Booked a stay at Atlantis The Royal and was disappointed by unclear policies and poor customer service. The hotel included free water park passes for the 3 unnamed guests on our reservation, but when 2 non-registered family members tried to use them, we were charged extraāeven though nowhere was it stated that passes were non-transferable or limited strictly to named registered guests. The manager was dismissive and sarcastic when we asked for clarification, which made the situation frustrating.
Additionally, free breakfast was included but not mentioned at booking or check-in, so we missed out on two of four breakfasts. For the price and reputation, I expected clearer communication and better hospitality. Hopefully, the hotel improves transparency and guest relations going forward, as well as issue us a refund for extra water park charges and missed breakfasts. At the time of this writing, they still refused to give us this refund.