313 reviews
Disappointing Elegance Club experience despite som
Unfortunately, our stay at Majestic Elegance did not live up to our expectations, particularly considering that we had booked the Elegance Club.
I want to start with the positive: we received excellent service in the Italian and French restaurants and at the bars. The staff there were attentive, friendly and professional.
However, one of our biggest disappointments was the Elegance Club butler service. Our butler, Gabriel, never properly explained the benefits and services included with the Club or even gave us the basic information needed to navigate the resort. We had to ask different people where to eat, how to get to the beach, where to get beach towels, etc. Some of the information he sent us by message was also incorrect.
For the first time at an all-inclusive resort, we actually worried about whether we would find somewhere to have lunch or dinner. We felt constantly dependent on information that was either unavailable or unreliable.
The restaurant situation made this even worse. The resort advertises a large selection of restaurants, but during our stay they operated on a rotating schedule that was never clearly communicated to guests. We would walk to a restaurant only to discover that it was closed, and then find a sign telling us which restaurant might be open instead. This became a frustrating guessing game throughout our stay. Rather than choosing where we wanted to eat among the restaurants advertised by the resort, we were often simply trying to find out where we could eat that evening.
The beach experience was equally confusing. Following the signs, we initially settled in the area marked “The Club,” which was also what our wristbands said. On the second day, a server refused to serve us because, apparently, we were in the wrong section. We moved to the Elegance Club area he indicated, only to spend the entire day without a single server coming by. There were also used glasses left behind from previous guests. Even the direct route to the beach was never explained to us — we discovered it ourselves on our fourth day. Until then, we had been taking a route also used by service trucks.
Our departure left an especially unpleasant final impression. Gabriel told us that our luggage needed to be collected from our room one hour before check-out to ensure it reached reception on time. We decided to take it ourselves, and it took us about 10 minutes.
At reception, our luggage was stored, but we were then told to sit outside on the steps and ask the arriving bus drivers ourselves whether they were our airport transfer. We eventually learned from other guests from our country that our bus had arrived. We then had to retrieve our own luggage and take it to the bus ourselves.
Meanwhile, the staff member responsible for our luggage ran after us mainly to cut off our resort wristbands and collect our check-out and luggage slips. His manner and the way he spoke to us felt intimidating and hostile. It was a remarkably unpleasant way to end a vacation.
What disappointed us most was not any single incident, but the accumulation of them. At a resort — and especially in a premium Club category — guests should not have to spend their vacation figuring out where they are allowed to sit, which restaurant is open, where they can eat, how to reach the beach, or how basic services work.
There were some genuinely excellent employees, particularly in the restaurants and bars, and they deserve recognition. Unfortunately, the lack of organization, communication and guidance overshadowed much of the experience for us.
We would not choose the Elegance Club again, and after this experience, we would not return to this resort.
