Our stay at this resort was, in many respects, excellent. The property itself is beautiful, modern, and well maintained, and the majority of our experiences were very positive. However, several significant issues particularly related to housekeeping, guest privacy, and management communication—prevent this from being a five-star experience.
Exceptional Service Recognition
Cesar at the South Pool provided truly outstanding service and deserves special recognition. He was consistently attentive, ensured we always had beverages, and frequently created custom drinks based on guest preferences all of which were excellent. Cesar speaks very good English, is highly professional, and repeatedly went out of his way to enhance the guest experience. He is a tremendous asset to Hilton and should be formally recognized for his exceptional service.
Positive Aspects of the Stay
• All dining venues were excellent; we did not experience a single poor meal
• The breakfast buffet was very good
• The lunch shack near the kids pool offered great burgers, hot dogs, and sides
• The taqueria served excellent tacos
• Beverage quality throughout the resort was very good
• The resort was consistently clean and well maintained
• The atmosphere was relaxed and enjoyable
• Guest rooms were modern, updated, and comfortable
• Pool seating was readily available, and fresh towels were placed on chairs, which was a thoughtful and convenient touch
Areas of Concern
Housekeeping and Guest Privacy (Major Issue):
The most serious issue occurred when housekeeping entered our room while my wife was showering, despite the Do Not Disturb sign being displayed. This represents a significant privacy and security concern. Management informed us that an investigation would be initiated and stated they could electronically identify who accessed the room. Unfortunately, we never received any follow-up or resolution regarding this matter.
Management Communication and Follow Up:
As we were departing for the airport, management approached us, provided a business card, and requested that we email them to discuss the issues further. We were also informed that a certificate for a future stay would be provided. I followed up via email twice and allowed five days for a response; however, no reply was ever received. This lack of communication and follow-through was disappointing.
Housekeeping Inconsistencies:
• The minibar was not consistently refilled
• On several occasions, our room was not serviced despite the Do Not Disturb sign not being displayed
Check-In Experience:
Our room was not ready at the scheduled check-in time, and we were required to switch rooms from the one we selected on mobile check-in to obtain one that was available after waiting in the lobby for quite some time. While the final room was acceptable, this was an inconvenience after travel.
Amenities:
• Hot tubs were not hot and felt more like a warm pool and the hot tub jets did not work on any of the hot tubs.
• The main pools are not heated, which made them quite cold for this time of year
• Room televisions are not smart TVs; the ability to stream services such as Netflix or Hulu would be a welcome enhancement
Loyalty Recognition
I have maintained Hilton Diamond status for nearly ten years. While the complimentary one-tier room upgrade was appreciated, there was minimal recognition of this long-term loyalty beyond that benefit.
Conclusion
This resort has the potential to be an exceptional five star destination. The quality of the facilities, dining, and many staff members, particularly Cesar are outstanding. However, serious lapses in housekeeping procedures, guest privacy, and management communication significantly impacted our experience. With improved operational controls and more consistent management follow through, this property could easily achieve a higher standard.
