Allison Whyte
Google
Overall a nice property, but a lot of the service elements were not there.
The initial correspondence was excellent, as I was able to make dinner reservations and book a massage and a yoga class at the hotel via email in advance. They were incredibly responsive and provided great information for other things to do across the island as well. However, at check-in there didn't seem to be a record of this, and I had to individually confirm each reservation in order to get other relevant information (where to meet for the yoga class, etc.).
By far the most disappointing experience we had here was the spa. We arrived around 20 minutes early for our appointment, which is standard for a nice spa to allow enough time to change into robes and sometimes use amenities prior to the treatment, but there was no one at the front desk. We waited all the way up to the scheduled appointment time, at which point a couple who had clearly just finished a treatment exited the room (which is right in the waiting area) wearing robes and were led to the amenity area. After taking a few minutes to change over the room, we were invited right into the room for our couples massage, which was itself very nice, with all of our belongings (I had my pool bag with me). However, once the massage was complete, we were simply left in the room, covered in massage oil, and offered no alternative except the clothes we wore in. Not wanting to ruin my clothes with oil, we both put on our swimsuits that I had brought in my bag and exited into the waiting area, where we then presented with the receipt and seemingly done. No other amenities were offered until my partner asked specifically if we were able to be shown the locker rooms to change and use the amenities. We were shown to the locker room but nothing else, so we had to awkwardly walk around until we found the saunas.
We are not usually people to complain, but my partner did go down to the front desk to let them know that the experience wasn't what we expected. They kept asking if we were actually staying at the hotel (we are on the younger side), and did not seem to understand why we were disappointed. He just kept reiterating that we got the massage we booked (this whole conversation was in Spanish so there was definitely nothing lost in translation). No apology or anything was offered.
The restaurant is nice, we ate there for dinner one night as well as lunch by the pool the next day. Dinner was good, nothing spectacular, but we had another disappointing experience at lunch. My partner is a chef, and has been for many years, and when he tasted the eggplant babaganoush he could immediately tell it had gone bad/fermented as it was bubbly. He gave them the benefit of the doubt and asked the waitress if it was supposed to be that way, and she went to check with the chef. When she returned, she tried to convince him that the taste he was describing was Tajin, and that the dish was prepared that day. He tried to explain (all in Spanish), that it was definitely not Tajin, but carbon dioxide bubbles and definitely fermented, but she just sort of shrugged him off. She still left it on the table until after 10 minutes or so she noticed that we hadn't touched it and asked if we would like her to take it away. The steak dish we ordered was great though, but we had to get up to go ask for utensils as none were brought and no one came to check on us for quite a while after it was dropped off.
The property is beautiful and the rooms and amenities are great, but overall the service was disappointing when compared to other places I've stayed at the same price point, not a lot of attention to detail or little extras as I have found elsewhere.