What should have been a lovely stay for our 20th anniversary, unfortunately left us as cold as the concrete floor of the casita. Our prepaid confirmed reservation could not be located by the staff upon check-in and the young lady at the desk, while polite, could not comprehend that it was her problem to fix, not ours. We had to make phone calls to confirm the reservation and then had to ask repeatedly for the manager. She finally found the f&b manager who realized that we should just be shown to a room and the problem sorted out the next day with the general manager and day staff (nearly an hour later). We actually had the call for the general manager the next afternoon as no one called us in the morning as promised to confirm that indeed our reservation had been in their computers all along somehow. Definitely not the caliber of service that one would expect from this level of hotel. The room was nice, the bed was comfortable, the concrete floor was a little off-putting. The bathrooms are nice especially the large tub, but the shower head was in need of replacement. The location is off the beaten path, but we were placed into a casita in the back corner and had no view of anything. We would not return here and spent as little time here as possible. So disappointing.