Our greeting to the hotel was by far the best part of our experience. We were greeted and welcomed at the entrance and immediately given delicious fresh juice and chocolate truffles. Unfortunately, from then on it went down hill. It was our honeymoon and we had reserved a nicer villa in hopes of creating an upscale romantic experience. We found ourselves calling on the room service regularly to complete basics services such as cleaning the rooms, making the beds and restocking our water. On two separate occasions we called our personal butlers before we left for dinner and requested that our rooms be cleaned for the evening only to come back to a room that had been untouched. We were informed upon arrival that room service would clean and restock the rooms twice a day. This unfortunately never happened and at times even after being requested would go ignored by the resort staff. Our villa had two restrooms in it. Our living room bathroom worked only about half the time throughout our stay. When we informed staff of this malfunctioning toilet it went ignored for the duration of our trip. Another malfunctioning amenity of our room was the private outdoor bath. Upon our arrival we were informed that they had no warm water for the tub. This tub was a large reason we chose this room. This was a major disappointment. The room, restaurant and pool service was poor and on top of that the staff made no attempt to do anything to acknowledge our honeymoon vacation. We will not return.
Comment from Hotel Management
21-May-2018 by Aracely Barragán Front Desk Manager, Hotel Management
Dear Mr. Michael,
Thank you for taking time to review our hotel; it was an honor to host you on your last vacation.
We apologize for not having exceeded your expectations in every aspect of your stay here with us. We operate, first and foremost, with our guest´s highest satisfaction in mind, and we have an open door policy for any concerns that our valuable guests may present along the way. Please rest assured that your comments have been shared with the pertinent departments in order to be addressed and improved.
As professionals in the service industry we know that our guest’s feedback is very valuable, and the key to allow the constant improvement in order to reach an enduring high quality level in services.
Once again we are extremely grateful for your time and preference.