The communication was broken from the get-go. There’s no toll-free number to contact them and make changes. Email communication was ridiculous and spotty. As result, it was only when we got there - after the hotel transportation, which took 45 minutes to show up and then proceeded to take us 30 minutes out of our way TO THE WRONG HOTEL - that we found the overpriced “romantic” oceanfront room with a crappy “hot tub” (using parentheses because it only reached tepid) was ridiculously too small and was located next to an adjacent facility with party venue & DJ that went until midnight.
It gets better. I talked to the front desk lady, told her things were unsatisfactory and the we needed to check out the next day. And what do you know? All the sudden she couldn’t speak English. Go figure. But she assured us, in broken English, that she would take care of things. She did try and find us rooms at two other sister properties, but we were told the accommodations were equally small and a step down from Mi Amor, which I did not know was possible.
After spending a mostly sleepless night on an uncomfortable bed, we found a different hotel. Turns out the front desk lady did not take care of things as promised, because we had to fight tooth and nail for a partial refund, which given the circumstances, was ridiculous.
So we spent over $5K for one sleepless night there, and as of this writing, have only been refunded 1/3 of that amount. Booooooo!