Good hotel, great location but weird new rules.
Posted May 11, 2016
We have stayed in this hotel several times the last couple of years. It is conveniently located close to the beach, golf course, shopping ,etc. Our room was good, breakfast is acceptable and I prefer to eat somewhere else (Waldorf Astoria offers quite better options).
This experience had highs and lows, I think there must be a new administration as several things have changed for bad since our last visit. The situations we had to deal were:
1.- My wife booked a Thai massage, but the hotel staff changed the timing without asking, even though they tried to fix the problem the experience was quite bad. The manager finally voided the bill so the massage was on the house but it wasn't enjoyed anyways.
2.- We asked for a late checkout, which wasn't available, this is fine. But when we did our checkout they asked for the towel cards, I told them we usually keep them until we leave the hotel. They informed us that as we had made our checkout we couldn't use the hotel beach or pool anymore and if we wanted to use them we would have to pay extra. Finally, the manager authorized us to stay without paying.
3.- We had lunch at the pool and asked for the WiFi password, the answer from the waiter was it is available only for customers if they ordered specific promotions. We ordered a la carte and spent more money than we would have spent if we ordered the offers but we didn't get WiFi anyways. By then we were tired of calling the manager, so we just paid and left.
Good hotel, bad management