LUX* Resorts & Hotels Reviews 4

Had a great time at the Grand Gaube Lux hotel, the staff where amazing and very helpful. really enjoyed my time there, no mosquitos, food was lovely, and sun for the whole two weeks i was there between August and September. Will definitely go back.

Booked the lux belle mare for our anniversary,
Arrived at hotel and all was fine.
The day before we left, I was getting my things together,
My manbag had been left in wardrobe area with our passports and a small amount of cash inside.
As I checked everything, £ 40 and € 10 euros had been taken out of my bag.
I reported to hotel and was interviewed by security,5 weeks later after posting a review, they offer a refund as long as I signed a disclaimer saying I would not post any more reviews.
I told them to keep their refund as I think it’s important to know what type of staff they have working for them.
You do not expect this at a resort of this nature,
Never had this problem at all the hotels we have stayed at all over the world, and will never return to the lux brand again.
Absolutely disgusted with lux as this really upset my wife and and spoiled our anniversary.

Long story short: pathetic customer experience ! Read before booking.

Following our first review (see below):
Pathetic: After a month and after posting our reviews on social media, the hotel finally contacted us. They called us multiple times (even on a Sunday at noon), making promises of a refund and assuring us that we would be reimbursed within seven days. We waited nine days, and we are still in the same situation—no refund and vague, unconvincing explanations. We sent a follow-up email after nine days, and of course, received no response. Feel free to contact me, and I will forward you all the emails to prove the reality of the situation.

First review posted:
A disgrace for a 5-star hotel – Avoid this establishment!
We had booked a 4-night stay (January 22 to 26, 2025) at LUX Le Morne Mauritius, a hotel advertised as a 5-star establishment.
Unfortunately, from the moment we arrived, the experience was disastrous and unworthy of a hotel of this standard.
• A room not as advertised: We had booked a Prestige Junior Suite, supposedly offering a view of beautiful lush gardens. In reality, our room faced a wooden fence and a Driving Center—nothing like the pictures in the brochure.
• Unacceptable lack of hygiene: As soon as we entered the bathroom, we found hairs in the bathtub, a broken toilet seat, and an overall feeling of neglect. The restaurants were no better, with dirty placemats and a blatant lack of cleanliness.
• Terrible service and reception: No effort was made to offer us a solution. We were simply told that the hotel was fully booked and that no room change was possible.

Given these unacceptable conditions, we immediately requested to cancel our stay and receive a full refund. The hotel had us fill out an official refund form, assuring us that we would be reimbursed within seven days.

More than five weeks later, still no refund!
The hotel has ignored our multiple follow-ups by email and phone. Nonexistent customer service, zero respect for commitments.

We had to book another hotel at our own expense, and today we are faced with a total lack of professionalism from this establishment.

We strongly advise against this hotel! It fails to honor its commitments and does not respect its guests. If you are looking for a real 5-star hotel with proper service, look elsewhere!

We are attaching photos so everyone can see the reality of the situation.

Nous avons réservé un séjour de 4 nuits du 22 au 26 janvier 2025 à l’Hôtel LUX Le Morne Mauritius*, un établissement prétendument 5 étoiles. Malheureusement, dès notre arrivée, nous avons été confrontés à une expérience désastreuse, très loin du luxe promis.
Un accueil médiocre : Impersonnel et rapidement laissé dans un coin à notre arrivée, un personnel peu concerné.
Une chambre indigne d’un 5 étoiles : Nous avions réservé une Suite Junior Prestige avec une "vue sur des jardins luxuriants" ; en réalité, notre chambre donnait principalement sur une palissade en bois nous séparant de l’hôtel voisin et un Driving Center, rien à voir avec la promesse faite.
Des conditions d’hygiène inacceptables : Nous avons trouvé des poils dans la baignoire, le battant de cuvette de toilettes cassé et un manque général de propreté. Les espaces de restauration étaient également sales, avec des sets de table tachés.
Face à ces désagréments, nous avons immédiatement demandé l’annulation de notre séjour et un remboursement intégral. Après nous avoir confirmé l’impossibilité de nous reloger dans une autre chambre, l’hôtel nous a fait remplir une demande de remboursement, en nous assurant un virement sous 7 jours. Madame Daminee Atchamah, Assistant Front Office Manager, nous a personnellement confirmé que la procédure serait rapide et garantie. En parallèle nous avons dû réserver un séjour dans un autre hôtel par nos propres moyens.
À ce jour (plus de 5 semaines après notre départ), nous n’avons toujours reçu aucun remboursement !
L’hôtel ignore tous nos e-mails et appels téléphoniques malgré plusieurs relances.
Service client inexistant : une attitude absolument irrespectueuse envers des clients lésés.
Nous déconseillons fortement cet hôtel ! Derrière son image luxueuse, il cache un manque de professionnalisme et de sérieux, et ne respecte pas ses engagements envers ses clients. Si vous cherchez un véritable hôtel 5 étoiles, fuyez LUX Le Morne* !
Nous joignons des photos attestant de l’état de notre chambre pour que chacun puisse juger par lui-même.