6/10 Okay
Thomas
Travelled with partner
22 Sept 2024
Liked: Cleanliness, amenities, property conditions & facilities
Disliked: Staff & service
This was our second stay at this hotel, and our experience was mixed this time. When we checked in, we requested an upgrade to a premium suite, but unfortunately, none were available. However, Luis kindly arranged for our current room to have a direct ocean view at no extra cost, which we appreciated.
Unfortunately, things went downhill from there. On the first night, we left a tip for the cleaning staff. They cleaned the room and changed the bedding but forgot to stock clean towels or replenish the minibar. When we called the front desk, the towels took over four hours to arrive! Throughout the week, we frequently faced issues with missing towels; sometimes we only received large towels, without any hand towels or floor mats.
We decided to call the front desk to request four extra towels, but none arrived that day or the next. We ended up having to ask the cleaning staff in person. Additionally, my wife had a massage appointment at the spa. When she went, a security guard blocked her at the entrance and informed her that the spa was closed. A courtesy call to notify her of the cancelled appointment would have been appreciated.
Our final disappointment was the food at the Italian restaurant; the risotto was undercooked and bland, and we noticed the table next to us abandoned most of their dishes.
On a positive note, the buffet had great options, the beaches were stunning, seaweed was promptly cleaned up, and our bellhop was very helpful. Pay for premium VIP if you can.
Thomas
Stayed 5 nights in Sep 2024