The only issue for me was that I was next to a service room and the door would slam. Will request a different room next time.

Nice hotel. Good value.

Customer service is impressive! Wonderful understated yet sophisticated hotel with lagoon views, clean rooms and great facilities.

WORST HOTEL WILL CHARGE YOU INCORRECTLY This is the worst hotel staff I have ever encountered. I stayed September 8-10 2025 for a business trip. I noticed later in the week that they had invoiced me for 2 dinners at their restaurant, for a total of $95.13. At first, not a big deal. Gave them a call and some lady was nice enough to help me, admitted that they made a mistake, and processed a refund. It was fine, mistakes happen, and I got my money back. September 16th - I noticed they charged me AGAIN, for the same two meals. This time, I’m annoyed. Someone was being careless or their internal system is flawed. If I wasn’t looking at my bank statement I would have never noticed the charge. They didn’t send me a paper trail this time, for this new charge. So I called, talked to what sounded like a young kid who put me on hold for a bit just to come back to say “yeah I’m not really sure what’s going on, I can give you a refund though”… and at this point, I said “no I’d like to talk to a manger to remove my card from the hotel and get a better answer as to why and how this mistake was made”. He said he would have his manager call immediately, and that she would be there in a few minutes. The whole day goes by, no call. So I call at 4:30 and get put on hold for a while. Then the line hangs up, ha! Call back again and speak to this lady that was rushed, just wanted me to get off the phone, was cutting me off, said they already gave me a refund and that the manager actually wasn’t in today, and then asked me to explain the situation AGAIN. To which I asked her to just have a manager or supervisor talk to me rather than her. Shift supervisor picks up, I recognized her voice, she was the original person that helped me. She was so much more empathetic, patient, listened to what I had to say and expressed that it was a mistake. I let her know I appreciated her time and help, and asked for the manager or director of operations to give me a call the next day, when they were in. No one ever called. Being incorrectly charged once is rare in my experience, being incorrectly charged twice - the management team then owes me an apology and solution for removing my card from their system. Staff needs extensive training on how to give customers adequate attention and answers or escalate the matter and follow through (basic customer service??). Guests/customers need to know that they should monitor their charges and invoices from this hotel.

Loud blaring alarms going off over 10 times a day!!! They had the alarm going off over 10 times a day full volume hurting my ears, they claimed it would stop yesterday at 4pm but it kept going and at it again today. Didn’t even bother to give us a heads up about the ridiculous inconvenience of not being able to sleep or relax all day! Also food was mediocre, dirty bedding and the AC made a loud clinking noise every time it turned on and off, startling loud noises seem to be their specialty. Terrible will never stay here again.

We love Benito at the water bar! This review is for the restaurant only, not the hotel. I actually stopped staying here when it changed from Sofitel to Pullman (and later Grand Bay) because the quality of the spaces really went downhill. So while I can’t speak to the hotel side anymore, I do come back for the restaurant. Food & Pricing: The prices have jumped way up. A burger that used to be $16 about five years ago is now $24. I get that inflation is real, but that’s a big leap. Portions on some dishes are also on the smaller side. It’s hotel dining so I expect some markup, but I really wish they had more tapas-style dishes on the menu for sharing. And a stronger happy hour menu for those of us that are there at least three times a week! Service: This is where they absolutely shine. Benito is amazing!!! He’s been consistently great every time I’ve come in with friends or family. He’s attentive, has a great personality, and knows how to recommend dishes without ever being too much. Honestly, Benito might be the only reason we keep coming back!! Word from the bartenders is that the restaurant will soon become Marriott. Fingers crossed that means some updates like freshening up the menu, redoing the first-floor restrooms, and bringing life back to the outdoor area. Back when it was Sofitel, that outdoor space was gorgeous and is occasionally get a day pass for swimming, now it just feels kind of yucky and outdated.