BANANA BAY RESORT

Bellisimo hotel, completo, impecable, la cama muy cómoda.

Decepción total con este resort . Somos unos clientes q regresan y esta vez con amistades para celebrar el cumpleaños de mi esposo . Empezando q reservamos 3 habitaciones con vista al golfo nos dicen en la mañana revisando el sistema q todo está bien pero q el check in no es hasta las 4pm y a las 5 pm nos llaman porq no habían terminando de limpiar y nos dicen q una de las habitaciones de nuestros amigos no está disponible q estaba sobrevendida . Luego reitero no es la primera vez aquí y lo q más nos interesaba era usar la rampa para bajar los Jetski y efectivamente habíamos llamado antes de reservar y el servicio seguía disponible incluso en front deck nos dicen luego de pagar el parqueo de 70 dólares por noche de cada Jetski q ya podíamos usar la rampa . Nos dirigimos a la rampa y la señora Dori de Dock Máster con una actitud muy grosera comienza a gritarnos y muy molesta nos niega el acceso y dice q ese servicio ya no lo ofrece el resort q teníamos q ir a la rampa pública , nos dirigimos a front deck y allí nadie sabía nada de este cambio y en cada turno confirmamos q nadie sabía porq todos nos decían q si podíamos usar la rampa .
Luego esa señora nos empezó a vigilar aparentemente vio a alguien con un vaso y fue a decir q era ron donde pudieron comprobar q era totalmente falso no entiendo esa actitud hostil de ella .
Me sentí tan decepcionada q decidimos hacer el checkout un día y una noche antes no podíamos seguir en un lugar donde hay tanta desorientación ,desorganización y no les interesa el bienestar de sus huéspedes ni respetan reservas ni servicios q te aseguran ofrecen .Nadie ni siquiera preguntó porq nos estábamos hiendo claro ahí a nadie le importa de todas formas ya la reserva completa se había cobrado .
Solo agradecer a Maikel y Pedro creo personal de servicio o mantenimiento q fueron las únicas personas de este resort q nos trataron como debe tratar un anfitrión a sus huéspedes .
Nunca más regresaremos y todos se llevaron la peor opinión, una pena q no valoren a los clientes .

Hotel was ok for the price. “Good”

Chairs on porch were broke, asked to get new ones so we could use the patio. “Never happened”
No food at the resort, had two bars but one was never open, the bar down by water was open every night but not much of a selection. The grounds is very dark at night, and could use a real good cleaning as it’s very dirty. Pool is big, hot tub is small but was very warm.

Lastly if it wasn’t for Eric the bartender at the point bar, this trip would have been even worse. He was atleast friendly and very accommodating and helpful with giving us ideas to do while down there in Marathon.

To say we were dissatisfied would be an understatement.
The first piece of advice I would give is do not be like me and read the reviews and give them the benefit of the doubt and tempt to book with them anyways.
It takes roughly 12-13 hours for us to drive there - we called the day before to request an early check in. I was advised by the female I spoke with we could come early and let them know we were here and relax by the pool and they would call us when our room was ready.
Wrong. We get there and the rude employee was so lazy and very unhelpful - mind you we traveled this time with a 4 year old. We went to the front desk multiple times to see if the room was ready but the employee continued to sit on her phone and state over and over again “no check in until 4” despite what we were told the previous day.
Finally at 4pm we were able to check into our room. However when presenting another worker who actually checked us in with my card for payment I was very shocked when I noticed an extra $200 was added to the total - I requested to know why I was not advised of these charges at the time of booking. The worker advised me it’s a $50 deposit which we will get back and a $48 a day “resort fee”.
Months ago when I booked this they took a 350$ “deposit” so I’m not sure why they needed another $50.
And to the resort fee… $48 A DAY… for what? Access to pool towels which people bring them with anyways?
The poolside tiki bar was not opened once our entire stay. The pointe “bar and grill” was a shack in the sand that did serve amazing Pina colada's however where is the food that is advertised?
Breakfast was a white cardboard box that contained 1 frozen waffle, 1 frozen egg, a container of OJ and a small yogurt. Not appetizing at all.
We decided we would check out early seeing as this was a very disappointing stay for us.
Low and behold when I go to check out and I am handed a receipt there are $800 more worth of charges and for what? The employee when I checked out was the same employee that refused to check in early. She was only concerned about sitting in the chair in the corner on her phone and providing the least amount of customer service as possible.
There was a bit of a language barrier making it very very hard to understand where all of these extra charges came from.
I am really looking forward to speaking with their manager for an itemized receipt.
Please take it from someone who just wasted nearly $2000($1700) on this “resort”
DRIVE 5 minutes down the road and stay the the Courtyard by Marriott - the bar and restaurant were actually open and the service was amazing. You will also receive a real breakfast and employees who seem to actually have the drive to preform their job duties with enthusiasm.
0/10

Attentive staff and clean rooms