Captain Morgans Retreat

What People are saying

Peaceful Retreat, but needs some polishing on staff and resort

m0nibaeon 14/11/2017 00:39

Nice resort in terms of location. It's off the beaten path, about 7 miles north of the bustling San Pedro. We enjoyed the solitude when we weren't in the city. The resort is quiet and tranquil. However, there needs to be some polishing of the staff and how they greet and respond to guests. The staff although kind, lack a professionalism that would enable Captain Morgan's to stand out as a true top notch resort. They seem quite laid back and lack the eye contact and effective communication. For example, when I checked out, there was no thank you for your stay maam or similar expression. It was just I turned in the key and they said i'm all set or something of that nature. Daniela although a sweet young girl, is your first impression in the office and should be trained to be much more inviting with her expressions and her speech. She seemed very non-chalant in her approach.

The resort also needs a better maintenance staff. Although they do arrive pretty promptly when called, they seem a bit clueless on how to resolve some of the complaints. Example - my bedroom chest of drawer wouldn't close and there was a foul smell coming from the shower pipes. Maintenance told me they would check it and did, but no issue could they find. So they said they would check outside to see if there was an issue, however they never returned to give me a follow up. I waited 2 hours only to have to walk to the office late at night and inquire myself on the status since there are no phones in the rooms (another issue with women staying alone, a phone is a safety measure). So finally I suggested to maintenance to flush the pipes with some fragrant cleaner and hot water and guess what? It worked. But interesting that I had to find my own solution. I do recognize that Belize is a laid back place and the response and solutions won't be as good as the USA since the infrastructure is not the same, however if americans are staying at the resort, it may be a good idea to train the staff on how to approach and handle things in a more polished way as our culture is different and when we stay at a 4 star resort, we expect more.

Another item of concern is the bugs/mosquitos truly eat you alive while sitting on your balcony. Are there not extermination/but spraying services? It took over a week for my bug bite to go away. Most resorts will spray so as to avoid this discomfort for guests. Overall, we enjoyed our stay, but it is our hope that with new management, Captain Morgan's will reach its true potential.

Good: location, peaceful, onsite store, strong wifi, large rooms
Not so good: no phones or coffee in room, staff could polish up on professionalism and get additional training, spa prices too high, food prices a bit high as well, limited activities onsite besides water sports.

Paradise

gonzalez7004on 02/11/2017 14:04

Close enough if you want, feels far far away. Beautiful, well-maintained. Excellent service . Plenty to do on site if you want to rest up, plenty of tours if you prefer to be more active. Been going there for 10 years will be going for the rest of my life

RUN DOWN RESORT, TERRIBLE SERVICE

brian fon 28/10/2017 00:19

My wife and I just spent a week at Captain Morgans as guests of some property owners. We have been to a lot of different Caribbean resorts and this is the absolute worst as far as the property, the beach, and most importantly the service. The property is fairly run down with a lot of repairs needed. the maintenance is poor, as the hall lights by our stairs were out most of the week and they did not clean large deposits of sand off of our stairs for days. There is no decent beach at the resort and what little sand there is has no water in which you would want to enter, as it is all slimy silt or grass. The pool is cleaned in the morning and never cleaned again all day so has bugs in it much of the day. The pool bar on the second pool, where we stayed, was closed for our first 4 days.

To add to these issues, the service was never helpful nor accommodating. we got to the resort early and even though all the rooms around us were ready early, our room was not ready until well after the check in time, which was 4 oclock. we got in our room closer to 4:30, after arriving at 2:30. as I asked about the issues, we were told the prior guests did not leave until 11:00, 5 hours earlier. they offered no help to us on this issue. when I asked to speak to the general manager, Greg, he was conveniently off premises. I asked that he contact me. a week later, I still have not heard from him. I was directed to the owner, who was in the bar, and he quite rudely told me that he offered no apology, and while wearing his gold rolex, said "he did not need to talk to guests" and then dismissed me. never heard from him again either.

On my last day, I asked if I could purchase a gallon of gas, which they have on site, to top off my golf cart, after 15 minutes in which greg was again absent, they told me they would for $15 per gallon. I said no thanks. It seemed everyone had their hand out for a tip, but no one wanted to actually provide good service for it. It seemed everyone smiled and nodded but they really did not care if you were there or not. I could go on about the prices that were well higher than at other stores and restaurants and that the other restaurants charged less for better food and drinks, but I do not have enough room to do so. Suffice it to say that Captain Morgans offered a poor experience all the way around.

If you want something better than a run down resort and very bad service go somewhere else. we will never return to Captain Morgans

Great for groups!

michelleharvellon 24/10/2017 19:23

We had a group of 20 with 3 kids under 12 included. The restaurant, bar and staff were very nice. We spent every night in the casino as well. There are a few items I wish I would have brought. If you drink coffee you may want to bring some and your sweetener of preference or you can purchase it there in the store, also i should have included a couple beach towels so I didn't have to keep up with the resort towels which there is a fee for if somebody grabs your towel and you don't return it. I also brought a few snacks, but next time I will bring more for the kids.

We did bring a few things that came in very useful: Vodka, wine, some snacks, hair conditioner, bug repellent, full face snorkel masks, dry bags, water proof disposable cameras.

The speed boat that we reserved was good with drinks on board.

We had a 3 bedroom condo which was great for us to share with another couple and their 2 children. We also brought a nanny so we could go out at night to the casino.

We will be back!

Beautiful Beach

Vicki Lon 24/10/2017 07:51

This resort has an absolutely beautiful beach. The staff is working hard to make your stay comfortable. The resort itself needs some upgrades. The rooms are dated and need some work. The TVs need upgraded. No phones in any rooms. New owners are apparently working on the property to bring it back to its original condition. The restaurant is open air. The mosquitoes are bad this time of year. The restaurant does not necessarily have everything on the menu. We ended up eating elsewhere. The resort is still using primarily a "paper" system. This needs updated. Several tours are available from the resort. We went on two snorkel trips and a trip to some Mayan ruins and Cave Tubing. All were excellent! All staff were very nice and are working hard given what they have to work with.