My two friends and I spent a week at Our Lucaya on Grand Bahama in March. The customer service was very poor. An avid fodor.com visitor, I had done my research on the hotel and was prepared for a long check-in and a lack of towels - two common complaints about the resort. My friend an I were not expecting 5-star service, we just wanted a safe, clean place to relax and read. However, as the week went on we encounter various other issues and management was most unresponsive.<BR><BR>After checking in 4 and 1/2 hours after we arrived (we did take turns hitting the bar and had downed several Maliks by the time we got to the counter ... not a total waste of time), we were given keys to an occupied room. We walked in on people in a most amourous position. When we returned to the desk, we were given a shrug, no apology and were assigned to a down-graded room in Breaker's Cay. We had originally booked a Lighthouse Pointe room because it included the fitness room and our plans were to continue working out over the week. We had to insist for another 15 minutes that they throw in a free fitness pass for our troubles. <BR><BR>After 3 days at the resort, I came up to room in the middle of the day to find a man working on the lock in our room (thank goodness we had used the safe!). He said the the maids had reported that our lock had not been working for 3 days. No key was needed to get in! Imagine 3 20-something girls staying in an unlocked room, oblivous to the fact that anyone could walk in at anytime. <BR><BR> The next evening we returned from one of the resort bars about 12:00 a.m. and our plastic key would not work in our door. After we attempted to get in,a non-stop, ear-piercing sound was emitted from the lock. To make a long story short, we had to chase down a maintenance man and we sat in the hall until 1:30 a.m. before we could enter our room.<BR><BR> The day before our departure we spoke with the manager and requested he comp. one of our nights at the resort. He went to his higher-up and responded that the best he could do to compensate for our lack of safety, room mix-up, lock problem was a free continental breakfast with stale muffins and fruit cocktail.<BR><BR> Our's was not a unique experience we soon learned after talking to other visitors. The restaurants we ALWAYS booked and we ended up at the resort's bar and grill most nights for dinner.<BR><BR> There were also smaller problems, like a frige stocked with beer, but no beer opener. After we called to request a beer opener 5 times. Someone finally showed up and refused to leave with out the opener. She said that they loose to many openers if they leave them with the guests. After dropping a few thousand you would think they could trust you with a beer opener.<BR> We also went with out light bulbs for 3 days. After many calls to get an "engineer" up to our room, we ended up going to the housekeeping hut and fetchin it ourselves.<BR><BR> Thank goodness I am not one of those poor souls who get one week of vacation a year and spent it at Our Lucaya. My husband and I vacation about 12 weeks a year, and although I was planning to return to Our Lucaya with him, we've decided when we return to the carribean, we'll to stick to smaller, more intimate hotels like the ones we have stayed in on St. Barths.<BR><BR> I urge people to think twice before booking this hotel. The hotel is much too big for the managment to handle and they are not investing in the return clientele. In fact, they did not bat an eye when we told them that the customer service we were receiving was unacceptable and we would never return. Once everyone has been there once, experienced the lack of customer service, and vowed not to return, Our Lucaya will have a lot of trouble booking those 1,000+ rooms.<BR> <BR>

Wow, did you go spring break or Easter?Sounds like you had a really bad experience. My husband and I also stayed at Our Lucaya in March this year(1st week of March) <BR>We chose the hotel because they had a really great rate for a 4 night trip through US Air. We extended another 2 days for a total of 6 nights. <BR>This did cause us the problem of getting locked out of our room on the 5th day but we went to the front desk and they corrected it ( no apology)<BR>We had an oceanview room in Breaker's Cay and the rooms were nice for what we paid. The grounds and pools are gorgeous and nicely landscaped. We ate across the street at Port Lucaya a lot because the restaurants are very pricey. (Buffet dinners ran about $30 per person) <BR>The biggest problem we had was the weather, that was the week that the cold front went through and froze Florida! I would go back as long as I got the right rate.<BR>We have been to the Caribbean before so we know that the service can be slow and you have to expect. I do agree that I wouldn't stay again if I had your experience. Luckily we did not.

Three 20 something girls lived in a resort hotel room for three days and DID NOT KNOW the door to the room would not lock? I don't buy it.<BR><BR>Danny

Don't buy it, Danny ... I don't understand. We are all 3 married and are teachers. I guess we just didn't think to try to break into our room without the key. How many people attempt to get into their room without the card?

Wow Danny Boy!<BR>Give the girl a break! You defend Our Lucaya like Puckhead defends St. Martin.<BR>Learn to respect the opinions and experiences of others. Why would someone lie about the lock on their door being broke for 3 days?

I am a 31 year old married female. For as long as I can remember, regardless of being alone, with parents, friends or husband, ALWAYS check to make sure the door is locked. Its really as easy as checking the knob after you close the door to make sure the door is locked. At least in every US, Caribbean and European place I have ever stayed it is. Sorry you had a bad experience but maybe a class in personal travel safety would be a good excursion for you next adventure.

Well pardon me for living. I've been traveling over 60% of the time in 29 years of business and one of the very FIRST things I learned was to make SURE the door was locked in my room. It's pretty common knowledge that hotel security stinks and it's one of the first of the commandmants of travelers to make sure that door locks. And for Tony, I did not say one word about the resort, just questioned what now appears to be a lapse of judgement by an inexperienced traveler. <BR>Danny

Thanks for the tip - Believe me, I now know to check the doors. Although far from an inexerienced traveler - have traveled to 4 contintents, I learn new things everywhere I go. Just wanted to save someother unsuspecting group of ladies who just want to read, relax, and sip some cocktails the problems we encountered.

Wow. That has got to be the worst travel experience I have ever hear of. Imagine that a door would break at a hotel with only 450 rooms, or that the was no bottle opener, or that a security alarm would go off if you tried to jimmy the door open. How did you survive? I can't believe that they did not refund your entire stay and airfare too.

A.M. Azed: She just gave a trip report for crying out loud! She never said she expected anything in return for the problems they encountered. She offered more to this board with her trip report than you did with your silly little insults. Calm down.

Oh my. You obviously are not "...one of the pour souls that only get one week of vacation per year". As a member of the poor soul group, I am out raged that the resort could have been so mean to one of our finest. <BR><BR>Please note that K does in fact "try to get something". She is not just giving a report, She is asking people to avoid this resort. Avoid the entire resort based on those anecdotes? Come on.

Wow! I was looking forward to spending 10 days at Our Lucaya for my first trip outside the U.S.!! Now I'm not sure what to expect. Has anyone had a good experience at Our Lucaya. I don't think that having a bulb out or having an alarm go off if I'm trying to break into my own room will ruin my vacation but my wife and son and I are really looking forward to this trip and I hope it doesn't turn out to be a disaster.

Zach,<BR> Relax and enjoy your vacation. We've been there four times since it opened in November of 2000 and love it. It's an absolutely beautiful resort with immaculate grounds, a friendly staff (but for the 10 percenters you will find anywhere), and a great deal to do. Check out my amateur web site at www.fortunecity.com/oasis/bahia/443/index.htm for links to extensive trip reports about GBI, especially Our Lucaya, and over 200 pictures, many of the resort and it's golf courses.<BR><BR>Danny

I find there are some glaring holes in Khostler's story. For one thing, she says she went down with two other women, then she says she's married. She also says she gets 12 weeks of vacation a year? Who in the world gets that. (INCLUDING TEACHERS) And who in their "20s" could afford to have vacationed in St. Barth's.<BR>I want your life!!!!

Maureen, I don't know who khostler is, but even I am perfectly capable of responding to the "glaring holes" (are you serious?). First, teachers in our town get at least 12 weeks vacation per year. 9 weeks in summer, 1 week at Christmas, Presidents week, Easter week PLUS several long weekends. That's one "glaring hole"<BR><BR>The second "glaring hole" you point out is that she said she went with friends but is married. Here's a bulletin for you, just because you are married doesn't mean you are physically attached to your spouse. I've been married 18 years and take 1 or 2 vacations per year without my husband(as well as 2 or 3 with him)as he can't take a lot of time off.<BR><BR>Who in their 20's can afford St. Barths? When my husband and i were newly married we had plenty of disposable income. We had high paying jobs, went on lots of nice vacations, why once we returned from skiing in Switzerland to pack and leave the next day for Barbados. It's when you're older, with kids that it's more difficult to get to St. Barths!

Clueingin: Bravo! I couldn't have said it better myself. Some people are so quick to judge. Who do they think they are, anyway? They obviously have no sense of reality.

Awwhhhh Khostler! I'm sorry you had such a bad experience there. I, on the other hand, love Our Lucayan. Me and my boyfriend always stay there. We love it and the people are so nice. We are in our 30's and go there 3x a week. we travel alot (granted not 12) but alot. No kids and no obligations. that's what makes it possible!!!

Sorry all! I meant 3x a year.

who cares anyway?<BR>A story is a story, why does anyone ahve to question or defend what someone is trying to say?