What to expect
- Sleep Quality
Last 5 reviews
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.
Such a shame...could be much better
After 3 visits at other lux hotels in Maurice and the Maldives we were expecting a similar level of standard in La Reunion and what a disappointment- yes the location is really good, the garden is beautiful and the beach is nice (beautiful lagoon with tropical fishes so close) . But the facilities are definitely worth of 5 stars (at best 3/4 stars). The reception area seems to be the only place that has been refurbished. The rooms (we had 2 joining rooms) are fairly small (the bathroom is really small) with a real lack of interior design and not well maintained (why are the room numbers written in the interior of the cupboards) the other areas of the hotels are also a let down with a lot of broken tiles in the alleys and into the pool. The Play area is nothing to the standard of the others we saw in the the other Lux hotels - it looks like a not maintained area with limited playground. The food was overall good but why not offering a variety of beautiful local fruits. The main restaurant area is really not very appealing . I think it is a real shame as with a bit of building work and interior design, this hotel could be on par with the other hotels of the group. And La Reunion is an incredible island which deserved to be visited.
Not Five Star
This hotel is advertised as the only five star beach resort in Reunion. We've stayed at many five star hotels around the world and this one is definitely not in that category. We would rate it no higher than three star. The rooms are tired with dated fixtures and fittings and mould around the bathroom. Apart from the reception staff who were very welcoming, the service from others around the restaurants and bars can only be described as indifferent. We stayed on a half board basis and the food in the included restaurants was a buffet option which had a small selection of poorly presented offerings. This gave us little option but to visit the chargeable restaurants, the Orangine being a particularly good one, but this resulted in a hefty additional charge at the end of our stay. This charge was further inflated by spurious additional sums being added in error. We had to check all of our meal receipts against our final bill on check-out to identify the many incorrect additions, which wasted much time. The one great positive for the hotel is its location, being directly on the beach of a large lagoon with easy access to coral and the many fish that live there.
We are still waiting for a definitive reply to our email (below) sent to the board 5 months ago
When we arrived at the room they had assigned us, we could hear the noise, the music, the voices, in short, the revelry of a large number of people who were on the beach and in the proximity of the hotel garden. We were assured that this situation only occurrs on Sundays and that it would only last until approximately 17:00 in the afternoon. Finally we had to ask for a change of room, since at 20:30 in the afternoon the noises continued, increased by the activity of food and drink stalls. Since there was no availability, we had to accept a room of a lower category than the one we had paid for, in order to be able to rest in an atmosphere of tranquillity. In general, we have been negatively surprised by several details that do not correspond to the category that the establishment presumes: a poor functioning of the wifi connection in the room, the unbearable smell of the air freshener to the point of having to ask for it to be removed, the key that was demagnetized practically every day, the English-speaking waiter (as indicated by the flag he wore on his shirt) and did not want to respond in English, the old age of the facilities ... It is a hotel that requires modernization and improvements in many aspects. We came from Mauritius, which without being Europe, offers a much higher quality in all aspects, including the buffet... (we all know that in this mode is recycled, but ...). And finally, something that has never happened to us in any hotel: the lack of hot water. We had to wait (covered with sand) until the next day to take a shower (the explanation is that probably the customers of the other room would have consumed it in its entirety). The reception management wanted to compensate us. We understand that the client has to be offered what he really needs and it can be an advantage for him. We asked to be able to extend the check-out on the day of departure, as we did not fly until 21:00 hours. We were grateful for this possibility. The previous details (an air freshener of the same type we had requested to be removed, a bottle of champagne that we do not drink as we do not drink alcohol) were not necessary and that interest in pleasing with tiny details was, at times, somewhat uncomfortable. I would appreciate you reviewing our invoice and reflecting on whether all of the above corresponds to what was paid. Or if the fact of having left at 17 hours, can be considered a fair compensation. For our side, the answer is no.
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