4/10 Poor
Marian
Travelled with family
28 Sept 2025
Liked: Staff & service
Disliked: Amenities
We would like to start by giving a big shoutout to DJ “Cepillín.” From day one, he was the only one consistently making sure our group was taken care of—helping us with seats, drinks, and recommendations on the best things to do. His energy and professionalism truly stood out and made our stay more enjoyable.
That said, there are areas that need improvement. Even though we had a concierge assigned, it often felt like we were guiding the process instead of being assisted. We upgraded two out of three rooms for our group of six, but the service did not reflect that upgrade. The champagne and snacks that were part of the package were requested several times and only delivered on the last day. One bathroom had two showers, one broken and never fixed despite reporting it, and in another room the A/C was too high and nothing was done about it. At checkout, our concierge asked us what time to pick up luggage, but it was never arranged, causing the airport driver to wait 30 minutes while we rushed to leave.
The entertainment team overall—including the DJ, dancers, and bartenders—was fantastic, always making sure guests had fun. Food was good overall, though one night at the Italian restaurant the bread had ants, which was disappointing.
This property has great potential, but service and follow-through need work. With better attention to detail, this could easily be an outstanding experience.
Marian
Stayed 4 nights in Sep 2025
