To start with the front desk: instead of suggesting the best service to us they took their time allowing the personnel from the casino located across the front desk to bombard us with "best" offers and discounts we could only get in the casino. Then we were informed that they are booked and they don't have much choice of the rooms because it was Thursday and many people did not check out yet. We got the room facing the parking lot of another hotel (yes, the whole one side of the hotel has rooms facing the parking lot-enjoy the view), and our friend got the room right on the top of the air conditioning units. Upon attempts to switch the rooms we were told they have only worst, not better ones. it took our friends 2 days and 4 rooms to get satisfactory room. The room itself was, well, small, outdated. There was a music outside of the hotel till 4 in the morning, and we had to close the door and turn on the air conditioner, which made even worse loud sound. For 3 out of 7 days of stay we had to call for them to bring us the bath towels- their explanation:"you know, we have a small laundry", and on the 4-th day when we came from the beach at 5.30 in the evening our room was not clean because the cleaning lady was just going to get to us- we were lucky we got our towels. About the fruit "basket" that somebody mentioned before- it was hilarious- once they brought a small plate with banana, 2 apples and kiwi. The beach is ok, I can't say they really clean it, but it was decent. The food in the hotel is a separate chapter. if you have all inclusive option and are not planning to get out from the hotel you are destined to be bored with the same meals over and over again, plus the beauty of drinking nice and cold juice and eating various fruits both kindly retrieved from the cans that you can (but we usually don't) buy in any supermarket or 99c store. I get it, Aruba import most of the fruits, but don't say that you are 4 star hotel- say 2 and own it with pride, this way people know what to expect. The only decent restaurant was Italian.Overall the staff was ok, some were openly rude, others were nice- nobody cared about tips. If you travel with kids: yes, you absolutely have to pay full extra charge, but the kids club is non-existent and there are absolutely no activities for kids in the evening, so you are their best entertainment. Oh, and by the end of vacation I went down with food poisoning and the first day I came home , I had to visit my doc for IV. Best vacation I've ever had, indeed!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
February 15, 2013
Dear Milena Z,
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Thank you for taking the time to write such a detailed review about your recent stay with us. I sincerely apologize for the inconveniences your experienced. and will follow up with you today via TripAdvisor to check-in.
I am truly surprised by the lack of room service provided by our staff, as this is certainly not the form for us. Your satisfaction is our goal, and the team is trained to go above and beyond to accommodate our guests. Our resort has strict standards in place so that each room is ready and prepared for guests upon check-in and throughout their stay. These standards include the cleanness of the entire room and ensuring that all amenities are in place. Please accept our apologies for the inconvenience you experienced. I have shared your comments with the manager and housekeeping team, and I assure you this is will not happen again.
In regards to the location of the rooms, we receive a large amount of special requests and we do our best to accommodate them. This can be a challenge especially during peak times.
I’m sorry that you were ill after your stay, and I immediately looked in to this with our resort. Please know that we have no reports of food poisoning at our hotel. Our food is handled with appropriate health and safety regulations, as the safety of our guests is our priority.
I am surprised by your comments about the variety of our cuisine. Our executive chef strives to provide an extensive selection in our buffet and four gourmet restaurants including: L’Olio, El Olvido, Zen and Desire. I’ve discussed your comments with our executive chef, as we’re always looking to enhance the culinary experience for guests.
Regarding our Kids Club, I’ve addressed your comments about our activities with the Fun Club manager, as his team works hard to organize a variety of activities for children, including a mini disco, contests and more.
Thank you again for the feedback, as it helps us to improve upon our high standards for quality. We do hope that you will give us the opportunity to better serve you in the future.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.