9.6/10 Exceptional! (289 reviews)
The worst customer service we have ever experienced at a resort. The property itself is fabulous, but unfortunately, the service was so poorly managed that we would never return.
We had an oceanfront room directly in front of a wedding, which we had absolutely no issue with. However, the band was so excessively loud that our entire room vibrated for hours. When we raised the issue, the hotel showed virtually no concern and made no meaningful effort to accommodate us.
The service issues extended well beyond the noise. On one occasion, we waited two and a half hours for lunch, and one of our meals never even arrived. Despite this, the manager did not bother to come to our table to address the situation.
We also booked and paid for an 80-minute massage but received only 60 minutes while still being charged for the full treatment. This was yet another example of the lack of attention to detail and accountability throughout our stay.
The one bright spot was the pool and beach staff, who provided truly exceptional, over-the-top service. They were outstanding and deserve recognition and promotion to management.
It is a shame that such a beautiful property is let down by such consistently disappointing management and customer service. A gorgeous setting can only go so far when paying guests are made to feel that their concerns simply do not matter. Unfortunately, the poor service has completely overshadowed the property itself, and we will not be returning.
Reviewed on Oct 13, 2026
