Overall, the stay was okay. Nice interior, good location (albeit very expensive), a private beach area, and a pool on the hotel grounds.
What didn’t work so well was the level of service. For a hotel of this standard and price category, you expect high professionalism and proactive service. It just doesn’t work, and there’s a lot to improve.
When I provided feedback that the check-in process was slow, the room wasn’t ready, and that despite having many available staff, none acknowledged me or welcomed me, management eventually addressed the issue (although it took two full days before I heard back). I was offered a complimentary meal as compensation. That was nice and appreciated, but it was quite a process to give me that free lunch – involving four or five staff members. Eventually the hotel manager himself had to come down to come with me to the restaurant to confirm this.
My point is not that the management handled this poorly—they did their best—but there are significant structural changes need here. Much of this could have been avoided in the first place if the hotel were better organized and had a more effective system.
So overall, this is not good enough. It’s unprofessional, disorganized, poorly planned, and badly managed, and I hope they realize this themselves, rather than blaming it on “that’s just how it is”.