I have stayed at many 5 diamond resorts and physically the hotel matches with those, how ever the front desk staff does not get to that level. I reserved a suite with a butler. The butler team e mailed me a few times, asked me if we had check in and out preferences, I requested an early check in and a late check out. When I arrived I was told the room want ready. That was perfectly understandable , how ever the person checking me in was quite rude about it. I was told it could be an hour or 4 hours. All he did was get me aggravated, because in the end it was 20 minutes. When it came time for check out I requested a late check out, we are platinum so we didn't expect a problem. The first person said no it was not possible. The hotel was empty, I asked some one else and they did get us the late check out. Again I don't see the point of getting the client aggravated if the answer will be yes. The pool side staff was not very attentive. Once you got your chair no one was walking around, taking drink orders. The rest of the staff was excellent. The rooms are beautiful , the terrace is very large and so comfortable. The beach and poolside furniture is the best I have ever seen. You don't need to pay extra for say beds and other couches. The location is amazing. Would over all strongly reccomend the resort
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Report response as inappropriate
Thank you for your recent stay and your review on TripAdvisor. I appreciate your comments, especially as it helps to improve our guests’ experience.
Although I am pleased to learn that you liked our guest rooms with the breathtaking ocean view, I am disappointed that it was not a flawless stay for you. We clearly missed the mark with providing you with an exceptional experience in many areas. Please accept my sincere apology for falling short of showing you the value you deserve when staying with us.
Please allow me the opportunity of discussing your comments further so that we can examine the issues which you have noted. I may be reached at 305-993-3310.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.