Erica's Cafe Tours and Activities

All staff were professional, courteous and friendly. They all went out of their way to grant your requests. The ambience is very nice. The electrical outlets on the patio didn't always work. Had to be creative in getting plugs to stay in. They also need to upgrade from 110v to 220v. Just kidding, but they should have something for travelers from Europe. Internet service was pretty good. Everyone in my group were pleased and would return. The tour setup for us by the manager was fun!!!! Good people, fantastic accommodations. Recommended...

Overall, the resort property is good, but the customer service was awful. As Privilege guests, we paid a premium for a relaxing, high-tier experience but left feeling tired and incredibly frustrated due to a severe lack of communication and follow-through. A month later, management still has NOT RESPONDED to my formal complaint. We spent our trip being passed from person to person trying to fix a loud AC/maintenance issue: • Sun, Sept 6: Awakened by loud, strange noises in our room. • Mon, Sept 7: Reported it to butler. No one showed up. Noise returned; we recorded video proof. • Tues, Sept 8: Went to Privilege desk, passed to Risk Mgmt, then Guest Services. Waited 2 hours in room; no one showed. Our butler promised to recall them. No one came. • Wed, Sept 9: Spoke with rep at Privilege desk. She heard the video and sent maintenance for a temporary fix, but the noise quickly returned. • Thurs, Sept 10 (1:57 AM): Awakened again. Called front desk. Maintenance finally arrived and offered a room change. Out of sheer exhaustion and needing to wake up early for our flight back to the States, we packed and moved in the wee hours of the morning. It was the only good sleep we had all week. Nice property, but if something breaks, expect to be passed around and ignored. Upgraded tiers are not worth the premium here.