Bermuda Musical and Dramatic Society

lovely beach. could use and escalator however

The worst customer service we have ever experienced at a resort. The property itself is fabulous, but unfortunately, the service was so poorly managed that we would never return. We had an oceanfront room directly in front of a wedding, which we had absolutely no issue with. However, the band was so excessively loud that our entire room vibrated for hours. When we raised the issue, the hotel showed virtually no concern and made no meaningful effort to accommodate us. The service issues extended well beyond the noise. On one occasion, we waited two and a half hours for lunch, and one of our meals never even arrived. Despite this, the manager did not bother to come to our table to address the situation. We also booked and paid for an 80-minute massage but received only 60 minutes while still being charged for the full treatment. This was yet another example of the lack of attention to detail and accountability throughout our stay. The one bright spot was the pool and beach staff, who provided truly exceptional, over-the-top service. They were outstanding and deserve recognition and promotion to management. It is a shame that such a beautiful property is let down by such consistently disappointing management and customer service. A gorgeous setting can only go so far when paying guests are made to feel that their concerns simply do not matter. Unfortunately, the poor service has completely overshadowed the property itself, and we will not be returning.

This is a stunning hotel that is actually compromised of mostly residential units that are rented out and you will meet many people that live there, and that they care about the property being active. We stayed for 5 days in October and it was overall a lovely stay. The room, the balcony, and the amenities are mostly clean, minus a problem we'll note later. The view of the harbor is gorgeous, and the staff were generally friendly and helpful. We especially liked the convenience of both the shuttle to the beach plus golf and the ferry to Hamilton, though we thought the times were too concentrated in the morning and night on the ferry, and that there could be at least one afternoon trip. Perry, the captain, was absolutely charming and a delight to see every day. What we did not like was that there seems to be a serious ant infestation in the rooms. It is a known problem all over the island but when we brought this up, they said it was our fault for not using room service every day. We're not talking about 5 ants here, we're talking about hundreds that suddenly appeared in the bathtub. Some of the furniture was also noticeably worn and stained. We also found it rather difficult to book a tee time. The team had initially reached out to us here but gave conflicting details to what Darren would later tell us at the golf course. The hotel website still has content noting a complimentary round of golf, one of the reasons we chose Newstead, but that is no longer the case.