When we booked the resort, we were informed that welcome drinks would be provided upon arrival and that a bellman would assist with our luggage. Upon arrival, there were no welcome drinks. The check-in process itself was quick, and the front desk staff were friendly. When I asked about the welcome drinks, I was told they would be brought to us, but they never arrived.
We were then directed to the bellman for assistance with our luggage. The bellman walked only a few steps, gave vague directions to our room, and walked away without confirming whether we understood or offering to assist with our bags.
When we arrived at the room, it was not what I had booked. I paid an additional $500 specifically for an oceanfront view. Unfortunately, the view did not match what was advertised. I contacted the front desk and was informed that we would need to stay in that room for the first night and would be moved the following day to an oceanfront room. While the second room did have a better view, it was still limited compared to the full ocean view shown in the advertisements.
The 24-hour room service was average overall. The delivery staff were friendly, and I tipped each time I ordered. However, on December 14 at 12:02 AM, I placed a room service order for four items and was told it would take approximately 30 minutes. After calling at least three times and being told the order was “five minutes away,” the food did not arrive until 2:40 AM. This was very disappointing for a service advertised as 24-hour room service.
I am unsure whether our experience was influenced by our age or background. I am 21, and my wife is 22, and this trip was to celebrate her birthday. Being young and minorities should never result in receiving lesser service. We paid the same—if not more—than older guests at the resort and should be treated with the same level of respect and care.
That said, I do want to acknowledge a positive experience during our stay. Dinner at Asiana – Asian Fusion Cuisine was excellent. The food and service were outstanding, and I enjoyed it so much that I returned again. The staff there provided great service, and I tipped each team member $5 to show my appreciation.
Overall, I was disappointed that the service we received did not fully align with what was advertised on the resort website and Expedia. When paying over $2,000 plus an additional $500 upgrade, I expect to receive exactly what was promised. I hope management reviews these concerns and works toward improving consistency and guest experience moving forward.
