We stayed 9/29 to 10/6 and wanted to love this place. Several things were good, but how management…read morehandled a theft complaint is the main reason for my rating.
What went well: Check-in was easy and the receptionist was pleasant. Josh at the front desk was awesome, with great knowledge of the island and plenty of helpful tips. We arrived late after travel delays and the restaurant was closing, so they let us take our food to go without the usual fee. Tina at the bar was wonderful. They lent us snorkel gear for free, and the water was a highlight. When our TV stopped working, management and the owners came to fix it. The bioluminescent tour we booked was the best part of the trip.
The problem: On Thursday we had our room cleaned while we were at the beach. Our wallets were in a dresser drawer, and I'll own that we didn't use the in-room safe. On Saturday we discovered $600 in cash was missing from one of them. We are certain it was there before the room was cleaned. We told reception right away and management came to the room. We were told this has never happened before.
Management did not review the footage until we followed up, and we heard back Sunday afternoon. They told us it showed only us and housekeeping entering the room, and that they had no further steps planned. We weren't offered a goodwill gesture or any follow-up. Whatever the cause, I expected a more engaged response.
The beach: The hotel sells day passes to its beach, and even with very few guests in house, the beach was busy every day with pass holders. Posted signs show the pass costs $15, rising to $40 when a cruise ship is docked. Don't count on a quiet beach, even at an adult hotel.
Other notes:
The "free continental breakfast" was kept behind the counter, with only self-serve coffee out, so we didn't realize we could ask for food.
Sunday brunch service was poor, with no drink refills and a long wait to settle up.
Takeout from the hotel restaurant carries a 10% upcharge, even for guests.
The beds were very firm, and the road in front gets loud with music and tire squealing most evenings around 7.
Off-season, most shops in Frederiksted are closed, so plan around bars and restaurants.
Bottom line: Lovely water and some genuinely kind staff, but expect crowds at the beach, don't leave cash in the room, and I'd want to see a better process for guest complaints before returning.