“You’re okay to go.” Those were the final words from the front desk associate when I checked out. It felt more like being released from jail than departing from a Luxury Collection hotel. There was no thank-you, no inquiry about our stay and no invitation to return.
The Laurus is a beautiful new resort with spacious rooms, thoughtful anniversary amenities, a delicious cake and complimentary minibar. Unfortunately, the service did not match the five-star physical product.
Check-in felt transactional. We received little introduction to the resort’s facilities, dining, spa or operating hours, and directions to Adventure Cove were minimal. Breakfast was disorganized: beverages took 25 minutes, hard-boiled eggs arrived instead of soft-boiled eggs, utensils were missing, and some food labels were misplaced. More concerningly, an associate could not confirm whether a buffet item contained seafood despite my shellfish allergy.
We also noticed carpet stains, a difficult lanai door and a bedroom lamp that repeatedly brightened and dimmed.
A few associates were genuinely warm, especially at the bell desk.
Management contacted me five days after I submitted feedback, apologized, shared the concerns with department leaders. I appreciated the response.
The Laurus has potential, but the service currently lacked the consistency, personalization and intuitive care expected from The Luxury Collection.