4/10 Poor
Ryan Douglas
Travelled with family, Travelled with partner
25 Jan 2024
Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service, amenities
The property is beautiful and we generally had good experiences when getting drinks at a bar or when getting dinner at a restaurant at night. The food and drinks are good. The drink service to the lounge chairs around the pool and at the beach was terrible. It took 90 minutes to get my first drink on the beach one day. Another day I had one drink bought to me in an hour. I had multiple times during my stay when I would order a drink and it never showed up. In addition, we had housekeeping knocking on our door early one morning when we had our do not disturb sign up and multiple calls to our room when someone would just say hola and hang up. The couple times we asked the concierge for help with something she was dismissive and not helpful.
The Expedia VIP perks included a bottle of wine with our stay so we ordered one at dinner one night. At check out they said the free bottle was in our room and not to be used at dinner, this was not mentioned anywhere. The only thing in our room was a bottle of champagne that was the same that you can get at any bar. I voiced my displeasure with this and they removed the charge, but only after they were insulting and brought a copy of the receipt I signed for the bottle of wine at dinner in an effort to tell me I was wrong.
In all we were disappointed in our experience as with the cost and ratings we expected a much higher and consistent level of service.
Ryan Douglas
Stayed 5 nights in Jan 2024