“Schizophrenic hotel: half disco, half family resort, with poor service all around”
I stayed here with my husband and my parents (they're in their seventies; we're 42 and 52) for a post-Christmas trip. The ocean view rooms were as promised, with generous balconies and very nice bathrooms, though the decor was a bit motel-like. The hotel's amenities, including several pools and four restaurants, also make it appealing. But we knew we were in for some rocky service when we waited an hour for our meals in the almost-empty Italian restaurant (and another 25 minutes for coffee, which is baffling and unforgivable). Things really started to go south the next evening when the lobby bar was turned, from 5pm onwards, into a disco with throbbing techno music and flashing lights. My husband and I had wanted to have a nice, serene drink before dinner in the hotel's only bar but alas, no: apparently the hotel hosts a dance night weekly. Worse still, the following night we returned from dinner to find that we could hear loud dance music, as if right over our heads in what was supposed to be the quiet wing of the hotel. Apparently there was a wedding, one of several while we were staying there, in a banquet room right over our heads...two calls to the concierge did not reduce the music by one decibel...in fact on the second call he just said he couldn't turn down the music until the official end time of 2am and so he would just discount our room for the night, small compensation when one is kept up all night by blaring, and terrible, techno-pop. Who wants that at a wedding, anyway? The last straw was when the front desk could not, after repeated attempts, get it straight that we were checking out one day before my parents were...they ended up being locked out of their room before the situation was straightened out. I don't know if the staff is incompetent or just doesn't care, but it seemed at times like no one was running this hotel. Or that the person who was couldn't decide whether they wanted to cater to people who love super-loud dance music at all hours of the day and night, or the rest of us who don't.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
January 22, 2013
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Thank you for letting us know your experience throughout your stay. It is very helpful. With positive news, we have a great new manager for our Italian Restaurant Voga. She is committed, we are committed to ensure that the service is speedy and filled with genuine hospitality to equal if not surpass the already favorable Italian cuisine. Your comments concerning the music in the lobby are absolutely being evaluated. Although on Friday and Saturday we have a hip DJ after 10pm, on weekdays we turn it down a notch to mellow your ears with local Latin beats and chic lounge rhythms.
We apologize for any confusion with the check out date of your reservations. We will work with listening to your needs to make certain your stay is flawless. I do hope that in the future you could give us another opportunity to prove this. If so, please contact me.
Director of Guest Services
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.