4/10 Poor
EDGAR
Traveled with family
Feb 6, 2025
Liked: Amenities, property conditions & facilities
Disliked: Staff & service
Check-in was difficult, we arrived in the morning, I called to ask if they had early check-in, they informed me that after 10am they have rooms available, I was on my way, see you in 15 mins.,I said. Upon arrival, I was told they had no rooms for 10am check-in. We appreciated that they allowed us the use of the amenities, we were having breakfast when I received a text that my room was ready, I made my way to the front desk, I was told that it was not ready, frustrating, yes.Our room was ready at 12, fine, we were early. Later, our safe began to make sounds, all night, next day called them to fix, they did, that night same thing, I asked them to turn it off as we were not using it. This same person asked if we were celebrating a special occasion, we let him know that it was a birthday trip. He said that they could decorate her room, we gave him all the info for the other room. this was at 10am. We spent hours at the pool to give them time to decorate, come 3pm, nothing. I checked with concierge, Elena told me that they had the request to decorate, I asked if they could expedite it. she said she would ask but I doubt it.Long story short, room was not decorated and we never received an apology. we had brought our own decorations, we decorated last minute, at 6:30. After 2 days drinks were still warm, they brought new fridge. Rafael in concierge was rude, Norma an associate can't tell time, she made our reservation for 6, but said 8, a plus, the Italian restaurant fit us in.
EDGAR
Stayed 4 nights in Feb 2025