Repeat guests - Disappointed
Posted Nov 21, 2016
This was our 3rd stay at Now Sapphire as Preferred Club guests. Previously we celebrated a birthday, and were over whelmed with the attention. A banner on the door, balloons in the room, a birthday cake, and an announcement in the daily Sundial. This year, because of prior experience we decided to celebrate 2 milestone birthdays, and a milestone anniversary at the resort. When we arrived we received a card from the Preferred Club staff honoring our anniversary. A birthday was mentioned in the daily Sundial, and that was the totality of our celebration. Although, we had the pleasure of meeting the GM and in passing we mentioned our birthdays, and anniversary, no action was taken. Extremely disappointed.
I realize there is continuous staff turn over, but several of our favorites are no longer at Now Sapphire. Seems several have moved to the new Breathless resort. Past reviews have been more than favorable, yet they are gone.
The food differs from one day to the next. Consistency is an issue. Fresco restaurant was more than a disaster. I ordered what appeared to be a very appetizing steak. I ordered it MEDIUM. It was barely medium rare when it was presented to me. I sent it back, and 5 minutes later I received the same piece of meat on an extremely hot plate still under cooked. Breakfast food and coffee at Lemongrass barely warm much less hot.
Roberto is truly missed at the Preferred pool.
Based on past experience I don't really know if I would recommend this hotel.
Comment from Hotel Management
Nov 23, 2016 by Social Media Coordinator, Hotel Management
On behalf of myself and the entire staff at our resort, we would like to take this opportunity to thank you for choosing our Resort over numerous others in the area.
Sorry to hear you did not have a pleasant experience while staying with us. All of the comments are shared with the operations staff to improve our service in all possible ways. Thank you for bringing this to our attention.
Cesar, Antonio, Alberto and Carmen wll be so glad to read your great comments about their service.
We very much appreciate your comments that help us to continue improving our facilities and services. We wish to have the privilege to welcome you again regain your confidence with our service.
Social Media Coordinator