We chose a Club Level room because we…
We chose a Club Level room because we expected a higher-end experience and several of the advertised amenities were a big part of our decision. Unfortunately, our stay was overshadowed by a series of problems that significantly diminished what should have been a relaxing vacation.
One of the main reasons we booked this room was the large soaking tub, but it never produced water that was hot enough to enjoy. Staff attempted repairs, but the issue was never fully resolved and we ultimately had to use multiple electric kettles to warm the bath ourselves. During one of the maintenance visits, gray water was accidentally spilled throughout our room on the hardwood floor, creating another inconvenience.
The most disturbing incidents occurred on our final day. First, a pipe burst outside our room, with gray water mixed with what appeared to be sewage and fecal matter flowing into the hallway directly outside our Club Level door.
The most disturbing incident happened on our final day. My wife fell and lost her phone right outside the Club Level building on hotel property. We immediately contacted security, clearly stated exactly where it happened, and confirmed via CCTV at the nearby spa that she still had her phone shortly before returning. The resort has cameras literally everywhere, you can see them covering every angle of the property, yet security only checked the feed right outside our door and flat-out refused to review the actual area where she fell. It was clearly stolen within an hour. They allow theft on their property and simply will not address it.
The resort has cameras everywhere, yet security only checked the feed right outside our door and refused to review footage from the actual area where she fell. It was clearly stolen within an hour. Their lack of effort enabled the theft on their property with zero help recovering it.
Service consistency was also an issue. Room service repeatedly forgot items or delivered incorrect orders throughout our stay. While occasional mistakes are understandable, the repeated errors (over four times) became very disappointing.
Another reason we selected this resort was the advertised adults-only pool area, hoping for a peaceful atmosphere. However, children were allowed to use the space on multiple days despite guest complaints, making it difficult to enjoy the quiet environment that had been promoted. The policy was finally enforced near the end of our stay, but by then most of our pool time had already passed.
What left the biggest impression was management’s handling of our concerns. When we discussed the many issues we experienced and the possibility of compensation, the conversation focused on a manager’s personal financial circumstances rather than the hotel’s responsibility to address the numerous service failures. That approach felt uncomfortable and inappropriate from a customer service perspective.
To be fair, the staff members we encountered were courteous and genuinely tried to assist whenever possible, which makes writing this review disappointing. The property itself is beautiful, but the combination of unresolved hot water problems, maintenance issues, the sewage incident, the phone theft, repeated room service mistakes, and the delayed enforcement of advertised amenities resulted in an experience that fell well short of what we expected from a Club Level stay — especially given the premium price.
We sincerely hope management addresses these issues so that future guests can enjoy the experience that is being advertised.