The property is modern, clean, and visually impressive with strong amenities, but the overall experience was inconsistent and did not reflect a true luxury stay.
Before arrival, I emailed requesting a simple birthday room setup and received no response.
Check-in felt rushed and disorganized with unclear communication around deposits and payment methods. During the stay, we were approached by an events representative promoting a vacation club after clearly declining, which felt persistent. We also received unsolicited calls about checkout logistics despite not requesting assistance.
Room service and billing had inconsistencies, including items said to be included but later charged. We also received an unrequested complimentary cheese/fruit platter and sparkling wine with no explanation.
The pool was quiet and enjoyable, but the jacuzzi was not heated and matched pool temperature despite guest concerns. Breakfast was good, though the checkbook/tipping process felt transactional.
Positive staff included poolside, spa, housekeeping, café, and taxi service teams who were friendly and professional.
At checkout, unresolved billing issues carried over. Apple Pay repeatedly failed, and in front of other guests, the staff member assisting us (Melany) made a comment suggesting the issue “might be because of the amount,” which felt unprofessional.
Overall, the property is beautiful, but front desk communication, checkout handling, and service inconsistencies impacted the stay.
