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**Mixed Experience: Some Great Moments, But Service Needs Improvement**
Our stay had its ups and downs. After a delayed flight from Toronto and losing our luggage, we arrived at the hotel around 10 PM. Unfortunately, our initial experience at the restaurant was disappointing; the staff was quite rude and refused to serve us. However, Luis Butler was incredibly helpful—after I shared my concerns, he quickly spoke with the property manager, who then upgraded our room at no charge. The manager also personally apologized, which I really appreciated.
The hotel itself is beautiful—brand new, with a lovely swimming pool. However, there’s not much to do at night, which was a bit boring. The biggest letdown was the beach; it was very dirty, with a lot of seaweed, making it impossible to swim in the ocean.
On our last day, we had another negative experience when a staff member at the pool, Fernando, refused to take our lunch order, despite being told that food service was available until 4 PM. It was disappointing and frankly unpleasant, especially after being told everything was included.
Overall, I noticed that many of the outdoor staff seemed to prioritize guests who tipped them generously. While there were some great aspects to our stay, the inconsistent service and lack of evening activities left us feeling underwhelmed. If the service were more consistent, this hotel could easily be a top-notch destinat