Coconut Malorie Resort

Terrible service. I arrived at 10 a.m. to celebrate my birthday, enjoy the day, and wait for check-in at the hotel where I had made a reservation two weeks prior. They called me that same day—just 30 minutes before check-in—to tell me they had no rooms left, were cancelling my reservation, and that I should look for another hotel. When I asked about a refund or other options, they kept me waiting for two hours without providing an answer or apologizing to us in person. I ended up leaving to find a solution on my own, as the manager, Brigitte, never resolved the issue for us.

My experience with this hotel was extremely disappointing and far below the level of service any guest should expect.

I arrived with a confirmed reservation, only to be told that they could not provide my room because the hotel was completely sold out. It is simply unacceptable for a hotel to confirm a reservation and then fail to honor it upon the guest’s arrival.

What made the situation even worse was the complete lack of effort to resolve the issue. No meaningful alternative was offered, no accommodation was arranged at another hotel, and there was no genuine attempt to assist me or take responsibility for the inconvenience they caused. I was essentially left on my own to deal with a problem that was entirely the hotel’s fault.

This situation caused unnecessary stress, wasted my time, and resulted in unexpected expenses. When a hotel makes such a serious mistake, the very least a guest should expect is accountability, professionalism, and a genuine effort to make things right. Unfortunately, I received none of those.

I sincerely hope the hotel reviews its reservation management process to ensure that no other guest has to go through an experience like this. A confirmed reservation should be a guarantee, not a false promise that leaves guests stranded. Based on my experience, I cannot recommend staying at this hotel.

We reserved four studios and one of the rooms was not cleaned/bed not made, another room had bubbles in the windows that blocked the view of the Bay, three of the four rooms had air conditioners that did not work, one bathroom had a mirror that did not light up, one room had a curtain rod not screwed in properly to wall, unable to utilise the stairs because they were being replaced, the gym & billiard room were also unavailable, slow brass elevator was dated & dirty, jets didn’t work in hot tub so we couldn’t use that, screens not available on all balcony doors, water damage noted on ceiling but was told that was the “contractor’s problem”, luggage cart was very old and difficult to steer, pool chairs/loungers were old and dated, one of the microwaves had to be replaced because it was not functioning.

The positives are: close to Fagers (an amazing restaurant!), short walk to beach, parking was plentiful, ice & water machines were available, renovations were happening (also a negative). We called maintenance multiple times and they came right away to fix most of these issues. All the staff members were very nice.