential minimum of $100 from us by not offering it). You would think a resort, such as this one, would realize the profits that could be made with a little effort from staff.
-The cost of things at the hotel is pretty high, but you are on vacation.
-The majority of people working at this hotel appear to not like it. They, for the most part, appear indifferent and unhappy to be there.
-The adult-only pool is NOT adult-only. Both times we went to this pool, there were children there, Once, two small children were eating lunch at the swim-up bar! Really...are you kidding me? This was unacceptable in my book.
-There were small children in the lounge in the evening, as well. When I discussed this with the bartender, he told me that there wasn't much they could do about it. I disagree. I realize that this is a family resort and not an adults-only resort, but shouldn't children be kept out of the adult-only pool and lounge?? If you are looking for a romantic location - look elsewhere.
-Stay out of Charlotte Amalie unless you are looking for jewelry. Too many people and too many pushy jewelry salespeople.
-We ate at Gladys Cafe in Charlotte Amalie. It was just okay. I can't believe this place is listed as a go-to in Frommer's. Don't bother.
-The day before our last day there, I requested an early check-out. They told me to speak with a manager the morning of my check-out. That morning, I knew the hotel was busy, but thought as a Gold Member they would allow it. I went to speak with the manager at the front desk, Robert. I politely asked him for a late checkout and he told me that he could not accomodate my request. I asked him if we could simply have the hour we lost at check-in and he would not even agree to that. He told me that hotel had a "contingency" plan where people checking out that day could share a room to shower, etc. No thanks. This was very disappointing as our flight was not until 5:30 pm. It made for a very long day to say the least and was not the service I typically receive from Marriott.
-Service at the hotel takes a long time. Expect that and you won't be disappointed.
-People are always at the front desk complaining. From conversations with other guests, I felt like 50% of the guests there were disappointed in the hotel.
So, would I recommend this place to friends?? Maybe, but I'd want them to read the reviews first. Would I go back?? I'm not sure, but probably not. There are many more Marriott properties that are beautiful and have better service. It is really a shame that the service isn't better, because the location and rooms are amazing. As far as my rating goes, I wish there was an option to select "good". Because it was better than average, but not on the "very good" level.
- Marriott Charlotte Amalie
- Charlotte Amalie Marriott
- Marriott Frenchmans Reef
- Frenchmans Reef St Thomas
