How do you even start to review a hotel that left us with a completely mixed bag of experiences after our three nights?! I'll keep it simple and to the point:
The Good Points:
Stunning location with truly amazing views.
Secluded, private, quiet and the perfect hideaway.
Big rooms (we had one with a bath in the room, by the window)
Great staff who were super-friendly and helpful.
Excellent food, every meal was fantastic, no complaints there.
Staff went out of their way to make my wife's 40th birthday as memorable as possible.
The Bad Points:
The hotel needs a massive refurbishment in every single area.
Every thing feels old, tired and patched up with minimal expense.
Hotel management needs to seriously sharpen up and improve attention to detail.
Plastic palm trees in the bar area.
Food took ages to arrive in the restaurant and then the wrong dishes turned up?!
Bar staff seemed over-stretched and drinks took ages to arrive.
The alarm bells were ringing as soon as we arrived in Reception. Nobody to greet us at the door. Nobody to take our bags. Plastic notices stuck on the walls with Blu-tack, messy behind the reception desk. On arrival in our room we rang and asked for some ice. After one hour I went to the bar and got it myself. Cigarette butts and old hair clips on our terrace, weeds growing on the terrace, a plastic shower cubicle that looked like it was from the local DIY store, no towels since they'd forgotten to leave them etc etc etc.
I must reiterate that the staff were super-friendly and really did their best but whether it's due to a lack of staff, poor management or no training, the customer service levels are simply not good enough.
The whole hotel has the feel of a once-great hotel that had its heyday about 20 years ago and has subsequently slipped into gradual decline. It needs a MASSIVE refurbishment program. If a world-class hotel chain bought it and spent $5m to $10m on returning it to its former glory then it could once again be the gem it once was.
You can't deny that the location and views are world-class and the chefs are excellent but nothing else was up to par. Old and tired like a movie star who has long been forgotten and neglected.
None of this would matter if the prices were in line with the overall experience but we paid 2,500 Eur for three nights (including food and drink). We could have stayed in some of the best hotels in the world for that money. A three star experience for six star prices. I would be giving the hotel a completely different review if we'd paid 200 Eur per night. I'd feel that was fair and correct but we paid over 550 Eur per night.
Go and spend an hour in the cascades pool, watch the sunset on the terrace and enjoy a nice dinner - well worth the effort. BUT think twice before booking to stay. You'll be sorely disappointed.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.