The actual property is excellent. Great beach, updated rooms. However, the service is subpar. For a supposed luxury experience, it misses the mark. Staff are generally rude and apathetic. The hotel is slow to reply to emails, if ever. Staff are rarely pleasant, barely telling you hello. Worst of all was how they handle issues. We booked a room for 3 people, were given 1 king bed and a pull out, the pull out was broken. We made a complaint, and for 3 days, were told it would be checked, and they would see if we could get a room with two beds ( this was requested at booking). Finally, after letting our ‘butler’ know how many times we complained to the front desk and night butler, a rollaway bed was finally brought on the last night.
The hotels air conditioning stopped working for the last two days, and only one elevator worked for a part of the trip. Food was mediocre. Reservations were hard to get despite having diamond club. The hotel never asked for reservation time preferences, so changing reservations were impossible. We had dinner at 9pm when most items were finished. Truly disappointing. The beach is beautiful though, but good luck getting a beach chair, since staff come clear away towels and guests hog them by leaving personal items as they go for lunch.
