We got a a deal on Group on for the resort. It was a luxury room with parking, $25 food credit and $25 spa credit. We decided to upgrade our stay to a Dolce Suite. That turned out to be perfect for our family.
We arrived a couple of hours after the scheduled check in time. When we got there, the room was not ready. The manager quickly gave us four complimentary drinks in their lounge while we waited for the room. As we waited, we noticed how beautiful the resort is. The landscape is great. Plenty of outside seating area for people to enjoy the grounds. We didn't have to wait long for our room. The manager personally came to give us our room key and apologized again for their error. We love when people to responsibility for their mistake. It is a sign of great customer service.
We got to our room and were blown away by it. It was spacious and clean. We quickly got settled in and went to the pool. Because we arrived on a Sunday the pool only had a few people there and it continued that way for the week. We absolutely loved that it was not crowded. The pool was clean with plenty of clean towels and seating. There were great lounge chairs for two, a bed, plenty of umbrellas and tables plus cabanas.
I did visit the spa for a pedicure. The spa was nice as a whole. The front desk team was ok. There was some confusion about bring my teenage daughter. They told my daughter on the phone she would be able to come and use the facility and it services. Yet, when I got there for my pedicure they said she could stay with me in the room while I got the pedicure only. She would not be able to stay in the spa or get any service. We did not complain because she wanted to go to the large pool. The other issue there was only one person at the front desk. She had a few people waiting to check in and ask her some questions. I had to ask for a tour of the facility after checking in because it was offered to me. I waited for like 5 minutes before I could ask. During the tour, I was glad I came to the spa. It had two small pools. They offered sunscreen, lounge chairs and an umbrella for part of a pool so not to get burned while sitting in the water. Inside was a sitting area for both men and women. This area had plush lounge chairs to relax. Inside the women's locker room was an eucalyptus steam room, showers, a quiet room plus an area dressing area. All of it was clean and well maintained. After my pedicure, I spent a few hours there enjoying the spa. It was a great experience.
My pedicurist made up for the front desk staff. Maricela (I believe that was her name) was attentive, knowledgeable and did a wonderful job. She was so worth the tip they automatically add to your bill. We had a wonderful personality, a true joy to have as a pedicurist. We discussed some of my areas of concern about skin. She recommended a product for these concerns. I asked for a brochure on the product. She went to get one but returned and apologized repeatedly because there were no brochure on the product. That was disappointing because I was interested in finding out more information on it. Maricela also brought my some fruit and water during the pedicure. She gets a 5 stars rating for her work and customer service.
The staff as a whole were great and attentive. We used many of the services at the resort and the staff was great each time. Although, while at the pool area, we waited over 30 minutes for a couple of drinks one time. I actually had to go to the bar area for the drinks. The waiter apologized and said he was also responsible for room service as well as the pool. Then on the last full day we found out by a waitress that there is an automatic 20% gratuity added to pool service. She told me this before I signed my receipt. I thanked her for her honesty as we had been added 20% for tip in addition to their automatic one. Fortunately at check out, the front desk clerk reversed all the added tips from our bill. This was not easy as she had to go back the three days we were there and look for each receipt. She did that with a smile.
We totally enjoyed our time there. It was exactly what we wanted a quiet, relaxing vacation before school started. The customer service was amazing.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.