We were enchanted by this hotel from the moment we walked through the iron gates. Our suite was large with a private balcony nestled in the trees. We were welcomed with many special touches--small gifts, a fruit basket, hand-written notes, and luxurious toiletries. In addition to the large rooms, the amenities, and the calm, relaxing ambiance, the staff, from Edgar and Nelson at the front entrance to all the people at the front desk--David, Dagmar, Leyla, Paola, and Cindy, plus Bryan at breakfast--are what truly make this hotel. All were attentive and caring. They are truly outstanding and go out of their way to may sure you have a good visit. The morning of our departure there was a marathon in town and taxis could not come near the hotel, but Edgar went above and beyond to wheel our luggage to the place where we could get a taxi. Breakfast was extremely generous with many choices from the menu and additional baked good, fruits, cereals, and yogurt to choose from. The spa is clean and serene and offers a range of treatments and generous hours. We enjoyed our treatments so much we returned a second time during our week. Katerine is gracious and efficient when she greets you and schedules appointments. Arelis and Yesenia give outstanding massages and scrubs. We had a few small glitches in the room, but they were attended to immediately. Our only criticism is that lighting is limited. We were given an extra lamp which was a big help, but the bathroom is still under lit. Nevertheless, this is a very special hotel. Thank you to everyone.
I write this with a very detailed experience in mind. I booked their most expensive suite for 4 nights from 4/17-4/21. I arrived and was greatly greeted. Let me say this now--the staff is 10+ points. They are kind, caring, professional. No problems. Breakfast was at best so-so. Yes they cook the eggs well, but I had their ham and cheese sandwich which was microwaved--not toasted (imagine that taste). The other offerings were just OK--nothing was great. There is no beach here--but the ocean view is great. The first night upon arrival had ZERO hot water. I mean ZERO. i let it go as it was late--the next morning--same thing--cold shower. I told them and they said they would fix it--they didn't. The next day after complaining again, they did--however they regulated the water TOO HOT--and NO COLD WATER. How do you fix something without then GOING INTO THE ROOM to test it? Showering, hand washing, and teeth brushing was super UNCOMFORTABLE. I complained again and they finally fixed on day 2.5. However, the next day--same exact thing--zero hot water again. On day 3, I complained and they said they would fix it while away on a day tour booked there (more on that later). Not only did they NOT fix it, my room had a jacuzzi--and guess what DIDN'T work? Yep--they Jacuzzi DIDN”T work. The day tour booked was OK--I took a speed boat VIP Package trip to Rosario Islands to a private resort called Luxury Beach. The beach was nice not overly crowed and away from annoying vendors. The food was sub par and despite being a buffet-style all you can eat VIP all inclusive, they didn't want to give me a second plate or more protein. I asked them and told them I had the all you can eat and they finally gave in. The drinks are maybe 3 sips--yes unlimited but weak in size and alcoholic content. When I told the nice lady at the Hotel lobby who sold me the $235 package for 2, she literally said to me, ”I didn't know. I'll keep that in mind.” Why would you sell me a package you have no idea about? Why would the hotel allow this for it's guests? I spoke to upper management (Mr Vergara, GM) he told me that his BOARD of Directors would be consulted as to what they could offer me for all my inconveniences...he called me to inform me of a future20% credit--a measly 20%. That was an insult. So I'd have to spend way more money to save a few dollars? I HIGHLY RECOMMEND...YOU NEVER STAY HERE. There are way better options nearby. This was disappointing every day. Trust me--I wanted to like it.