Clara Massot
Google
We stayed at this hotel for two nights and while the property itself is beautiful, the views are stunning, and the restaurant staff and concierge Jose Luis were lovely, I would never return and strongly advise future guests to be extremely cautious before booking.
From start to finish, our experience was filled with shady charges, condescending attitudes, and an overall feeling that the hotel was trying to take advantage of us at every opportunity.
We initially booked an airport transfer for two people and were quoted $85. When we later said a third person would be joining, they suddenly claimed we needed a van—for $170. It made no sense and felt like an obvious upsell. When we questioned it, they claimed they “thought” we were four people. Why assume instead of confirming?
When we arrived, we were met by Annel at the front desk—by far the rudest person we’ve encountered in any hospitality setting. No smile, no warmth, and when we asked about massages, she refused to answer and just kept repeating, “Send a text via WhatsApp.” She also made us pay for our stay at check-in, which was already strange.
But it got worse. The room we were given was not the room we paid for. It was at least 2 categories below what we had booked directly on their website. When we brought it up, Annel tried to argue that we had booked through a third party (not true). We had to show her our booking, room description, and website photos before she finally backed down. Not once did she apologize—she just looked irritated and annoyed that I dared to ask for what I paid for. We were moved to the correct room an hour later, still with zero apology.
The next morning, breakfast was included—but there was only one option. No variety, nothing to choose from. Then came the surprise: a $3.75 gratuity on the “included” breakfast. On top of that, there were mysterious charges labeled “entera” for $2, even though we were also charged for cappuccinos separately.
When we asked for an airport transfer back, they again tried to force us to book a van, even though we had proven earlier that a regular car was perfectly fine for 3 people.
Checkout was a disaster. It took over 30 minutes because the first two bills were completely wrong—they tried to charge us taxes we had already paid (over $250). When we pointed it out, Annel responded with, “That’s why we ask guests to check the bill,” in the most condescending and passive-aggressive tone. She couldn’t explain most of the charges and got increasingly aggressive and disrespectful.
Although we were billed in USD, they insisted we pay in pesos, using their own inflated exchange rate (20.5 vs. the actual 19.94), adding roughly 300 pesos to our final bill. When we pushed back, a manager named Andy showed up, told Annel to apply the right rate, and left without saying a word - no explanation, no apology, no goodbye. Just walked away. Completely unprofessional and, honestly, cowardly.
After we left, we realized we had been overcharged by about $75 in total—between incorrect exchange rates, hidden gratuities, and mystery charges. This kind of manipulation is unacceptable.
To top it all off, at check-in they made us sign a “code of conduct” asking guests to be respectful to nature, animals, and staff—which is incredibly ironic given how rude, aggressive, and unprofessional the staff and manager were to us.
We came to this hotel on a recommendation from a good friend who was considering buying property here, and we were also thinking of doing the same. This experience made us immediately change our minds. Who would want to do business with a place that operates like this?
Future guests: beware. The hotel may look nice, but behind the pretty views are hidden fees, staff with bad attitudes, and a management team that does not value or respect its guests. This place is not what it pretends to be.
