Kevin Carvajal
Google
We were excited for this stay as a birthday getaway, but unfortunately, the service left a lot to be desired—especially for what’s positioned as a 5-star resort.
I had made two separate dining reservations at their on-site restaurants and noted it was a birthday celebration. Disappointingly, there was no acknowledgment—no greeting, no special dessert, not even a simple “happy birthday” from staff on either night. It may seem small, but that personal touch goes a long way, and it was noticeably absent.
The resort is known for its fun touches like handing out bunnies to kids, but we were told they “ran out,” which felt like poor planning. Similarly, something as basic as red pepper flakes for pizza was also “out.” These little misses added up.
It also felt like many of the servers were new or in training—there was a noticeable lack of experience and polish across the service team. That said, I do want to highlight Paola at Sophia’s Trattoria—she was kind, attentive, and greeted us multiple times throughout our stay. She was a bright spot.
Oddly, most of the energy and activities seemed to be over at Evermore. Conrad felt quiet and disconnected, and even during lagoon closures, Evermore staff were the ones updating us—not Conrad. Guests were simply told to leave when the sirens sounded, with no follow-up or communication.
I really wanted to love this place, but for the price and promise of a luxury resort, the service experience has to be better.