Darius J.
Yelp
I had trouble rating this place. There were things that went wrong, but then they fixed them well (except once).
First, they checked us into a room that didn't have air-conditioning. So we boiled in bed for a while until my wife couldn't take it and we called the front desk and I think she realized she'd made a mistake so she moved us to a new room. So we had to get up and pack and move to a new room at midnight. HOWEVER, she upgraded us to a junior suite in the process. The difference was so extreme that it really made up for the error. That's how errors should be fixed: make the solution so good that the guest is thrilled you made the error and that's what happened here. So I don't hold this against them and am grateful for the upgrade because the large window and spacious, minimalist affect of the junior suit was a night-and-day improvement. The original studio was very cramped with a very lackluster view. The junior suit was spacious and elegant with a spectacular view.
Second, the continental breakfast was supposed to be offered until noon. When we got there, there was nothing to be found and the workers didn't seem to know what we were talking about. So we went to the front desk and the manager looked at the clock and then went in and arranged a special continental breakfast brought to our table. Again, mistake yes, but they fixed it very well.
The one that really bothered me was that they offer a shuttle service. I've never had a hotel charge for airport shuttles (and I stay in a lot of hotels). I was on the phone with the front desk worker for 5 minutes arranging this shuttle, answering a bunch of questions, and getting put on hold etc. She never told me there was a fee. They were saving that surprise for checkout. That took a confident five-star feeling and dropped it to 3 or 4 because I felt blindsided and taken-advantage of and the manager guy at the desk was not very comforting. He first claimed that the worker probably told me (she didn't), then that their fee was lower than taxis and uber (it wasn't all- in fact it was higher), and then then that they sent me an email through Expedia saying there was a fee. When I looked back, this turned out to be true. A day or two before checking in they sent a whole welcome email and at the bottom of the page it mentioned that shuttles were available for a "small fee". Unfortunately, I had only skimmed that email. They do not tell you when you order it that there is a fee or how much it is, they don't mention it on their website, and they don't even list the fee amount in their welcome email. They also charged a very gratuitous 70 peso fee for a bottle of water. Fine, whatever, I at least knew to expect to be overcharged for that so I'm not counting that in my review. So despite my very happy 3 days there, the surprise shuttle fee really rubbed me the wrong way and tainted my view.
The reason I'm still leaving 5 stars is because on the way out, my uber got lost and one of the bellmen graciously spoke with him on the phone and even ran up the street to guide him to the hotel. GPS is iffy about finding the place and it doesn't stand out too well either. He then helped us into the uber and put our luggage in totally out of the goodness of his heart. So I restored the 5th star for him and because I (mostly) loved my stay there.
The service was very good. The manager guy was ok, but everyone else was great. Very, very, great from the housekeeper, the front desk, the bartender, the restaurant staff, the massage therapist, the bellmen. Fantastic service all around.
The studio rooms were too small, dark, and cramped with dull views. If we'd remained in that room, my review would have been lower. But since they gave us a junior suite, I'm basing it on that which was 5 stars for sure. We really enjoyed looking out the window before bed and when waking up.
They give you coupons for freebies (free 10-minute massage, free margarita, free continental breakfast).
The place is clean and comfortable and I recommend it. Just uber there though or pay the $350-$400 fee. And expect to be gauged on any purchases through the hotel.
Also, it's not apparent, but the green furniture behind the bed is a closet so if you find something missing, the housekeeper may have put it in there. There is also space for storage, a refrigerator, and a robe and slippers. It's really cool once you know what it is!
