After a recent stay, here's my new review!
We stayed here for two weeks with my wife and 10 month old infant. It was my second stay, my first back in 2008. On arrival there was only one person ahead of us at the reception and we were quickly seen. I am an HH Gold and although wasn't expecting it as I thought this would be a busy hotel, was upgraded to the executive floor and free internet in the room. That said, I have mixed feelings about the executive lounge and will add that later.
Location:
I have to say that I like the south coast, I think the West Coast is greatly overrated and the beaches have been rapidly eroded over the years, although the hotels themselves tend to be much better. The big beaches of the south coast like Carlisle Bay are a hidden gem - well from tourists anyway. The Hilton beach is also very nice although not great for swimming as the sea tends to be quite rough. Equally the location is not great if you want restaurants or bars nearby, although in truth the West Coast isn't much better and you can get a cab down the road only a mile or so to find quite a few choices. I've never been a fan of Bridgetown - it's always been run down, but you are certainly within walking distance or again a quick cab. But if walking beware the complete lack of sidewalks/pavement.
Pools:
3 pools: one main pool, one small toddlers' pool, and one infinity pool. Plenty for everyone and rarely gets busy in the pool (bearing in mind we went in Nov/Dec and outside of school holidays), although the poolside itself can get very busy. I was a bit annoyed that the children's pool was surrounded by people who gave dirty looks when the children made noise - why sit there then??! Never understood this. I'd also say that by taking up all the chairs around the children's pool it also meant that some families couldn't sit there - there are two OTHER pools.....otherwise the pools are fantastic and my little boy loved it. If you want a quiet swim head up to the gorgeous infinity pool and deck.
Service/Staff:
On the whole by far they were absolutely brilliant (a few exceptions coming up). A change from our stay 2 years ago where they were all pretty miserable. Staff in the executive lounge and the poolside restaurant/bar were especially friendly. They were all so wonderful to my family and especially my little boy that I couldn't have enough praise for Hazel, Gillian, 'Hightower' and the others. They certainly made the visit. That said a couple of one-offs: one of the beach attendants refused to put up a parasol for my baby to play under as he said there was a spare chair already. I explained that it was right next to a couple who might not appreciate it and there were some spare slots still available. He still refused which made me annoyed, so I just walked off. Similarly, in the Lighthouse restaurant the staff were very slow and surly, didn't like us taking a baby in and even stood by (the maitre d and a waitress) and watched my wife struggle to get the pram up a small set of stairs at the entrance without helping (they weren't busy either). If only they could be like the others...
Rooms:
The room was very nice, quiet, high ceiling, sizeable bathroom and immaculately clean every day. We had a fantastic view over the ocean. Air con worked a treat, and we were allowed to use the minibar to store the baby's medicine and milk. The door key was often a pain and we always had to try several times to get them to work, but we got used to it. Again, all the cleaning staff and turn down staff were fantasticly friendly. Never a problem with water bottles, linen, towels etc. Must say though that one of the beds was very hard and left me with a bit of a bad back some mornings.
Food/Restaurants:
Awful, and in fact is worse than when I stayed 2 years ago. Amazing when this is such an easy fix for management - makes me wonder whether they really care......
Price-wise it isn't actually bad for a hotel or restaurant, but the quality is very very poor. I tried all three restaurants and they were all equally bad. It's a shame there's nothing else nearby as you are rather stuck. If you fancy a good meal, head down the road to Mama Mia's, 39 Steps, or one of the bars like Bubba's. Alternatively, there's a great shack just outside the gates that serves awesome flying fish burgers. In fact we almost took one in to show them the difference with their own flat, meatless, dry, boney, overcooked version. It would make such a difference if the hotel improved this one thing.
Executive Lounge:
Not convinced at all and although nice to be upgraded (I paid the previous stay), I don't think the extra cost is worth it. This is also very much a business hotel and having a baby got us lots of dirty looks - even though he was good as gold. Why can't people get over it? The lounge was also taken over many afternoons by large groups of business men that left little space to sit and have a tea. Clearly, this is one of those areas where families and tourists and business men are never going to make ideal companions. Not sure what the answer is here. The EL staff themselves though were brilliant, loved them. Drinks are no longer free at the honour bar, and the nibbles are gone almost immediately as greedy guests stack their plates as if it's a buffet - very rude and annoying. I arrived 20 minutes after opening one evening and there was nothing left, yet one couple had 5 empty plates and one stacked with food still on their table...this was quite typical.
Overall:
Hmmm, on reading back I think it reads a little negative but I think one tends to concentrate on the things you didn't like. In truth, we had a great holiday and would go again tomorrow, there is so much to like and a big thumbs up for (the vast majority of) the staff, the cleanliness, the family friendliness, great beach and pool. Sort out the food (please please) and the exec lounge and this would be an incredible hotel. Alternatively to the exec lounge, perhaps offer families some other kind of packages/area?