At the outset, I’d like to say this is a problem with corporate and management, not the staff. The staff were professional and friendly and did about as well as I could have expected anyone to do given the circumstances, but there was only so much they could have done.
I booked my trip in April 2021. My reason for selecting Auberge was that I stayed in the Maliouhana in Anguilla during the holidays in 2019, and I was impressed by the quality of hotel and the Auberge hotel concept (unique, luxury, boutique-style hotels that are different in each location, and great food/service). The experience I was provided was nothing close to that standard.
When I booked the hotel in April, I expected to be able to have a historic indoor lobby, billiards in the lobby, a spa, a fire pit outdoors, and the hotel also promised daily oyster-shucking classes at 5pm. Most of the experience I bargained for when I booked my trip was unavailable.
I did not see this anywhere in writing before I booked my trip, and there were no negative reviews on Tripadvisor at the time. I was only notified by phone ONE WEEK before the trip commenced via phone by the concierge. On that call, all that was disclosed was that the lobby would be unavailable. This was very frustrating, but it turned out that the spa, fire pit, and oyster shucking classes were also unavailable.
I could also hear lobby construction noise during my stay. There were regular lengthy delays with the one elevator that everyone in the building had to share.
There were also ants in the shower, and something on the couch I couldn’t identify but seemed to be either a cockroach or a beetle, which I informed the staff of and the staff diligently attended to after the fact, but very unsettling nonetheless.