The resort itself is beautiful and the staff members I interacted with were genuinely kind and helpful. I especially want to recognize a few people who stood out during my stay:
• Jessica – Lobby Bar Server
• Jason – Lobby Bar
• Junior – Lobby Bar
• Omario – Butler
Each of them went out of their way to be friendly and attentive, and they truly made the experience more pleasant despite the challenges.
Unfortunately, the overall stay was overshadowed by a series of significant issues, beginning immediately upon arrival.
Check-In Issues
I arrived at the resort at 3:00 PM and was told there was no reservation under my name. After some searching, staff located my cancelled Expedia reservation.
I had cancelled that reservation on January 12 after direct email correspondence with the resort. I was advised that the hotel could price match if I booked directly through H10. Following those instructions, I cancelled the Expedia booking and rebooked directly with the resort. I received a confirmation email and still have the email correspondence confirming the reservation, including multiple hotel employees copied.
Despite this, the resort had no active reservation for me upon arrival.
I waited until 7:00 PM to finally receive a room assignment, and my luggage did not arrive until 8:30 PM.
Room Problems
When I attempted to enter the room, the key did not work. I went to the front desk twice to have it reprogrammed, but it still would not open the door. I was told security would come assist.
After waiting over an hour, security never arrived.
At around 10:00 PM, exhausted, I asked the butler to cancel the security request until the morning.
However, when I attempted to lock the door for the night, I discovered that the deadbolt had been cut and did not function, meaning the room could not be secured at all.
I returned to the front desk to request a new room but was told none were available and that I would need to wait for security.
About 30 minutes later, security finally arrived and confirmed that the entire door would need to be taken apart and the deadbolt replaced — something that could not be done that night.
At 11:00 PM, I was still waiting in the Privilege Lounge without a secure room. It felt as though requesting a room with a functioning lock was being treated as unreasonable.
Room Change and Downgrade
At 11:15 PM, I was finally moved from my original assigned room (3324) to room 3101.
The room itself was fine, but it was clearly not the Privilege room category I had reserved and paid for.
The room lacked the Privilege amenities such as:
• Robes and slippers
• Upgraded coffee machine
• Stocked mini fridge (it was completely empty — not even water)
• Higher-tier bathroom amenities
These amenities are not deal-breakers, but they are part of the room category I booked.
When I requested a refund for the difference, I was told that the room I was moved to was actually an “upgrade”, which was extremely frustrating because it was clearly a standard room. (After multiple conversations with management and providing screen shots of the hotel website listing the clear differences I was issued a refund of $46 - still not the difference listed online but I was just tired of having the conversation and let it go.
We were only staying three nights, and after the first night’s experience I did not want to deal with moving rooms again.
Departure Issues
Unfortunately, the communication problems continued through departure. On the day we left, we were placed in the wrong taxi that was heading back to the resort instead of the airport.
This seemed to reflect a larger issue throughout the stay — a major lack of communication between staff and departments.
Final Thoughts
The resort property itself is beautiful. The beach is a bit rocky but still very pretty, and the sound of the ocean is incredibly peaceful.
The staff I interacted with were polite and kind, and I truly appreciate their efforts.
However, the operational and communication issues significantly impacted my trip. Arriving at 3:00 PM and not getting into a functional, secure room until 11:30 PM cost nearly an entire day of a very short vacation.
Because of these issues and the lack of accountability in resolving them, I would be very hesitant to return.
