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“Felt Like We Stayed At A Wealthy Relative's Estate”

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Marley Resort & Spa
Ranked #12 of 37 Hotels in Nassau
Reviewed 9 March 2010

Dear Marley Resort,

My wife and I visited your resort this past weekend. Thank you for making our getaway to the Bahamas one of the best vacations we've had together in our 13 years of marriage. We considered several other properties before settling on your location. And I am happy we did, because you guys exceeded our expectation.

We stayed in the "Three Little Birds" suite, which was much larger that we expected and could have easily slept an additional 3 people. We truly appreciated the personalized attention and help your staff provided us with scheduling special activities. Even when our original snorkeling excursion canceled, you guys were able to quickly line up a Plan B, which turned out to be the highlight of our vacation.

We have nothing negative to say about our experience at The Marley, and expect we will return annually to this special place.

For people considering a stay at the Marley, it is a quaint and special place - it is not Atlantis or Breezes. It's more like visiting a rich relative that has rolled out the red carpet for you at his private estate.

If you're looking for perfection you won't find it here. But if you're looking for a deeply relaxing and peaceful vacation, then you've found the right place.

All the best,
The Richardsons

  • Stayed: March 2010, travelled as a couple
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Thank richardson913
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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77 - 81 of 120 reviews

Reviewed 8 January 2010

Having just returned from a 5 night stay at the Marley Resort, sadly, I have to agree with the posts below. We found the resort to be beautiful and clean, but the service was frustrating at best. Our room was decorated well and well kept. We enjoyed the pool and beach area, even though it was small. The food was good, but it was expensive and you had to mentally prepare yourself to wait at least an hour for anything . . . we resorted to keeping snacks in our room. They really need to step up the basics. I asked the front desk for the number for a pharmacy . . it took them 20 min to find one. I asked for a towel, waited over an hour and a half, called 3 times and never got the towel. The internet was SPOTTY at best. Our phone didn't work one day, you can't get drinks at the pool, even though it is about 20 feet from the bar, I could go on . . etc. The speaker situation was a disaster and the other guests who posted below are not exaggerating . . the music was LOUD until 3 AM 2 of the nights we were there. It is supposed to be a tranquil place, not a night club. It's not that the staff is rude, I found most of the staff very friendly . . they were just inept. There are some things that are a given at hotels that charge $400/night and the staff just isn't well prepared to meet the needs of it's guests. It is sad because I feel like the Marley Resort has a lot of potential.

With that said, Charles made a true effort to help us when we shared our frustration. He is helpful and kind. Stephanie and Rita Marley were also friendly and warm. Stephanie's children were well behaved, well mannered and a pleasure to have around.
I had a wonderful experience at the Spa.

I would love to say that I would return to the Marley Resort, but they would have to make some major changes in service for me to do so.

  • Stayed: December 2009, travelled as a couple
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1  Thank kreilly1221
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
US_PR_Rep-SJGR, Public Relations Representative at Marley Resort & Spa, responded to this reviewResponded 26 February 2010

We are sorry to hear that you did not enjoy your visit to Marley Resort & Spa. We strive to surpass guests’ expectations and are always disappointed when we fail. At Marley Resort & Spa we take guest feedback seriously and we constantly monitor guest comments to improve in the areas that are needed. Your stay at our hotel is highly valued. We regret any inconvenience you may have experienced during your stay.

We have taken steps to improve the level of service in our restaurant and bar as well as the response time to guest requests and are offering more training to our staff. We expect that this was an isolated incident, and we appreciate your feedback so we can remedy the situation.

On behalf of the team members at Marley Resort & Spa, we apologize for any
inconvenience you experienced during your visit. We thank you for your feedback and hope to have the pleasure of welcoming you again in the near future.

Stephanie Marley
CEO
Marley Resort & Spa

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 5 January 2010

Having just returned from a New Year's trip to the Marley Resort and Spa, I have to echo the prior reviews and say that while the property is beautiful and has great potential to be an upscale getaway, we also experienced absolutely horrible service. A two hour wait for breakfast when four people were in the restaurant for starters. The Grey Goose vodka fest on New Year's Day was the most outrageous abomination I have every experienced as a guest at a hotel. Many of the hotel rooms surround an inner courtyard where local residents who were not hotel guests were plied with free vodka all night with music blaring until after 2am. There were hundreds of strange drunk people roaming around the hotel with no security. Not the holistic experience advertised! Note also that the internet service does not work in the rooms.

  • Stayed: January 2010, travelled as a couple
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3  Thank lhmwe2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
US_PR_Rep-SJGR, Public Relations Representative at Marley Resort & Spa, responded to this reviewResponded 26 February 2010

We are sorry to hear that you did not enjoy your stay at Marley Resort & Spa. At Marley Resort & Spa we take guest feedback seriously and we constantly monitor guest comments to improve in the areas that are needed. Your stay at our hotel is highly valued. We regret any inconvenience you may have experienced during your stay.

On behalf of the management at Marley Resort & Spa, we would like to assure you that we have revised our special event guidelines and no longer plan to host large events that may be a disruption to our guests. We have also introduced a new policy regarding the volume level of music in our pool and bar area. The resort will maintain a reasonable music volume level throughout the day and lower the volume in the evenings and turn off music during late night hours. We have also taken steps to improve the level of service in our restaurant and bar and are offering more training to our staff. We expect that this was an isolated incident, and we appreciate your feedback so we can remedy the situation.

We encourage all of our guests to contact our staff with any issues or comments while on property so those issues may be addressed and taken care of immediately to ensure a comfortable and enjoyable visit.

Stephanie Marley
CEO
Marley Resort & Spa

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 4 January 2010

Being both avid travelers, my girlfriend and I had researched hotels and picked Marley's Resort for our New Years Eve location. We had booked it using American Express Travel and had paid a deposit two weeks before our arrival date.

When we pulled up to the hotel on our arrival date, there was no bellman to greet us. Our taxi driver had to help us get our bags to reception. We could feel a chill immediately as the front desk person greeted us. We were told by "Monique" that our Ocean View Master Suite we'd reserved had been given away -- but that she may have one room left. It was apparent she preferred us not to stay. Our hunch was our room had been given to a VIP or such.

Being 2pm on New Year's Eve, our options were limited -- so we asked to see the room she had left. We were taken to an uncleaned room that was windowless. We then went back to chat with Monique.

What surprised us even more was Monique's complete lack of courtesy and apologies. Since I stay at hotels for almost a hundred nights a year, I understand how room mishaps can occur -- and I know the best way for hotel mgt to handle these situations. There was none of that level of response. We asked to speak to the general manager and were told he was not available.

We said we wanted to think about it and retreated to the bar. We sat there for 10 minutes with no bartender or server in sight. We realized if we were able to make a room happen there, there would be many more service disappointments.

Our travel agent was able to find a last minute cancellation at The Cove Atlantis -- and we had a fantastic stay there. I don't write many reviews -- but the shadiness and dishonest manner in which we were handled at Marley's motivated me to write this review.

As we discussed this with other folks in Nassau (other guests and taxi drivers), we were told of similar encounters at Marley's.

What a shame Marley's management dishonors the great name of Bob Marley, the musical genius that he was.

If you do decide to stay here, WATCH OUT!!!

  • Stayed: December 2009, travelled as a couple
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6  Thank Bonvoyage2010
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
US_PR_Rep-SJGR, Public Relations Representative at Marley Resort & Spa, responded to this reviewResponded 26 February 2010

We are sorry to hear that you did not enjoy your visit to Marley Resort & Spa. We strive to surpass guests’ expectations and are always disappointed when we fail.

We deeply regret the behavior of our front desk clerk and that a bellman was not present to assist you when you arrived. Reprimands have been issued, and we are taking steps to ensure that such behavior never happens again. Our staff must always follow our prescribed policies and procedures, and we take deviations from our standards very seriously. We expect that this was an isolated incident, and we appreciate the chance to remedy an unacceptable situation.

On behalf of the team members at Marley Resort & Spa, we apologize for any inconvenience you experienced during your visit. We thank you for your feedback and hope to have the pleasure of welcoming you again in the near future.

Stephanie Marley
CEO
Marley Resort & Spa

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 3 January 2010

My hubby and I spent the first part of our vacation on one of the Out Islands, but chose Marley Spa for our last two nights, New Years Eve and New Years Day, before flying home. We thought it would be nice to have the option of checking out Paradise Island for the holiday and checking out the fancier restaurants Nassau had to offer. Marley Spa seemed to be the perfect choice: small boutique hotel within a $20 cab ride to where the action is.

I have to start by saying Marley Spa is a gorgeous property, well appointed rooms, nice pool area and view of the small beach. The staff are very courteous and the food we ate was good.

The reason our two day stay did not meet my expectations, primarily, is that Marley Spa had parties both nights that we were there, on New Years Eve lasting until 3:30am and New Years Day until 2:30am. They brought in towers of speakers and set up a stage in the courtyard, which our room faced. The band's music was so loud it shook our room, the speakers turned up beyond capacity so they rattled in their boxes. On New Years Eve, I figured that they would host some type of event there, but we were not prepared for the second night's festivities, a party hosted by Grey Goose Vodka. The second party left us both dumbfounded. It was a tacky affair with free booze that I don't think was attended by a single guest of the hotel. Since we didn't get to sleep until nearly 4am the previous night, we were both exhausted and exasperated. I just couldn't believe we were PAYING to stay there.

The icing on the cake was the next morning, Jan 2nd, we thought we'd have a nice breakfast at Marley Spa before leaving for the airport. We waited for the chef to show up from 9am, but he never came to work, presumably because he had been out kickin it the night before. To make matters worse, the waitstaff did not have any explanation or ideas of how to make it work. C'mon, think on your feet! How hard can it be to send somebody else in to whip up some toast and eggs? We ended up walking to the supermarket nearby where we bought a rotisserie chicken and some pastries to eat.

When we were leaving for the airport we met Rita Marley, who was a lovely and sweet woman. She kept asking us to come back and stay again, but all I could manage for her was a half-smile.

Marley Spa would have been perfect for us, but so many things seemed to go wrong, I just can't recommend it.

  • Stayed: December 2009, travelled as a couple
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1  Thank Loudog76
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
US_PR_Rep-SJGR, Public Relations Representative at Marley Resort & Spa, responded to this reviewResponded 26 February 2010

We are sorry to hear that you did not enjoy your stay at Marley Resort & Spa. At Marley Resort & Spa we take guest feedback seriously and we constantly monitor guest comments to improve in the areas that are needed. Your stay at our hotel is highly valued. We regret any inconvenience you may have experienced during your stay.

On behalf of the management at Marley Resort & Spa, we would like to assure you that we have revised our special event guidelines and no longer plan to host large events that may be a disruption to our guests. We have also introduced a new policy regarding the volume level of music in our pool and bar area. The resort will maintain a reasonable music volume level throughout the day and lower the volume in the evenings and turn off music during late night hours.

We encourage all of our guests to contact our staff with any issues or comments while on property so those issues may be addressed and taken care of immediately to ensure a comfortable and enjoyable visit.

On behalf of the team members at Marley Resort & Spa, we apologize for any inconvenience you experienced during your stay. We thank you for your feedback and hope to have the pleasure of welcoming you again in the near future.

Stephanie Marley
CEO
Marley Resort & Spa

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Marley Resort & Spa

Address: West Bay St | Cable Beach, Nassau, New Providence Island
Region: Caribbean > Bahamas > New Providence Island > Nassau
Amenities:
Bar / Lounge Free High Speed Internet ( WiFi ) Kitchenette Restaurant Room Service Spa Swimming Pool Wheelchair access
Hotel Style:
#5 Spa Hotel in Nassau
#7 Top resorts Hotel in Nassau
#8 Luxury Hotel in Nassau
Price Range: $246 - $661 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — Marley Resort & Spa 4*
Number of rooms: 16
Official Description (provided by the hotel):
The summer retreat of the Reggae Royalty now welcomes guests to 16 luxurious, themed suites reflecting musical legacies of Bob and Rita Marley. Two free-form pools, personal concierge service, boutique, music gallery, and a Caribbean-fusion restaurant that offers some of the Marley's favorite dishes. An intimate escape into the talented life of a legendary family, the Marley Resort & Spa blends the best of the region's rich culture with the artistic energy of this acclaimed family. ... more   less 
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Also Known As:
Marley Resort And Spa
Marley Hotel Nassau
Marley Resort Nassau
Marley Resort & Spa Nassau, Bahamas

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