Good location, but service not up to par
Posted Mar 28, 2016
Pros: This hotel is in a great location, close to the ferry, and has a dock that accommodates boaters. The hotel has its own access to the pink sand beach on the other side of the island (only a short golf cart ride away). The Manager (Vanessa) and the head of housekeeping are top notch, but they can't run the hotel on their own.
Cons: The service is not what you would expect from a 4 star hotel. The employees at reception, albeit very nice, had no idea how to deal with rooms that were unavailable for guests who had arrived we reservations (we waited 4 hours until the manager Vanessa showed up and then were asked to speak to Vanessa directly). It appears that a room was assigned to us, but was not ready for new guests. After speaking with Vanessa, she checked the computer, moved around guest rooms and said the next available room would be for us. We waited another hour for the room to be cleaned. When we got to the room, it was not the one we had booked and for which we had paid through Expedia. It took us nearly another hour to get this sorted and they finally put us in the correct size room, but not with the harbor view...which was also part of the original room description. Apparently, according to the Valentines' staff, there are no rooms with harbor views. The room was very dark (not what you would expect from a seaside resort), the lights were dim, the TV didn't work (we had to ask twice before it was fixed), the air conditioner thermostat was only on the se