Beautiful resort but disappointing service
From the moment of arrival i encountered problems as i booked two joined rooms with two twin beds in each room. Upon arrival, I was told that they were unable to put us in two rooms which were joined that had two twin beds, instead one had two twin beds, whilst the other had 1 king bed. I was not settling for less than what i had booked and specifically requested 5 months in advance. It took 2 hours of speaking to management to sort the issue out in which it took hotel staff less than 5 minutes to re-configure the bedding arrangements. I thought the reason why the check in staff were so unwilling to re-configure the room was because it was some major operation, however all it involved was splitting the mattress and tucking the sheets in, something I would of happily done myself!!
Amongst this, I was greeted with a room which looked identical to my last stay 17 years ago. Rooms were extremely outdated and smelt unpleasant with stained sheets and towels and a safe that did not work... Calling room-service did hardly any justice to fulfil requests as staff took never shorter than half an hour to attend to requests and sometimes would not even show up at all... I had to call 3 times for my safe to be replaced before someone actually came. Other disappointing traits included stained cutlery and cups in the breakfast area as well as being served rotten tomatoes at the buffet.
Overall, the stay did not reflect the service and expectations of a 5 star servicescape venue.