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🤢 2/5 - I stayed here for two nights with my boyfriend and we spent
By 👻 @Hailey L., 01/23/2023 3:00 am
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I stayed here for two nights with my boyfriend and we spent well over 10K. We are used to staying at luxury properties, so we expected the service to be the 5-stars that the hotel claims to be. Unfortunately, that is not what we experienced during part of our stay which is unacceptable for a so-called "luxury" resort.We ate at the rooftop restaurant, Watr, which does have a nice ambiance, but beware because I contracted food poisoning from a sushi roll that I ate there. This is the only restaurant in all of our stay that my boyfriend and I ate different things, so it was apparent what caused it. When brought to the attention of the hotel staff, they said there was nothing they could do about it and took zero responsibility or action in resolving the solution. Not to mention, one of the room service employees even told us that we should report it because he sees this happen often at this hotel. I was so sick that I had to call an outside emergency nurse to the room because I was too weak to make it to the ER. He said he comes to this particular hotel numerous times throughout the month and sees this happen all the time which is very scary. Our suite had butler service, which was a disappointment at best. The butler service was little to no help, and is basically just a glorified concierge service, which the hotel already has, so I would suggest passing on this suite. My boyfriend contacted the butler numerous times to get a plastic bag that I could use to vomit in from the food poisoning and they didn't respond. We also contacted them for other needs in which a few of our requests were ignored. The bar manager at the lobby bar who is a red-head (don't remember his name) was extremely discriminatory and rude. My boyfriend tried to tip him extra on top of the 18% service charge, and the bar manager responded in an extremely inappropriate manner. He said he, "didn't want his money" and that he wasn't there to "make money but to provide smiles". And then proceeded to forcefully tell my boyfriend to contact the hotel manager and make a complaint. What clearly was some type of misunderstanding resulted in the security team locking us out of our hotel room, which is completely unacceptable. Clearly the bar manager has severe anger issues and is discriminatory against generous guests because according to another employee on the property, this isn't the first time this particular person has lashed out against a guest. Needless to say, I would stay far away from the lobby bar. We were also rudely awakened by a false fire alarm during our sleep one night.With all of this said, I would like to mention that the hotel is nicely decorated and has overall nice amenities. We did receive 5-star service from the person that handled our check in, Alexander. The downstairs pool right before you get to the beach club, also had wonderful service, particularly Pauloa, Elvis and Ahmed were super friendly and beyond helpful. We had high expectations of this "luxury" resort and were disappointed for the expense paid. Unfortunately we will not be staying here again due to the numerous reasons listed above. While this resort claims to be luxurious, it's just a glorified sustainable and eco-friendly hotel. I would recommend spending your money elsewhere if you're looking for luxury service.
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