Eden Resort and Suites, BW Premier Collection

Location

Love itttt

Everything is always beautiful. Celebrated our Anniversary here on 2/22 and so perfect. Chose this resort because of 222 was the address and the number holds a special meaning to us. Our second time staying at this resort. Love it here!

Easy check in . Clean & nice room & facilities.

Good size room , quiet , comfortable bed , and the linens and towels were clean and soft.

Service was exceptionally outstanding, restaurants are really good twobistro, Arthur’s breakfast buffet was very tasty and really good. The room service was also good. We were at the villa and they came so quickly on one of the days we ate breakfast in.
The front desk check-in was very friendly and made me feel welcomed

Options. Stay was across from pool

Very nice hotel

Before writing this review, I was confident something would be done. Now, I am aware of other recent negative reviews AND the General Manager James Cosgrove’s response.

If the Eden Resort is interested in having this review changed and updated, they need to compensate me for my $200 bathing suit.
I understand things happen, and sometimes we do not get the service or accommodations we expect. The Eden Resort is more interested in passing the blame than giving customers a spectacular experience. Sadly, there was a time when the Resort did aspire to excellence.
My friends and I should be compensated for our suits now, not in the future. The manner in which it was handled is a huge turnoff. We got excuses: “the hot tub was just cleaned” or “we check it every hour.”
The manager should have had the ability to appease us instead of stringing us along. A complimentary meal or drink would have gone a long way. After many excuses and no resolution, we are not interested in returning to the Eden.

We have been holding our Girls Weekend at the Eden Resort for over 20 years. We don’t register as a group, but 12 - 16 of us share a large suite, and others have private rooms. We spend a great deal of time at the pool and in the hot tub. We have always had a lovely time.
We arrived on Sunday afternoon. The first thing we discovered was sewer flies in our bathroom. We never addressed this due to the issues with the pool.
The pool deck was covered with small rubber bands and confetti(?). We thought it would be cleaned up the next day.
Several of us got in the hot tub before noticing the thick ribbon of greasy scum that had formed around the water line. There were clumps of hair floating as well.
We stopped a maintenance worker and complained that the “hot tub was gross.“ When nothing was done, we called the front desk. We were told it had just been cleaned. No one came to check the bacteria levels, nor did they close the hot tub.
Overnight, we noticed the hot tub looked partially drained and was full of foam and bubbles. We assumed they were cleaning it.
On Monday, the scum line in the hot tub was gone, but the pool deck, tables, and lounge chairs had not been cleaned. The rubber bands and confetti were still there. Two workers cleaned the windows to the ballroom and tracked mulch from the flower beds onto the pool deck.
I got in the pool, and after a few minutes, something that looked like part of a diaper floated to the top. Someone came and removed it, but said nothing and shrugged.
The front desk said the water in the pool and hot tub was checked every hour. We had been at the pool since 10 am, and no one came to check the levels till we complained about the diaper at about 1 pm. No one had checked while we were there on Sunday, either.
One friend stood up to leave the hot tub, and we noticed her suit looked tie-dyed. Later, I noticed that my purple suit had turned light pink. My roommate's black suit had turned grey. When we checked with others, their suits had been ruined too. One of us contracted dermatitis from exposure to the water.
We messaged the front desk. Once again, we were told they test the water every hour. They had someone check the chemical levels and claimed they were fine. HOWEVER, they CLOSED the hot tub. Six of us went to the manager. She was nice but was careful not to admit any responsibility. She said she would call the pool company and talk to her manager. She took names and phone numbers, saying she would get back to us.
Monday night, the hot tub was full of foam again. On Tuesday morning, two men tested the water. They added “stuff” and tested again.
When the pool opened on Tuesday, the hot tub still had a sheen and was full of soap-like bubbles. The pool deck had not been cleaned, and the mulch that had been tracked the day before was not cleaned up.
At checked out, they had nothing to report. Reluctantly, we paid our bills and discussed a change in where we will go next year.
Two days later, the hotel manager called the woman who booked the suite. She was not on the list of complainants. They offered a free night at a future date. Sue, the manager, said she would call the rest of us. Now end of the week, most of us have still not heard from her. Sue also admitted that the pool company found the chemical levels “were way off”.
As I said, I have little hope for resolving this, but I did think I should warn others. It’s a shame.

The room was large and clean. The shower had a normal sprayer and then a second one from the ceiling making it a fantastic and unexpected perk. The indoor pool was large and beautiful with a tolerable temperature. The hot tub was also large and relaxing. The lady that assisted us with check in was so nice and welcoming which really set the initial tone for our stay. She even gave us a bag of chocolates.