YannickDiv
Family · November 20258/10
My family and I came for a week and stayed in a two-bedroom suite which was clean and in good condition. The beds were comfortable and we had no problems with the sheets or towels.
The hotel facilitie...My family and I came for a week and stayed in a two-bedroom suite which was clean and in good condition. The beds were comfortable and we had no problems with the sheets or towels.
The hotel facilities are fine. The pool area is a bit small and has few shaded spots. The hotel has a private beach with included lounge chairs and towels, but umbrellas are an extra charge that wasn't mentioned when booking.
The hotel's biggest weakness is its customer service. The maids were rude on numerous occasions, reluctantly fulfilling simple requests and making no effort to provide pleasant service. For example, when we arrived, there was only one coffee spoon in the room, and there were three of us. We asked them for more, and they reluctantly gave us two more spoons, which were dirty and of different sizes.
We also received poor treatment at reception. Cass, who we later learned was the supervisor, was extremely rude to my mother. Her card was demagnetized, and she politely asked this young woman if she could fix the problem. Far from simply doing so, Cass gave her the coldest of faces, implied that perhaps it was because it was time to check out, and finally, after repeated insistence from my mother, Cass agreed to re-magnetize the card. A truly unpleasant experience that marred an otherwise pleasant stay.
I would like to highlight the excellent service provided by Luis Gonzaga, the man who helps with the luggage, who was always kind, helpful, and considerate. Hopefully, in the future, the hotel will have more staff like him and fewer like Cass and the maids who served us.
In summary, it's a good hotel: comfortable, clean, well-located, and with pleasant and hygienic rooms. It's crucial to improve the service and customer care, because the situations mentioned before could certainly deter a guest from returning.Show More
