The hotel was nice, but the customer service and loyalty were adequate AT BEST. On the 3rd night of our stay, our 34 old son went out to the beach part of the property, which is smaller than a tennis court. He placed his belongings on a towel and was approximately 10 feet away in 6"of water facetiming his best friend. While he was doing this, a person, took his towel and all it's belongings. The police officer, determined that the hotel was fully liable as the towel was on the hotel property. While working with the police, we learned that the resort chooses NOT to have cameras outside their property, so they don't have to get involved with the courts WHEN these robberies happen. Considering the amount of homeless people hanging out back on the very small piece of property, I find this choice incredulous as it wouldn't take much to protect the hotel guests. In fact, when I brought up the robbery later to hotel employee, he barely acted surprised, which I found strange.
To make the situation even worse, the hotel's response was EXTREMELY DISAPPOINTTING. The following morning, my husband and I addressed this issue with the front desk and were told they were about to do a shift change, and a manager would be calling within the hour to discuss. FOUR hours later, I went to the hotel manager, Denis. He stood before me with a blank stare as I shared the story. Finally, he shrugged his shoulders and said "your son left his belongings unattended, what do you want me to do? " Which he repeated three times. NO EMPATHY, NO SUGGESTIONS, NO ACKNOWLEDGEMENT that there is a homeless issue outside of their hotel which could be easily controlled due to the size of the property. He FINALLY offered $100 credit to my room. Considering we spent $3,351 for the two rooms, I was speechless. Only because I had to leave for the airport, I asked him to add $100 credit to my son's room and walked away in complete disgust. The saddest part of it all, a beautiful holiday was COMPLETELY ruined because of their lack of ownership.