I'll start with the good things: the location is gorgeous, lovely beach. The hotel facility is really nice and rooms are very pretty and comfortable. Bed is amazing, had the best sleep in years.
These are very important qualities, but somehow expected if you are paying 600 usd/night in a Caribbean resort.
Unfortunately, having in mind the following cons, it seems like the hotel is a bit overpriced due to its outstanding location and beach:
Service was way below expectations. Examples:
1. We arrived a bit past noon (the hotel delivered diligently its pick up service at the airport though), and had to wait approximately one hour to get our room. We understand that check in time is 4pm, but the hotel was nowhere close from being full (confirmed by the lady that finally showed us the room)... why the wait?
2. We had booked an ocean view suite... the problem with the room is that it was just beside the beach restaurant... with no ocean view. Moreover, the people at the restaurant had a great view of our suite (ground level). So much for privacy. Besides, the A/C didn't work.
We requested a room change, and the person who showed us the room told us that we shouldn't, given that we had booked a "Suite dreams" package, which had a discount. The package never said that the ocean view suite had no ocean view because it was a package. Outrageous! She said she would look into it, though. As time went by and nothing happened, I called front desk and a different lady understood the problem and solved the issue by changing us to a better located room, with a proper view... in a couple of hours.
3. Lunch: my wife ordered a caesar salad and myself a burger. After half an hour we received only the burger... we claimed for the salad. Three waiters acknowledged the situation but as the salad didn't arrive I started to eat the burger. The salad never arrived.
It should be noted, that the service provided by the beach boys was outstanding. The best service of the hotel.
Regarding the hotel's restaurants, the food isn't anything special, and they are overpriced. Service is annoying as well. We preferred to ask for a taxi and have dinner in Marigot or Nettle Bay.
Everything at the hotel had to be asked, there was a complete lack of initiative. Example: when we ran out of shower gel, we had to call front desk and ask for it. Staff didn't necessarily replenish it on a daily basis.
These service issues might seem shallow, but I believe they are total unacceptable for a hotel of the price and status of La Samanna.
Summary: excellent property and beach, but totally lacking of 5 star behavior.
Room Tip: Avoid F and G buildings, just beside the beach restaurant.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
December 4, 2012
Dear Eduardo S,
Thank you very much for taking the time to write about your experience at La Samanna. I am so pleased that you found our beach, the property setting and our beach service to your liking.
I must, however, sincerely apologize for the service deficiencies that you experienced. The shortcomings that you articulated are not shallow, and I am sorry that they impacted the overall enjoyment of your visit to La Samanna.
Thank you again for your comments; we take all feedback good or bad to heart and work diligently to improve in those areas where we have fallen short.
We hope you consider returning to La Samanna, and if so, that you will please contact me directly to orchestrate your visit and ensure that your preferences are well anticipated.
Kind regards,
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.