A disappointing experience – definitely the “one and only” time
Cons: We spent 4 nights at One&Only after enjoying 3 fantastic days at Heritage Le Telfair — and the contrast couldn’t be more disappointing.
Unfortunately, our stay at One&Only was filled with one letdown after another. For a resort that claims to be ultra-luxury, the experience fell far below expectations. Here are just a few of the issues we encountered:
• No water activities: All boat and sea excursions were canceled due to mildly windy weather. We had to leave the resort to find alternatives elsewhere.
• Pools not heated: Despite the chilly weather, none of the resort’s pools were heated, except one that we were not allowed to use. That’s unacceptable for a property charging over €1,000 per night.
• Spa experience: We tried booking massages on day one and were told fully booked until day three. When our appointment finally arrived, it was canceled last-minute, and we were offered pedicures instead — no apology, no alternatives.
• Kids club: The kids’ club was mostly empty and unengaging. My sons (8 and 10) and I were asked to leave a room with a pool table and board games because it was for “13+ only.” Later, we were turned away from the padel court because my wife was wearing jeans — a surprising rule for a supposed luxury resort.
• Power outages: Electricity went out 4–5 times a day for short periods. It’s 2025, and we were shocked this was even an issue at a 5-star hotel.
We expected warmth, service, and professionalism — we got cold water, cold attitudes, and cold shoulders.
This was not just disappointing — it was disheartening. One&Only was, sadly, a one-time experience for us. I truly hope the resort takes guest feedback seriously, as the brand image does not match the reality.