What to expect
- Sleep Quality
Last 5 reviews
3 star hotel masquerading as 5
Get ready this is going to be a long one! We decided to start our honeymoon in Reunion with a 3 night stay at this supposedly 5 star hotel. The bad and the ugly...... The check-in process was slow and disorganised despite the fact that it was pre-paid but we decided to forgive this as the hotel had just reopened after a COVID shutdown. Sadly upon arrival to our room we realised this was no 5 star hotel and things were only going to get worse. We booked a superior double room only to get what we see as a standard room in a 3 star hotel. We even told the hotel that this was our honeymoon but this information seems to have just been ignored which left us feeling very disappointed. In the room, the mini bar fridge was in a very poor condition with a door that was obviously broken and was only stocked with a bottle of water. The curtains were torn, floor was dirty leaving black dust under our feet if we walked barefoot, the main door was damaged and the bathroom was dirty. When we used the shower we needed to line the floor with towels as a fountain of water streamed down the side of the bath. There was damp and mould damage in the bathroom and the shower itself was broken making it just a headache to have an efficient shower. Surely this is something basic for a 5 star hotel to provide. We had dinner once at la plage and breakfast once at the hotel which was accompanied by the local dogs and cats freely roaming around the tables as we ate. The waiters and waitresses completely ignored these uninvited guests who could have been sharing their fleas with the everyone at dinner. As we had an early hike we ordered a breakfast box to takeaway and even this simple request left us thinking the local sandwich shop or patisserie would have been better. The hotel packed a fruit salad and all its juices into a cardboard box which leaked onto the backseat of our hired car. We decided to enjoy the lovely swimming pool each evening and even this left us wondering where we were. The floor of the pool was missing some tiles which could have hurt someone. The sun beds were made of cheap plastic, old and in obvious need for replacement. We tried to enjoy some drinks at the pool but these took 30 minutes to arrive and we never got the tasty snacks everyone else got with their drinks. After this we decided to take our own snacks and drinks. The good... Do try the ice cream by the pool we really enjoyed this and found their portions generous. The hotel location is good giving you a good base to explore this area. The swimming pool was nice and big which was good as once it got busy there was enough space for everyone. Conclusion... Check trip advisor before you book....we wish we had done that and not wasted our honeymoon money at this hotel which is obviously outdated and not in touch with the real world of international level of hospitality. Sadly nothing luxurious about LUX* who have awarded themselves 2 stars too many. We don’t see ourselves ever staying in any of the LUX* hotels as once bitten, twice shy.
We've stayed in the hotel from 22nd of october to 1st november. Upon arrival we had a very warm welcome by a receptionist who also offered us the breakfast as we arrived quite early and our room was not yet ready!! Staffs were very friendly. Breakfasts,lunch and dinner really very good. But somehow the hotel needs a good renovation !! The first room we got had a problem in it's AC and bathtub. But thanks to the reception we were transferred in a better room with a more beautiful view of the ocean. But even in the second room, there was some maintenance problem, like the bed mattress and the pillows were not too comfortable, the door of the wardrobe was quite hard to open. A good renovation and the hotel will be worth its 5 stars🙂
Go without any hesitation
Great hotel, one of the best of the Island. The team was amazing, we spent a nice stay with our young baby for our summer holidays. The beach is one of the most beautiful in la Reunion. The pool is also huge and world-class
standard below Mauritius
It stays in my memory that hotel staff was extremely helpful and doing all its best to assist us with booking via phone. Unfortunately, they are understaffed and overburdened with guests which contributes on arrival to long cues on reception. In all, the hotel is not well maintained. Our TV did not work and after a very friendly and helpful technician arrived to fix the problem doing all his best, we only had 3 TV channels. The hotel room was of respectable size but with a strong perfume odour causing headaches to my wife. Some parts of the room were not quite clean and neither were some minor parts of the shower in contrast to places I visited in other parts of the world. There were small broken parts of the interior of the shower, a sign that the maintenance is not on the top. The whole design of little compounds spreading around the park area of the hotel resembles more of specially designed tourist mini bungalows and does not merit the label of a 5 star hotel. However, we don't know how the rooms present in the main building. We only had breakfast in the way of an open buffet which was very mediocre for the price we payed. Although we came early, lacking food was not quickly supplied in the buffet and we only had limited choices for a long time in the morning. The pool is large and a nice part of the hotel. Also very positive is the direct access to the beach. A big problem was to obtain a parking lot within the hotel compound although there were more than enough places. However, it seems that with bookings for the restaurant from outside guests, parking lots get quickly filled up. But also in this case, like mentioned earlier, hotel staff is very helpful to find a solution. In general, I agree with the points of many reviewers who just gave an average like me. It was interesting to observe that we encountered only 1 German couple which tells a lot about the hotel's reputation among German tourists who are the biggest group of foreign tourists in the Island. (NB: I heard that for a short period Germans even outnumbered French tourists from Mainland France). In summary: the expectations are more than desirable and leave much ground for improvement to attract better feed-back from clients. The staff is very nice but the hotel management seems to be lacking inside of what is going on. The Island is gorgeous and offers great potential to attract many tourists. However, hotels like this, expensive and bad value for money leave many guests with the idea better to spend their holidays in neighbouring Mauritius. What a pity to draw this conclusion.
Good service but very disappointing stay nonetheless
We stayed here for a week in a family "suite", basically two interconnecting rooms. The island is absolutely gorgeous and we rented a car to do day trips most days, and that was the main reason for visiting La Réunion. Nevertheless, as a regular Lux* client, having stayed a few times in Belle-Mare and in South Ari, we were expecting so much more from the hotel. It was a major let down. The rooms are small and very dated, with a musty smell and awkward wardrobes that couldn't be opened easily. The hotel is situated on probably the most beautiful beach of the island, one where you have to swim less than 50 meters to snorkel with fish, and yet doesn't have a watersports hut where customers could borrow a canoe or a paddle board (although management indicated to us they would happily arrange for us to rent such equipment from a business nearby). The main restaurant has a distinct office canteen feel with lacklustre options and no attention to detail in setting or serving options (the beach restaurant is much better). The pool is gorgeous but is missing a good portion of its tiles, which is not very safe. There is a public parking lot by the far end of the resort which is apparently used by campers, so we had to complain about the rave party like music one evening and thankfully the manager on duty that day was able to sort it out by calling the police. The grounds are beautiful, but again lack maintenance: there were loose tiles on the pathways, the routers dotted around the gardens to try unsuccessfully to boost the WiFi signal had clearly seen better days, with parts fallen off and dotted on the lawns... Another issue is the hotel is clearly trying to supplement its revenue streams with numerous noisy events being organised in the meeting rooms and adjacent restaurant and bar, and providing a pay as you go beach lounger option to external guests, meaning if you show up early afternoon on a week-end after visiting one of the nearby volcanoes, you will find yourself unable to sit on a lounger anywhere for a while... In my experience, the service and the staff are the best thing about this hotel. Most of the staff were trying their best to help and make our stay pleasant, and when we pointed out what was disappointing to one of the members of the team they listened and asked if there was something that could be done to improve our stay. That said, arguing that staff costs in Réunion are high so it is justified to offer 3* level accomodation when the customer is paying the same as 5* in Mauritius is not the best argument I've heard: maybe Lux* could invest a little more in order to provide the 5* luxury people expect, generating lower margins whilst that is being sorted? Just my two cents. The only exception to great service were the staff at beach hut, where I was repeatedly asked if I "really" needed four beach towels (yes, one for each member of my family thank you) and at the pool bar where despite numerous tables being constantly vacant noone could help us find a place for lunch. It was much nicer to be chatting amongst themselves and with their friends who'd walked up from the beach than to help customers. All in, we appreciate that the Lux* is operating a different model from its other properties here, but charging and marketing it as 5* feels a little like a cheat.
© TripAdvisor 2021
These reviews are the subjective opinions of individual travellers and not of TripAdvisor LLC nor of its partners.