While there is no denying the hotel is a beautiful space, the hotel really does not live up to its 5 star rating. Lacking in many amenities you’d expect to find at a hotel of this caliber, such as a gym, spa, beach access or shuttle service - it also lacks in general customer service. Despite the hotel feeling generally quiet (bar by the pool was never even open despite it being a “peak season” weekend), our most significant issue was noise in our room. Our room essentially opened onto the main lobby floor and noises from the lobby and music from inside and outside the hotel kept us up at night all 3 nights of our stay. The first night music from outside the hotel was blasting into the hotel at 11 pm. I sent out the the front desk to ask about it and no one was there and the desk was empty - it was a bit unsettling. We complained the next morning about the sound but were told no other rooms were available and we could not switch rooms. We then asked if we could modify our reservation to cut the 3rd night due to noise issues and were told this would not be possible. We called hotels.com and they did reach out to the hotel and request that they allow us to cancel the 3rd night. The hotel manager, Marco, avoided their calls and told them he was not available when we could see him standing at the desk. A new room was finally made available to us late in the 2nd day but we were unable to move as we were attending an event that night. Overall not a great experience.
While there is no denying the hotel is a beautiful space, the hotel really does not live up to its 5 star rating. Lacking in many amenities you’d expect to find at a hotel of this caliber, such as a gym, spa, beach access or shuttle service - it also lacks in general customer service. Despite the hotel feeling generally quiet (bar by the pool was never even open despite it being a “peak season” weekend), our most significant issue was noise in our room. Our room essentially opened onto the main lobby floor and noises from the lobby and music from inside and outside the hotel kept us up at night all 3 nights of our stay. The first night music from outside the hotel was blasting into the hotel at 11 pm. I sent out the the front desk to ask about it and no one was there and the desk was empty - it was a bit unsettling. We complained the next morning about the sound but were told no other rooms were available and we could not switch rooms. We then asked if we could modify our reservation to cut the 3rd night due to noise issues and were told this would not be possible. We called hotels.com and they did reach out to the hotel and request that they allow us to cancel the 3rd night. The hotel manager, Marco, avoided their calls and told them he was not available when we could see him standing at the desk. A new room was finally made available to us late in the 2nd day but we were unable to move as we were attending an event that night. Overall not a great experience.
