8/10 Good
Tyson
Travelled with family
Mar 18, 2023
Liked: Cleanliness, property conditions & facilities
Overall the hotel is amazing, views are stunning, food is great and architecture world class. I loved our stay very much. However, there are some glaring issues with service and management that are deeply concerning.
We visited just this March for our wedding and had a group of over 100 people staying at the hotel. We also paid a significant amount of money to the hotel to have a welcome party for our guests on the premises.
We were not offered any complimentary upgrade for bringing 100 guests to the hotel. Instead they offered to "upgrade" our room for a fee of about $1,000 Canadian. We were originally booked at the Dreams and the $1,000 got us a room at the Secrets. The room we were given at the Secrets was worse than original room we had booked. Given we were the wedding couple I would imagined that we would be given a preferential room in general but even more so given that we paid an additional $1,000 on top of the original booking price. This is pretty poor form for a hotel of this quality. We did inquire about having our room changed but it became such a run around and so much time wasting that we gave up because we were very busy with wedding preparations.
The other issue we had with the hotel was theft. My wife had $500 USD stolen from her purse, which was well hidden in the room. We also had a couple other guests that had money taken from their rooms. Front desk staff were made aware of the situation but did not show any concern and do anything about it.