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“Great Front Desk Manager- Francia”

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Marriott's Frenchman's Cove
Certificate of Excellence
Virginia Beach, Virginia
Level Contributor
6 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 10 helpful votes
“Great Front Desk Manager- Francia”
Reviewed 15 March 2014

We are time share owners and for the last 6 years have enjoyed the cove. Each year there seems to be a problem of what reservations promises and what the front desk delivers. This year the front desk was not helpful and had a poor attitude. When I talked with Francia Ruiz, she listened, and then made things happen. Although she has only been a manager for 3 weeks- she is a keeper. As a Marriott platinum elite member that travels for business this is one of the finest properties that Marriott offers.

Room Tip: All the rooms are with great views- Especially the higher floors.
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  • Stayed March 2014, travelled with family
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Helpful?
5 Thank Sequelinc
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MVCI_Executive, Customer Care at Marriott's Frenchman's Cove, responded to this review, 2 April 2014
Our dedicated team is happy to read your five-star review of Marriott's Frenchman's Cove! Your kind words for Francia are appreciated and will be shared with the resort leadership team. We look forward to your next stay with us in St. Thomas!
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English first
Arlington Heights, Illinois
2 reviews
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed 13 March 2014

The grouping of these three distinct Marriott lodgings (Cove, Reef, Morningstar Beach Bungalows) is very attractive offering a variety of dining options, a day spa, swimming pools, sandy beaches and many activities. Unfortunately, I would describe our accommodations at the Cove as 'disappointing'. We were assigned a room on the 1st floor of the St John Building with a view of the next building's roof. We were told that no rooms on higher floors were available because the resort was 80% owner occupied for that week. Seriously, the Cove should require fewer Marriott owner 'points' for the first two floors in the St John building.
We also had an issue with the Cove's housekeeping services. The 'full mid-week' tidy service that we pre-selected was never delivered. We did have those charges removed from our bill after we showed the Front Desk staff our reservation confirmation and service request as well as their resort web page (they were not familiar with the webpage menu of housekeeping services that guests select from in advance of their stay).
The pool was very nice if you used it before noon....otherwise it was crowded and noisy (expected this because it is a family resort after all).
The ferry service to Charlotte Amalie was a plus. We noticed that the ferry would sometimes reach capacity at the Reef's dock which left the people who wanted to board at the Cove waiting for the next ferry. When we wanted to take the ferry we rode the resort shuttle (drivers were super - we used this service a lot) to the Reef and boarded the ferry at their dock.
We did attend an Owner's presentation and were fortunate to have a sales rep who did not pressure us to purchase more points. Those 'dollars' were put to very good use at Havana Blue - excellent service and great food.
Loved observing the iguanas, anoles and the occasional mongoose.

Room Tip: Must be an owner at this resort to get a room with a nice view during high season.
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  • Stayed March 2014, travelled as a couple
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Helpful?
4 Thank 1020SandyP
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MVCI_Executive, Customer Care at Marriott's Frenchman's Cove, responded to this review, 2 April 2014
Thank you for visiting Marriott's Frenchman's Cove. As a Marriott Vacation Club owner, we take your feedback seriously and apologize for not exceeding your expectations. Please know, your comments will be shared with the appropriate managers as we continually improve upon the service we provide. Thank you again for your feedback and for visiting us in St. Thomas.
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Centerville, Ohio
Level Contributor
12 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 18 helpful votes
Reviewed 11 March 2014

I stayed at the Frenchman's Cove in May 2013. It was spectacular! After touring St. Thomas, I can easily say that the FC is one of the most beautiful places on the island. My friends are Marriot Vacation Club members, so it was the only place we considered staying on St Thomas.
Every room has a view of the lagoon. The only downside of this is that the hotel is situated on the side of a mountain, and there are many steps (or elevators) to take to get down to the beach/pool area. Although this was a small price to pay for that view!
The pool is great, and us adults had fun on the water slide! The beach is clean and beautiful! There are inflatable toys out in the lagoon that are fun for kids or adults. Recommend bringing/buying a floatie for the lagoon. Watch out for the iguanas. They are all over the beach and will come after your food!
The bar next to the pool has daily 2 for 1 drink specials, and a happy hour with music and drink specials. Our group didn't partake in that much because we went to Kmart and bought rum for super cheap, and made our own drinks. We must've had 10 bottles in our suite! Recommend packing a large sippy cup for this purpose.
FC is a time share, so don't expect maid service, room service, or any other extras. However, there are washer/dryers, dish washers, full kitchens, etc in the suites. Other than dish/laundry soaps and food, we had everything we needed.
Since I am not a MVC member, I went to the sales pitch. It was totally worth my 90 minutes! In return for my time, they gave our whole group tickets for the Catamaran snorkel trip. Highly recommend the Cat!!! It was definitely the highlight of our trip, and free! We sailed out to Turtle Cove, snorkeled with the turtles, had lunch, and drank to our hearts' content. It was a great time!
Night life, not so much. There are a few fun spots near the cruise ship ports. However, the place pretty much shuts down after the cruise ships leave around 6 pm. No need to pack fancy clothes because there aren't any fancy places. Honestly, the only thing you need to pack are shorts, swimwear, and sandals. Us ladies packed a ton of clothes that we never wore. I repeat, shorts, swimwear, and sandals.
One tip for getting around: Rent a car. There really isn't a whole lot near the FC, and you'll need to get out and shop for food and such. Also, you'll miss out if you don't visit Magen's Bay or have lunch at one of the local spots. But be advised: they drive on the left side of the road, and use landmarks rather than street names when giving directions. If you ask someone for directions, they'll be happy to help but will guide you using "the bridge to nowhere", "the Kentucky" or "the horse trailer" as navigational points. We got a good laugh out of this, but it took a few days to figure out where on Earth we were going!
BRING MOSQUITO REPELLENT. I got the dengue fever from mosquito bites on St Thomas. It comes with fever, chills, vomiting, all over body aches, and nausea. Not a fun way to spend my vacation, but thankfully it only lasted a few days.
Good luck and Bon Voyage!

  • Stayed May 2013, travelled with friends
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Helpful?
6 Thank Brandi P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Champaign, Illinois
Level Contributor
18 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 20 helpful votes
Reviewed 5 March 2014

Last year, we stayed for ten days at The Marriott's Frenchman's Reef Hotel. At the end of that vacation, I talked with Timeshare Reps. and was intrigued enough to reserve 4nights in the "condos/villas" for this year. I was also interested by the ability to gain points since I already have a Platinum Marriott standing from business travel. So, this year, we stayed in the familiar Marriott's Frenchman Reef Hotel for a few days preceding our reserved time at The Coves Timeshare facilities.
This year, we traveled with another couple and our adult daughter. On the morning of our 'Checkout' from the *Hotel accommodations [(*Both were top floors & beautiful ocean views. And, my family's room was kindly upgraded to a 2-story suite bc of my Marriott Platinum standing.) On top of that, as a Marriott courtesy, Frenchman's Reef allowed us to refrigerate our remaining food/wines and kept our suitcases stored until we could check-in at the neighboring "Cove timeshare"], I went to the timeshare letting them know that we had an ALL day sailing venture scheduled and would not return until later that evening. I also left my cell number which they already had on file from previous calls. (Someone had marked our packet with a note saying *NO Contact Number Available...silly gal!)

As it was our first time to The Cove, first impressions were NOT at their best! We returned around 6PM, to the pick up keys and a room assignment. The hostess was distracted while talking to us and we had to wait for several other guests asking questions. She finally handed us our room keys and walked outside on the balcony pointing to the building which had been assigned for our stay. When she was walking to show us the elevators, she was interrupted by another guest and never did even point us to the elevator. Thankfully, we found it on our own.
To our dismay, our timeshare (611) was the farthest away from all amenities, had the views blocked by the buildings across the street, and smelled like garbage on outside patios bc of the collection location for trash. As a Platinum Member of Marriott initially interested in a Marriott Timeshare, this was a POOR marketing selection to 'entice' my wife and I. We expected much more for our first visit to the Cove. (Sadly, we left our Frenchman's Marriott suite with highest floor level and an ocean view with half of the price of the Cove).

All in all, the food is well prepared. The breakfasts were good, but they are understaffed for service during their "high season" (Feb.). Happy Hours were nice but lines went faster when 2 bartenders were available. Lunches were tasty and reasonably priced. As with the breakfasts, dinners were nice but they needed more servers per area. ( We were treated to a free bottle of wine "on the house", thanks to an observant manager after waiting over 30 min. to have our order taken for dinner...Thanks!).
The beach experience was "unique". The first afternoon was met with our friends trying to find available loungers and umbrellas and no one available for service questions. They dragged empty loungers into a row from an unused stack to the chagrin of an older Timeshare owner who claimed that we blocked her view. My wife finally took initiative and sought the help of the young gal in the Marketplace Gift shop (Thank You!). A male manager came out to help us directly after that (Thank You!). We never did even see the "beach guy" during our stay which bothered my wife who had been a Director at a beach many years ago and said it was a staffing problem. There is a need for more than one "beach-babe" to help alleviate the embarrassment of new guests having to deal with old.

The shuttle service is nice to the Frenchmans' Reef Hotel and their restaurants. And, Andrew from Louisiana was very polite and gave some US.southern hospitality in his area of service for curbside greets. Maybe Andrew could help train the front desk in hospitality and teach them to focus toward one group of people at a time.

We endured the 90min. talk of repetition hearing, "I am NOT here to tell you how to spend your money" , & " I've sold these to millionaires and to guys who spray Terminex" & "Maybe you are hotel people (Renters) instead of Timeshare (Owners)". My wife tried to make the 'marketing idea' that they should have impressed her from the greeting inside the lobby and in trying to "hook us" with beach views like the hotel did for repeat customers. His only reply to her was that it is "high season" and the "owners" get first-dibs. He upset my wife with his attitude; I guess he will never know if we spray Terminex or have millions!

We Love St. Thomas Frenchmans' Reef Marriott Hotel. We love the adult atmosphere at the pools of the hotel. We will return to the hotel.

Room Tip: Don't let them give you 611.No VIEW! It is too far away from pool and beach area. And it is on...
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  • Stayed February 2014, travelled with friends
    • Value
    • Location
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    • Cleanliness
    • Service
Helpful?
7 Thank Bizman92
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MVCI_Executive, Customer Care at Marriott's Frenchman's Cove, responded to this review, 2 April 2014
Thank you for visiting Marriott’s Frenchman's Cove. The experience you described is not typical for Marriott Vacation Club resorts and we apologize for not exceeding your expectations. We would like to learn more about your experience and invite you to contact our Customer Care team at Customer.Care@vacationclub.com or at 800-860-9384. Thank you again for your feedback and we look forward to hearing from you.
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Loganville, Georgia
Level Contributor
17 reviews
common_n_hotel_reviews_1bd8 10 helpful votes
Reviewed 3 March 2014

We've stayed here twice and have no complaints. Clean, modern, great and attentive staff. They have fun things to do each night as well. Just an all around fantastic place to stay!! Will stay here again without a doubt!

  • Stayed August 2013, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank PeiLover2014
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Chicago
Level Contributor
295 reviews
46 hotel reviews
common_n_hotel_reviews_1bd8 190 helpful votes
Reviewed 2 March 2014

This is our second year to enjoy this Marriott Timeshare.
This year we stayed in the Crown Villa on the 5th floor with the most spectacular blue view of paradise! The two bedroom villa is beautifully appointed with two balconies overlooking the pool and beach. The kitchen is fully equipped and the bathrooms immaculate and well maintained. The master bath included a huge soaking tub, as well as a large, step in shower. The master bedroom has a king size bed, and the guest room includes two queen size beds. Both are comfortable and appointed with high quality linens.
We enjoyed the poolside music in the evenings, along with the wine, rum or tequila tasting, and the two for one happy hour as we "drank in the sunset."
It is an easy drive or shuttle to the hotel and Morning Star Beach (or a lovely walk) for an expansive beach with sun chairs and umbrellas, as well as some natural shade. The beach is well cared for and has facilities and beach cafes. The hotel pool is something out of Hollywood with a 180 degree view of the sea, a large deck with comfortable chairs with umbrellas, a large virtual reality pool that appears to pour into the sea, and cascades into a waterfall, a smaller pool with seats up to the bar, a hot tub, and even a small area with a wading pool for little ones. The steps leading from the hotel down to the pool are expansive inviting guests into paradise.
Be ready to slip into a kick back and soak in the sun and beauty of the tropics vacation.

Room Tip: Ask for a room on the highest level for the best views...however, every villa has an ocean view.
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  • Stayed February 2014, travelled as a couple
    • Value
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    • Cleanliness
    • Service
Helpful?
3 Thank LUchicago
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MVCI_Executive, Customer Care at Marriott's Frenchman's Cove, responded to this review, 2 April 2014
We are happy to hear Marriott’s Frenchman's Cove is your resort of choice when visiting St. Thomas! We appreciate your kind words and 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
Knoxville, Tennessee
Level Contributor
64 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 39 helpful votes
Reviewed 26 February 2014 via mobile

Beautiful views. Havana Blue restaurant delicious. Coco Joe's on the beach has good food. We liked taking a shuttle to these places since folks drive on left over steep hills. We took the car ferry to St. John and it was tense. You back onto the ferry with big trucks all around! The villas were well appointed with just what I would expect since we own time shares at Hilton Head. Try redweek.com for reasonable rates! It was a nice trip, especially in February.

Stayed February 2014
Helpful?
2 Thank Joseph D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Marriott's Frenchman's Cove

Property: Marriott's Frenchman's Cove
Address: 7338 Estate Bakkeroe, Charlotte Amalie 00802-3011, St. Thomas
Region: Caribbean > U.S. Virgin Islands > St. Thomas > Charlotte Amalie
Amenities:
Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Kitchenette Restaurant Spa Swimming Pool Wheelchair access
Hotel Style:
Ranked #1 of 7 Hotels in Charlotte Amalie
Price Range (Based on Average Rates): ££££
Hotel Class:4 star — Marriott's Frenchman's Cove 4*
Number of rooms: 221
Reservation Options:
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Also Known As:
Marriott`s Frenchman`s Cove Hotel Charlotte Amalie
Marriotts Charlotte Amalie
Marriotts Hotel Frenchmans Cove
Marriott Charlotte Amalie
Marriotts Frenchmans Cove
Marriott's Frenchman's Cove St. Thomas/Charlotte Amalie

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