Couples Sans Souci

Probably the best hotel we’ve ever stayed in. From the room with the fabulous view over the beach and sea to the absolutely superb food served in various restaurants, we couldn’t fault it. It was service with a smile everywhere ! In addition there was live ‘easy’ music most evenings, we liked particularly sitting around the small bonfire on the beach listening to the man singing and strumming his guitar. A trip to Dunns Falls was included in the price - a must do for all!! And also a sail up the coast in the glass bottomed boat. Can’t fault anything about this hotel. Just a shame it’s so far from the UK.

I hesitated to write this as I am wondering if we just experienced a series of situations that were mainly down to poor communication at different levels. However I chose this resort based on the reviews so I owe it to others to write it so that things can be improved. Pre arrival - we are new visitors so knew nothing. We had no confirmation of our pick up from Kingston airport, we had no vouchers from our booking with British Airways but it was in the print to communicate with the hotel to confirm, I did this but it took 3 email addresses to get any response ( and that was an email address that I got from a CSS Fans facebook group and was actually someone dealing with repeat clients). On arrival (6.40pm), we ended up waiting 2 hours as the driver said there were 4 couples on the flight. The 4th couple never arrived, I had mentioned to our driver after about an hour that I had talked to a couple while waiting for the baggage who had arranged their own transport (and had told the hotel) but his office was saying we had to continue to wait. We eventually left (probably after the 4th couple had checked into the hotel). A small point is that it is nearly a 2 hour transfer, there is no water offered on the bus which would have been very welcome. On arrival at the hotel we were just given a form to complete (I had registered with with Romance Rewards and given the information already), there was no welcome chat or welcome drink, we were not even told where breakfast was or what time it was. We only came across the breakfast in the morning when exploring the resort the following morning, there is no resort map. Introduction talk - very nice member of staff took us round however in reflection and for a new visitor information on how the 2 gala evenings worked, how to book the snorkelling, where to book the massages, where to find the information on the timings of activities would have been really helpful. Restaurant bookings - there is an app but there were very few spaces left at all over the next 9 days ( I believe if you are a repeat client you can book before arrival which is probably why we were so limited). I have coeliac disease so have to be on a gluten free diet, when I went to Bella Vista to ask for help in advance, they told me to go to resort services and tell them to let the chef know, when I did this they told me to go to Bella Vista. Getting different information from different staff happened a few times. For the gala nights I was told to ask the chef, which I did, the gluten free is clearly marked but then when we got up to go (there was quite a rush) there were so many people that cross contamination with the gluten rich food next to the gluten free and the same spoons being easily used, I ended up with just carved meat. We also got 2 differing opinions which dessert was gluten free (they weren't labelled) so I couldn't risk it. Departure - we had a late pick up for the airport, reception said there were no late check outs available as they were busy (this was totally understandable). I asked if there was a hospitality room to freshen up in the afternoon. I was told no and to use the spa shower, however this is quite a walk away, very small, no privacy or space to get changed unless you did it in the actual shower (bearing in mind there was just a curtain covering it) and no electicity socket or place to put a bag. I spoke with housekeeping who then managed to get us a bedroom to use the following day but then picking up the key at checkout was told that other guests would also be using it, very odd and awkward! Positives - re gluten free. Stick with the main restaurant for lunch (as well as breakfast) but although buffet, it is clearly marked and there isn't a rush so get their first to avoid cross contamination, the chef once made me something from the kitchen. For desserts, there really is only sorbet in the evenings, for gluten eaters desserts were plentiful and lots of variety (I had to watch my husband enjoying lots of different ones). Even at Cassanova's there was only sorbet and wasn't offered anything special. For breakfast nearly everything on the hot buffet is labelled gluten free and the egg station doesn't have anything that can be added to the omelettes that contain gluten so that was safe. Departure - the minibus was on time and straightforward and got us there with just under 3 hours to wait for our flight. Overall the grounds are beautifully kept, some staff were amazing but others although not rude were just doing the minimum. On a constructive level, I think being aware of which guests are new and giving more detail and help rather than assuming they knew everything would be helpful especially with arrivals from Kingston airport. More consideration for late check outs in a 5 star resort is a must and consistency of information at the resort would be helpful

Couples SanSouci is a beautiful property with immaculate views,great entertainment, and well-trained and welcoming staff. The food at the buffet has many varieties, and they cater to locals, which is a huge plus. The room and overall grounds are clean and well maintained. I went there for a retreat with other couples and I must say the service was top-notch. Overall great hotel would definitely recommend.

This resort is beautiful. The grounds are lush. Unfortunately we had a lot of rain and everything floods. The rec staff and bartenders are good. I’ve been to this resort many times and I’m not sure what’s going on with the restaurant staff. You’re seated for breakfast, they ask if you want coffee and you’re almost done eating breakfast before the coffee arrives. Refills are scarce. I’ve had lunches where I was never asked if I wanted a beverage. I called the front desk and asked for a bottle of wine to be brought to our room and it never appeared. What good is in-room bar service if you can’t get the liquor delivered? Wi-Fi only worked in the room and in the restaurants, not by the pool. I am surprised that most of the buffet food on this visit was Jamaican food, which I’m sure many like. I’d prefer more variety as I’m not an adventurous eater. Housekeeping staff was good. Still, you’re in Jamaica and it’s beautiful and relaxing but the service needs to kick it up a notch if they want to charge premium prices. I do love that tips are not allowed.

Unfortunately this was a complete waste of time and money, we started to become sick on the Wednesday afternoon having only been in the resort less than 48 hours. Both of us spent a night being sick, high temperature, no energy, very dizzy and very painful stomach cramps. This went on for a further 4 days with no food consumed during this time. We reported this to guest services and no action taken. Surprise, surprise after being holed up in our room for days with nobody from the hotel making any effort to see if we are still alive 😂 we tried to have some breakfast as we had not eaten for so long but too our amazement as we entered the restaurant they asked us to sanitize our hands and I asked why this was. The staff member informed me many people have become sick including the staff as well and this had been going on for 3 to 4 days. We were gobsmacked the hotel had not made any effort to inform us of the situation especially in our dire circumstances. The staff member informed us the local health department had been called in and were waiting results from the tests they took. The nurse also came to visit eventually and also confirmed a large outbreak of something but was still waiting to hear from the local health department . 2 days later and still nobody got back to us. A TUI rep was due at the hotel but they did not turn up so nobody here is willing to help. During the time we were stuck in our room we also had no hot water in the shower for 3 days to compound an awful situation. They apologised with a bottle of Prosecco!!! Just what we needed after throwing up for days. They very very little food we did eat was not 5 star standards and generally cold, tasteless and usually something had run out. Property is very tired in places and needs some further investment especially with drainage as many times we had to walk through at least a foot of standing water to get to our room which was very unpleasant. Finally when I checked out not a single person mentioned anything about how we are or even how was our stay!!! Really poor all round.