Disappointing & by no means a 'luxury' hotel
Posted Apr 17, 2017
I would have preferred to have stayed at one of the smaller, neighbouring resorts. When we stayed there it was overrun by two very large and loud conference groups. They had a great time, but it wasn't pleasant or comfortable at all for independent guests.
I've never stayed at a 5 star resort where they set up a tent by the pool, hand out cans of alcohol and the group stands around in the pool for hours on end drinking and becoming increasingly obnoxious (clearly not even getting out to go to the bathroom!) People were also ordering food and eating/dropping it into the pool. There was food & drink littered around the pool for hours, with no clean up. There was very little service for anyone who was not part of the group, in fact, you were made to feel ostracised.
I appreciate the hotel can't control the behaviour of guests, but they can set some basic rules and pay attention to all guests. Considering the very high room rate paid, to charge a resort fee on top of this experience was just an insult.
We tried to speak to a manager, but no luck. We tried to give feedback on check out and was told they only request feedback on a random basis. Overall it wasn't as sophisticated as I had hoped and I wished I had selected a more intimate, classier option. A very expensive mistake.