This is a good hotel which has the potential to be a great hotel. The setting on Marigot Bay on St Lucia is excellent. The accommodation blocks are largely wood framed and arranged up to three high on the southern side of the inlet in lush, well- kept grounds. There are no lifts on site so there are steps and this may prove to be a barrier to those with mobility issues. This stay was booked via TUI 146 days in advance and three things were communicated at the time: 44 Wedding Anniversary Milk Allergy (Jonathan) As few steps as possible to room (Dawn who is registered disabled and often uses a stick or sticks to get about) All of these things seem to have been a revelation to staff at the hotel. We arrived at approximately 5pm in the afternoon on 2 October and at check in all three things were relayed to staff (again). We were allocated room 912 which is effectively a first floor room which was ok as it had both a view and fewer steps than a second floor room. Unfortunately, we were shown to room 712 and unsurprisingly the female staff member could not get in with the key programmed for 912 so went away to get it reprogrammed. They were never seen again. After a very long day including a 9 hour flight we the need to get into the room and to use the toilet was acute. Fortunately, whilst trying to find a toilet I bumped into Kevin (who we subsequently learned works in the shop at Hurricane Hole) carrying our suitcases to 912 and he let us in. Not a great start. At check in we had been advised to attend an orientation meeting at 11am next morning, 3 October. We did so promptly, but it was not until 11.20 that anyone showed up to conduct the tour. I expressed my frustration about the check in fiasco and tardiness of the orientation to someone from the reception team, who offered us two hours in the spa, which was subsequently arranged for Monday 5 October, which was our anniversary. During our orientation which was conducted by a female member of staff and Kevin the turn down service was highlighted to us, having been omitted previously. We agreed to this and it happened on 4 October. We agreed to have our sheets and towels changed every three days. During our orientation I asked if the hotel had any super glue to fix part of a Scrabble game we play around the hotel which had been broken during the flight. “Yes, we will find some”. Nothing had materialised by our departure on 16 October. App During the orientation we were advised that the menus are updated at 11pm each day. I haven’t noticed any change in the menus during our stay. It was frustrating that the app does not have the ability to book a table and that all bookings require a call to reception or a visit to the concierge. The app was useful in providing feedback on different aspects of our stay, but I find the 250 word limit frustrating hance this e-mail. Catering On 3 October Darius (? – I think his name is actually Rohan) the restaurant manager introduced himself to us and said that he would ensure that there was alcohol free champagne available in the bars for Dawn who does not drink, and that there would be some dairy free deserts/cake at Coco Café. We also explored the merits of the Rum Cave Experience from a dietary perspective as follows: no point in Jonathan attending if all the food contained milk, and no point in Dawn accompanying him if there was no alternative to rum to drink. We were assured that the food would not contain milk and that some drink such as tonic water would be available for Dawn. Rohan said that non-alcoholic ginger beer would be made available in the mini-bar for Dawn, and this appeared later on 3 October along with a large quantity of bottled water which was most welcome. On 4 October we booked the Rum Cave experience for 7 October at 6pm. Feedback: Karla worked hard to provide a quality, interactive experience to the four couples who attended. That she had to personally leave the group to collect the food for each of the six courses detracted, especially course 5 (empenadas), which took 15 minutes because apparently the first batch were burned. The adaptations for someone with a milk allergy were excellent (so I ask myself I you can do it for this experience, why can’t you throughout the hotel’s catering offer?) On 4 October we booked dinner at Driftwood for 6.30pm on 4 October (5 October when we wanted it, not being available.) The Australian rack of lamb and plantains were delicious and were accompanied by the previously promised alcohol free champagne. Sadly, none of the deserts were dairy free, nor were then any at Coco Café as we had been led to believe. Staff were able to come up with plates of fruit which were lovely. On 5 October Darius provided me with 3 x dairy free strawberry tarts which were excellent. Almond milk was available at breakfast, but had to be asked for each day. I find it boring to have to repeat myself to the same staff day in day out. In my view this shows a lack of attention to detail. This improved from 13 October following a direct conversation with Philipp Wiener, General Manager, at breakfast. He acknowledged receipt of my detailed e-mail of 10 October and arranged two complementary meals for us – Driftwood on 13 October and dining meal for two on 15 October. On 6 October I saw Rohan again and he said that he was working on getting me some carrot cake. 10 October – no sign of it yet. On 8 October I visited the Hurricane Hole for lunch and had a steak sandwich, minus cheese. This was excellent. I visited Coco Café seeking a dairy free cake and was told that none of the delicious looking cakes was dairy free, including the banana bread. I provided a 1 star review on the hotel app. No response. 8 October attended themed buffet in the 1461 restaurant and staff were very helpful in guiding me through dairy free options. All of the deserts on display contained milk, but a staff member sourced a dairy free chocolate brownie which was most welcome. 9 October 1461 no dairy free deserts. 10 October Coco Café, no dairy free cakes. Hurricane Hole lovely meal. 11 October Coco Café, no dairy free cakes. Hurricane Hole breakfast was lovely. Saw Rohan again and he asked how things were, and I highlighted the lack of dairy free deserts. He said he would ensure there was something in 1461 that evening. There was a lovely individual apple crumble for which I’m very grateful. 12 October Coco Café, no dairy free cakes again so I gave a 1 star review on the app. Lunch at the Hurricane Hole was lovely. Saw Rohan again and he said that there would be a dairy free desert at dinner which there was. Again I’m very grateful for that. 13 October bumped into Philipp Wiener at breakfast and highlighted my feedback e-mail of 10 October. Ask if he had received it. He confirmed that he had and shortly afterwards offered us a free meal at Driftwood later that day, and a romantic dinner for two on our last evening 15 October. We accepted. 13 October free dinner at Driftwood was lovely and included a dairy free desert. 14 October dinner at Hurricane Hole was lovely and I had a fruit platter for desert. 15 October free private dining experience near the 1461 restaurant. This was a lovely experience and some effort had been made to provide dairy free alternatives during each course of the meal. This was greatly appreciated. Overall – the quality of the food during out stay has been excellent. Le Bateau the Hurricane Hole at lunchtimes have both been very good. My niggles are about dietary requirements, in my case a milk allergy. Staff have clearly been trained to ask about allergies and they do so, but then fail to follow through e.g. serving bread with butter at pretty much every meal – no margarine offered. Fortunately, Chefs are better at making adjustments – boiled potatoes or more vegetables instead of creamed, mashed potatoes or omitting cheese and cream from burgers or tortillas. The Achilles Heal seems to be deserts. There is a wide range of wonderful looking cakes in the Coco Café, but all contain milk. Over 14 days I’ve repeatedly asked the question about the availability of a dairy free or vegan cake, but have been continually disappointed. I’ve provided feedback verbally and via the Hyatt App, but nothing has changed. Sometimes a pretty tasteless an alarmingly fluorescent green lemon sorbet has been available, but that is all. What is most frustrating, is that with some prompting via Rohan, I know that the chefs can prepare excellent dairy free or vegan deserts and have enjoyed these in Driftwood, 1461 and the Rum Cave. Service On 4 October we visited the beach at 9am. The boatman was late and when we arrived there were no towels for the first hour or so. Staff were friendly and apologetic, but the first impression wasn’t a good one. 5 October room cleaned in the morning, and turned down in the evening, but minibar not restocked including request for diet coke. 5 October I used the app to request diet coke in the minibar of room 912. I received an acknowledgement message on the app, but the minibar was not serviced on 5 or 6 October. 7 October I requested diet coke in the minibar again and highlighted the lack of service since 4 October. 20 minutes later at 07.05 a delivery of diet coke, water and sprite appeared, not at 10.00 as requested. 8 October we visited the beach at 9am. Again the boatman was late and completely unapologetic, but there were towels this time. 10 October at about 8.30am after breakfast sought towels to sit around the pool. There were none so I approached reception and some appeared about 10 minutes later. Attended The Cove at about 12.05. No plates, bowls or spoons from which to eat the food prepared. The food quality was excellent, but the lack of equipment was frustrating for staff and customers. Rashida who works here, at breakfast in 1461 and at Le Bateau works hard and is attentive to customers. Following my conversation with Philipp Weiner on 13 October other staff have been found to me more attentive. Activities These seem to be very low key, but I did attend the aquafit session on 12 October with Markeem who was very good. He noticed an old shoulder injury and encouraged me to visit the gym for some exercises to help with this and I took him up on this offer in the following days. I found his approach to be friendly, helpful, encouraging and beneficial. Excursions 4 October we asked the concierge to book the Bean to Bar tour on 9 October. We attended this excursion which as excellent in all respects. For the first time during our stay we felt like valued customers. Spa 5 October Spa, 2 x 1 hour Swedish massages (compensation for check in experience) Excellent. Delivered by two very skilled ladies. Entertainment. Singers on 2 and 3 October were good. Missed the pan drums on 4 October. 5 October male singer was ok, but seemed to mumble his words. 6 October female singer was ok, but again seemed to mumble her words. 7 October – at Rum Cave so missed entertainment. 8 October fire dancers were excellent. The DJ managed to keep most people off the dance floor with his music selection. He did play two requests for me which got other people up dancing, but then returned to his set so people sat down again. 9 October - country and western singer was good, and seemed to go down well with the mainly American audience, but speaking personally most of the lyrics to the songs were depressing – my dog died, I lost my job, my wife left me and the kids are hungry. Hardly “fun for all the family”. 10 October- pan drums performance was very pleasant. 12 October – female singer was fine. 12 October – booked in for aquafit class, but was the only attendee. Markeem was great, identified an old injury in my right shoulder and offered some 1:1 exercises in the gym which were delivered on 13, 14 and 15 October. 13 October – female singer was fine. 14 October – no entertainment, though the Ap said it was fire dancers. 15 October – fire dancers again and a much better range of dance music was played. Maintenance. The resort looks tired in places. In our room (912) one of the two hand basins is badly cracked- it works and isn’t worth arguing about, but doesn’t look great. Most of the cushions on the ferry to the beach were torn and split. Again it works, but looks tatty. The outdoor cushions on our balcony were torn and showing their inside foam. In the public areas several lights were dead or flickering. Again, they work, but only just. The pool volleyball has lost its outer shell. Again it works after a fashion. On 13 October a new volleyball was noticed around the pool. On 5 October I switched the outside lights on during heavy rain and that caused the lights in our bathroom and wardrobes to trip plunging us into darkness. This was reported to the concierge and the breaker reset in about 90 minutes. I was advised not to use the outside light…. In contrast the grounds and pools seem to be very well maintained and air conditioning, and appliances in our room all work. The free Wi-Fi works well throughout the resort. The room air conditioning works well and the room has been cleaned and turned down daily.

Hotel felt like a small village in the rain forest. Plenty of places for food and drinks but the menus felt a little boring after a few days. Pools great, swim up bar excellent and staff were helpful and friendly

Be aware there is limited things to do around the area unless you have lots of cash for trips and taxis, as TUI didnt do trips from the hotel we looked as hotel trips and these were far too expensive

It is advertised as 5 star and falls below expectations on this. General appearance somewhat tired. Basics such as regular towel, showering amenities, mini bar replenishment was lacking. Attitude of some staff was offish bordering on rude.

Hotel is in urgent need of updating