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Reviewed 18 September 2017

My daughter and I had to ride out Hurricane Irma at the resort as we couldn't get a flight out before it hit. We were scared senseless but these folks could not have taken better care of us - before, during and after. We were supplied with lots of food and water during the storm, security checked on us to make sure we were okay and we felt extremely lucky that we were at the Grace Bay Club. While riding out this hurricane is not an experience I would ever want to go through again, the staff and management could not have been more hospitable, warm and responsive in the aftermath. Mind you, these are people who suffered their own losses in their own homes and yet showed up to take care of the people who were stuck. While we were out of power for 4-1/2 days (talk about hot and humid!) we were able to cool off in the lobby which had generator power. The resort itself suffered a lot of downed trees and pool damage but it was still standing and standing proud. We were fed throughout our extended time there and I mean amazingly. They made sure we had plenty of water, food, adult beverages and laughs along the way. Our fellow "survivors" kept each other's spirits up and we made some amazing friends for life. Thanks is not a strong enough word to let Terry, Peter, Tiffany and all of the management for their kind, compassionate care. The waitstaff, bar staff and others were always up for a conversation and an impromptu dance party! Housekeeping was amazing throughout as was all staff we met. We were finally able to get out 5 days after the storm hit and are home safe. Obviously, we will never forget our stay but I will tell you that I will never stay anywhere else on Provo and fully intend to visit again so I can thank those guys in person for all of their kindness to two very frightened women. Love to all!

Date of stay: September 2017
  • Trip type: Travelled with family
    • Rooms
    • Cleanliness
    • Service
7  Thank Jackie1600
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 17 September 2017

My wife and I stayed at the Grace Bay Club for our honeymoon, right before hurricane Irma struck the gorgeous island of Provo.

I am happy to say that the resort was exceptional, with breathtaking view out of the room balcony, courteous and considerate staff, and exceptional service.

The director Peter was kind enough to process our refund, as we had to check out early due to Hurricane Irma - thank you Peter!

Everyone else at the property, I hope all of you and your families are safe and sound, and in good spirits. Including Fitzroy the concierge, and all the front-desk staff we interacted with.

Rest assured that my wife and I will be returning to your lovely property again God willing, our prayers are with the staff and hope to see you all soon.

Kind Regards,
Waqar Mian (guest at B201)

Date of stay: September 2017
  • Trip type: Travelled as a couple
    • Value
    • Rooms
    • Service
1  Thank WaqasM55
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Johnna M, Public Relations Manager at Grace Bay Club, responded to this reviewResponded 5 December 2017

Dear Guest,
Thank you for taking the time to share your recent experience with us.
Thank you also for your kind thoughts and prayers during the time of the storms.
As you are probably now aware, we made it out safely and were able to rebuild and reopen swiftly due to resilience of the people on this island and our team.
Fitzroy, the concierge staff and the rest of our team go above and beyond for our guests, to ensure that you are wowed from the moment you walk into our doors, until the time you leave.
We're glad to know this was no exception.
It was our pleasure serving you and we look forward to welcoming you back soon!

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 16 September 2017 via mobile

Somewhat pricey, but this is an "over the top" place to experience! My wife and I went for our annual Caribbean trip and was definitely impressed. The grounds, the spa and the food was way more than we expected! Would love to go back in the near future. Grace Bay is what Turks & Caicos is all about...you gotta go!

Date of stay: October 2016
Trip type: Travelled as a couple
Thank SCBowhunter
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Johnna M, Public Relations Manager at Grace Bay Club, responded to this reviewResponded 29 November 2017

Dear Guest,
Thank you for taking the time to share your recent experience.
We're thrilled to know you enjoyed your time with us.

It was truly our pleasure serving you and we look forward to welcoming you back!

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 3 September 2017 via mobile

We've stayed here 3 times, each time in the residences. I really like the property. The living room and kitchen area are spacious and well designed. The views of the beach and ocean are great. The bedrooms are spacious, even the third bedroom. The only thing that holds this from being a 5-star hotel is the sometimes spotty service. The butler service can, at times, be exceedingly slow and unresponsive.

Date of stay: January 2017
Trip type: Travelled with family
2  Thank GenieBeanie--a
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
GMGraceBayClub, General Manager at Grace Bay Club, responded to this reviewResponded 26 September 2017

Dear Guest,

Thank you for taking the time to review your experience at Grace Bay Club on TripAdvisor. While I am glad that you enjoyed many aspects of your stay, please accept my sincere apologies that your experience at Grace Bay Club did not entirely meet our standard of excellence.

We believe our caring service is the hallmark of the Grace Bay Club experience, and I am sorry that this was not your experience with our personal concierges. I will take your feedback to key management in this area to ensure that, upon your next visit, the service will be more prompt and responsive.

Thoughtful feedback is a gift and we thank you for your input. We value you as a guest and welcome the opportunity to serve you again at some time in the future.

Warm regards,

Thierry Grandsire
Managing Director, Grace Bay Club
EVP of Operations, Grace Bay Resorts

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 25 August 2017

Great location and very beautiful beach, the Resort-buildings are adapted to the beautiful landscape other than the resorts near this one which do not. Most (not all) of the personnel is nice and polite. The rooms (Villas D) are big and we had a beautiful view on the pool, the beach and the sea.

Management is professional and very polite. We met Monique (Resort Manager) who made a very good Impression on us. Christie (our Concierge) is one of the best we met in any Resort so far. She is extremely efficient, utmost professional and very, very nice. She should get promoted soon, she is a jewel for the Resort. Also the Infiniti Restaurant Manager is very good

Breakfast is good, the Infiniti Restaurant is beautiful, well run and is the best Restaurant on the Island.

All together a very good Resort, we really liked it and would come again and are confident that the very good Hotel Management will address the matters below as they did with several matters which were included in reviews from prior years..

The three pools are rather small and nothing special if compared to those in Egypt, Emirates etc. but we came here for the sea.

Below are the reasons for which, to us, this Resort is very good but not excellent.

We needed two days to get the room up to standard. The toilet flush was not working well and the fridge made such a noise that sleeping was impossible. These problems were fixed but maintenance should be made regularly, not only when guests complain.

This is not a quiet place to make holiday. The hotel personnel starts shouting at 5 am when they start cleaning the pool. The could not care less about the fact that the guests are sleeping. On one morning they swiched on loud music at 5.30 am. After we complained with the management they stopped making noisefor three days, then started again. We complained twice and they finally stopped. For those who go to bed early, please note that until 12 p.m., the Resort next to Grace Bay Club makes an awful noise (music, shouting animators etc.).

Gardening (with mighty motor devices) is made during breakfast time although not every day. Much noise and no peace.

Much personnel need more training, round 35 percent of them do not not have a clue of what they are doing and they do not like very much to work. In other words, they like to hang around and laugh loud all day, in particular the beach personnel. This Resort could have 35 percent less personnel if their employees were more capable and efficient.

The chairs at the beach are extremely unconfortable, you get back pain after you lie on them one week . The umbrellas are very low, you cannot stand below them and when you get up from your chair you have to be careful not to hurt your head or your eyes. Please look at other Resorts in other places, e.g. Thailand. They have beautiful beach equipment. Beach Service like drinks etc. is occasional and we believe it depends on wether you give good tipps to the personnel.

Starting 2,30 p.m. (!), the beach personnel starts dismantling the beach, bringing chairs and umbrellas away. Apart from the mess they make while doing that and apart from the fact that they seem telling you to leave, if you come after 4 p.m., they will tell you that no chairs and umbrellas are available. This is unacceptable.

Tea and pastry (always the same pastries) are served at 4 pm without napkins, forks or other cutlery. You have to ask for them.

Once the matters above are addressed and - at least partly - resolved, this will be a real leading Hotel of the world.

Room tip: Far away from the Kids Pool and the breakfast restaurant
Date of stay: August 2017
  • Trip type: Travelled with family
    • Sleep Quality
    • Cleanliness
    • Service
9  Thank Aesse62
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
GMGraceBayClub, General Manager at Grace Bay Club, responded to this reviewResponded 26 September 2017

Dear Guest,

Thank you for taking the time to review your experience at Grace Bay Club on TripAdvisor. While I am glad that you enjoyed many aspects of your stay, please accept my sincere apologies that your experience at Grace Bay Club did not entirely meet our standard of excellence.

I am deeply sorry that you were awakened by the staff at such an early hour, and will revisit this issue with key management from that area (as we did during your stay to correct the issue). I appreciate your detailed feedback of the resort’s opportunities, as these details are truly what make Grace Bay Club a 5-star resort. We will work with the team to reinforce our service standards, so that these issues will not be repeated. Other concerns, such as the experience at The Grill and the beach chair padding, have also now been addressed.

Thoughtful feedback is a gift and we thank you for your input. We value you as a guest and welcome the opportunity to serve you again at some time in the future.

Warm regards,

Thierry Grandsire
Managing Director, Grace Bay Club
EVP of Operations, Grace Bay Resorts

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