The Crane Resort

Unfortunately, our experience at The Crane Resort was extremely disappointing. For the most part the staff are very lovely and accommodating, particularly at the wonderful ladies at the breakfast buffet and the general store were absolutely delightful and this review is in no way a reflection of all of the staff.

Despite this, during our stay, restaurant waits were repeatedly excessive, typically around 90 minutes, sometimes approaching two hours. On one occasion, we ordered a small burger and nachos from the bar which arrived completely cold after a 90 MINUTE WAIT. 1 HOUR AND 30 MINUTES FOR A SMALL BURGER AND NACHOS AT A “LUXURY RESORT” THAT ARRIVED STONE COLD! Despite repeatedly requesting a food thermometer from several staff members for me to see the temperature, NONE was provided for me to check the burger and beef nachos were safe to consume. Both myself who has years of hospitality experience AND the THREE of the senior managers on site were aware from a simple touch of the food that it was unsafe for consumption. We also had to chase staff for food updates, set timers and were eventually told the burger and nachos were “on the counter” and had to retrieve the food ourselves. This is absolutely outrageous for a “luxury resort” that we had a half board for.

We raised these concerns with management DURING our stay AND after . Although management discussed submitting a report for investigation, it doesn’t appear one submitted and no resolution or even refund followed.

MOST concerningly however and something I would warn ALL future residents to this resort is the MULTIPLE unexplained card transactions and attempted transactions associated with the resort. This was apparent for other friends and family that we were travelling with so it wasn’t just an isolated issue we faced. Further transactions bearing the resort’s name appeared AFTER we returned home, requiring us to contact the bank and freeze our card while the matter remains unresolved. These charges are SUBSTANTIAL totalling over £3000 GBS with no explanation or clarity. (The holiday already cost us £6000 GBS)

Our accommodation also had significant problems, including stagnant, swamp like water immediately outside the room that produced an unpleasant smell affecting the balcony and room. We also experienced construction disruption directly below and adjacent to our room and maintenance/housekeeping issues. The half-board package was also unnecessarily confusing, requiring repeated clarification about participating restaurants and what was included. We spent most of our stay chasing up on answers than actually enjoying the facility.

We have extensive evidence supporting these claims and raised them while still at the resort, giving management an opportunity to respond. With the consent of the managers on duty, I also have a voice recording of me raising these concerns to managers for my own protection to support these claims. Since returning home, we have further made numerous attempts to contact The Crane about the issues and a follow up on our formal complaint but have received NO response. It has become apparent that The Crane Resort solely cares about emptying your pockets, regardless of if you are still on the premises, or 6,750 km away in London 3 days after your nightmare holiday has finally ended.

Based on our experience, I absolutely cannot recommend The Crane Resort. The cons significantly outweigh the pros. You will pay for “Luxury” but you will NOT be guaranteed “luxury” or even the basic decency of a response. Our formal complaint will be escalated to the relevant bodies as we have received no response.

Absolutely fantastic and everyone especially Cheryl and Danielle

Picturesque location, large resort, good range of amenities and general village feel.

But The Crane's legacy reputation as the one of oldest and best resorts in the Caribbean that had filled us with anticipation prior to our arrival sadly failed in multi ways to meet expectations, highlighting: a) guest service that was often inconsistent, notably with staff at concierge desk, reception and some of restaurants often disinterested in engaging and helping guests; b) long queues experience at reception on arrival and departure not in keeping with a luxury resort; (c) room accommodation that was not serviced for the first three days of our stay until a complaint was lodged with reception, which once it was up and running we then were shocked to find our front door open on one subsequent occasion; (d) disappointing dining experience, most notably (i) capped allowances and exclusions (foods and Poesia restaurant as a whole) as part of the full board package, (ii) waiting over 80mins on one night for food at the Azure Restaurant, only for it to arrive cold for our entire family, and (iii) certain restaurants (D'Onofrios), wines and food on the menu not available at all throughout our stay across the resort; and (e) resort amenities that have, visibly, not been well maintained, such as gym facilities with its outdated and in certain instances broken machinery.

Notwithstanding the above, our family of four tried to make the best of our experience during our 10 days at the Crane. There were notable staff that did have a positive impact on our stay, including Allisa and the Manage at the Carriage House Restaurant, Miranda and Melissa at the Zen Restaurant, Nahilla at Reception, Barry who tirelessly looked after guests around the pool area and the Breakfast Team. The pool area, tennis / pickleball courts and village area were pleasant and onducive to a positive family experienced.

Ultimately, however, The Crane failed to deliver a 5-star holiday experience that we had expected. Whilst the issues set out above, individually, could be brushed off on holiday, the aggregate impact of these failures will require a concerted effort from resort management and owners to improve its culture and standard. Our feedback has been shared directly with The Crane, which we are told will be taken seriously so as to make the necessary improvements for future guests, rather than living off its past reputation.