The cons: This resort was honestly a rollercoaster. We were pretty let down but the welcome experience (our transfer bus was overcrowded and pretty uncomfortable) and when we finally arrived at the resort at 8pm, we were told that we can't have dinner. Well, only one of 3 couples can go to a restaurant and us and the other couple have to order a very limited (and not delicious at all) room service. The receptionist wasn't friendly or even polite, so we spent the first evening being pretty upset. They also were not aware of the Expedia VIP hotel & Gold status benefits (room upgrade when available, late checkout, free bottle of wine) - the receptionist told us that she doesn't know or care what it is, so we didn't get any of that.
The manager next day tried to make up for that unpleasant experience during the first day and even offered us a room upgrade (we already unpacked, so we didn't want to move) or a dining experience or a spa voucher for a massage, we accepted the spa and it was amazing! She also offered us a late checkout (3 hours late), which we gladly accepted. However, at checkout day, nobody was aware of that and said that the latest they could do is 1 hour, which was disappointing. I feel like there is a sever lack of communication between the team members of the resort.
The pros: The resort is stunning, food was great (except for the room service) & a lot of staff members were wonderful