Extremely Disappointing – This Is Not a 5-Star Hotel
Our experience at Casa Marina was a huge letdown from start to finish. For a hotel that claims to be luxury, the service, amenities, and overall experience were shockingly low quality.
Room service was especially bad. Food arrived in takeout containers, and once they even forgot to include silverware. We paid $160 for breakfast for two people and ate it out of boxes. On another morning, the only way to order was through their app—which didn’t work. When I called the front desk, they were rude and told me someone from food and beverage would call back. By the time they finally did, I had already missed breakfast because we had to leave for a boat tour. So we paid for breakfast we never got.
Despite the Do Not Disturb sign on our door, housekeeping still knocked loudly trying to clean. Staff felt untrained, unprofessional, and just plain strange. At the pool, we saw an employee jump in the water with a guest. Another staff member told him he couldn’t swim there since he worked at the hotel. He responded that it was his wife. The staff member replied, “Well, we can get HR involved.” So yes, an employee was apparently caught swimming with a guest he was romantically involved with—right in front of everyone. Totally inappropriate.
On top of that, someone was banging on our door at 1:30 in the morning. It was unsettling and made us feel unsafe. There’s no security presence, and the entire place felt chaotic and uncomfortable.