The first night we were there, we ate at Jasmine's, a restaurant at the hotel. We waited 45 minutes for the food, and another half hour for our food to be picked up when finished. Not once was our water re-filled. Was near impossible to get service from the restaurant. Horrible service, and it was what we experienced throughout our stay. We paid $45 a night (in addition to our room rate) for gratuities for housekeeping and the bellmen. Not once did any bellmen assist us with any luggage or strollers, as we were traveling with 2 children under the age of 2. No turndown service. We found out on our 2nd day that the outdoor pool was closed (the one that is more family friendly, much bigger then the indoor pool and with a slide). - Never was this mentioned while making our reservation. Our room was nice and spacious. Bed was great! We also enjoyed the Bermuda breakfast on Sunday, great selection. The property is amazing, with beautiful views, but the lack of service will prevent us from coming back. We wrote the manager, and even then could not come to a resolution. They obviously are not focused on customer service, and that's unfortunate because it is an awesome property!