6/10 Okay
Elisse
Jul 1, 2025
Liked: Cleanliness, amenities
This hotel has all the makings of being a great hotel but unfortunately misses the mark in most senses. Whilst the beach and buildings are attractive in nature, the hotel is more of a 4 star in my opinion. If you’re looking for personalised service or a level of luxury Sugar Beach is not for you.
The reception staff are unhelpful an demotivated, and there’s a level of chaos with most the staff in the buffet restaurant, booking and concierge team. Wasim the head of concierge is the only saving grace here and goes above and beyond to rectify the numerous issues that arise.
Things the hotel need to do to get the level of service expected from a 5*
-training of rude and incompetent reception staff
- Stop advertising ‘afternoon tea’ when it doesn’t exist - only pancakes
- Educate the spa staff on having less of an opinion on medical issues they are unaware of
- Sort the chaos in the buffet restaurant
- Stop garden work including tree strimming at 7am in the morning. Start post 8am
- Be less stingey on all inclusive items, including the embarassing mini bar of Doritos and alpen bars only
- Renovate the pool areas, regrout and clean the tiles
- Have beach service
- Prevent the incessant sellers on the beach bothering you every 5 minutes
Things the hotel does well
- Stunning sunsets and a nice beach
- Rectify issues and complaints
- Wasim Head of Concierge
- Service and staff in Buddah Beach and Mare Mare
-towel staff
Elisse
Stayed 5 nights in Jun 2025