Just did a 4 night stay at the Southampton property. We are platinum members and used two complimentary nights (me and my husband combined) along with a suite upgrade, so we ended up with a junior ocean view suite.
Overall stay was great. A few problems I had:
- the "guaranteed" platinum amenity was not in our room when we checked in, I waited until evening time before inquiring. Long story short, I inquired 4 times over 2 days before receiving something (at some point one of the guest services staff said their plat amenity is free water..?! but in any case, at that point in time, I still did not have free water). Finally got a half bottle wine and fruit & cheese plate but fruit was actually molded (almost made me wonder if they found me annoying so they gave me bad fruit)
- resort shop didn't carry baby essential items.. well, this didn't ruin my trip but I was surprised since I was a few diapers short.
- check your final bill carefully if you used a bunch of certs! We used a bunch of certs and they made a bunch of mistakes. Our complimentary nights had taxes and fees of about $100 per night applied (they did remove it after we pointed it out). Our "local dining experience" certs were not redeemed properly... spent some time fixing it, and now (2 days later) my husband still noticed incorrect charges on his credit card.
The good:
- suite was spacious and very comfortable
- staff were mostly very helpful, especially at the restaurants!
- food is expensive (but I expected that from Bermuda, so I was not surprised) but very impressed with quality and taste of food. Kids under 5 eat free and they were very generous with portions (I had to ask them to make smaller plate for my daughter who was only going to eat like half of the food!)
We also checked out the Hamilton property and glad we chose Southampton. Hamilton had very nice modern looking rooms (we saw some when we walked in the corridor) and a very beautiful infinity pool. But the hotel is not near any beach, and the lobby felt smaller and more crowded (Southampton really and the resort feel). We are happy with our stay, albeit the few problems.