The hotel itself was amazing — the location was beautiful, and transportation to and from the resort was extremely convenient. Unfortunately, the staff and service significantly impacted our experience in a negative way.
From the moment we arrived, most of the staff came across as unhelpful and disengaged. At meals, we were consistently rushed — plates were removed the second we set our utensils down, and in some cases, they even took food we were still actively eating. What may have been intended as efficiency felt more like carelessness and disregard.
When we checked in, Benita informed us that our return transportation would be at 7:00 a.m., despite our flight not departing until noon. When I questioned the early pickup time, her response was, "Well, if you want to pay $160, be my guest." The tone was dismissive and unprofessional, which set a poor tone for the rest of the stay.
Throughout the resort, particularly at the bars and restaurants, staff appeared untrained and uninterested in customer service. We frequently overheard staff bickering with each other, which added to the uncomfortable atmosphere.
That said, I want to acknowledge Orlando at the restaurant and Torgia at the coffee bar who stood out as the only staff member who consistently provided excellent service. His professionalism and attentiveness were a much-needed bright spot during our stay.