Ratings based on 314 Verified Reviews
4.2 Room cleanliness
4.0 Service & staff
4.0 Room comfort
4.0 Hotel condition
Expedia Verified Reviews
by A verified traveler
Posted 9 Dec 2024
Everyone
Comment from Hotel Management
10 Dec 2024 by Management Team. , Hotel Management
Hello Nakia, Thank you for allowing us to host you and for leaving your feedback. We are happy to learn you had a great time with us.Best Wishes,
by A verified traveler
Posted 8 Dec 2024
Comment from Hotel Management
9 Dec 2024 by Management Team. , Hotel Management
Hello tyrell,Thank you for your feedback. We are happy to learn you had a great time with us and we look forward to seeing you again soon.Best Wishes,
by A verified traveler
Posted 5 Dec 2024
Comment from Hotel Management
9 Dec 2024 by Management Team. , Hotel Management
Hello Tafari,Thank you for your feedback. We are happy to learn you had a great time with us and we look forward to seeing you again soon.Best Wishes,
by A verified traveler
Posted 27 Nov 2024
There was blood on the sheets, there was a bad leak from bathroom and ac unit. The leak was in from of door as I walked in I slipped and fell. I let guest service know and the downgraded our room in the middle of the night. I was speaking to the night manager letting him know how inconvenient it was and hung up the phone
Comment from Hotel Management
29 Nov 2024 by Management Team. , Hotel Management
Hello Stephanie,Thank you for sharing your experience. We sincerely apologize for the inconveniences you encountered during your stay. It is unacceptable that you were given a room with maintenance issues, including the leak and the condition of the sheets. We deeply regret that this impacted your safety and comfort, and we take your concerns very seriously.Additionally, we are disappointed to hear about the lack of proper follow-up from our team, especially regarding the room downgrade and the handling of your concerns by the night manager. This does not reflect the level of service we strive to provide, and we will be addressing this matter with our team to ensure it doesn’t happen again.We genuinely hope you will allow us another opportunity to make things right and restore your faith in our resort.Sincerely,
by A verified traveler
Posted 27 Nov 2024
I liked the infinity pool and the room.
Comment from Hotel Management
27 Nov 2024 by Management Team. , Hotel Management
Dear Gillian,Thank you for sharing your feedback. We’re glad to hear you enjoyed the infinity pool and your room. We sincerely apologize for the issues you faced during your stay, and we understand your disappointment. Please know that we are addressing your concerns to improve our service. We hope to welcome you back for a more enjoyable experience in the future.Best regards,
by A verified traveler
Posted 26 Nov 2024
I can not be more disappointed and dissatisfied with this property; they really ruined my vacations.
They mixed up my reservation with an other guest with the same last name and they checked me in an inferior room category that was unpaid when mine was paid and I had a superior room. It won’t be a problem if they would have corrected their mistake immediately but they made me sleep in that inferior room 2 days of my 4 days stay, they didn’t gave me anything they promised me, interesting enough it was never a manager around te talk to, they completely ignored me and my husband, they never solved anything. The room didn’t have towels, iron, iron board and other amenities that we have to constantly keep asking for and they never bring to us or if they did they took several hours or a day or 2. (The iron never arrived and we were there for a formal event so we could never iron our clothes… imagine…) the food is very deficient and the drinks absolutely horrible.. worst I have never ever try in any other resort. It was SOOOOO many things that were wrong with this hotel that I will never finish. We basically paid for a room and an experience that we never received and they ruined our vacation. We wasted so many hours and days fighting with them to get nowhere.. truly horrible!!! Not only for my husband and I but for the 30-40 ppl in our family that were there for the event we were all attending.
Comment from Hotel Management
27 Nov 2024 by Management Team. , Hotel Management
Dear Carlyle,We sincerely apologize for the issues you experienced during your stay. We deeply regret the mix-up with your reservation and the delays in addressing your room and amenity concerns. This is not the experience we aim to provide, and we understand how frustrating this must have been, especially during such an important family event.The lack of timely service and communication, as well as the subpar food and drink quality, is not acceptable, and we are sorry for the impact this had on your vacation. Please know that we take your feedback seriously and are addressing these concerns with our team to ensure this doesn’t happen again.We would appreciate the opportunity to discuss this further and hope to regain your trust in the future.Warm regards,
by A verified traveler
Posted 25 Nov 2024
It was a great stay.
Comment from Hotel Management
27 Nov 2024 by Management Team. , Hotel Management
Hello Ashanti, Thank you for your review. We are happy to learn you had a great time with us and we look forward to seeing you again soon.Best Wishes,
by A verified traveler
Posted 5 Nov 2024
Comment from Hotel Management
18 Nov 2024 by Management Team. , Hotel Management
Hello Julius, Thank you for sharing your rating with us. We're sorry to see that your experience did not meet expectations. We truly value all guest feedback as it helps us improve. If you have any specific concerns or suggestions on how we can enhance your stay, please feel free to reach out directly.We hope to have the opportunity to welcome you again and provide a better experience.Warm regards,
by A verified traveler
Posted 3 Nov 2024
I didn’t like your excursion service. I bought the horseback riding package and was forced to ride in a STORM, because they refused to give a refund. Horrible and never again.
Comment from Hotel Management
18 Nov 2024 by Management Team. , Hotel Management
Dear Renee,Thank you for sharing your feedback. We are deeply sorry to hear about your experience with the horseback riding excursion. Your safety and comfort are of the utmost importance to us, and we truly regret that you were not able to enjoy the experience as intended due to the weather conditions.We do not offer excursions directly at the resort, but we work with third-party providers to ensure our guests have memorable experiences. That said, we understand how disappointing this situation must have been for you, and we will reach out to the excursion provider to address your concerns regarding the handling of this matter.We truly value your feedback as it helps us improve our offerings and guest experiences. Please feel free to contact us directly if you'd like to discuss this further.Warm regards,
by A verified traveler
Posted 1 Nov 2024
Comment from Hotel Management
18 Nov 2024 by Management Team. , Hotel Management
Hello Mark, Thank we for your feedback. We look forward to seeing you again soon.Best Wishes,
