I wanted to provide candid feedback regarding our experience because several aspects of this stay have been disappointing and poorly handled. This is especially concerning given that the hotel is marketed as a 5-star property.
Prior to arrival, I had contacted the hotel in advance regarding my husband’s 40th birthday (and our honeymoon) and specifically requested a special welcome arrangement. I even offered to pay for something additional if needed. The request was acknowledged and confirmed, yet upon arriving to the room there was nothing prepared at all. It was only after I wrote to complain that nothing had been arranged that four strawberries and a bottle of water were eventually delivered, which frankly felt minimal and underwhelming given the context and prior communication.
Check-in itself was also chaotic. There were multiple other guests openly complaining because rooms were not ready well past check-in time, and we were told the rooms “had not yet been inspected.” That created a frustrating first impression from the outset.
What made matters worse was the tone and professionalism of the front desk interaction. Upon arrival, your receptionist attempted to compliment us by criticizing other guests as “annoying” and “demanding.” Later, while speaking to us, he made comments about how “people who bring negative energy have a negative experience.” Even if not directed specifically at me, it came across as patronizing and carried an uncomfortable implication that guests should avoid voicing complaints.
While waiting for our room, we attempted to use the beach facilities, only to be told there were no towels available for the chairs. The beach towels that were eventually provided were visibly soiled with brown stains, which was extremely unpleasant. Then, at the towel stand, someone named Julio questioned why I did not yet have a room number. I explained that the front desk instructed us to provide our name because our room was still unavailable. His response was, “I don’t really work here.”
He then directed us to chairs that already had another guest’s personal belongings on them, assuring us “don’t worry.” Approximately 30 minutes later, the actual guests returned and understandably asked for their seats back, placing us in an awkward and avoidable situation.
Additionally, on our second day, there again were no towels available for the beach chairs, which only reinforced the sense of poor organization and lack of preparation.
We also experienced inconsistent and confusing information regarding the pricing of the pool beds. At one point, when not a single bed was occupied, one staff member quoted us $380. About an hour later, we asked another employee, who I believe was a manager, and he stated that the larger bed was $590 but that he could offer it to us for $100 instead. The drastic difference in pricing and lack of transparency felt unprofessional and added to the overall confusion surrounding the service experience.
Individually, these may seem like small issues, but collectively they reflect disorganization, poor communication between staff, and a level of guest handling that falls far below what is expected from a property at this level.
