4/10 Poor
Angela
23 Sept 2024
Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service
Warning!
To anyone booking this hotel through Expedia.
Upon arrival we were escorted to the front to check in. We had payed for 3 night( all inclusive) a Deluxe Sea View Room with a walk out pool. We were told we had an upgrade to the main hotel. It was a 10x10 room with a bed, small balcony and small, leaky hot tub- facing the parking lot. I refused the room. I was sent to the main desk. The front staff were completely rude and dismissive. The front lady had not other options for us or would give us a refund. They said it was ‘ EXPEDIA’s problem.
We asked to talk to the manager. After the manager tried to manipulate us into believing we payed $1000 CAN per night for a small dingy room in the main hotel. We asked to look at the hotel rates for that room and there other most impressive rooms across the hotel in the villas. She refused to show us- and then eventually after arguing agreed to put us in a two bedroom suite with a pool. Which was downstairs. Not walk-out.
The next day another manager contacted me about my room. I said it was good. She offered to book us free dinner reservations at the resort. They were already free to book. A free bottle of wine. Which was already free to take
The property is stunning, food absolutely amazing. Service staff incredible.
The main hotel staff left a bad taste in my mouth. I felt like I was being taking advantage. The following days weren’t met with smiles.
Book directly through the hotel. Know what you are getting!
Angela
Stayed 3 nights in Sep 2024