My husband and myself stayed this past weekend for 4 of my lovely friends who turned 40 this month. So to say the least, this was to be a very special event. I will start by saying the only reason I gave The San Luis Resort 2 stars (not 1) is because Filletta (the most outstanding hotel everything super star), Michelle (sweet and very accommodating hotel rep), Stephanie (gold star pool staff) and Simon (rock star hotel food and beverage GM). As hotel employees they truly deserve 5 star ratings. But unfortunately, I am rating our over all experience, not just them.
Friday was a real treat with spa services and pool side fun. We were treated with first class service all day. Then came dinner... The hotel restaurant, The Steakhouse, proudly boasts it is the number one steakhouse in TX. My husband and I ordered the 20oz bone in fillet, medium rare, to split. We love a great steak and can appreciate the fine quality of this cut. However I'm not quite sure the chef knows medium rare from well done, as our steak was way over cooked. After sending it back, the second steak was fine. I have never been to a top steakhouse and had to send my steak back - ever. They made it right, but it took two tries. With that being said, not worth the $$$.
Saturday was so much fun throughout the afternoon. We had a great poolside experience, until I got my things together to leave and noticed someone had stolen my brand new cover up from our reserved area. Bummed, but not willing to let it ruin my great day, my husband and I went up to our room to get ready for dinner. THIS IS WHERE IT WENT ALL WRONG....
See the attached picture from our balcony. Our room was 1426 (yes, that's 14 floors up and the very last room on the left side of the hotel). I was enjoying the last bit of sun in my one piece bathing suit on the balcony and my husband walk up behind me in his underwear (now remember we are 14 floors up and a very large concrete roof is a bit of ways below us, then the pool) to hug me from behind. We enjoyed the view then retreated back to our room. The very next thing we hear is a knock on our door. I opened it and to my surprise there were hotel security, hence RENT-A-COP SWAT TEAM, telling us, not asking us to leave, because they said they had a report of a 5 year old boy at the pool who had seen my husband naked on the balcony and was offended. After telling them they were mistaken and asked to show me proof, they said they didn't have to show me proof and we need to vacate our room and the property immediately. I said no and shut the door. The second knock found us greeted by the same rent-a-cop swat team and this time they had Galveston police. Again, I said there must be some mistake and asked them to come look at our view from our balcony, again they said no we would be taken to jail if we did not leave. I know we did nothing wrong and again said we were not leaving, we were there with a big party and please go get Simon so we could get to the bottom of this. The head rent-a-cop said Simon was not available, even though he did not try to reach him. I shut the door once more, called my friend who was staying at the hotel, explained to her they were threatening to take us to jail and pleeeease find Simon. Finally Simon and my friend came up to our room (hallway). My friend explained that what they were accusing my husband of was TOTALLY out of his character and knew he would have never behaved this way. A real police officer finally came into our room and let my husband explain that yes he was on the balcony, but in his underwear and directly behind me. Finally, the rent-a-cop swat team was called off and we were left to pick up our jaws off the floor and continue our stay. We went to dinner at the Grotto on the property for birthday dinners, including mine. After a mediocre Italian dinner, and drinks at The Hut (poolside bar) our night had been ruin by the hotel's incompetent security team.
The San Luis Resort NEVER apologized for this, NEVER acknowledged this and NEVER spoke to us again, not even our rock star food & beverage GM Simon.This completely ruined our fun, our weekend and our otherwise great stay. I am a business owner, my husband is a business owner and we would NEVER treat our customers this way and then just leave them to feel embarrassed and confused. After all this we still paid the $900 bill with not even a "Thank you & we hope you enjoyed your stay... come again."
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.