The hotel is clean and pretty ... that's about it! We got stuck in the sub-basement (floor "0"). It felt like a dungeon. The bathrooms are a nightmare. They had good intentions with the big shower heads but forgot to angle the flooring so the whole bathroom flounded when showering. When we asked for additional towels to block off the water the maid argued with us.
The service is awful. We sat outside by the pool waiting for a waitor/waitress for at least 15 minutes before walking out. We sat for several minutes before anyone waited on us for breakfast as well ... and there was only 2 other people in the restaurant! We ordered a pizza for room service that cost $20 plus gratuity and it was oblong(maybe 10 inches by 3 inches), no sauce, hardly no cheese and covered with tin foil so what cheese there was had to be pulled off the foil. No napkins, no silverware. The internet didn't work right probably because we were in the cellar! The only GOOD thing about this place was the tour guide named Benjamin. He was informative, polite and made our stay bearable.
If this hotel is going to charge outrageous prices then they need to step up their customer service and hire people that do NOT argue with the customers. They have a monopoly right now as they are in a perfect location for shopping etc but there is a new hotel scheduled to be built nearby. Hopefully sooner than later!