Great property - shabby rooms
Property/Resort: (5 out of 5) Beautiful, expansive property with great views. We stayed for 4 days, 3 nights during Christmas. The resort was festively decorated. Mostly clean on the main property (pool, bars, restaurant, etc.) Staff was friendly. Slow service at times, but it was a busy travel time. Easy to get around and plenty of activities. Numerous pools and bars if you want to escape crowds or noise.
Room/Accommodations: (2.5 out of 5) The room was a little worn down - stains on the sheets and towels, holes in the curtains and bedding. Our room was not ready at the 3pm check-in time so they gave us a different room. It wasn't cleaned thoroughly. The floor hadn't been swept or mopped and there was a small amount of dirt and hair on the floor. We had to ask for a blanket for the bed, as well as an alarm clock & iron (which never came.) We also requested slippers because the floor was freezing AND dirty. On our 2nd day we noticed mouse droppings in the bathroom (our room was on the 1st floor.) The room was spacious - with a separate living room, two outside seating areas. The couch in the living room was uncomfortable, but we didn't spend much time in that room. The mattress was reasonably comfortable (firm) but the pillows were like bricks. Large bathroom, with a jetted tub and separate shower was a little worn down but fine for the amount of time that we stayed.
Restaurants (4 out of 5): Plenty of options for food - we didn't get to try every restaurant but the ones w
Comment from Hotel Management
10-Jan-2017 by Management, Hotel Management
It is a pleasure to hear about your recent vacation experience at our resort. It was also great to know that our staff provided excellent customer service and were friendly.
We are happy to know that you enjoyed most aspects of the
property, but regret to hear of your outlined room issues.
As a five star resort we work assiduously each day to provide to our valued guests the best service possible, as such please accept our sincere apology for our shortcomings. Please be assured all your comments will be shared with out directors in order to devise a plan of action to prevent any re-occurrence.
Nevertheless, we are elated to know that you loved our exquisite property and was satisfied with our array of food options. It was indeed our pleasure serving you and we invite you back to witness all the improvements made.
Until then take care.