The resort is outstanding, beautiful. But we just made a group reservation, one person canceled and the hotel charges the same amount of the beginning, saying that they give us credit, but charge still same amount of the first contract. The reservation people and front desk was very rude, very unprofessional very bad customer service, that was a very bad experience.
Hotel is kinda old, rooms were equipped with a kitchen and utensils you can use. Breakfast was okay, usual continental breakfast with some latin dishes. Hotel is huge! Right next to the water which is very convenient. They have a great beach with beautiful water
Just got back from a long weekend in Roatan! We stayed at the Infinity Bay resort, had a wonderful experience! Loved our room, the food and the people. Particular shoutout to Danery Fisher in the front desk who made our welcome amazing! She made sure we had the best experience possible and we did! We will for sure go back to Infinity Bay!
I had my wedding day at this resort. It was more beautiful than I could ever imagine. Karen coordinated the most perfect experience for us and our family. I will forever remember and cherish infinity bay.
The location is amazing. The snorkeling was some of the best off-the-beach experience we have found at any resort. We enjoyed floating in the current along the reef to the end of the bay! The room itself was as expected; maybe better.
Unfortunately, my stay started with a very bad experience at reception. Construction. The workers were pounding just outside reception, making it difficult to even hear what was being said. The pounding made my head pound and that made the check-in experience even worse. I have booked many trips and have, in the past, seen resorts with construction warnings on their website. This allowed me to determine if I wanted to go to the resort while construction was going on. Infinity Bay’s website did not provide me with that information. Disappointing. I should also point out that we lost electricity and that the room internet access never worked after that. I had to assume that the construction was the cause of the electricity outage.
I booked a one bedroom garden view unit but made the mistake of not increasing the adults to two on the day I booked, so the reservation was for one adult. At check in I was informed there was a $50 per day charge to allow my wife to stay in the room (a total of two people). With tax, I had to pay an additional $295 (5 nights) for two people to stay in a one bedroom unit. I was very unhappy with this but as I had a deposit of over $900 already paid and I was already there, I did not feel that I had a alternative. This started my stay with me feeling I had been taken for $295. I explained I would never have booked a Garden view unit for $365 when a Pool view was less. I, later, went online and verified that one person or two persons in a one bedroom garden view was the same price. That, of course, increased my feeling that the additional payment was not justified. I could understand adding a charge had we had third or fourth person to a one bedroom but charging for a second person was simply taking advantage of my innocent mistake.
Being our first visit to Roatan, we decided to go with the all-inclusive option. We did not understand that there was only one restaurant with a very limited menu and very limited service times. Our mistake. Other than limited menu choices, we found that the food was often served cold and unappetizing (not worth the bother of eating). The one day we upgraded to lobster it was served over-cooked but at least the vegetables were hot. Again, I consider this our mistake for not checking other dining options prior to the visit. I would certainly not recommend the all-inclusive option to anyone staying more 2 days. We have stayed in many all-inclusive resorts around the Caribbean from 3-star to 5-star. We have never found such a limited menu and limited hours when we could eat. Certainly not the experience we thought we were paying for.
The shuttle situation getting back to the airport could certainly be improved. Taking an 8:00 AM shuttle, arriving at the airport at 8:20) for a 12:30 PM flight is a bit ridiculous but the only option as the next shuttle was not until 10:30. A 9:30 shuttle, especially on a Sunday, would have been appreciated. I was told my option for leaving later was a $40 taxi ride. Three hours and thirty minutes at the airport was a long wait.
I was also surprised to be told that there was no manager working on Sunday morning. My plan was to discuss all of these issues with the manager on duty only to be told that management does not work on Sunday. Imagine my surprise that there is no one in charge. I hope these comments do not come as a complete surprise as I asked the desk person at check-out to convey the information to management when they returned to work.
West Bay is beautiful. The reef is wonderful. We will probably visit again. We had a good time in the water, but my wife said that she would probably not stay at Infinity Bay on our next visit. She simply is not sure she can trust Infinity Bay to treat us properly.
