Caitlin C.
Google
We recently stayed at this property and unfortunately had a mixed experience. I want to start by saying that every staff member we interacted with was genuinely kind and helpful — especially Ryan at the pool bar and Elvira at Ilios, who remembered us each morning and made breakfast a bright spot of our stay. Their service was the highlight of our trip.
However, several issues with the room and the overall property made our stay disappointing.
The cleanliness of our room was lacking from the moment we arrived. There was hair in the tub (which I let go, since we weren’t planning to use it), but more concerning was the living room rug, which was visibly dirty and clearly had not been vacuumed. Every time the AC kicked on, the room filled with a mildew smell, which was very off-putting. We had also paid for an ocean-view room, but our balcony mainly faced the hotel next door, with only a partial ocean view off to the right.
We were exhausted from traveling since 3 a.m., so after checking in we tried to settle in and rest. The next morning, I found an old coffee cup next to the couch ( not ours ) which made it obvious that the room hadn’t been fully cleaned before our arrival. I called guest services, and the woman I spoke with was kind and apologetic, assuring me housekeeping would come to address the issues.
When we came back later that day, the bed had been made and towels replaced, but the dirty rug was untouched and the old coffee cup was still sitting there. At that point, I went down to the front desk. The gentleman I spoke with was very apologetic and immediately came to the room himself to remove the cup and said someone would come up to clean the rug. I mentioned the mildew smell, and he explained the AC filter likely needed to be changed. A few minutes later, housekeeping arrived — with only a broom — to “clean” the rug. I have a video showing what came off of it, and it was honestly alarming.
Beyond the room itself, we ran into additional frustrations on the property. On our second day, the entire lobby bar/restaurant area was blocked off for an MLS event — something we were not informed about ahead of time. The following day at the pool bar (again, great service from Ryan), we were told it was closing early for a wedding. When we asked which other food and beverage outlets were open, we were told that every single one was rented out for private events — a wedding, the MLS event, etc. As paying guests, it was extremely frustrating to be on a property with multiple restaurants and bars yet not have access to any of them.
While we truly appreciated the staff and enjoyed our breakfasts at Ilios each morning, the overall experience fell short of what we expected, especially for the price. Between the cleanliness issues, the mildew smell, and the lack of access to on-site amenities, we unfortunately would not stay here again.